COME JOIN BALTIMORE'S BIGGEST AND MOST ADVANCED VETERINARY HOSPITAL!
The Veterinary Manager for Client Experience oversees the overall daily management and direction of the hospital related to client experience/care. This individual provides leadership, planning, staff management and operational oversight to support the clinic in achieving its goal of providing superior customer service to its clients. This manager will work to continuously improve the patient/guest care and client experience. Provides direct supervision/support to a large client experience department of receptionists and call center personnel. In addition, this individual will work collaboratively with the hospital management team, doctors, human resources, and staff to ensure effective operations.
Who is Eastern Animal Hospital?
We have been committed to delivering excellence in medical care and pet well-being for over 30 years.
We are a member of AAHA’s elite group of accredited hospitals. Privately owned and operated.
Our core values emphasize: respect, recognition, teamwork and leadership, collaboration and cooperation.
Our leadership and managers work closely with all of our teams.
We are a Team of Teams: Customer Care Specialists, Veterinary Team, Tech Team, Kennel/Boarding, and Doggie Daycare.
Our beautiful new facility is an award-winner in 2020 Hospital Design of the Year. You have to see it to experience it.
Opportunities to grow and develop in an environment dedicated to team well-being.
Committed to a process of ongoing process improvement to achieve client and pet well-being.
Are you the team member we’re looking for?
Possesses a Bachelor’s degree in business administration, healthcare administration, management or a relevant field is preferred. Equivalent knowledge, training, experience and education will be considered. High school diploma required.
Have proven work experience of 3+ years as a supervisor or manager of a large dynamic team.
Must be people oriented
Must be very detail-oriented, process oriented and results driven; must be adaptable/flexible in leading change
Must be a solutions-oriented leader with a project management approach; Must be able to innovate and enhance processes and procedures to achieve departmental and hospital-wide services/performance excellence
Must have demonstrated ability to develop strategies and tactics to achieve client service excellence targets, including investigating service issues and coordinating efforts for improvement; must be able to monitor client surveys for trends, proactively contacting clients, targeting responses to those clients
Must be able to problem solve and juggle completing deadlines with minimal oversight
Possess skills in conflict resolution as it relates to team members and client grievances
Excellent communication skills - both orally and in writing;
Ability to communicate effectively and in a positive manner
Strong leadership skills
Works well both in a team environment and independently, but is an excellent team player
Must have a high level of emotional intelligence – i.e. demonstrated self-awareness and social skills in a leadership position
Must have demonstrated success in the following areas to include: Aligning/scheduling resources to meet demand; Recognizing/identifying bottlenecks caused by processes and solving the bottleneck; Must be competent in writing Standard Operating Procedures
Conflict resolution; Leveraging diversity; Building group alignment and cooperation to achieve department and company goals; Facilitating teamwork and team commitment; Enthusiasm
Must be someone who listens and acts with integrity, compassion, and a team spirit!
Good sense of humor is a huge plus!
Additional Salary Information: What we Offer – Incredible Benefits --
Employee Pet Discounts
About EASTERN ANIMAL HOSPITAL
Eastern Animal Hospital is the home to "Baltimore's Best Vets!"
At Eastern Animal Hospital, we realize pets are family and they deserve the best care possible.
Eastern Animal Hospital is a modern, state-of-the-art, nearly 16,500 square foot facility that provides professional and compassionate care - with the total well-being of pets as their main concern!