Receptionist / CSR Manager

Colerain Animal Clinic, Inc•West Chester Township, OH

12d

About The Position

The Receptionist Manager will spend approximately 70% of their time performing receptionist duties. While performing these duties, they should also be observing and evaluating other receptionists to guide and assist them. This position will set an example for all other receptionists. Delegate those receptionist tasks that can be handled by others and which tend to take time away from Receptionist management duties. The Receptionist Manager will devote approximately 30% of their time to management duties. These duties include special projects, implementation of new ideas and/or procedures and employee management (training, discipline, scheduling, etc). Prioritize projects and complete them in the order of greatest importance. Focusing attention on one or two projects at a time will help reduce stress levels and ensure greater accuracy. This position must know when to say they are too busy to take on a new project.

Requirements

Knowledgeable regarding related federal and state animal health laws and regulations including OSHA. Ensure that the hospital and the healthcare team are in compliance with regulations. Inform the veterinary practice manager of any regulatory issues.
Knowledge of hospital procedures and operating instructions for making appointments, assembling patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.
Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports according to alpha, numeric or subject matter headings.

Responsibilities

Provide strong leadership and supervision to receptionists.
Maintain a high level of customer service, hospitality, and professionalism for all receptionist staff.
Set standards of performance that must be met to effectively keep the reception area and the hospital running smoothly.
Oversee the daily operation of the front office and delegate duties to each employee to ensure daily tasks are accomplished.
Address client concerns professionally and refer medical concerns or unresolved issues to clinic manager.
Receive/oversee the receipt of telephone calls and clients to Noah's Ark Animal Clinic. Educate clients and reception team regarding hospital policies.
Set up and maintain a schedule for the receptionist staff that provides adequate staffing. Adjust schedule during each week to ensure no receptionist goes into overtime.
Communicate and coordinate with Practice/HR Manager when disciplining receptionist staff is necessary.
Be proactive in maintaining the morale of the receptionist staff. Receptionists need to know that they are valued and appreciated.
Oversee hiring, training, and annual evaluation processes for all receptionists. Make recommendations for personal future goals and/or career development within the practice. Evaluations must be conducted within 30 days of being notified by HR, and should include discussions of employee strengths, areas of improvement, and establishing individual annual goals.
Conduct monthly departmental meetings and schedule in-service meetings as deemed appropriate and necessary.
Mediate any interpersonal problems.
Meet weekly with the Practice Manager to discuss any problems or improvements.
Give prompt attention to requests for meetings, repair and supplies.
Whenever needed, assist with emergency scheduling.
Oversee Receptionists in scheduling, reminding, and following up with Surgical Appointments. Coordinate schedule and availability of appointments with Surgery Department .
Knowledgeable regarding related federal and state animal health laws and regulations including OSHA. Ensure that the hospital and the healthcare team are in compliance with regulations. Inform the veterinary practice manager of any regulatory issues.