Client Care Center Supervisor – Player-Coach

🔥 0 minutes ago

🌵 Arizona – Remote

🌵 Arizona – Remote

💵 $26 - $30 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

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ArkVets

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

🏥 Healthcare

👥 B2C

Healthcare • B2C

ArkVets is a multi-location veterinary clinic network founded in 2018 that provides compassionate, fear-free, and tech-enabled animal healthcare across the Phoenix metro area. The practice offers a broad continuum of care — urgent and emergency care (with extended hours, immediate triage, advanced diagnostics and surgery), chronic disease management, preventive wellness (annual exams, vaccinations, dental care, nutrition counseling), comfort/end-of-life services, and advanced surgical capabilities. ArkVets emphasizes personalized care plans, state-of-the-art facilities, online appointment booking, and community-focused service across several neighborhood clinics.

📋 Description

• Lead the Client Care Coordinator team across three hospitals • Set daily expectations for inbound and outbound activity • Run short team huddles • Set clear call-handling standards • Ensure calls reflect ArkVets' fear-free, transparent standards • Hold team members accountable to scorecards • Recognize strong performance and create coaching plans • Answer inbound calls during scheduled coverage blocks • Make outbound calls to unbooked inquiries, missed calls, canceled appointments, and clients with outstanding care needs • Support reactivation of lapsed clients • Handle complex or escalated client conversations • Improve inquiry-to-booked-appointment and outbound conversion • Review calls to identify missed opportunities and improve booking approaches • Coach representatives through price concerns and appointment hesitation • Review recorded calls and provide feedback • Run roleplay sessions and one-on-ones • Train new Client Care Coordinators and build repeatable onboarding • Track coaching completion and performance changes • Maintain the Care Center scorecard and report conversion trends to leadership • Compare performance by call type and hospital • Recommend process changes based on call data • Coordinate with hospital managers and medical teams • Follow clinical triage and escalation guidelines • Improve handoffs between the Care Center and hospital teams • Help reduce scheduling confusion and protect the client experience

🎯 Requirements

• 3 or more years of experience managing an inbound sales, call center, inside sales, healthcare access, dental, medical, home services, or appointment-setting team • Experience managing customer-facing representatives • Experience coaching representatives from recorded calls • Experience tracking conversion or appointment-setting metrics • Experience hiring, onboarding, or developing team members • Strong phone communication skills • Strong coaching and feedback skills • Ability to set standards and hold people accountable • Comfort using performance data to guide decisions • Ability to work across multiple locations or teams • Ability to work within clinical escalation guidelines • Availability for a full-time schedule during the 8 a.m. to 8 p.m. Arizona-time Care Center window • Quiet home workspace, reliable high-speed internet, and a quality headset • Bilingual English/Spanish preferred • Veterinary experience helpful/preferred • Healthcare or other appointment-based service experience preferred • Remote team management experience preferred • Experience improving inbound conversion preferred • Experience improving outbound appointment setting preferred • Experience building a call center scorecard preferred • Experience managing a small team through growth preferred

🏖️ Benefits

• Paid ArkVets pet memberships for two of your own pets plus 20% discount on all other services and pets • Healthcare coverage • Dental coverage • Short & Long Term • 401k • Continuing Education • Life Insurance • Holiday pay • Two weeks paid vacation • Quarterly team outings • Performance bonuses tied to the same scorecard you own • $500 computer stipend

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