Client Care Manager - Veterinary

If you are a current Linnaeus Associate, you will need to apply internally. In order to do this, please contact our Talent Acquisition team (details can be found via The Link) and someone will be in touch to discuss and progress your application.

We have a fantastic opportunity to join our team as a Client Care Manager.

Your Role And Responsibilities

Leadership

• Represent support teams within the Operational Leadership Team (OLT) and across the wider Vet/Nurse teams, ensuring integration and collaboration across all areas of the hospital, in the pursuit of service excellence.
• Manage and oversee performance measures, including client/customer feedback, NPS, waiting times, insurance processing times, referral arrangement times, MPP, iRecall, bad debt, debt recovery, plus future systems that will be introduced within AMVS.
• As a member of the OLT, input into the wider AMVS business plan, owning performance, quality and growth within your area of responsibilities, i.e. client & customer and supporting the wider team to deliver theirs
• Interface with Linnaeus as required (customer care, finance, integration etc)
• Lead the Client Care Team, creating a challenging and supportive culture, including harnessing strengths and skills, identifying development opportunities, performance and appraisal management.
• Lead change programmes effectively in a way that is inclusive, collaborative and involves the team in their working practices.
• Demonstrate teamwork and collaborative leadership.
• Be a leader who focuses on personal and technical self-development as a role model for continuous improvement in others

Workforce

• Lead all aspects of building a high performing workforce, including talent attraction, training and development, retention, performance and culture in the pursuit of enhancing the service offer for colleagues, customers and clients
• Create, review and manage an effective rota ensuring adequate staffing levels in all client care services, including assessing demand and capacity.
• Create, review and update a client care manual including a training matrix for the client care team.
• Identify opportunities for workforce efficiency through embracing technology, reducing duplication and adopting lean and efficient ways of working to maximise the productivity of the team.

Process and Patient Flow

• Manage and optimise processes that touch the customer/client – for example PMS, forms, inboxes, websites etc. to ensure they are simple and easy to use for colleagues, clients and customers.
• Collaborate and work effectively with the clinical teams, identifying how the CCT can enhance the quality of the service to ensure high standards of care are provided to clients/customers and their pets. This includes identifying processes that could be undertaken by the CCT (and potential investment cases for resources) that releases capacity within the clinical teams – meaning clinicians do what they do best.
• Implement/integrate new projects/systems/ways of working to improve and aid the client journey – working collaboratively with local SLT and national Linnaeus project teams
• Produce associated improvement plans for customer/client performance e.g call handling, referral response, refused referrals, client handling, communication, insurance/billing times, debt management, customer/client satisfaction. Put in place development interventions/performance improvement plans as appropriate.
• Manage, review, resolve and report upon client complaints effectively, ensuring a culture of feedback, learning and continuous improvement.
• Oversee credit control and sales ledger, including the management of debt and recovery processes.