Tufts University

Research university in Medford, MA

Client Services Assistant Manager

Clinical Support & Patient AdministrationConfirmed live in the last 24 hours

Full-timeGrafton, MA, USA$30.65 - $42.30In-person

About the Job

Requirements

A high school diploma or equivalent, or a bachelor's degree.
Five years of related experience, including customer-service and supervisory experience in a service-oriented environment, or one to three years of related experience.
One to three years of proven experience establishing and maintaining excellent customer service and hospitality and implementing policies that improve client service.
One to three years of direct staff supervision, development, and training experience.
Two years of accounting experience, including reconciliations, invoicing, and preparing and discussing estimates, payment options, and policies with clients.
Strong computer skills with Microsoft Excel, Word, PowerPoint, electronic medical records, Outlook, and computer- and phone-based communication systems such as Jabber and soft phones.
Strong writing and public-speaking skills.
Certifications in office management, leadership development, coaching, or client service areas; knowledge of medical or veterinary terminology.

Responsibilities

Oversee front-end collections and patient check-in and check-out activities while supervising Assistant Supervisors and Client Service Assistants to ensure optimal client service and care.
Work as a supervisor for up to 40% of the work week.
Develop departmental and interdepartmental policies and procedures to enhance customer satisfaction and resolve client concerns.
Hire and onboard front-office staff.
Collaborate with the Client Service Manager, Chief Operating Officer, Hospital Director, and hospital departments to continuously evaluate and improve front-desk and client-services operations.
Directly supervise Reception Supervisors, Assistant Supervisors, and Client Service Assistants across all shifts.
Recruit for the Client Service Area, including the medical records service area.
Manage general hospital calls on weekends and evenings.
Provide job direction, coaching, training, and continuing-education guidance to ensure excellent service to internal and external clients.
Recommend, develop, and execute client-service protocols to enhance customer service and increase efficiency.
Manage written standard operating procedures, contributing directly to their development for front-desk activities.
Partner with the Client Service Director to develop interdepartmental workflows that improve communication between administrative and clinical teams.
Oversee reception department and team performance, including financial transactions, collections, internal services, and client services, and maintain the client-service Net Promoter Score.
Work with the financial counselor and collections team to support clients' financial needs.
Conduct monthly staff meetings in collaboration with department supervisors.
Oversee staff onboarding, retention, holiday and on-call schedules, and training programs.
Review and respond to client concerns and document them in StringSoft.
Develop and deliver client-service training.
Produce weekly, monthly, and annual reports on appointment data as directed.
Identify client-service gaps and inefficiencies affecting time, cost, client, employee, or student satisfaction, and escalate them as appropriate.
Complete special projects as assigned.
Oversee all client financial transactions at the hospital front desk.
Oversee collection of client payments by cash, check, and credit card; ensure financial policies and internal controls are enforced and security measures and protocols are followed.
Oversee the CareCredit program.
Work with Accounting staff to reconcile discrepancies and verify financial information.
Oversee staff weekly payroll and overtime.
Provide and ensure staff compliance with department protocols and standards.
Train and supervise staff in welcoming clients and patients; guiding them through arrival and departure; liaising between clients and clinical services; registering scheduled and emergency visits; reviewing and updating client and patient information; reviewing estimates and collecting deposits; obtaining required signatures; explaining visitation, financial, and discharge policies; coordinating discharges and drop-offs with clinical teams; providing finalized discharge reports, medications, and pet food as directed; completing day-end financial reconciliation; scheduling follow-up appointments; and performing miscellaneous duties as assigned.

Desired Qualifications

One to three years of experience in an academic medical center.
Financial, insurance, or claims experience.

Overview

The Foster Hospital for Small Animals at 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 Foster Hospital, includes Reception, Client Liaisons, ECC Triage, General Calls, 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.

