Cummings School of Veterinary Medicine at Tufts University provides 24-hour care for pets 365 days of the year. Since 1985, we have offered high quality medical care, consultation, referral, and emergency veterinary services for the care of dogs, cats and exotic pets. The hospital also serves as the primary clinical training environment for veterinary students, interns and residents. The Client Service Department, in the Large and Small Animal Hospitals, includes Reception (HLA and SAH front desks), Client Liaisons, Switchboard and Medical Records. The primary function of this department is to ensure excellence in client service and experience in all interactions at the Foster Hospital for Small Animals and the Hospital for Large Animals.
What You'll Do
The Client Service Supervisor (Liaisons) directly oversees the daily operations and staff of the Liaison department This position is a working supervisor; up to 40% - 70% of the work week will be spent covering shifts in the liaison department. The supervisor works as part of an integrated care team to provide high quality administrative support and service to external and internal customers. Primary responsibilities are covering shifts within the liaison modeling best practices in client interaction to staff, providing strong leadership, professionally developing teams, motivating and coaching staff to be a highly effective customer service team, initiating and managing improvement initiatives, creating strong relationships with staff, faculty, house officers and technicians. This position works in collaboration with supervisor peers, the Client Service Manager, the Associate Medical Directors, the Hospital Administrator and Hospital Medical Director in continuous evaluation and improvement on procedures.
What We're Looking For
Minimum Required Experience, Education, Background, And Certifications/Licenses
High School Diploma or the equivalent with 5 years related experience including customer service and supervisory experience in a service-oriented environment OR Bachelor’s degree plus 3 years related experience. Strong computer skills with Microsoft Excel, Word, PowerPoint, Electronic Medical Records (EMR), Outlook. Strong writing and public speaking skills. 3 years proven experience in leadership, team development, establishing/maintaining excellence in customer service and hospitality, as well as implementing policies that improve client service. 3 years direct staff supervision, development and training experience. 2 years’ experience in a call center or related area.
Additional Preferred Experience, Education, etc.
3+ years of experience in a related veterinary or human medical field. Bachelor’s degree in related field. Certifications in office management, leadership development, coaching or client service areas. Knowledge of medical/veterinary terminology. Experience in telecommunication implementation.