Manager of Client Services

Job Description

Job Description

MSPCA-Angell Animal Medical Center has an opening for a Manager of Client Services. In this role, the Manager serves as the senior leader of one of the hospital’s largest non-clinical departments, with more than 30 team members including Client Care Specialists, Supervisors, and specialized roles. Full Time, Salaried Position.

THE POSITION :

The Manager of Client Services (MCS) is responsible for the leadership and direct management of the Client Services Department. The MCS oversees the 24 / 7 operations of the Front Desk, Admitting and Financial Services Office, Insurance Coordinator, Final Arrangements, Medical Records, and Emergency Desk. As the head of this vital department, the MCS provides strategic oversight and ensures the department operates efficiently, compassionately, and collaboratively in support of the hospital’s mission and goals. The successful candidate will be a people-centered leader who knows how to motivate, empower, and elevate teams while cultivating a positive, inclusive, and high-performing workplace culture.

This position represents the Client Services Department across the hospital, fostering strong partnerships with other departments to promote cohesion, communication, and collaboration throughout the organization. This is a highly visible position and requires a commitment to making a positive impression on every client who walks through our door, and on every staff member who contributes to that experience.

WHO WE ARE :

The Boston MSPCA-Angell is one of the oldest and most venerable humane organizations in the world, and working in an environment that clearly delivers on its mission of advancing the health and welfare of animals adds an important dimension to our work.

Compensation :

Starting $80-$90k yearly salary

Please note that candidates with additional experience or credentials may be eligible for compensation aligned with their qualifications

APPLICANT REQUIREMENTS :

We are looking for applicants with at least 5 years of management experience in a client service field; experience in veterinary hospital management, the hospitality field, or other customer / client facing industry preferred. We seek a dynamic and inspiring leader who can balance operational excellence with authentic people management—someone devoted to creating and sustaining a values-based culture that is collaborative, compassionate, and continuously evolving with the changing needs of our clientele, department, and organization.

The role includes coaching and developing the department’s leadership team of Supervisors and Leads; creating meaningful ways to recognize and elevate team members; regularly reviewing and refining the training program for new and existing staff; and identifying opportunities for problem solving and strengthening systems and processes to improve efficiency and service delivery. The Manager should be adept at leading a large, diverse team, managing day-to-day operations, and building trust and engagement across departments. This individual must be both a strategic thinker and a hands-on problem solver, ensuring consistency and quality in every client interaction.

Given that the CCS staff are positioned as the face of our organization, the person in this position has the potential to have a profound impact on both client and patient care. By living our organizational values and modeling them for the team, the Manager is an essential component of our long-term organizational success.

• Excellence : Motivates staff by modeling the delivery of excellent client service.
• Service : Eagerly approaches each interaction with a client or colleague with an active desire to exceed their expectations.
• Integrity : Makes decisions based on a desire to achieve what is best for our clients, their pets and this organization.
• Collaboration : Partners with other areas of the hospital and the MSPCA to ensure everyone’s success.
• Compassion : Enjoys working in a fast-paced environment and making quick decisions that support the best interests of our clients and patients.
• Positivity : Maintains an optimistic outlook while navigating staff through positive change. Approaches each challenge with a sense that the end goal is attainable.

Applicants should be an expert with written and verbal communication skills, have a love of animals and possess the physical ability to stand and walk for prolonged periods, as well as, the ability to bend, lift, and stoop to satisfactorily carry out the above responsibilities.

OUR BENEFITS :

Our compensation package includes health, dental and life insurance, 403(b) retirement plan, tuition reimbursement, paid holidays, sick, and vacation time, employee discounts for pet health care, and free on-site parking.

If you are interested in working for an organization where your work is an important part of a respected and caring non-profit, this may be the career change you are looking for.