Client Operations Manager, Brooklyn Community Veterinary Center

Please make sure to attach your resume to complete your application.

Summary:

Who we are:

Have you ever wondered what happens to cats and dogs whose owners are unable to afford vet care? We did. The ASPCA’s Community Medicine (CM) team provides expert veterinary care to support the welfare of animals and their people through our Community Veterinary Clinics (CVC) serving the most underserved communities in New York, Miami and Los Angeles. We help pet owners overcome barriers to care, bringing quality services directly to the communities that need us most and partially or fully subsidizing the cost of basic and preventive care. CM treats people and pets with dignity and respect, assisting pet owners in making informed decisions about their pets’ health and wellbeing regardless of their financial circumstances. When you come to work at the ASPCA, you join a team of over 1,000 dedicated colleagues with deep knowledge, skills and passion for the animals we serve.

What you’ll do:

Lead a compassionate and dedicated team of Patient Liaisons (PLs) responsible for fulfilling client needs at the Community Veterinary Clinics (CVC), where animal well-being, teamwork and serving the community are at the core of our work. As a member of the CVC management team, you will work hand-in-hand with your peers to deliver key CM objectives: lead a happy, high-functioning CVC team, ensure patients receive the highest-quality care with minimal fear and stress, and deliver outstanding client experiences to maximize the ASPCA’s impact in the community. As both a player and a coach, you will step in as a PL as needed to keep the lobby and the program flowing smoothly: checking in appointments, deftly handling complaints and keeping clients informed of the status of their beloved patient.  

                                                                                                       

What you’ll get:

  • Work/life balance:
    • two weeks of vacation to relax
    • two weeks of sick time to heal
    • ten paid holidays to observe
    • Plus - one week of paid personal time to celebrate when you like
  • Industry-leading benefits: medical, dental, and vision insurance, pre-tax dependent care and health flexible spending accounts (FSAs), 401(k) with up to 8% employer-funded contributions after one year of service, employer-paid life and long-term disability insurance, public transit benefits and more
  • Room to grow: the ASPCA has robust professional development programs to help you grow as a person and a leader
  • Support: we are one of the largest and most impactful animal welfare organizations in the world, so you will always have a strong team to lean on and cheer you on

Responsibilities:

Responsibilities include but are not limited to:

People Leadership (40%)

  • Support a culture of respect, belonging and teamwork through regular 1:1s, recognition, supervision, developmental coaching, performance evaluation and feedback; seek counsel with the CVC Director and People Partner as needed
  • Oversee and monitor patient intake and client experience according to CM’s standard operating procedures and guidelines
  • Coordinate with the CVC management team to ensure the entire facility runs smoothly; communicate effectively, support one another, troubleshoot problem areas and propose solutions
  • Model and foster good communication and teamwork between the PLs, animal transport and medical teams
  • Partner with the ASPCA’s Talent Acquisition Team to recruit and hire PLs; onboard and train new staff on ASPCA processes and procedures, including cash handling and accurate data entry into the ASPCA’s medical record database
  • Coach PLs in delivering consistent, excellent client experience, including: building rapport, serving with a sense of urgency, accurate data entry, de-escalating upset clients, problem-solving and apologizing when things go wrong
  • Support PLs in communicating effectively with clients, including involvement in difficult end-of-life conversations
  • Teach and train PLs about their role in the ASPCA’s commitment to improving access to care for all animals
  • Collaborate with the CVC management team to maintain a clean, safe and secure workplace for animals, clients and team members

Client Service (40%)

  • Be a consistent and visible presence working side by side with your team to answer questions, make timely adjustments, offer support, receive/give feedback, and lend a hand
  • Fill in as needed to cover PL shifts and maintain a high level of client service
  • Work with the CVC medical team and Client & Member Services to facilitate medical transfers or outside referrals for cases that do not fall within CM’s parameters of care
  • Collaborate effectively with internal clients from Community Engagement, Adoptions and other ASPCA departments
  • Adhere to Fear Free guidelines to minimize fear, anxiety and stress for all patients in care

