As a Client Service Supervisor, this incumbent will play a pivotal role in ensuring the seamless operation of our Large Animal client service team at the Veterinary Teaching Hospital (VTH). This dynamic position has a strong focus on mentorship, coaching, and driving cultural change within the organization. You will be at the forefront of managing relationships with clinicians, understanding and performing day-to-day functions, and developing strong connections with referral veterinarians, and have direct oversight of our billing operations. Your ability to handle frontline internal and external customer issues will be crucial in maintaining excellent client satisfaction.
30% Lead, motivate, and develop a high-performing client service team. Provide ongoing training and mentorship to team members to enhance their skills and knowledge. Conduct regular team meetings and solicit feedback for continuous improvement. Drive cultural change within the client service department to foster a collaborative and customer-centric environment. Identify areas for improvement and implement strategies to enhance team efficiency and effectiveness. Promote a positive and inclusive workplace culture through effective communication and leadership. Serve as a working supervisor and provide direct support to the team.
20% Oversee the client billing process to ensure accuracy and efficiency. Responsible for direct oversight of the monthly billing process and manage the collection process at different stages to optimize cash flow. Monitor accounts for timeliness of payment, and prepare delinquent accounts to submit to the state's collection agency, ensuring compliance with regulations and timelines. Implement and maintain best practices for timely invoicing and payment reconciliation. Generates monthly accounts receivable reports for VTH administration. Negotiate payment with Corporate Account holders.
15% Gain a deep understanding of scheduling processes to optimize appointment bookings and manage client expectations. Collaborate with scheduling team member(s) to streamline processes and improve overall efficiency. Implement strategies to address scheduling challenges and ensure optimal utilization of resources.
15% Collaborate with clinicians to ensure timely closure of bills and adherence to billing policies. Follow up with clinicians to address billing discrepancies and maintain a collaborative relationship. Work closely with clinicians to understand their needs and preferences in client interactions. Facilitate communication between client service and clinical teams to ensure a coordinated approach to patient care. Act as a liaison between the client service department and other clinical support functions. Cultivate relationships with referral veterinarians to enhance business partnerships. Ensure timely delivery of records and discharge summaries to the referral veterinarian, maintain and update referral veterinarian information to ensure effective and consistent communication, and provide information and feedback in regards to customer facing activities to the VTH administration.
10% Act as the point of escalation for complex customer issues, both internal and external. Address client inquiries and concerns related to the front desk with a focus on maintaining positive relationships. Resolve issues promptly, ensuring a positive client experience. Implement strategies to prevent recurring problems and improve overall customer satisfaction. Escalate complex issues to upper administration.
10% Other duties as assigned
Minimum Qualifications:
Bachelor's with 3 years of experience.
Specific experience: 3 years of experience in a leadership role with direct supervisory duties.
LSU values skills, experience, and expertise. Candidates who have relevant experience in key job responsibilities are encouraged to apply— a degree is not required as long as the candidate meets the required years of experience specified in the job description.
Preferred Qualifications:
Bachelor's with 5 years of experience.
Specific experience: 5 years of experience in a leadership role and knowledge of the equine and food animal industry.
Preferred Certifications/Licenses:
Certified Veterinary Practice Manager (CVPM)
Special or Physical Qualifications:
Per PS 18- This position is a part of the Emergency Response Personnel - these personnel are linked with the hospital during any emergency response event and are expected to report in and perform as outlined in the emergency response plan.
Cash Handling -This position has access to/directly handles cash. Financial history/credit check required per FASOP HR-04.
Required to be capable of lifting more than 50 pounds, standing or walking for prolonged periods, able to reach above and below the shoulder, vision (near sight), vision (far sight), kneel or sit on the floor, push/pulling, grasping, crawling bending, squatting, and/or twisting.
We teach. We heal. We discover. We protect. Join us at LSU Vet Med as we make a profound difference in global health!
Background Check - An offer of employment is contingent on a satisfactory pre-employment background check.
Benefits - LSU offers outstanding benefits to eligible employees and their dependents including health, life, dental, and vision insurance; flexible spending accounts; retirement options; various leave options; paid holidays; wellness benefits; tuition exemption for qualified positions; training and development opportunities; employee discounts; and more!
Positions approved to work outside the State of Louisiana shall be employed through Louisiana State University’s partner, nextSource Workforce Solutions, for Employer of Record Services including but not limited to employment, benefits, payroll, and tax compliance. Positions employed through Employer of Record Services will be offered benefits and retirement as applicable through their provider and will not be eligible for State of Louisiana benefits and retirement.
All candidates must have valid U.S. work authorization at the time of hire and maintain that valid work authorization throughout employment. Changes in laws, regulations, or government policies may impact the university’s ability to employ individuals in certain positions.
For questions or concerns related to updating your application with attachments (e.g., resumes, RS:17 documents), date of birth, or reactivating applications, please contact the LSU Human Resources Management Office at 225-578-8200 or email HR@lsu.edu. For questions or concerns regarding the status of your application or salary ranges, please contact the department using the information provided in the Special Instructions section of this job posting.