Clinic Client Services Manager

We ask that all applicants submit both a resume and a cover letter so we can get to know you better—applications without a cover letter will not be reviewed. Preferred candidates will have two or more years' experience in a veterinary clinic, veterinary hospital, animal shelter or control facility, and/or management experience. 

This position is full-time, working four 10-hour days, Monday through Thursday, including occasional evening or weekend hours for medical emergencies, community events, and training.

Rate of pay is $24 - $26 per hour.

The Animal Protective Foundation (APF) is an animal welfare organization serving the greater Capital Region since 1931. Our vision is a community where all companion animals are loved, respected, and receive exceptional care.

We also promote life-work balance and are committed to supporting all of our team members by giving them the opportunity to earn a living wage, offering generous PTO, and matching contributions to our 401(k) plan. Full-time staff are eligible for health, dental, vision, and life insurance benefits.

In a recent survey conducted by the University of North Carolina Charlotte, the Animal Protective Foundation’s staff satisfaction was in the top tier for peer animal shelters nationwide.

The Clinic Client Services Manager (CCSM) is responsible for the daily operations of the clinic front desk ensuring effective operations, outstanding customer service, and compliance with all applicable regulations, policies, and laws. This includes check in/out of patients, schedule coordination with public as well as internal/external shelter pets.  The CCSM supports the clinic manager to ensure clinic surgery schedule expectations are met encompassing both public and shelter needs. The CCSM supports the Clinic Programs Coordinator in scheduling aspects of our Community Pet Wellness Clinics.

The CCSM is typically the first person a guest sees when entering the APF or the first person they talk to on the phone, and it is imperative the CCSM provide the best possible customer experience and consistently strives to improve procedures toward achieving that goal.  The CCSM serves as a trainer, role model, and mentor to support staff for providing outstanding client care, seeking creative solutions to help those in need, and revenue generation through fee-based services.  At the APF, all staff members are active participants in fundraising and are expected, when appropriate, to professionally solicit donations of monetary and in-kind gifts. This position must support all board policies and position statements.

The CCSM supports the clinic manager (CM) and chief operating officer (COO) in staff and volunteer training and the implementation of best practices at the front desks at the clinic. The CCSM will be cross trained to assist at the shelter front desk as needed. This will serve in a dual role with supporting the Shelter Client Services Managers (SCSM) to provide the best care to meet the community needs. 

The CCSM must be a professional, self-motivated, positive, goal-oriented, and organized individual with excellent interpersonal communication and problem-solving skills.

• High school diploma or equivalent is required.  An associate’s degree is preferred. A minimum of one year of customer service experience is required.  A combination of work experience and related education will be considered. 
• Extensive experience working with Microsoft Word, Excel and Microsoft Outlook required.  Experience with ClinicHQ software and PetPoint preferred. 
• Two or more years’ experience in veterinary clinic, veterinary hospital, and/or animal shelter or control facility preferred.
• The candidate should be highly motivated, enthusiastic and self-started with a professional attitude.
• Must be able to learn basic veterinary medical concepts including but not limited to vaccine protocols and anesthetic risks.
• Must be able to communicate basic veterinary concepts to owners and be able to repeat information relayed by a veterinarian.
• Excellent people skills, including communication and interpersonal relations with a high degree of professionalism and competence in dealing with a variety of individuals.  Ability to manage confidential information with discretion and tact.