Client Liaison Manager - Veterinary Teaching Hospital - Atlantic Veterinary College

Competition Number: 
Position Type: 
Staff Position
Closing Date: 
Wednesday, September 21, 2016
Date of Posting: 
September 7, 2016
Veterinary Teaching Hospital - Atlantic Veterinary Hospital
Client Liaison Manager
Full Time Term Position
Hours of Work: 

37.5 hours per week 

Commensurate with experience

September 2016 to August 2017

The Veterinary Teaching Hospital is searching for an individual who would serve as the manager of the client experience within the VTH (our clients include both referring veterinarians and animal owners). This individual would act as a liaison between the clients and various departments in the hospital to help clients navigate our challenging system. The successful applicant will identify areas where patient flow and client care are not optimized and develop plans/strategies for dealing with pain points. Additionally, this person will evaluate and mitigate problems in the hospital that may result in complaints.


• Direct supervision of the client services staff (5-10 people)
• Complaints resolution - point person for primary contact within administration for dealing with client complaints and concerns. Working together with management team on complaints resolution
• Communications - developing communications and evaluating our approach to communicating with clients
• Billing - working with clinicians and billing officer to ensure bill updates are done, clients are kept updated of plans and future charges, and financial planning to ensure expectations are clear. This person would develop protocols for helping to navigate billing, payments, insurance/financing options
• Marketing - developing content for a VTH website, maintaining the VTH Facebook page, developing a social media strategy for the VTH, and protocol development around social media/e-marketing
• Advancement - developing a grateful client program within the VTH. Working with advancement to identify and coordinate naming opportunities within the VTH, and to identify clients who had exceptional experiences that may be interested in giving back to the VTH. This person will help establish a VTH equipment fund and be the point person in hospital administration for dealing with the development office, the Inspire Campaign, and other fundraising opportunities within the VTH
• Volunteer program - developing and maintaining a new program to organize interested volunteers within the hospital to work as client greeters. These greeters would act much as "candy-stripers" in a human hospital, checking in on clients who are waiting, ensuring their comforts are being met, and that their questions/concerns are addressed. This is a start-up program and requires someone to organize and coordinate it from the ground up
• Surveying – the successful candidate would be responsible for developing and implementing a client survey tool and would receive and compile the results of the surveys for presentation to the hospital director
• AAHA accreditation - the American Animal Hospital Association is an organization that accredits companion animal practices (both primary and referral) and hold these practices to a standard of veterinary excellence. It is an accreditation process meant to improve patient and client care and to maintain our facilities to the highest standards in veterinary medicine. All other Canadian VTHs are AAHA accredited. We are not and the process requires time and resources. This person would spearhead the effort and coordinate the VTH team to achieve successful accreditation
• EMR superuser – the successful candidate would need to be intimately familiar with the new hospital management system (HMS)/electronic medical records system (EMS) in order to fully serve clients. One of the first duties of this role would be to become a superuser of the new system and assist the director with implementation and roll-out of the new HMS/EMR
• Cover calls for the operations manager when he is off on vacation/sick leave
• The successful candidate would assist in the management of the VTH as a whole by assisting the operations manager including hiring, scheduling, participation in performance reviews, and helping to address daily problems and concerns in the VTH. All of this work is done in close collaboration with the operations manager and the director of the VTH


• Minimum 2 year college diploma in business, veterinary medicine, or related field
• Veterinary background required (AHT diploma with RVT accreditation will be considered, although DVM degree is an asset)
• Additional skills training in communications, marketing, or business administration an asset
• 3 years of management experience required, with preference given to an individual who has experience in HR or managing numerous individuals
• Excellent computer skills required including proficiency in Microsoft Office suite of products, iOS, and ability willingness to learn new software packages
• Experience with communications and complaints resolution with at least 2 years experience in client communications and responsibility for resolving complaints in a clinical setting
• Experience in coordinating a volunteer program is preferred
• Experience in fundraising or in assisting in fundraising programs is preferred
• Marketing experience is an asset

Application Instructions: 

Please submit electronically a cover letter, quoting the competition number, a resume and reference list to be received no later than the closing date via the link posted on the UPEI Human Resources website (

If you are unable to apply online, you can drop off your resume to the Human Resources Department, Kelley Building, University of Prince Edward Island, 550 University Avenue, Charlottetown, PEI C1A 4P3, Fax Number (902) 894-2895.

In accordance with Canadian immigration requirements, all qualified candidates are encouraged to apply; however, Canadian citizens and permanent residents will be given priority. The University of Prince Edward Island is committed to gender equity in employment.

Only those applicants who are invited to an interview will be acknowledged.

Successful Candidate(s): 

R. MacLean

UPEI encourages all qualified applicants to apply for job openings; however, in keeping with the terms and provisions of the university’s various employment and collective agreements, first priority will be given to internal candidates.
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