What You'll Do

The Client Services Assistant Manager is responsible for overseeing the front-end collections, patient check-in and check-out activities, while supervising Assistant Supervisors and Client Service Assistants to ensure that the reception team provides optimal client service and care. This position will be a working supervisor up to 40% of the work week. The Client Services Assistant Manager is also responsible for developing policies and procedures within the department and interdepartmentally to enhance customer satisfaction, resolve client concerns. This role will be responsible for hiring and on-boarding staff all front office staff. This position collaborates with the Client Service Manager, Chief Operating Officer, Hospital Director and all hospital departments in continuous evaluation and improvement of front desk/client services operations.

Management:
- Direct supervision of Reception Supervisors, Assistant Supervisors and Client Service Assistants (all shifts – 24/7)
- Recruitment for Client Service Area including medical records service area.
- Manage General Hospital Calls (weekends and evenings)
- Ensure excellence in client service with internal and external clients by providing job direction, coaching, training, and continuing education guidance.
- Recommend, develop, and execute client service protocols to enhance customer service and increase efficiency.
- Manage written policies (SOPs) with direct input in their development for front desk activities.
- Partner with Client Service Director on the development of interdepartmental operations workflows to enhance efficiencies in communications between administrative and clinical teams.
- Responsible for client reception department and team performance including all financial transactions, collections, internal services and client services (maintaining client service score NPS)
- Interface with financial counselor/collections team to provide support to client’s financial needs.
- Conduct monthly staff meetings in collaboration with department supervisors.
- Oversee staff onboarding, retention, holiday, and on-call work schedules and training programs.
Administrative:
- Review and respond to client concerns, document in StringSoft.
- Develop and deliver client service trainings.
- Produce weekly/monthly/annual reports as directed for appointment data.
- Identify gaps and inefficiencies in client services – time, cost, client – employee- student satisfaction, and escalate as appropriate
- Special projects as assigned.
Financial Management:
- Responsible for all client financial transactions at Foster Hospital front desk.
- Responsible for the collection of payments from clients by cash, check and credit cards. Ensure financial policies are enforced with internal controls. Direct staff ensure that security measures are in place security protocols followed.
- Oversee the Care Credit Program.
- Work with the Accounting staff to reconcile discrepancies and verify financial information.
- Responsible for staff’s weekly payroll and managing over time.
Reception Coordination: Provide and ensure staff compliance on department protocols and standards including:
- Train & supervise staff to….
- Welcome clients and patients to the Foster Hospital
- Guide clients and patients as they arrive in the lobby and as they exit from clinical areas.
- Serve as a liaison between clients and clinical services.
- Register both scheduled and emergency client visits. Review and update client and patient information. Review the estimate with client and collect deposit. Request client signatures on required documents. Review hospital visitation, financial and discharge policies.
- Coordinate discharges and drop-offs with clinical teams; give client finalized discharge report, medication and pet food as directed.
- Complete day-end reconciliation of financial transactions.
- Schedule follow-up appointments with clients.
- Miscellaneous as assigned

What We're Looking For

Basic Requirements:
Knowledge and experience typically acquired by:

High School Diploma or the equivalent or
Bachelor's Degree
five years related experience including customer-service and supervisory experience in a service-oriented environment or
1-3 years related experience
1-3 years proven experience establishing\maintaining excellence in customer service and hospitality, as well as implementing policies that improve client service
1-3 years direct staff supervision; development and training experience
Two years accounting experience including reconciliations, invoicing, preparing and discussing estimate and payment options and policies with clients
Strong computer skills with Microsoft Excel, Word, PowerPoint, Electronic Medical Records, Outlook and computer/phone-based communication systems such as Jabber, and soft phones.
Strong writing and public speaking skills
Certifications in office management, leadership development, coaching or client service areas. Knowledge of medical\veterinary terminology.

Preferred Qualifications:

1-3 years experience in an academic medical center
Financial/insurance/claims experience

Pay Range

Minimum $30.65, Midpoint $36.40, Maximum $42.30

Salary is based on related experience, expertise, and internal equity; generally, new hires can expect pay between the minimum and midpoint of the range.

About the Company

Tufts University

Research university in Medford, MA

Tufts University is a private research university headquartered in Medford, Massachusetts. It offers undergraduate, graduate, and professional programs through schools in the Boston area and beyond.

Company size: Not listed
Company stage: Not listed
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