Description

Animal Dermatology Group (ADG) is the largest veterinary dermatology business in the U.S., providing the highest quality care to pets with acute and chronic skin conditions. We operate large, multi-doctor referral practices specializing in veterinary dermatology throughout the United States and internationally. In the U.S., our doctors practice out of 15 primary clinic locations and more than 25 satellite locations nationwide and we strive to lead in clinical practice, research and education in our field. In additional to providing advanced, specialized care to patients and supporting general practice veterinarians, ADG participates in drug/product development and clinical trials and dermatology resident training.

Animal Dermatology Clinic - Tustin is seeking a Front Office Supervisor to perform a wide range of difficult to complex administrative activities related to Animal Dermatology Clinic, providing quality patient care and excellent client service, coordinating and representing all facets of client services, managing finances and accounting, marketing and promotion of services, staffing and personnel operations, and discretionary activities, that serve to support effective business operations. You will serve as a leader and role model to the staff while ensuring that everyone meet and greet clients and their pets and to serve as a good will ambassador for the clinic.

Requirements

Knowledge, Skills and Abilities:

• Excellent client service skills.
• Human resource skill.
• Financial budget management.
• Knowledge of sales and marketing techniques.
• Good communication skills, both written and oral.
• Goal oriented.
• Background in managing service-oriented operations.
• Ability to plan, organize and effectively present ideas and concepts.
• Ability to take information obtained from clients, staff, and other sources, discern that which is credible and assess the clinic and its operation objectively.
• Must be able to handle multiple tasks at once, and deal with high levels of stress in an environment of changing priorities.
• Excellent phone skills.
• Computer skills preferred.
• Must be friendly, outgoing, “people-oriented.”
• Excellent communication skills.
• Ability to work in a team-oriented environment.
• Well groomed, organized and detail oriented.
• Ability to take direction.
• Ability to handle money accurately and honestly.
• Must possess sound decision-making skills and multi-task while working in an environment of stress.

Education and Experience:

• High School Diploma.
• Client relations experience and experience working with the public, i.e. service business.
• Knowledge of sales and marketing techniques.
• Human resource and training skills.
• Thorough knowledge of the veterinary and/or dermatology profession, experience in a veterinary clinic or other doctor’s office is a plus.

Authority:

• Interview, hire, train, review, schedule, discipline, and discharge front staff.
• Can transfer employees to work another position within the clinic.
• Can transfer employees from part-time to full-time staying with controlled payroll budget.
• Handling money, balancing cash drawer, making bank transactions.
• Effective determination and scheduling of emergencies.
• Authority to delay disputed charges until further reviewed by clinic manager.
• Authority to resolve client service issues within established guidelines.

Physical Requirements:

• Dependable attendance is required.
• Any allergies to animals must be controllable through medication.
• Must be willing to work long or irregular hours under pressure conditions.
• This position requires the ability to walk, bend, stand and reach constantly during a minimum 8-hour day.
• Visual acuity sufficient to maintain accurate records recognizes people and understands written directions.
• Ability to speak and hear sufficiently to understand, give information in person and over the telephone.
• Fine motor skills adequate for utilizing office equipment such as computers, telephones, copiers, fax machines, etc.

Duties:

The following is a list of essential job requirements. This list may be revised at any time and additional duties not listed here may be assigned as needed. Job functions and Job Responsibility include:

1. Staff Management

2. Patient Management

3. Client Management

4. Office Management

5. Production Management

6. Records Management

7. Financial Management

8. Marketing Management

9. Facility Maintenance and Housekeeping

10. Meetings

11. Communication

12. Pharmacy, Retail and Additional Service Sales

13. Client Service

Staff Management:

• Hiring with appropriate references.
• Staff performance and salary reviews.
• Disciplinary actions, including oral and written. Employee terminations.
• Training, education, developing of staff.
• Scheduling.
• Assign job responsibility to each staff member, directing traffic in clinic, i.e., patient care, treatments and staff duties on a daily basis.
• Supervise staff to assure that each job is being effectively handled.
• Employee policy enforcement.
• Employee relations, morale building and communications.
• Payroll calculations, goal calculations, time clock maintenance.
• Monitor employee competence and effectiveness.

