Manager, Client Experience and Business Operations

at  University of Guelph

Department: Hospital Operations
This position is represented by the agreement between the Professional Staff Association and the University of Guelph

REQUIREMENTS

• Bachelor’s degree in administration or a related field is required; an MBA or medical/veterinary training is preferred.
• Minimum of 2-3 years of experience in a combined administrative and business operational role, with demonstrated leadership and team management capabilities.
• Proficient in electronic hospital information systems and medical records management.
• Knowledge of financial management, including invoicing, revenue optimization, and audit compliance.
• Familiarity with regulations such as CVO and AAHA accreditation standards.
• Outstanding interpersonal, communication, and problem-solving skills, with a proven ability to navigate complex stakeholder relationships.
• The following is considered an asset:
• Advanced proficiency in financial systems (Excel, QuickBooks, etc.) and project management tools.
• Experience implementing operational process improvements in a healthcare or similar environment.
• Demonstrated ability to build and lead engaged teams in high-pressure settings.
  Employee Type: Regular
  Position Number: 10620004
  Classification: P&M FT- Band 04
  Professional/Managerial Salary Bands
  At the University of Guelph, fostering a culture of inclusion is an institutional imperative. The University invites and encourages applications from all qualified individuals, including from groups that are traditionally underrepresented in employment, who may contribute to further diversification of our Institution.
  Posting Date: 01/27/2025
  Closing Date: 02/11/202

GENERAL PURPOSE

The OVC Health Sciences Centre (HSC) is a dynamic and innovative clinical environment dedicated to delivering exceptional patient care, fostering experiential learning, and advancing veterinary discovery. Reporting to the Associate Dean Clinical Program, the Manager, Client Experience and Business Operations plays a pivotal role in managing the client and operational functions of the HSC, which is comprised of multiple facilities such as the Companion and Large Animal Specialty Hospitals and the Animal Cancer Centre. This position leads a team of over 20 client service associates, ensuring seamless operational efficiency, enhanced client satisfaction, and financial sustainability in a high-paced 24/7 teaching hospital environment.

DUTIES AND RESPONSIBILITIES

• Oversee the delivery of exceptional client experiences, acting as the primary liaison between patient owners, referring veterinarians, and clinical staff.
• Provide strategic leadership to ensure optimal operations across hospital functions, including scheduling, admissions, discharge, and billing processes.
• Collaborate with senior leadership to develop revenue generation strategies and optimize resource utilization to meet budgetary goals.
• Address and resolve client concerns during often sensitive and emotional scenarios, such as financial disputes or critical care situations.
• Lead initiatives to enhance operational efficiency, foster innovation, and improve client services, including introducing technologies like online payment systems or enhanced communication tools.
• Manage staff recruitment, training, and development, ensuring alignment with hospital goals and standards.