"Client Services Supervisor"

Client Services Supervisor

Company:
North Carolina State University

Job Location:

Category:
Health and Medical Services

Type:
Full-Time

Join the Pack! A community with nearly 8,000 faculty and staff, and 30,000 students. NC State is one of the largest employers in North Carolina, offering a large range of career opportunities. Visit us at https://jobs.hr.ncsu.edu/.

Department: 192001 - CVM Teaching Hospital

Location: Raleigh, NC

Essential Job Duties:
The Client Services Supervisor provides operational leadership for the administrative team supporting 10 specialty services at the NC State Terry Center Small Animal Hospital. This role serves as the primary architect of the client and referring veterinarian experience, ensuring seamless patient transitions from intake to discharge. The Supervisor is responsible for maintaining 24/7/365 staffing continuity, standardizing workflows, and fostering staff professional development, all while safeguarding the hospital's fiscal integrity and overarching strategic goals.

Key Responsibilities:

• Team Leadership: Oversee daily operations, manage performance, and professional development for the Client Services team.
• Operational Excellence: Standardize workflows and manage staffing schedules-including emergency desk and holiday coverage-to ensure seamless hospital support.
• Financial Stewardship: Supervise appointment logistics and financial transactions to ensure accurate billing and hospital profitability.
• Service Delivery: Act as a champion for "service excellence," ensuring a high-quality, compassionate experience for every client and partner veterinarian.

A successful candidate will possess strong leadership acumen and the ability to manage complex operations within a high-volume, fast-paced medical environment.

Other Work/Responsibilities:

• Other duties as assigned.

Minimum Experience/Education:

Graduation from high school and two years of progressively responsible administrative/office management experience; including some experience as a lead worker; or an equivalent combination of training and experience.

All degrees must be received from appropriately accredited institutions.

Required Qualifications:

Team Leadership & Workflow Oversight
Lead, coach, and support a team of client service representatives and service coordinators by monitoring daily workflow, ensuring appropriate coverage, and providing real-time guidance to maintain smooth operations

Client Experience & Service Quality
Serve as a point of escalation for client concerns, model exemplary service standards, and ensure all client interactions reflect the hospital's values of compassion, professionalism, and clear communication.

Training, Development & Performance Management
Onboard new staff, provide ongoing training, conduct performance check-ins, and address performance gaps promptly to maintain a high-functioning, knowledgeable team. Ensure all staff and practices are in compliance with university regulations.

Operational Coordination & Problem-Solving
Collaborate with clinical and administrative teams to coordinate appointment flow, improve scheduling efficiency, troubleshoot issues, and support the overall operational needs of a fast-paced hospital environment.

Administrative Duties & Reporting
Assist with scheduling, inventory or supply requests related to client services, documentation accuracy, and preparation of routine reports to support decision-making and ensure compliance with hospital policies.

Preferred Qualifications:

• Demonstrated experience supervising and developing a client services or administrative team of 10 or more staff in a fast-paced service or medical environment.
• Proven ability to manage complex, multi-shift scheduling models, including after-hours, emergency, and holiday coverage.
• Prior experience in a veterinary, medical, or healthcare client services setting, with working knowledge of medical terminology and patient workflows.
• Strong training and performance management skills, including onboarding, coaching, and continuous staff development across multiple service areas or locations.
• Excellent operational and problem-solving skills, with the ability to coordinate across clinical and administrative teams while maintaining service excellence, financial accuracy, and compliance standards.

Required license or certification:
N/A

Position Number: 00065146

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