Cornell University Veterinary Specialists (CUVS) is a specialty and emergency veterinary center located in Stamford CT. CUVS is a mission-driven hospital that redefines the delivery of specialty and emergency care by bringing together the best of private practice with the best of academia to benefit pets, owners, and the profession. Our ethos is simple: you cannot have the best medicine without the best people. We are dedicated to helping our team members develop to their fullest potential. and are proactive in assisting each individual to achieve their professional goals.

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We are looking for a full time Client Services Manager to join our team.

 

The Client Services Manager (CSM) leads and supports the client experience and client service operations
of the 24/7 veterinary hospital, possessing the ability to create and execute processes that drive successful
metrics in client experiences. This position is responsible for the management and development of the
Client Service team as an integrated and collaborative department that delivers on our core value of
extraordinary internal and external service, ensuring that CUVS delivers exceptional experience in every
interaction. This role requires the ability to develop and leverage people and processes to maximize
productivity while cultivating an employer-of-choice culture and a client and referring community
experience consistent with CUVS’s Mission, Vision, and Core Values.

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Responsibilities include but are not limited to:

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Supervision & Leadership

• Manage and oversee the client service team, including talent acquisition and identifying,
  managing, and measuring performance expectations, guiding development and career pathing
  opportunities, and providing regular, constructive feedback and timely performance reviews.

• Create and update client service job descriptions, levels, training and development plans and
  corresponding pay rates in partnership with leadership and Human Resources.

• Contribute to orientation and in-service training materials, and lead onboarding and
  training programs for the Client Service team.

• Conduct effective departmental meetings and participate in other departmental meetings as
  needed.

• Participate in a Manager on-call and weekend work rotations and substitute as needed
  for Client Service staff.

• Manage and monitor initiatives to optimize client service functions of CUVS.

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Client Experience

• Lead and manage the daily functions of the client service team in providing an extraordinary
  client experience, consistently exceeding expectations of pet-owner and referring community
  clients.

• Configure, maintain and ensure effective use of practice management software for appointment
  scheduling, record filing, and client and referring veterinarian communication.

• Establish, build, and maintain strong working relationships and satisfaction with key stakeholders
  including hospital team, clients, referring veterinarians and faculty and staff of Cornell’s College
  of Veterinary Medicine, successfully conveying the value provided by CUVS.

• Work with the Director of Operations, doctors and others, as appropriate, to research and
  adequately address client and referring veterinarian complaints and concerns, and to
  identify trends and/or opportunities for improvement.

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Finance & Productivity

• Partner with Finance in managing and maintaining cash handling, billing and payment
  arrangement protocols and minimizing accounts receivable and uncollected accounts.

• Support leadership in discounting policies, fee analysis, and insurance and 3rd party payment
  options by making recommendations based on observation and client feedback, and in
  implementing and maintaining policies and processes.