Front Office Manager (Client Experience Manager)
ob Title: Front Office Manager (Client Experience Manager) Location: Robbinsville, NJ Reports To: Hospital Administrator Position Summary The Front Office Manager is responsible for overseeing all client-facing operations within the hospital’s front office. This role ensures exceptional client service and smooth administrative workflows in a fast-paced, 24/7 veterinary emergency and specialty environment. The Front Office Manager will lead and mentor Client Service Supervisors and manage a team of Client Service Representatives (CSRs) and Client Liaisons to deliver outstanding experiences for clients and support hospital operations. Key Responsibilities Leadership \& Team Management Supervise and develop Client Service Supervisors and their respective teams. Foster a positive, collaborative, and service-oriented culture. Conduct regular team meetings, performance evaluations, and coaching sessions. Client Experience \& Service Excellence Ensure all client interactions reflect professionalism, empathy, and efficiency. Resolve escalated client concerns promptly and effectively. Monitor client feedback and implement improvements to enhance satisfaction. Operational Oversight Manage scheduling and staffing for front office teams to ensure coverage 24/7. Oversee daily operations including appointment scheduling, check-in/check-out processes, and payment handling. Collaborate with clinical leadership to align front office workflows with hospital needs. Training \& Development Participate in the development and implementation of training programs for CSRs and Client Liaisons. Maintain up-to-date knowledge of hospital services, policies, and emergency protocols. Administrative Duties Monitor and report on key performance indicators (KPIs) for client service operations. Assist with budgeting and resource allocation for front office functions. Ensure compliance with hospital policies and regulatory requirements. Core Competencies Leadership: Ability to inspire, guide, and develop teams in a high-pressure environment. Client Focus: Commitment to delivering exceptional service and empathetic communication. Problem-Solving: Skilled in resolving conflicts and implementing effective solutions quickly. Adaptability: Comfortable working in a dynamic, fast-paced setting with changing priorities. Communication: Strong verbal and written communication skills for diverse audiences. Organizational Skills: Ability to manage multiple tasks, schedules, and priorities efficiently. Technical Proficiency: Familiarity with practice management software and standard office tools. Qualifications Education: Associate or Bachelor’s degree preferred; equivalent experience considered. Experience: Minimum 3 years in client service management Proven leadership experience managing multi-level teams. Skills: Strong communication, conflict resolution, and organizational skills. Ability to thrive in a high-volume, fast-paced environment. Proficiency in practice management software and Microsoft Office Suite. Physical Requirements Ability to stand and walk for extended periods (up to 8 hours). Frequent use of hands for typing, handling paperwork, and operating office equipment. Occasional lifting and carrying of items up to 25 lbs (e.g., office supplies, small equipment). Ability to bend, reach, and perform repetitive motions. Must be able to work flexible hours, including evenings, weekends, and holidays as needed. Schedule \& Work Environment Full-time position with variable shifts to support a 24/7 hospital operation. Work primarily in an office and client-facing environment with exposure to animals and medical settings. About NorthStar VETS We are a group of Veterinary Emergency/Specialty hospitals located in the NJ and PA region with over 25 years of experience serving the community. We look to improve the communities we serve by helping as many patients as possible. We are committed to being the best in our community, being financially committed to our growing our hospital and team, and fostering a work environment that promotes lifelong careers for our team. We hold employee wellness events every quarter to promote a good work life balance and healthy living, and we also give back to our community by hosting CE workshops every month, donating to local causes, and hosting events to raise money and donations for the needs of the community. We also believe our work benefits from the diverse perspectives of our employees and so we promise to provide a safe and comfortable working environment to ensure everyone's wellbeing, acceptance, and respect. NorthStar VETS exists for one fundamental purpose: to improve the quality of life for our patients, clients, family veterinarians, and our staff. We do this by adhering to a set of core values that guide every aspect of what we do - and how we do it - that translates into our "CPETS" philosophy: · Compassion - We will interact with our clients, patients and community with kindness and empathy. · Professionalism - We will conduct ourselves in a moral and responsible manner and treat our clients, patients and colleagues with respect and integrity. · Excellence - We will provide the highest-quality care and state-of-the-art knowledge in the practice of veterinary medicine. · Teamwork - The staff at NorthStar VETS®, along with our clients and their family veterinarians, will work as a cohesive unit by recognizing the equal contributions and value of every team member. · Service - We are dedicated to exceeding our clients' expectations through timely and effective communication, exemplary customer service, outstanding patient care and promoting a learning environment. We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other status protected by applicable federal, state, or local law. All qualified applicants are encouraged to apply. Pay: $70,000.00 - $89,000.00 per year Benefits: 401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible schedule Health insurance Health savings account Life insurance Paid time off Professional development assistance Referral program Vision insurance Work Location: In person