Patient Management:

• Oversee process of patient admitting, hospitalization and discharging.
• Responsible for administration, delegation and completion of veterinarian’s medical orders.
• Mentor (work with) technical staff in nursing care, anesthesia, skin tests, surgery, laboratory and pharmacy ensuring that staff is trained and following standards of quality medical care.
• Ensure that all patient medical and surgical records are complete and accurate.
• Perform all duties of a technician with excellence, and fill in as necessary.

Client and Front Office Management:

Oversees training of all staff in accordance to the principals of the core values, mission statement and vision in their daily job performance and that the above is known and practiced by all.

• Oversee client flow to ensure that clients and patients are seen and treated in a professional, timely and competent manner.
• Generate, present and explain fee estimates for treatment/surgery to clients.
• Handles client complaints with concern and diplomacy.
• Accurately communicates medical/surgical information to clients.
• Ensure that all referral letters and communication to referring DVM are sent out in a timely manner. Assist with general comments and questions from referring hospitals.
• Send client cards and letters, i.e., thank you notes, sympathy cards, welcome cards, as directed by management team.
• Prepare, distribute and explain client education materials.
• Assist Doctors and Operations Manager with administration and review of client medical complaints.
• Demonstrate excellent relations with clients/pets in waiting and/or exam rooms and ensure that front office staff adhere to the following:

o Ensure that clients and pets feel welcome and comfortable.

o Serve as “Ambassadors” - creating and maintaining goodwill for the clinic.

o Build rapport with clients.

o Immediately greet clients and pets by name.

o Quickly understand client needs and initiate the process of meeting those needs.

o Help new clients completely fill out the registration form. Inform new clients about services, etc. that your clinic offers.

o If there is a delay, i.e., the doctor is behind schedule, keep clients informed of expected waiting time.

o Know enough about general animal husbandry and pet care to be able to educate clients and to answer non-medical questions that the client may have or to inform them of things their pet may need:

o Basic dietary recommendations (types of diets that may be recommended for a pet).

o Antigen demonstration and various allergy or dermatology related instructions.

o Indications for routine tests (i.e. biopsies, cytologies, skin tests, blood work, etc.).

Answer Telephones and Make Appointments:

• Exhibit a “come in now” attitude towards clients and patients.
• Answers telephone promptly.
• Encourage the client to make an appointment if the pet has any problem that is concerning to either the client or you.
• Schedule appointments and other patient visits in appointment book, including re-check appointments, surgeries, and drop offs.
• Reschedule any missed appointments.
• Understand and use excellent telephone etiquette.
• Call clients to confirm appointments, remind of missed appointments and laboratory results as well as callbacks for procedures performed.
• Refuse to diagnose pet health care problems over the telephone.

Maintain Charts and Computer Records:

• Keep charts and computer records updated with current client and patient information, i.e. address or telephone number and/or vaccine due dates, other reminders, age, etc.
• Prepare charts for new clients and/patients.
• Prepare charts for patients prior to appointment including all necessary forms, authorizations, and instructions as necessary.
• Handwriting must be neat and legible.
• Open an order or start an invoice as each client enters the clinic. Recommend any needed service, i.e. vaccinations, heartworm testing, etc.
• Calculate client’s invoice and collect payment.
• File charts in appropriate areas as needed.
• Do routine computer reports and backups.

Financial Responsibilities:

• Verify that all provided services and/or products have been accurately entered in the computer on the client’s order/invoice and under the correct employee number.
• Balance the cash drawer with the computer summary report accurately.
• Prepare deposit slips and/or cash balancing worksheet for the daily bank deposit as directed by the Operations Manager.
• Keep cash/checks, etc. secure at all times.
• Oversee compliance with call back system including overdue reminder calls.
• Check all transactions for accuracy and missed services through regular daily audits.
• Collect deposits and payments for services at the time they are rendered.

o Clients should pay their bill before they leave the clinic.

o Follow appropriate protocol, i.e., credit applications, promissory notes and approval by practice manager or veterinarian, in cases where clients cannot pay their balance.

o Print receipt and give to client for each visit.

