Client Manager

Goals:

• To build a lasting and meaningful relationship with prospective and current clients

• To help maintain cleanliness and day-to-day operations at the clinic

• To assist with scheduling sessions, tracking of plans of care, and processing payments

• To give hands-on assistance to our physical therapists as needed with dogs who may require the extra help

Tasks:

• Provide the most outstanding experience for every client and patient

• Maintain cleanliness and effective setup of clinic daily

• Assist therapists as needed during sessions

• Contact new clients coming into the clinic one day in advance to ensure they have confirmed their appointment and have no further questions

• Follow-up with new clients 24 hours after their initial appointment to ensure satisfaction is being achieved

• Have conversations regarding payments, time, and alternative options

• Conduct outreach to clients and veterinary offices to obtain outstanding intake documents

• Maintain contact with active patients on a regular basis to make sure their needs are being met

• Answer the phone with general questions and direct calls to Client Manager as needed

• Check and reply to any missed emails, texts, or calls, or forward to Client Manager

• Assist Client Manager with log of communications with clients in an efficient and cohesive manner

• Order and send condolence gifts for clients whose pets have passed away

• Collect payments for services and packages as needed, making sure that such payments are entered into EMR system

• Create and send receipts to clients for insurance reimbursement and appropriately track when receipts can be sent for patients on a payment plan

• Collect payments for products sold and assist with inventory tracking

• Assist with pictures/videos for content

• Manage list of upcoming birthdays and send birthday cards

• Demonstrate initiative to engage in minimum 2 hours/week of self-development and personal growth

• Demonstrate initiative to engage in community events as needed

• Potentially work some evenings and weekend mornings

• Upload photos into patient files

• Scan and upload signed forms into patient files

• Update payment plan tracking sheet as needed

• Prep educational material packets to have on hand at the clinic for new patients

• Sanitize gym equipment regularly

• Manage client snack and drink area and make sure it is always stocked

• Coordinate with direct supervisor when needed to make sure all daily and weekly tasks are being accomplished

Skills & Competencies:

• Communicate comfortably and with ease, strike up a conversation with anyone, enjoy talking to people, and effectively communicate both verbally and in writing

• Be able to answer the phone with general questions and recognize when to direct calls to Client Manager

• Be able to hold meaningful conversations with clients and create a welcoming environment for them

• Take on a nurturing style that encourages clients to increase their propensity to engage with the business

• Have a "close every conversation" mentality to ensure no clients are left without an agreed upon course of action and all questions are answered

• Be comfortable in conversations dealing with money, cost, payment plans, and value

• Be able to handle objection, be undeterred when a client says “no”, and be comfortable continuing the conversations and making follow up calls to hesitant potential clients

• Demonstrate experience and ability using positive reinforcement techniques when assisting therapists or clients with their pets

• Be able to follow scripts provided, but flexible and adaptable to changing scripts as needed

• Communicate effectively with staff about any issues with a client or patient

• Recall names of all clients and patients, making them feel welcomed and remembered

• Be proficient in organization and planning: facilitate schedules in an efficient, productive manner, and focus on key priorities as they shift daily

• Follow through on commitments and verbal and written agreements

• Demonstrate an ability to quickly and proficiently understand and absorb new information

• Be attentive to detail and keep important details from slipping through the cracks

• Be persistent and demonstrate tenacity and willingness to go the distance to get something done

• Be proactive, take initiative without being told what to do

• Bring new ideas to the team, and demonstrate a record of seeking out learning experiences

• Be alert and able to spot potential referral situations or opportunities for the sale of other products and services

• Demonstrate computer literacy – Google, Facebook, Instagram, Excel; knowledge of CRM (IntakeQ, Trello) or training will be provided

Job Types: Full-time, Part-time

Pay: $20.00 - $28.00 per hour

Expected hours: 30 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Practice management: 1 year (Preferred)

Work Location: In person

Salary : $20 - $28