Client Service Supervisor

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BluePearl Pet Hospital in NE Portland is looking for a talented Client Service Supervisor!

The Client Service Supervisor (CSS) guides the daily activities of the Client Service Coordinators (CSCs) under the direction of the
Client Service Manager (CSM) and/or Practice Manager (PM).

The CSS is responsible for supervision and communication between
CSCs, clients, primary care veterinarians (pDVMs), and the hospital team to deliver an exceptional client experience and team
engagement.

ESSENTIAL RESPONSIBILITIES AND TASKS

• Live and exemplify the Five Principles of Mars, Inc. within self.
• Proactively promotes Associate engagement and a healthy hospital culture to drive associate retention.
• Partners with hospital leadership to create and maintain a high-performing client service team and an exceptional client and pDVM experience.
• Recruits, onboards and trains CSCs in collaboration with hospital leadership and support partners, and in accordance with BluePearl recruitment practices and hospital’s parapay budget.
• Partners with leadership and support partners to coach CSCs through development and career pathing opportunities, assessments, compensation management, engagement, and retention.
• Schedules CSCs to provide optimal staffing in alignment with operational needs and budgeting guidelines.
• Builds positive internal relationships, models exemplary soft skill behaviors, and coaches effective client service, conflict resolution, and operational acumen to demonstrate high team performance and development.
• Partners with CSM/PM to produce regularly scheduled team meetings that ensure consistent understanding of new ideas and initiatives, protocol and policy changes, and ongoing feedback.
• Clearly communicates with CSCs in individual and group settings.
• Listens and communicates thoughtfully with hospital team, clients and DVMs for effective resolution of client and team concerns.
• Seeks new ways to improve the client experience and hospital’s Net Promoter Score (NPS) through training opportunities, feedback from clients, DVMs, and hospital teams, and triages feedback in client review and survey platforms.
• Collaborates with hospital team to deliver seamless front-to-back of hospital communication to clients and Associates.

Client Service Supervisor

• Supports resolution of escalated financial concerns as needed and ensures timely collection of payment to minimize accounts receivable.
• Facilitates electronic medical record audits to ensure appropriate medico-legal documentation and release of medical records as needed.
• Continuing Education & Career Development
• Participates in a minimum of six (6) internal or external continuing education credit hours annually, preferably in leadership development.
• Completes all mandatory trainings assigned through BluePearl University.
• Additional job duties as assigned.
• Schedule Distribution: 50% CSC and 50% administrative, as staffing permits

EDUCATION/EXPERIENCE
• High school diploma or equivalent required.
• 1-3 years’ client service experience within a fast-paced veterinary hospital environment.
• 3+ years’ client service experience in human healthcare, retail or hospitality-based industry strongly preferred.
• Mastery of Client Service Coordinator Level III experience requirements.
• Proven track record of supporting a high-performing client service team and an exceptional client and pDVM experience, with attention to engagement, collaboration with the hospital team and referring community, and client
service issue resolution.

QUALIFICATIONS
• Mastery of Client Service Coordinator Level III qualifications and competencies.
• Exhibits passion and skill for guiding others in support of an exceptional client experience.
• Demonstrated aptitude in the following Mars Leadership Competencies (MLCs): Directing Others, Fairness to Direct Reports, Functional/Technical Skills, Listening, Motivating Others.

WORKING CONDITIONS

● Ability to stand or sit at a computer station for long periods of time.
● Occasionally exposed to airborne particles and illness from patients and chemicals related to animal care and office
equipment.
● The noise level in the work environment is normally moderate.
● Environment where pets are present.
● The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.