CSR Supervisor Needed - VCA PetCare West
VCA Animal Hospitals, Inc.

Santa Rosa, California

Posted in Medical and Nursing

This job has expired.

Job Info

Job Description:

VCA PetCare West is seeking a full time CSR Supervisor!

Our hospital is located in the heart of wine country in Santa Rosa, CA. Sonoma County in the broader sense provides many desirable places to live; from the coast to the inland hills and miles of vineyards, to quaint small towns or more urban settings, all are available in Sonoma County. There really is something for everyone. San Francisco is an hour away, the coast is just a short drive, and Russian River with its beautiful scenery are nearby. If you want to live just outside of town on a small farm, near a vineyard, or with a view of the foothills, the river, or the coast, it is all available within a short drive of VCA PetCare West.

Over the past 10 years since PetCare opened its second hospital, VCA PetCare East (Specialty / Emergency / General Practice), VCA PetCare West has evolved into a large Primary Care practice that has maintained a diverse caseload that is urgent care friendly. The quality of medicine is top notch and always evolving to answer the needs of the local community. We build lasting relationships with our clients and their furry family members. Our team members are very connected to each other and we have a definite family feel, while always striving for a culture of positivity. We believe in treating all team members with respect and place a high value on self-care and work-life balance. We are passionate about preventive care, and are committed to offering our clients high caliber medicine, promoting the best service possible in all aspects of the veterinary visit. Our doctors have access to dedicated surgery and dental suites, digital radiography, ultrasound, and in-house lab in our spacious hospital. Our hospital is Fear Free friendly, with many practices in place to reduce stress for our patients.

Job Summary:

Under policy direction from the Hospital Manager or Field Manager with support of and input from Medical Director(s), the Front Desk Supervisor performs a wide range of difficult to complex administrative activities related to hospitals providing quality patient care and excellent client service, marketing and promotion of services, staffing of the front desk and human resources, and discretionary activities, that serve to support effective business operations.

Knowledge, Skills and Abilities:

• Customer Service.

• Human Resource skill.

• Knowledge of sales and marketing techniques.

• Good communication skills, both written and oral, goal oriented.

• Background in managing service oriented operations.

• Ability to plan, organize and effectively present ideas and concepts.

• Ability to take information obtained from clients, staff, and other sources, discern that which is credible and assess the hospital and its operation objectively.

• Must be able to handle multiple tasks at once, and deal with high levels of stress in an environment of changing priorities.

Education and Experience:

• High School Diploma

• Must have a minimum of 1 year experience in medical care facility operations management or hospitality management.

• Knowledge of sales and marketing techniques.

• Human resource skills.

• Training and client relations experience.


• Interview, hire, train, review, schedule, discipline, and discharge front desk employees.

• Can transfer front desk employees to work in another position within the hospital.

• Can transfer front desk employees from part-time to full-time staying within controlled payroll budget.

Physical Requirements:

• Dependable attendance is required.

• Any allergies to animals must be controllable through medication.

• Must be able to lift 40 pounds.

• Must be willing to work long or irregular hours under pressure conditions.

• This position requires the ability to walk, bend, stand and reach constantly during a minimum 8-hour day.

• Visual acuity sufficient to maintain accurate records; recognizes people and understands written directions.

• Ability to speak and hear sufficiently to understand, give information in person and over the telephone.

• Fine motor skills adequate for utilizing office equipment such as facsimile machines, copier and computer keyboards.


The following is a list of essential job requirements. This list may be revised at any time and additional duties not listed here may be assigned as needed. Job Functions and Job Responsibilities include overseeing that the following occur within the hospitals.

1. Staff Management - Front Desk

2. Client Management

3. Office Management

4. Production Management

5. Records Management

6. Marketing Management

7. Meetings

8. Communication

9. Community events involvement

Staff Management - Front Desk:

• Hiring with appropriate references.

• Staff performance and salary reviews.

• Disciplinary Action.

• Terminations.

• Training, Education, developing of staff.

• Scheduling

• Assign job responsibility to each staff member.

• Supervise staff to assure that each job is being effectively handled.

• Employee policy enforcement.

• Organize and conduct staff meetings.

• Monitor employee competence and effectiveness.

Client Management:

• Oversees training of all front desk staff in accordance to the principals of the VCA Mission Statement, Three Steps of Service and VCA Standards of Client Service and that the above is known and practiced by all.

• Oversee client flow to insure that clients and patients are seen and treated in a professional, timely and competent manner.

• Responsible for administration and review of non-medical client complaints.

• Oversee the call back system including overdue reminder calls.

• Assist with collections and returned checks.

• Oversee billing, calculation of any discounts and other special accounts.

Office Management:

• Modify and update systems and procedures wherever needed to better serve clients, patients, the practice and employees (i.e. modify schedules for the most productive use of time).

• Management feedback reports - bi weekly.

• Perform transaction corrections.

• Assist when needed with daily bank deposits.

• Ensure that the OSHA and Safety program and procedures are being continuously monitored.

Production Management:

• Meet with the Hospital Manager regularly and if needed the Medical Director and Regional Operations Director to discuss evaluate and plan for the welfare of the Front Desk.

• Ensure that marketing events are effective - internal external.

• Motivate front desk staff

• Check all transactions for accuracy and missed services through regular daily audits.

Records Management:

• Oversee that records are kept up to date. This includes client records with correct names, addresses, pets, charges, medical history, vaccine status, medications administered, laboratory reports, etc.

• Ensure that system of pulling charts, authorization forms for boarding, grooming, surgery, laboratory, x-ray, euthanasia, etc., callbacks, client cards and filing is in place and all receptionists are in compliance.

• Responsible for follow-up corrections on reminder cards, statements, and any other returned mailings.

Financial Management:

• Monitor front desk scheduling so the practice operates within budget.

• Responsible for cash control in hospital ensuring VCA standards are followed.

• Review accounts receivable to confirm proper and timely process.

Marketing Management:

• Understand, participate and support planned marketing events and programs.

• Ensure that the Front Desk utilizes VCA marketing tools and materials.

• Ensure that the Front Desk follows instructions for implementing authorized marketing discounts in the computer system.

• Responsible for tracking and accurately reporting of marketing results.


• Attend leadership meetings.

• Attend yearly regional meeting.

• Assist with hospital management and staff meetings.

• Organize monthly front desk meetings and training meetings in conjunction with hospital management team and VCA guidelines.


• Read and respond to all communication in a timely manner.

• Ensure that VCA policies, guidelines and recommendations are quickly communicated to hospital staff and adequate training follows.

Community Events:

• Participation in scheduled community events

At VCA we are committed to diversity, equity and inclusion and want to be a place where a diverse mix of talented people want to come, stay and do their best work. Equal Opportunity Employer Veterans Disabled.

This job has expired.

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