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Job ID: 176656

Client Services Manager
The University of Tennessee

Date Posted Jan. 14, 2022
Title Client Services Manager
University The University of Tennessee
Knoxville, TN, United States
Department College of Veterinary Medicine
Application Deadline Open until filled
Position Start Date Available immediately
  • Director/Manager
  • Human Resources
    Health Services
    Financial Planning/Budget Management
    Business & Administration

The University of Tennessee, College of Veterinary Medicine, invites applications for the position of Client Services Manager. Reporting to the Associate Dean of Hospital Operations, this position manages the Client Services department, providing direction and supervision for the team supervisors and direct report staff. This position is responsible for patient admissions, patient discharges, appointment scheduling, and collection of fees for services and other non-medical client care services for the Veterinary Medical Center (VMC). Develops and administers department policies and procedures in collaboration with other departments and services. Develops and manages Client Services departmental budget. Manages the collection of hospital fees (approximately $14 million dollars annually). Analyzes departmental and VMC workload data and prepares reports for Clinical Department Heads and Associate Dean of Hospital Operations. Maintains workload measure databases for the department. Prepares statistical reports and recommendations for process and operational improvements. Works closely with Hospital Business Office, Health Information, and Computer Operations to ensure seamless hospital operation. Is responsible for oversight and security of daily intake of clients’ payments and balancing, and reconciling daily intake. This position serves on various hospital committees, as needed.

Typical Responsibilities:

Manage Client Services Department:

  • Plan and allocate human resources to ensure sufficient staffing for all reception areas and call center
  • Plan and manage Client Services department budget
  • Using process improvement methodology, monitor departmental and hospital processes related to client services and client care, facilitate changes, as needed, by coordinating and collaborating with Clinical departments, business office, health administration and computer operations and clinical services
  • Collect, analyze, and disseminate data on scheduling, arrival, and communication functions of hospital. Make recommendations based on evaluation and provide reports and recommendations to the Dean or Hospital Administration, and others as requested
  • Maintain data bases and evaluate workload data for various services and prepare reports for Hospital Administrators
  • Identify/obtain/develop technology, computer applications, and equipment to support the work of the department
  • Ensure safe, respectful, and inclusive work environment
  • Provide orientation training for new faculty, residents, and interns
  • Monitor work flow, work load, and operational statistics and provide feedback for performance to Client Services supervisors
  • Serve on various committees and task forces
  • Hire, terminate, and administer disciplinary process in accordance with University policies

Supervise Client Services Team Supervisors and Direct Report Staff:

  • Hire, train, Place and evaluate supervisors and direct report staff performance
  • Schedule and assign work shifts
  • Provide support to supervisors and coaching for direct report staff when standard operating procedures are not appropriate
  • Train new staff
  • Direct work flow
  • Approve requests for leave
  • Approve payroll
  • Give feedback to employees and provide annual performance reviews to direct reports

Problem Solving and Issue Resolution:

  • Assist clients, staff, faculty, interns, residents, and students in resolving issues/complaints pertaining to the quality of client care, communication, physical environment, staffing, telephone, and other non-medical issues by suggesting solutions and providing alternate perspectives on given issues
  • Assist and advise faculty, residents, interns, staff, and students to understand the clients’ perspectives and needs pertaining to communication and other interactions while at the VMC
  • Facilitate resolution of problems between Client Services staff and other departments through improving, developing, or enforcing standard operating procedures for the Client Services Department and VMC. Facilitate with other departments and sections, when appropriate.
  • Coordinate and facilitate solutions for clients whose problems span multiple departments (typical departments with which we interact include the Clinical Department, Medical Records, Pharmacy, and Hospital Business Office)
  • Ensure departmental stability and a high level of service for our customers

Identify Technology, Computer Application, and Communication System

  • Identify areas where automation is appropriate
  • Coordinate development with Computer Operations and other departments and hospital areas, when appropriate
  • Assess systems and applications for needed improvements, develop suggestions and facilitate system improvements
  • Work with UT OIT and Telephone Services to maintain phone system, electronic fax system and maintain and/or advance technology used to support the work of Client Services and the Hospital

Minimum Qualifications:
Bachelor’s Degree in Management, Business, Health Care Administration, Organizational Development, or related field or equivalent combination of training and experience. Minimum of 3 years in a management or leadership role, preferably a hospital, veterinary, or medical practice setting or a minimum of 5 years supervisory or an equivalent combination.

Preferred Qualifications:
Master’s Degree preferred.

  • The University of Tennessee is an EEO/AA/Title VI/Title IX/Section 504/ADA/ADEA institution in the provision of its education and employment programs and services. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, or covered veteran status.

Please reference in your cover letter when
applying for or inquiring about this job announcement.

Contact Information

  • Dr. Bob DeNovo, Associate Dean of Hospital Operations
    College of Veterinary Medicine
    The University of Tennessee
    2407 River Drive
    Knoxville, TN 37996-4500
  • 865-974-5771


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