Front Desk Manager

Front Desk Manager - Riverview Animal Health Centre

Are you a dedicated professional with a passion for animals and a commitment to delivering top-notch veterinary care? Riverview Animal Health Centre, a renowned 24/7 Emergency, Referral and Wellness Centre situated in the heart of New Brunswick, is currently seeking an experienced Front Desk Manager to join our esteemed team.

Role and Responsibilities

• Ensure that Riverview Animal Health Centre is always operating in a way that is consistent with patient and client care being the top priority while encouraging empowerment, growth and accountability with our team members
• Ensuring recruitment levels and development of the Client Service team are in line with the hospital and company goals
• Understands employee positions well enough to perform duties in employee’s absence; working a Client Service Representative role as needed
• Health and safety committee member
• Overseeing scheduling of team members, including workforce management
• Completing payroll tasks
• Serving as an ambassador to demonstrate appropriate behaviours
• Supervises daily client service representative shift operations and ensures compliance with all policies, standards and procedures
• Participate in the Manager On Call rotation
• Participation in Community Events
• Overseeing cash management processes

Excellent Client Service

• Develop protocols necessary for the smooth operation of frontend of hospital
• Ensure consistency in our approach: all clients receive the same excellent service, and our policies are enforced uniformly
• Ensure referral process is seamless and conducive to the values of the hospital
• Review Avimark appointments to ensure that they are booked correctly based on the scheduling requirements of the Doctor team
• Ensure the hospital is optimizing the time management of the scheduler
• Manage the flow of the reception area and coordinating with Floor Manager when business demand increases to ensure client service goals are still being met.
• In charge of overall client experience
• Responsible for maintaining a clean, tidy and presentable reception area (Includes phone room, store front, Front Desk, counter & exterior of building)
• Responsible for resolving maintenance issues in the reception area(s) and exterior of building, and/or coordinating with appropriate team member.
• Handles complaints, settling disputes, and resolving grievances and conflicts
• Be a liaison with fellow department managers to ensure the goals of the hospital are met
• Empowers team members to exceed client expectations for customer service
• Strive to continually improve client and employee satisfaction and maximize the financial performance of the department
• Achieving budget goals based on labour percentage

Leadership

• Scheduling for Client Service Representative team and custodial team members
• Coaching and development of team members; working with team members to achieve Continuing Education goals
• Recruit, onboard and oversee training of all new Client Service Representative and Custodial team members.
• Conduct training sessions to ensure department is achieving service goals
• Ensure team leads are developing in their roles
• Ensure monthly meetings are conducted
• Special projects/additional tasks as assigned by Practice Manager/Operations Director
• Taking on overall hospital responsibilities in the absence of the Practice Manager, in conjunction with other departmental/hospital managers

General

• Enhancing the experience for first time clients and patients (i.e. puppy/kitten packs)
• Following AAHA medical best practices
• Participate in seasonal Focus planning and execution
• Increase new client growth; retention of current clients
• Strategic appointment scheduling to maximize revenue opportunities
• Focusing on forward booking appointments
• Meeting with company representatives (when applicable)
• Working with Inventory Manager and Department Managers on inventory, reducing waste and improving loss prevention

Benefits

• RRSP Matching Program
• Health Benefits Package
• ER Appreciation Program
• Annual Bonus
• Pet/Store Discount
• Unlimited Continuing Education
• Wellness Program
• Work Life Balance; Flexible Work Schedule
• Career Growth and Development Opportunities

Embark on a rewarding career with Riverview Animal Health Centre, where your commitment to animals is not only valued but celebrated. Apply now and become an integral part of our legacy in veterinary excellence!

Job Type: Full-time

Benefits:

• Company events
• Dental care
• Employee assistance program
• Extended health care
• Flexible schedule
• Paid time off
• RRSP match
• Store discount
• Vision care
• Wellness program

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• Customer Service: 3 years (preferred)
• Leadership: 2 years (preferred)

Work Location: In person