Job Description

Fetch Specialty & Emergency Veterinary Centers is seeking a Guest Services Practice Manager.

Is your passion making sure that each and every guest has an excellent experience? If you answered yes, this is the opportunity for you to shine.

The Practice Manager of the Guest Services Department is in charge of the guest services team and is required to lead by example. They are responsible for delegating guest services duties and assignments, coordinating schedules, monitoring guest interactions, incoming and outgoing calls ensuring guest satisfaction. They delegate daily responsibilities on the floor and work directly to guarantee that our guest and patients are responded to in a professional and empathetic manner. The guest services practice manager keeps the department functioning smoothly while anticipating potential problems before they arise. They are an advocate for their team members and can step in to assist whenever needed.

Essential Functions

• Initial responsibilities are to ensure that their designated department is running smoothly and efficiently.
• Oversee and be directly involved in recruiting, all new hire interviews, selection and training.
• Monitor and evaluate guest services operations on a daily basis.
• Review and approve guest invoices.
• Review and approve team schedules to accommodate the needs of the hospital.
• Ensure that the phones and front desk are covered at all times. Breaks should be taken in “down time”.
• The hospital is to be kept clean, well-stocked and organized at all times.
• Continue to develop structures to streamline the guest experience.
• Handle guest concerns in a professional, timely manner.
• Confirm that appointments are being scheduled accordingly and necessary patient histories are received.
• Review and approve guest services timesheets while tracking tardiness and absence concerns.
• Review and complete 60 day introductory and yearly evaluations for all team members.
• Establish and create a positive work environment for all Fetch team members.
• Provide weekend and after hours coverage for the hospital in rotation with the other practice managers.
• Other duties as assigned.

Competencies

• Great Attitude
• Technical Capacity
• Strategic/Forward Thinking
• Decision Making
• Exceptional Communication Skills
• Ethical Conduct
• Collaboration Skills
• Conflict Resolution
• Motivated, Compassionate, and Detail-Oriented

Requirements

Must be high school graduate

2-3 years of guest services experience preferred

Specialty / ER veterinary medical experience preferred

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Safe Harbor 401K with Company Match
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Personal)
• Holiday Pay
• Paid Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Team member Pet Discount
• Continuing Education
• Uniform Allowance
• Tuition Reimbursement

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