Manager of Client Support Services

University of Minnesota; Minneapolis (MN); On-site; USD 85,000 - 96,000; Full time

Benefits offered by this job

Competitive wages

Paid holidays and time off

Retirement plans with employer contrib

PSLF opportunity

Job summary

The University of Minnesota Veterinary Medical Center is seeking a Manager of Client Support to oversee day-to-day operations and client care across the patient journey, aligning teaching, research and service with hospital goals.

You will lead supervisors, drive project management and SOP development, monitor service metrics and budgets, and collaborate with service leaders to improve workflows and patient experience within the VMC.

Qualifications

• Bachelor's degree and at least six years of experience.
• Strong interpersonal skills.

Responsibilities

• Oversee day-to-day operations and systems within the VMC.
• Manage and develop supervisors and oversee service areas.
• Coordinate financial performance, service metrics, and workflow efficiency.
• Collaborate with multiple service leaders to implement priorities.
• Write SOPs and monitor budget and performance.

Skills

Strong interpersonal skills

Leadership

Education

Bachelor's degree and at least six years of experience

Job description

About the Job

The Manager of Client Support oversees the day-to-day operationsand systems within the VMC, ensuring a high standard of client careis maintained throughout the patient’s journey while meeting thetripartite mission of teaching, research, and service. The positioninvolves project management and support for supervisors infulfilling service and teaching duties. This position isresponsible for managing the operations of the hospital servicesassigned, in partnership with the Director of Operations and thesupervisors in those services. Additional duties will includemanaging and developing supervisors who oversee the assignedservices, responsibility for financial performance, servicemetrics, and the efficiency of practices at all stages of thepatient journey. This position will collaborate across theVeterinary Medical Center (VMC) with multiple service leaders toproblem-solve and implement organizational priorities, as well asperform other duties as assigned. The specific duties and workschedule may vary based on VMC needs.

Job Responsibilities

50% - Projects related to operational workflow, standardpractice and revenue

• Understand information systems and processes in the SmallAnimal (SA) Hospital and use them effectively, efficiently andknowledgeably
• Engage with services and departments across the College ofVeterinary Medicine (CVM) using positive leadership principles
• Represent the units assigned in critical managerialmeetings
• Responsible for ensuring all services and supplies are chargedfor according to hospital fee schedule, and following VMCpolicy
• Partner with clinicians to evaluate and implement a variety ofcustomer service needs as they arise
• Maintain and track inventory of medical equipment andinstruments
• Work with the Director to determine authority and decisionmaking responsibilities
• Improve communication flow between all employees, clients andhospital customers
• Ensure that service functions assigned to individuals or teamsare performed in a timely, efficient effective manner
• Managerial duties include supervisory, budgeting,accountability for fiscal performance and planning
• Assist in coordinating activities within the outpatientreceiving services
• Build client facing processes that fit with clinical practicesand prioritize patient care
• Write SOPs with the Section Heads as needed
• Monitor the budget as delegated by Director

50% - Supervision

• Manage and lead supervisors who may oversee approximately 15-20direct resorts
• Identify and recognize staff contributions
• Facilitate conflict resolution and hold others accountable fortheir interpersonal impacts as well
• Disseminate all necessary information to supervisors, who inturn disseminate to staff
• Conduct performance reviews for assigned employees
• Train teams in standard operating procedures (SOPs) asneeded
• Is aware of clerical duties and workflow within the assignedservices
• Continuously improve service delivery, helping the VMC thrivein a competitive environment
• Suggest efficiencies and help develop new initiatives
• Maximize productivity within the services in collaboration withpatient support managers
• Approach collaboration with whole system thinking.
• Assist supervisors with coaching, progressive discipline andgrievances as necessary
• Provide feedback to supervisors on performance, completeprobationary/annual performance evaluations
• Assist supervisors with the hiring, development and dischargingof employees assigned to area
• Work with other leaders to provide coverage during vacations,illnesses, and cross training programs

Interpersonal Skills

• Provide excellent customer service to staff, colleagues,clients and supervisor
• Maintain a positive attitude and work as a team player acrossservices within the VMC to achieve goals
• Use time efficiently, take initiative, and proactively addressdepartmental and hospital needs
• Work with students, staff, clients and clinicians in arespectful and positive manner
• Enhance communication, manage conflict, promote safety and teamcooperation

Work Environment

• This work is performed on site at The University of MinnesotaVeterinary Medical Center, and requires daily visibility with theteams.
• Hours of work are Monday - Friday 8:00 a.m. - 4:30 p.m.
• Occasionally, hours are adjusted to accomplish the work.

Supervision

• Immediate supervisor – Director of Operations
• Work direction given by – Director of Operations

Qualifications

Required Qualifications

• Bachelor's degree and at least six years of experience
• Strong interpersonal skills

Preferred Qualifications

• Expertise in using data to inform decisions - managing to KPIs,project management, billing

Pay and Benefits

Pay Range: $85,000 - $96,000 annually; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Faculty and P&A Staff

Please visit the Office of Human Resources website for moreinformation regarding benefit eligibility.

The University offers a comprehensive benefits package thatincludes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional trainingand degree-seeking programs supported by the Regents Tuition BenefitProgram
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counselingat no cost
• Employee TransitPass with free or reduced rates in the Twin Cities metroarea

While our salary ranges provide a framework, it is important tonote that most of the time, the initial pay may not reach the maximum of the range. Thisapproach ensures that compensation reflects the value and unique contributions ofeach candidate while maintaining equity within our organization. As part of ourcommitment to fair and equitable compensation, please be aware that the salary offered toincoming candidates will be based on their individual credentials and experience.

Diversity

The University recognizes and values the importance of diversityand inclusion in enriching the employment experience of itsemployees and in supporting the academic mission. The University iscommitted to attracting and retaining employees with varyingidentities and backgrounds. The University of Minnesota provides equal access to andopportunity in its programs, facilities, and employment withoutregard to race, color, creed, religion, national origin, gender,age, marital status, disability, public assistance status, veteranstatus, sexual orientation, gender identity, or gender expression.To learn more about diversity at the U: http://diversity.umn.edu

Employment Requirements

Any offer of employment is contingent upon the successfulcompletion of a background check. Our presumption is thatprospective employees are eligible to work here. Criminalconvictions do not automatically disqualify finalists fromemployment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among thelargest public research universities in the country, offeringundergraduate, graduate, and professional students a multitude ofopportunities for study and research. Located at the heart of oneof the nation's most vibrant, diverse metropolitan communities,students on the campuses in Minneapolis and St. Paul benefit fromextensive partnerships with world-renowned health centers,international corporations, government agencies, and arts,nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized byForbes as a Best Employer for Company Culture (2026), Best Employerfor Women (2023, 2025, 2026), and Best Employer by State(2022-2026). In 2026, we also received Culture Excellence &Industry Awards recognition for employee appreciation and work-lifeflexibility.