Office Management:

• Modify and update systems and procedures wherever needed to better serve clients, patients, the practice and employees, i.e., modify schedules for the most productive use of time.
• Verify receipt of all inventory and supplies, mark invoices and packing slips received and send to Financial Coordinator for payment.
• Perform transaction corrections.
• Ensure that the OSHA and Safety program, procedures and reports are being continuously monitored, and updated to keep the clinic is in safety compliance.

Production Management:

• Meet with the Corporate Managers and Executive Officer regularly to discuss, evaluate and plan for the welfare of the practice.
• Ensure that marketing events are effective - internal and external.
• Motivate staff.
• Review all transactions for accuracy and missed services through regular daily audits.
• Ensure that satellite clinic travel bags and records are properly prepared. In addition, ensure that clinic protocols are followed, with the same service expectations.
• Oversee satellite clinic technology needs, ensuring that proper connectivity is maintained.
• Supervise cash handling and prescription refills, ensuring that all transactions are completed at the clinic and antigens/prescriptions are promptly mailed in the correct packaging.

Records Management:

• Oversee that records are kept up to date. This includes client records with charges, medical history, medications administered, laboratory reports, etc.
• Ensure that the all clinic logs are being kept up to date and accurate including anesthesia /surgery and controlled substance logs.
• Ensure that system of pulling charts, authorization forms for skin tests, laboratory, surgery, euthanasia, etc., callbacks, client cards and filing is in place and all staff are in compliance.

Financial Management:

• Monitor the cost of purchasing so the practice operates within budget.
• Monitor staff scheduling so the practice operates within budget.
• Monitor and approve all expenditures within guidelines.
• Review the income statements and other financial data to find ways to improve revenues and clinic contribution.
• Review charges on a daily basis to ensure that all charges have been captured.

Marketing Management:

• Understand, participate and support planned marketing events and programs.
• Ensure that the clinic staff utilizes the marketing tools and materials.
• Ensure that the clinic staff follows instructions for implementing authorized marketing discounts in the computer system.

Facility Maintenance:

• Verify that the front desk, reception area, waiting areas, exam rooms and treatment areas are neat and clean at all time. Ensure that all areas that clients have access to are free from feces, urine, hair and debris. The areas should be kept free from clutter and fresh smelling.
• Periodically check the outside of the clinic for feces, urine, smells, etc. and keep clean and neat. Also examine glass doors and windows for smudges and clean when necessary.
• Ensure that plumbing, electrical, computers, air conditioning/heating, etc are in working order.
• Keep the client refreshment area in the clinic stocked, operational, neat and clean at all times.
• Keep your appearance always clean and neat.
• Wear your nametag and a clean, pressed uniform at all times.
• Endeavor to keep the waiting area reading and educational materials current and orderly.
• Keep office plants watered as needed.
• Monitor janitorial responsibilities.

Meetings:

• Assist in the planning of clinic management meetings.
• Organize monthly staff meetings in conjunction with clinic management team and ADC guidelines.

Communication:

• Read and respond to all communication in a timely manner.
• Ensure the ADC policies, guidelines and recommendations are quickly communicated to clinic staff and adequate training follows.

Pharmacy, Retail and Additional Service Sales:

• Fill prescriptions and dispense medications as directed by a veterinarian.
• Explain prescription directions to clients.
• Adequately train staff to sell, explain and answer questions regarding pharmacy, retail and additional service sales.
• Motivate staff to continuously promote pharmacy, retail and additional services as well as participate and promote any additional marketing add-ons that accompany these sales.
• Understand the benefits of the retail products we offer and how they are used. Must be able to promote them to our clients.

o Dietary products.

o Flea products and shampoos.