The Clinic Manager’s primary responsibility is to oversee the day to day operations of the PAWS Chicago Lurie Spay/Neuter Clinic and ensure all visitors have a positive experience. They will drive a customer centric environment, providing the highest level of customer service possible through mentoring, leading and training staff. Must be able to multitask and manage initiatives to ensure clinic clients receive high quality medical care in an efficient, streamlined manner. Additionally, the Clinic Manager will deliver clinic metric reports and financials; manage and mentor clinic staff; goal setting and achievement, all while maintaining a professional and positive work environment. Flexibility, adaptability and problem-solving skills while maintaining a professional image are important in this role due to the fast paced and changing Clinic work environment.
Duties and Responsibilities
Provide exceptional customer service for clients while mentoring staff.
Responsible for the quality & level of service provided by the client service specialists. This includes the customer experience on the phones, the check-ins & pick up.
Manage, train and motivate front desk team to ensure smooth flow of all responsibilities.
Responsible for ensuring staff enter customer and animal information (weight, chip, rabies, services performed, etc.) accurately and timely in clinic database.
Responsible for ensuring the animal’s envelope for each animal contains rabies certificates, copy of the check in report, microchip information and any other pertinent information.
Assist with post-surgical releases as needed.
Update scripts for all calls on an as needed basis.
Perform necessary front desk responsibilities such as scheduling spay/neuter and vaccination appointments both in person and over the phone, process payments and issue refunds.
Manage processes and procedures performed at the front desk, including appointments being scheduled and confirmed in advance, no show follow up calls are completed, voicemails are checked and returned, the check in process is efficient, accurate, and streamlined. This includes ensuring the tools required for this process are efficient and working properly, staff is educating clients on benefits of additional services and products offered.
Ensure that all processes and procedures are fully documented and updated as changes are made.
Handle as point of escalation all customer service and medical issues that arise.
Regularly review and update front desk processes and procedures as appropriate and agreed with the Clinic Director and Veterinarians.
Establish opening and closing responsibilities and ensure the front desk is properly staffed daily.
Proactively monitor the surgical and vaccine appointment volume at least 1 month in advance. Ensure daily surgical and vaccination appointments meet the goals of the clinic.
Be one of the main points of contact for partner rescue groups and transportation groups
Maintain appointments, records and billing for partner rescue groups.
Serves lead on feral check-in and pickup in absence of Assistant Manager
Staff scheduling as coordinated with Clinic Director
Make sure GusMobile check-in paperwork is printed and processed
Collaborate with Clinic Director to ensure the clinic meets surgery, revenue and budget goals.
Complete day end reports to ensure the integrity and completion of the daily balancing of the books and daily deposits
Verify petty cash totals are correct and accounted for properly.
Verify staff hours and payroll in PayCom system in coordination with Clinic Director
Make weekly trips to bank to make clinic deposit
Troubleshoot credit card program and all other technology necessary for daily operations
Ensure medical records are accurately completed and processed.
Post-surgical data is entered daily, which includes test results, microchip numbers, weights, and any changes to owner information
Prepare daily, weekly & monthly reports as coordinated with Clinic Director that are utilized to manage the clinic operations, ensuring accuracy and integrity.
Serve as support in the absence of Clinic Director.
Submit Microchip upload report every two weeks
Submit list of taxable sales items to finance monthly
Perform a quarterly inventory of office supplies and submit to Finance Dept.
Aid Clinic Director with weekly inventory and orders as needed.
Work with Clinic Director as well as staff and veterinarians to address areas of improvement and help to formulate ideas and implementing solutions.
Address client concerns/complaints and find solutions. Consult with Clinic Director, Lead Veterinarian and VP as needed.
Evaluate and identify ways to increase the productivity and efficiency of the clinic daily operations and reporting.
Verify staff has proper and current training as needed for their position.
Deliver necessary information and metrics to management for business improvement as well as communicate areas where protocols are not being followed.
Responsible for hiring of all front desk/phone staff. Aids Clinic Director in hiring/recruitment of medical staff.
Provide regular performance reviews and check ins for front desk and phone staff.
Ensure the lobby literature is stocked, floor and counters are cleaned, and poop bags/spray bottles/paper towels are refilled daily.
Required to be able to work both opening and closing shifts depending on schedule
Availability to work after posted work hours with due to calls from staff, alarm contacts and other emergencies that arise.
Passion for animals and animal welfare.
Ability to remain calm in stressful situations and handle customer issues with poise and respect.
Excel and computer proficient
Demonstrated ability to communicate effectively with all levels of management, key partners and the general public.
Exceptionally strong written and oral communication skills, with the ability to represent the mission, goals, policies and core values of Paws Chicago in an enthusiastic manner
Ability to work and think independently.
Able to meet deadlines.
Well organized with the adaptability to work in a very fast paced and loud environment while maintaining composure and a positive attitude.
Strong time management skills.
Demonstrated customer service, leadership and management skills.
Valid and current driver’s license.
Strong interpersonal skills with the ability to listen, assess and respond with alternative solutions.
Ability to develop proactive measures to achieve desired results.
Must be able to work evening, weekend and holiday hours.
Must be able to work a multiline telephone system.
Must be able to work in a medical environment where blood and needles may be seen.
4 year degree or relevant experience equivalent.
Minimum of 2 years of customer service experience.
Minimum of 3 years of management experience.
Bi-lingual or ability to understand Spanish preferred.
Veterinary, shelter medicine, shelter and/or pet ownership experience preferred.
About PAWS Chicago
PAWS Chicago is the city's largest No Kill humane organization, focused on solutions to end the killing of homeless pets. Since our founding in 1997, homeless dogs and cats killed annually in the City of Chicago has dropped more than 50 percent. PAWS Chicago is working to build a No Kill Chicago -- a city where pets are no longer destroyed just because they are homeless.