Reports To: Hospital Manager, Medical Directors 

Job Summary: 

The role of the Client Care Team Lead is a full-time position that will support, lead, and direct our team of CSRs in a professional, supportive, and kind manner, while recognizing the responsibilities involved in responding to client and coworker questions. The Team Leader will also work closely with the hospital’s Leadership Team to promote a positive hospital image and continuously work towards the betterment of our people and our hospital as a whole. 

Duties and Responsibilities: 

(This job description is in addition to your current CSR role in hospital)  

The following serve as examples and is not all inclusive: 

Ensures all new staff members receive orientation and adequate training. Regularly check-in with new staff members with regard to training and performance management with documentation.  

Provide support, coaching/mentoring, and motivation to all Client Care team members by being present, monitoring workflow, and checking in with DVMs and the Treatment Team to maintain smooth communication. 

Creates an inspiring team environment with an open communication culture. 

Leveraging the strength of the collective treatment team to grow and develop one another, building a culture of continuous improvement.  

Recognize limitations of team or individual members and assess what can be done to resolve the situation proactively. 

Identify and address client service issues or internal team conflicts promptly. Submit incident reports when appropriate. 

Produces schedule (Legion) and ensures an equal/fair rotation for all treatment associates. Reduces overtime through effective scheduling.  

Coordinate vacation and relief coverage to maintain strong front desk support and seamless client service. 

Assist with interviewing and hiring new Client Care team members. Follow through with the onboarding process to ensure new hires are fully supported. 

Assists with client-related administrative duties in partnership with Hospital Manager (e.g., Accounts Receivable). 

Attend weekly Leadership meetings and contribute feedback and solutions while maintaining confidentiality.  

Act as mediator and advocate for the Client Care team, listening to concerns and leading with empathy. 

Drives and supports various clinic initiatives as directed by the Hospital Manager (e.g., Care Club), ensuring successful rollout and team engagement. 

Assists with conducting performance reviews for team members and gathering feedback from other hospital staff members. Implements appropriate development plans with documentation. 

Conduct or assist with quarterly Coach & Connect sessions with team members, or as needed. 

Assist with planning ongoing training and continuing education events for the Client Care team, incorporating them into meetings or social events whenever possible. 

Update training manuals, SOPs, and client communication protocols as necessary. Recognize inefficiencies and implement improvements. 

Meets with reps related to client care or OTC products, staying up to date on offerings and ensuring the Client Care team is informed and trained as needed. 

Manage payroll timesheets (WorkDay) for Client Care team members. 

Attends weekly Staff Meetings and prepares departmental breakout sessions when needed.

What VCA Canada Offers 

Join our team and you will make a huge difference in the lives of pets and their families! With an extensive network of hospitals across Canada, each location offers a diverse experience, a local community feel, and a caring culture of Wellness and Appreciation you can thrive in!  

RRSP Employer 5 % Match Program – saving for your future just got easier!  

VCA Canada RRSP Student Loan - Ask us more! 

A caring culture of Wellness and Appreciation!  

Medical Library; 2000+ journals, 600+ textbooks, research, and more at your fingertips! 

Competitive wages and health/dental benefits!  

Opportunity to apply for a Veterinary Technician/Technologist scholarship (annual process)  

Annual uniform allowance  

Exceptional career development: there is room to grow here!  

Referral Bonus Rewards  

Opportunities to give back to your community through VCA initiatives  

Generous personal pet care discounts  

Extra perks like shopping discounts and cool wellness apps!  

Click “Apply Now” 

VCA Canada is committed to providing an inclusive and diverse workplace and is an equal opportunity employer. If you require any assistance, please let us know. 

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.