About Us: At Berkeley Humane, we provide the highest quality care for our furry patients while delivering an exceptional experience for their families. We seek a passionate and professional Front Office Manager to lead our team and ensure smooth operation.
SUMMARY: The Hospital Office Manager will oversee and lead the daily operations of the front desk, ensuring excellent client service, smooth patient flow, and effective team collaboration. This role is ideal for someone who loves animals, is experienced in customer service, and has leadership capabilities to guide and coach volunteers and staff.
DUTIES & RESPONSIBILITIES: This job description reflects the assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
Principle Duties
• Invest in creating a positive environment for volunteer engagement.
• Lead front office operations and ensure seamless client and patient interactions.
• Provide exceptional client service, addressing both human and animal needs.
• Prioritize daily tasks and ensure that all front desk functions, such as check-ins, scheduling, and payments, are handled efficiently.
• Coach, guide, and support volunteers and staff, creating a positive and collaborative environment.
• Communicate clearly and professionally with clients in person and over the phone.
• Assist with process improvements to increase efficiency and enhance client experience.
• Manage billing and financial reporting and ensure accurate processing of payments.
• Manage scheduling pet clients needing access to care for more specialized services and surgeries.
• Participate in compiling necessary information and statistics to support grant funding.
• Create an internal positive customer experience focused on teamwork and excellent morale.
• Ensure proper documentation and smooth handling of client information.
• Continuously improving operations through feedback and suggestions from volunteers, staff, and clients.
Qualifications:
• 1-2 years’ experience in veterinary or healthcare-related front office management or customer service.
• Strong knowledge of veterinary care and understanding of client needs.
• Bilingual in Spanish preferred.
• Ability to multitask, prioritize, and lead a team in a fast-paced environment.
• Proficient with technology and experience with veterinary practice management software – Shepherd or similar program preferred, video conferencing, QuickBooks, and Microsoft applications
• Excellent communication and interpersonal skills.
• Financial understanding, with experience in billing and reporting.
• A positive, energetic attitude with a determination to succeed and grow.
• Experience with process improvement and delivering high-quality customer service.
• Strong leadership traits and a hands-on approach to coaching and mentoring staff.
Skills and Traits:
• Customer Service Excellence
• Sales and Client Relationship Management
• Team Collaboration and Support
• Process Improvement and Innovation
• Financial Management & Reporting
• Positive Attitude and Professionalism
• Determination and Resilience
PHYSICAL DEMANDS: This job is primarily performed in office and shelter environments. Employees may be required to walk or stand for extended periods, lift and carry items up to 50 pounds, and humanely restrain animals when necessary. The role also involves climbing stairs, bending, reaching, holding, grasping, and turning objects, and operating a computer mouse and keyboard.
WORK ENVIRONMENT: This role may involve exposure to intense and/or unpleasant odors, including those from excrement, cleaning agents, and various chemical compounds. Employees will frequently be exposed to noise and may encounter parasites and infectious diseases that animals can carry and transmit. There is also a risk of animal bites and scratches due to the constant interaction with animals. Workers will be continuously exposed to animal-related noises and allergens.
While every effort is made to find loving homes for the animals in our care, some may be humanely euthanized due to disease, quality of life concerns, or behavioral issues that prevent them from being safely adopted into our community.
Why Join Us:
• Competitive salary and generous benefits package
• Opportunity to work with a passionate, pet-loving team
• Positive and supportive work environment
• Ongoing career development opportunities
• Puppies!
If you're ready to make a difference in the lives of pets and their owners while leading a dedicated team, we'd love to hear from you!
Berkeley Humane is an Equal Opportunity Employer
At Berkeley Humane, we are dedicated to cultivating and preserving a culture of inclusion and connection. We believe that we grow and learn more effectively when we work together as a diverse team of volunteers and staff. The unique blend of individual differences—from life experiences and knowledge to innovation, self-expression, and talent—shapes our culture, reputation, and achievements.
In our recruitment efforts, we embrace and welcome the unique contributions everyone brings, including their education, opinions, culture, ethnicity, race, sex, gender identity and expression, national origin, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs.
