Overview:
Are you looking for an exciting new opportunity to work in a rapidly growing animal hospital that does meaningful and life-changing work? If so, we may be the company for you! The Riverview Animal Health Centre has been in the community for over 50 years and continues to grow every year. With 80+ team members, we are looking to expand yet again and we want you to be a part of our team!
The Riverview Animal Health Centre is a 24-Hour Emergency, Referral and General Practice hospital that provides the highest quality of medical care to the pets in our community and surrounding areas. We have a dedicated team of doctors, registered veterinary technicians, veterinary assistants and client service representatives who are devoted to ensuring your pet receives the best medical care, all while the patient's family receives exceptional customer service.
Front Desk Manager - Riverview Animal Health Centre
The Front Desk Manager's roles and responsibilities include elevating the client experience and leading/developing a growing Front Office team.
Roles and Responsibilities:
- Ensure that Riverview Animal Health Centre is always operating in a way that is consistent with VetStrategy's "Guiding Beliefs"
- Ensuring the highest level of client care
- Working the reception desk during peak times/when required
- Ensuring recruitment levels and development of the Front Office team are inline with the companies goals
- Health and Safety Committee member
- Special projects as assigned by Practice Manager/Associate Practice Manager/Operations Director
Excellent Client Service:
- Develop protocols necessary for the smooth operation of the front end of the hospital
- Ensure consistency in our approach: all clients receive the same excellent customer service, and our policies are enforced uniformly
- Ensure referral process is seamless and conducive to the values of the hospital
- Review PMS appointment scheduler to ensure accuracy, based on the scheduling requirements of the doctor team
- Manage the flow of the front reception area and coordinate with the Floor Manager when business demands increase to ensure client service goals are still being met
- Oversee Client Experience: Responsible for maintaining a clean, tidy and presentable reception area (includes the phone room, store front, front desk/counter); Responsible for resolving maintenance issues in the front of hospital, and/or coordinating with appropriate team members
- Client concern management and delegation
- Be a liaison with fellow department managers to ensure the goals of the hospital are met
- Strive to continually improve client and employee satisfaction and maximize the financial performance of the department
- Achieving budget goals based on labor percentage
Leadership:
- Lead a team of 12-20 team members
- Scheduling
- Coaching and Counselling of team members
- Development/growth of team members
- Recruit, onboard and oversee training processes for all new Front Desk team members
- Conduct training sessions to ensure department is achieving service goals
- Ensure supervisors are developing in their roles
- Hosting monthly departmental meetings
Job Type: Full-time
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Vision care
- Wellness program
Schedule:
- Monday to Friday
- Weekends as needed
Supplemental pay types:
Experience:
- Customer service: 3 years (preferred)
- Leadership: 3 years (preferred)
Work Location: In person
