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Office Manager

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Job Snapshot
Location:
Downers Grove, IL (map it!Map it! )
Employee Type:
Full-Time
Industry:
Healthcare - Health Services
Manages Others:
Not Specified
Job Type:
Management
Admin - Clerical
Customer Service
Education:
High School
Experience:
Greater than 15 years
Post Date:
11/6/2009
Contact Information
Ref ID:
1136
Description SUMMARY OF JOB PURPOSE AND FUNCTION
The primary purpose and function of the Office Manager is to maximize financial results of the hospital and the productivity of the Client Service Coordinator team, and ensure good communication with associates, clients, field leadership and Central Team Support.
 
ESSENTIAL RESPONSIBILITIES AND TASKS
  •           Develop an efficient, productive Client Service Coordinator team that provides the highest quality care and service to the most Pets and clients, follows all protocols and practices, and focuses the team to achieve practice priorities.
  •           Provide effective communication between associates, field leadership and Central Team Support.
  •           Select, train and supervise the Client Service Coordinator team to ensure exceptional medical care, quality client service and maximum productivity and to enable associates to grow and develop professionally within the practice.
  •           Responsible for enrollment and administration of Wellness Plans.
  •           Responsible for growing the client base by implementing authorized new client programs.
  •           Responsible for client retention and client satisfaction.
  •           Provide coaching to the Client Service Coordinator team by being at the hospital at least two days per week for opening and three days per week for closing including weekends.
  •           Provide additional hands on training and mentoring of the Client Service Coordinator team by working along side the team as a Client Service Coordinator 30 - 35 hours per week to ensure the cycle of service is working and the hospital is providing the most convenient access with 'drop off' and 'come-in-now' services available.
  •           Work an additional 5 - 10 hours per week to perform administrative responsibilities promptly and accurately, for a total of 40 - 45 hours per week.
  •           Effectively schedule Client Service Coordinators and Pet Counselors to meet client needs according to Banfield® guidelines.
  •           Lead the Client Service Coordinator team through the Cycle of Service and communicate with the other associates to maintain the flow of patients.
  •           Ensure that hospital reception remains in 'plan-o-gram' configuration and meets hospital standards.
  •           List all office and supplies and coordinate the ordering needs with the Director of PetNursing.
  •           Create a positive professional relationship with PETsMART associates, adoption center agencies and customers.
  •           Ensure compliance with all practice policies and procedures and with all local, state and federal laws.
  •           Perform other duties as assigned.
     
    HIRING QUALIFICATIONS
     
    CAPABILITIES AND EXPERIENCE (CAN DO)
  •           Ability to multi-task- Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
  •           Communication skills - Reads, writes and speaks fluent English, using appropriate grammar, style and vocabulary.  Correctly spells commonly used English words and job specific terms.   Demonstrates exceptionally strong written and verbal communication skills.
  •           Organizational ability – Demonstrates a systematic approach in carrying out assignments.  Is very orderly and excels at cutting through confusion and turning chaos into order. 
  •           Problem solving skills - Demonstrates a strong ability to identify, analyze and solve problems.  Unusually decisive in handling difficult problems. Translates problems into practical solutions.
  •           Client service skills - Consistently ensures the team provides the client with attentive, courteous and informative service.  Gains and shows personal satisfaction from delivering great service.
  •           Intellectual ability - Accurately and consistently follows instructions delivered in an oral, written or diagram format.  Can provide directions.
  •           Mathematical ability - Ability to add, subtract, multiply and divide, and to compute rate, ratio and percent; ability to convert units of measurement.
  •           Computer skills - Comfortably and confidently uses a computer and specialized software. Microsoft Word, Excel, Access, Outlook, etc.
     
    ATTITUDES (WILL DO)
  •           Initiative – shows willingness and aptitude to use own discretion in taking appropriate steps in finding solutions to problems; presents options and ideas to enhance current processes or procedures.  Takes on additional responsibility when both big and small tasks need to be done.
  •           Integrity – Firmly adheres to the values and ethics of Banfield, The Pet Hospital.  Exhibits honesty, discretion, and sound judgment.
  •           Cooperativeness – Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others.
  •           Flexibility – Is open to changing situations and opportunities and is willing to perform all tasks assigned.
  •           Independence – Able and willing to perform tasks and duties without supervision.
  •           Tolerance for Stress / Resiliency – Maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.
     
    SPECIAL WORKING CONDITIONS
  •           Ability to work at a computer for long periods of time. 
  •           Ability to be confident around Pets (i.e., dogs, cats, birds, reptiles, etc.)
  •           Client needs and work volume may often require more than 40 hours per week to complete essential duties of this job. This position requires special hours including working weekends and evenings.
  •           Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
  •           The noise level in the work environment is moderately high.
  •           Requires sufficient ambulatory skills in order to perform duties while at hospital.
  •           Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
  •           Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate equipment.
  •           Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
  •           Associate is routinely exposed to a variety of Pets that may bite or scratch, and on occasion, exposed to anesthesia, radiation, biological hazards and medication/controlled substances.
     
    EXPERIENCE, EDUCATION AND/OR TRAINING
  •           Associate or Bachelor degree, veterinary technician certification or licensure preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities; High School Diploma required.
  •           Must be at least 18 years old to perform duties involving radiography (x-ray) and exposure to radioactive substances.
  •           Two to three years related experience required, with six months experience at Banfield preferred.
  •           Certification completion as outlined in the Paraprofessional Leadership Certification Program within one year of employment.
  •           Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training is preferred.
     

     


    # of Openings:  1

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