Assistant Manager, Billing and Operations - ASPCA Animal Hospital

Summary:

Overview
As the Billing and Operations Assistant Manager at the ASPCA Animal Hospital (AAH) youll play a key role in supporting access to compassionate veterinary care for pets and their families. Working closely with a dedicated team youll help eliminate barriers to essential services by providing empathetic knowledgeable and efficient support to clients ensuring every pet receives the care they deserve.

Who We Are
AAH provides expert urgent medical care to some of NYCs most vulnerable animals. As a component of the NYC safety net system we provide subsidized care for animals whose owners are experiencing financial challenges and could not otherwise afford medical care for their pet. We also provide medical care for animals who come to us through our internal partners including victims of cruelty and neglect as part of our partnership with the NYPD.

The ASPCA Animal Hospital (AAH) is passionate about minimizing fear anxiety and stress and pain in our patients. Team members in this position are responsible for providing services and communication to clients members of the public co-workers and patients that are consistent with our practices standards and Fear Free values.

What Youll Do
The Billing and Operations Assistant Manager reports directly to the Senior Director of Operations and has at least 1 direct report. This role is essential in supporting the department with exceptionally detail oriented capabilities and operational excellence. The billing and operations assistant manager will be responsible for supporting the work of the billing and client services teams providing suggestions for optimizing systems and procedures and supporting AAH/ARC/CARE through celebratory functions.

Success in this role requires the ability to thrive in a fast-paced environment demonstrate a high level of accountability while maintaining a strong attention to detail. Collaboration is key this position works closely with cross-functional teams embodying a team-first mindset with consistent follow-through. The ideal candidate will also demonstrate urgency in task completion while upholding Fear Free values in every interaction.

What Youll Get

Compensation
Starting pay for the successful applicant will depend on a variety of factors including but not limited to education training experience location business needs internal equity market demands or budgeted amount for the role. The target hiring range is for new hire offers only and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future.

• The target hiring range for this role is $28.85 - $31.25 per hour

Benefits
At the ASPCA you dont have to choose between your passion and making a living. Our comprehensive benefits package helps ensure you can live a rewarding life at work and at home. Our benefits include but are not limited to:

Affordable health coverage including medical employer-paid dental and optional vision coverage.
Flexible time off that includes vacation time sick and bereavement time paid parental leave 10 company paid holidays and paid personal time off that allows you even more flexibility to observe the days that mean the most to you.
Competitive financial incentives and retirement savings including a 401(k) plan with generous employer contributions we match dollar for dollar up to 4% and provide an additional 4% contribution toward your future each year.
Robust professional development opportunities including classes on-the-job training coaching and mentorship with industry-leading peers internal mobility opportunities to support in the field and so much more.

Responsibilities:

Job Responsibilities
Responsibilities will include but are not limited to:

Operational & Administrative Support (50%)
Work with the floor manager team to optimize daily operational flow lead by example at the front desk filling in gaps as appropriate.
Provide management with suggestions to update systems and procedures as necessary to maintain the highest level of patient care and customer service.
Demonstrate proficiency in billing processes to help fill coverage gaps.
Cover all shift responsibilities of the Client Service Representatives including checking in clients loading exam rooms and closing out invoices.
Manage and arrange all celebratory events for AAH ARC & CARE employees including but not limited to celebratory weeks birthdays anniversaries and holidays.
Assist with maintaining and updating the patient information system.
Assist in preparing and monitoring change funds daily cash receipts and drawer reconciliations as necessary.
Audit and close out billing sheets and review all financial records for accuracy.
Work on research and data projects on an as needed basis.

People Management & Development (35%)
Consistently provide high-quality feedback to direct report(s) conduct quarterly one-on-ones with all directs to build strong relationships provide clear direction and encourage opportunities for development.
Promote and ensure the continual practice of using organizational core values and behavioral competencies. Set personal and team annual goals and manage the annual review process for all direct report(s).
Listen to and support employee concerns encouraging staff to problem-solve and provide viable solutions.
Support staff in appropriate and professional handling of any adverse client or patient events.
Mediate and/or de-escalate employee conflicts and manage disciplinary actions when necessary.
Review and approve operations team schedules time off and timecards.
Assist in coordinating all CSR/BOA hiring training and onboarding.
Attend daily huddles/meetings to ensure optimal workflow.

Client Care (15%)
Monitor employee effectiveness to ensure excellent quality of care for incoming patients pursuant to ASPCA policies and Fear Free Guidelines.
Make financial decisions (i.e. Interview clients with financial concerns to discuss available options).
Monitor all client communication to guarantee client satisfaction while maintaining hospital and departmental metrics.
Resolve customer service issues/concerns.
Ensure client medical and financial records are filed appropriately and in a timely manner.
Maintain a neat and orderly appearance of the front desk and reception area.

Qualifications
Skilled in Microsoft Office Applications including Excel Word and Power Point.
Ability to plan organize and effectively lead in a high-paced and fast-moving environment.
Must be flexible and tactful in all communications.
Must be self-confident motivated and possess the ability to interact effectively with ASPCA employees clients and the public.

Languages
English
Spanish is preferred but not required

Work Experience
2 years of experience working in a veterinary hospital strongly preferred.
A minimum of 2 years experience managing at least one direct preferred.
Experience working in a front desk or customer service representative role.
Experience with billing processes and systems a plus

Additional Information
We are seeking candidates who demonstrate outstanding interpersonal and communication skills as well as the ability to work with a high degree of integrity and accountability. This position requires flexibility positivity and someone that is detail oriented.
This is a full-time position that may require occasional flexibility overtime and weekend work.

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