Manager Client Experience

University of Saskatchewan - Saskatoon, SK (30+ days ago)

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Manager Client Experience (req5403)

The University of Saskatchewan values diversity, and Indigenous engagement is a strategic priority.

Department: Veterinary Medical Centre
Location: Saskatoon
Status: Permanent
Employment Group: Exempt
Full Time Equivalent (FTE): 1.0
Salary Information: The salary range, based on 1.0 FTE, is $66,500.00 - 110,000.00 per annum (Salary Band 3). The starting salary will be commensurate with education and experience.
Posted Date: 1/17/2020
Closing Date: 1/30/2020
Number of Openings: 1


Primary Purpose: The Manager, Client Experience is responsible for ensuring the client experience at the Veterinary Medical Centre (VMC) is exceptional. This position does this by managing the client services and referrals team, health information management team, and working closely with clinicians and administrators to ensure appropriate hospital scheduling and functionality.

Nature of Work: Reporting to the Director, Quality and Operations, this position works closely with the management team in the VMC, clinicians, interns, residents, student services and strategic business advisors. Located at the Western College of Veterinary Medicine, the VMC is a premiere 24/7 emergency referral and primary care centre that provides quality care and specialized services for a wide range of animal species. The VMC admits over 17,000 cases annually, including referral cases from veterinarians across Western Canada. The environment is fast paced and dynamic, therefore the Manager must be able to balance competing priorities and projects. The incumbent will be required to deal with sensitive and emotional situations that require tact and confidentiality.


Manage the client service, referrals, and health information management staff; ensure contact with clients and referral veterinarians enhance customer service;
Investigate and resolve client and referral veterinarian complaints;
Working closely with student services, coordinate clinical service with teaching schedules;
Develop and oversee hospital scheduling and workflow systems to maximize efficiency and productivity: scheduling of surgical and non-surgical procedures that require the coordination of multiple resources, exam room booking, etc.;
Develop and analyze reports on hospital statistics and demographics;
Act as a liaison with clinicians to determine procedure scheduling needs;
Coordinate and schedule non-DVM clinical rotations for hospital partner institutions;
Research, develop, administer and update critical hospital scheduling and communication technologies, such as SmartFlow and Vocera;
Develop and implement new communication strategies for both the client and referral veterinarian;
Seek out and establish relationships with external business to enhance the client experience;
Develop and implement marketing initiatives supporting the goals and objectives of customer services for the VMC;
Participate in recruitment, orientation, training, coaching, disciplinary action, and development activities with staff to build and maintain a productive and effective team;
Advise staff on policy, new initiatives and emerging challenges;
Participate in strategic planning and people planning;
Responsible for the monitoring of resources and management of area budgets;
Promote and nurture a culture of diversity, collegiality, and acceptance with the VMC, WCVM, and university;
Minimize exposure to risk by ensuring policies, procedures and financial controls are followed;
Collaborate with VMC leadership, WCVM leadership, Faculty, and Strategic Business Advisors.


Education: Bachelor of Commerce or Business Administration degree is desired, however a combination of education and experience may be considered.

Experience: Minimum five years of direct experience managing customer relations in a business with a high customer demand, experience in a health care or hospital environment would be an asset. Must have experience working in and promoting a diverse and inclusive environment.

An enthusiastic person committed to public service.

Demonstrated aptitude for leadership; ability to lead, engage and support others.

Demonstrated superior interpersonal communication (verbal & written) skills that allow timely development and presentation of information and recommendations.

Ability to work independently as well as collaboratively within a team environment.

Demonstrated sound judgment and confident decision-making.

Possess and display initiative, tact, diplomacy, discretion and confidentiality.

Maintain a high degree of accuracy.

Proven proficient computer application skills.

Highly motivated, demonstrating leadership in a flexible and collaborative manner.

Demonstrated ability to think and act systematically and strategically while exercising diplomacy and creativity in resolving issues.

Proven ability to negotiate mutually-beneficial solutions.

Demonstrated ability to make evidence-based decisions with a commitment to quality.

Complex data analysis and interpretation.

The University of Saskatchewan is strongly committed to a diverse and inclusive workplace that empowers all employees to reach their full potential. All members of the university community share a responsibility for developing and maintaining an environment in which differences are valued and inclusiveness is practiced. The university welcomes applications from those who will contribute to the diversity of our community. The University must, however, comply with federal immigration requirements. All qualified candidates are encouraged to apply; however, Canadian citizens and permanent residents will be given priority.