Administrative (20%)

  • Schedule PLs work shifts for optimal performance within budget; review and approve time off requests and plan for coverage
  • Oversee revenue management processes: cash handling, deposits and daily reconciliation
  • Ensure adherence to labor laws and ASPCA payroll guidelines regarding time tracking, breaks/meals and overtime
  • Meet regularly with the CVC Director; provide open and honest and communication and feedback when things aren’t working as they should
  • Work on cross-functional teams as needed to plan and execute special projects as needed
  • Support the ASPCA’s commitment to research and development to benefit animals across the country by gathering data for studies designed to improve access to care

Exemplifies the ASPCA’s Core Values:

  • Has Commitment and dedication to improving the lives of animals
  • Demonstrates Ownership and feels responsible for outcomes
  • Believes in Team - that we are stronger together
  • Seeks to Elevate others and reimagine what is possible
  • Focuses on Impact, specifically making change for animals

Additional Information:

  • This is a full-time position, approximately 8 hours a day, 5 days a week Tuesday-Saturday – evening or early morning work is sometimes required
  • Some flexibility with scheduled hours and days is required
  • Work is on site at the CVC; work from home is not an option for this role

Qualifications:

Ability to remain calm and lead others through stressful situations, including medical emergencies, inclement weather emergencies, and humane euthanasia situations, Computer proficiency and working knowledge of Microsoft Word, Excel, PowerPoint, and Adobe Acrobat Pro, Exceptional attention to detail, Fluency in English required, bilingual in Spanish and/or Creole strongly preferred, Have strong interpersonal, verbal and written communication skills, Must hold or obtain Fear Free Certification within six months of hire

  

Language:

English (Required), Spanish

Education and Work Experience:

Bachelors (Required)

  

Minimum one year of professional people management experience, Minimum three years professional experience in a client-focused service industry; experience in a veterinary setting preferred

COVID Statement:
The ASPCA strives to maintain a COVID-free workplace. To that end, being fully vaccinated is a condition of employment for all ASPCA employees, including new hires, except where prohibited by applicable state or local law. The ASPCA makes reasonable accommodations for qualified applicants with disabilities or sincerely held religious beliefs that prohibit a person from being vaccinated.

Our EEO Policy:

The ASPCA is an Equal Employment Opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws.  A reasonable accommodation is a change in the ASPCA’s standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA.  Please inform the ASPCA’s People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.

Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status,  or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

ASPCA is an Equal Opportunity Employer (M/F/D/V).

Please don’t forget to attach your resume to complete your application.

About Us:
The ASPCA was founded in 1866 on the belief that animals are entitled to kind and respectful treatment by humans and must be protected under the law. As a 501(c)(3) not-for-profit corporation with more than two million supporters nationwide, the ASPCA is committed to preventing cruelty to dogs, cats, equines, and farm animals throughout the United States.

The ASPCA is headquartered in New York City, where we maintain a full-service animal hospital, spay/neuter clinic, mobile spay/neuter and primary pet care clinics, a rehabilitation center for canine victims of cruelty, kitten nursery, adoption center, and two community veterinary centers.

The ASPCA also operates programs and services that extend nationwide. We assist animals in need through on-the-ground disaster and cruelty interventions, behavioral rehabilitation, animal placement, legal and legislative advocacy, and the advancement of the sheltering and veterinary community through research, training, and resources.

At the ASPCA, we are committed to fostering a collaborative and compassionate culture and we welcome all voices to contribute to our lifesaving mission. Our staff represent a vast array of backgrounds and diversity dimensions, bringing with them valuable experiences and perspectives. They join the ASPCA to learn, grow, and continually do their best work on behalf of animals. We are inspired by our staff, partners, and the communities we support across the country who work to improve animal lives. We are committed to diversity, equity, and inclusion at the ASPCA because it elevates our organizational culture, aligns with our Core Values, and enables us to move further and faster toward the ASPCA’s vision – that all animals live good lives; valued by society, protected by its laws, and free from cruelty, pain and suffering.