Assistant Manager, Billing and Operations - ASPCA Animal Hospital

Summary:

Overview
As the Billing and Operations Assistant Manager at the ASPCA Animal Hospital (AAH), you'll play a key role in supporting access to compassionate veterinary care for pets and their families. Working closely with a dedicated team, you'll help eliminate barriers to essential services by providing empathetic, knowledgeable, and efficient support to clients, ensuring every pet receives the care they deserve.

Who We Are
AAH provides expert, urgent medical care to some of NYC's most vulnerable animals. As a component of the NYC safety net system, we provide subsidized care for animals whose owners are experiencing financial challenges and could not otherwise afford medical care for their pet. We also provide medical care for animals who come to us through our internal partners, including victims of cruelty and neglect as part of our partnership with the NYPD.

The ASPCA Animal Hospital (AAH), is passionate about minimizing fear, anxiety, and stress and pain in our patients. Team members in this position are responsible for providing services and communication to clients, members of the public, co-workers, and patients that are consistent with our practice's standards and Fear Free values.

What You'll Do
The Billing and Operations Assistant Manager reports directly to the Senior Director of Operations and has at least 1 direct report. This role is essential in supporting the department with exceptionally detail oriented capabilities and operational excellence. The billing and operations assistant manager will be responsible for supporting the work of the billing and client services teams, providing suggestions for optimizing systems and procedures, and supporting AAH/ARC/CARE through celebratory functions.

Success in this role requires the ability to thrive in a fast-paced environment, demonstrate a high level of accountability, while maintaining a strong attention to detail. Collaboration is key- this position works closely with cross-functional teams, embodying a team-first mindset with consistent follow-through. The ideal candidate will also demonstrate urgency in task completion while upholding Fear Free values in every interaction.

What You'll Get

Compensation
Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future.

• The target hiring range for this role is $28.85 - $31.25 per hour

Benefits
At the ASPCA, you don't have to choose between your passion and making a living. Our comprehensive benefits package helps ensure you can live a rewarding life at work and at home. Our benefits include, but are not limited to:

* Affordable health coverage, including medical, employer-paid dental, and optional vision coverage.
* Flexible time off that includes vacation time, sick and bereavement time, paid parental leave, 10 company paid holidays, and paid personal time off that allows you even more flexibility to observe the days that mean the most to you.
* Competitive financial incentives and retirement savings including a 401(k) plan with generous employer contributions - we match dollar for dollar up to 4% and provide an additional 4% contribution toward your future each year.
* Robust professional development opportunities including classes, on-the-job training, coaching and mentorship with industry-leading peers, internal mobility, opportunities to support in the field, and so much more.

Responsibilities:

Job Responsibilities
Responsibilities will include, but are not limited to:

Operational & Administrative Support (50%)
* Work with the floor manager team to optimize daily operational flow, lead by example at the front desk, filling in gaps as appropriate.
* Provide management with suggestions to update systems and procedures as necessary to maintain the highest level of patient care and customer service.
* Demonstrate proficiency in billing processes to help fill coverage gaps.
* Cover all shift responsibilities of the Client Service Representatives including checking in clients, loading exam rooms and closing out invoices.
* Manage and arrange all celebratory events for AAH, ARC & CARE employees including but not limited to celebratory weeks, birthdays, anniversaries and holidays.
* Assist with maintaining and updating the patient information system.
* Assist in preparing and monitoring change funds, daily cash receipts and drawer reconciliations as necessary.
* Audit and close out billing sheets and review all financial records for accuracy.
* Work on research and data projects on an as needed basis.

People Management & Development (35%)
* Consistently provide high-quality feedback to direct report(s), conduct quarterly one-on-ones with all directs to build strong relationships, provide clear direction, and encourage opportunities for development.
* Promote and ensure the continual practice of using organizational core values and behavioral competencies. Set personal and team annual goals and manage the annual review process for all direct report(s).
* Listen to and support employee concerns, encouraging staff to problem-solve and provide viable solutions.
* Support staff in appropriate and professional handling of any adverse client or patient events.
* Mediate and/or de-escalate employee conflicts and manage disciplinary actions when necessary.
* Review and approve operations team schedules, time off, and timecards.
* Assist in coordinating all CSR/BOA hiring, training, and onboarding.
* Attend daily huddles/meetings to ensure optimal workflow.

Client Care (15%)
* Monitor employee effectiveness to ensure excellent quality of care for incoming patients, pursuant to ASPCA policies and Fear Free Guidelines.
* Make financial decisions (i.e., Interview clients with financial concerns, to discuss available options).
* Monitor all client communication to guarantee client satisfaction while maintaining hospital and departmental metrics.
* Resolve customer service issues/concerns.
* Ensure client medical and financial records are filed appropriately and in a timely manner.
* Maintain a neat and orderly appearance of the front desk and reception area.

Qualifications
* Skilled in Microsoft Office Applications including Excel, Word, and Power Point.
* Ability to plan, organize and effectively lead in a high-paced and fast-moving environment.
* Must be flexible and tactful in all communications.
* Must be self-confident, motivated and possess the ability to interact effectively with ASPCA employees, clients and the public.

Languages
* English
* Spanish is preferred but not required

Work Experience
* 2 years of experience working in a veterinary hospital strongly preferred.
* A minimum of 2 years' experience managing at least one direct report.is preferred.
* Experience working in a front desk or customer service representative role.
* Experience with billing processes and systems a plus

Additional Information
* We are seeking candidates who demonstrate outstanding interpersonal and communication skills as well as the ability to work with a high degree of integrity and accountability. This position requires flexibility, positivity and someone that is detail oriented.
* This is a full-time position that may require occasional flexibility, overtime and weekend work.

Qualifications:

Language:

Education and Work Experience:

Our EEO Policy:
The ASPCA is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ASPCA's standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA. Please inform the ASPCA's People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.

Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

ASPCA is an Equal Opportunity Employer (M/F/D/V).

About Us:
The ASPCA was founded in 1866 on the belief that animals are entitled to kind and respectful treatment by humans and must be protected under the law. As a 501(c)(3) not-for-profit corporation with more than two million supporters nationwide, the ASPCA is committed to preventing cruelty to dogs, cats, equines, and farm animals throughout the United States.

The ASPCA is headquartered in New York City, where we maintain a full-service animal hospital, spay/neuter clinic, mobile spay/neuter and primary pet care clinics, a rehabilitation center for canine victims of cruelty, kitten nursery, adoption center, and two community veterinary centers.

The ASPCA also operates programs and services that extend nationwide. We assist animals in need through on-the-ground disaster and cruelty interventions, behavioral rehabilitation, animal placement, legal and legislative advocacy, and the advancement of the sheltering and veterinary community through research, training, and resources.

At the ASPCA, we are committed to fostering a collaborative and compassionate culture and we welcome all voices to contribute to our lifesaving mission. Our staff represent a vast array of backgrounds and diversity dimensions, bringing with them valuable experiences and perspectives. They join the ASPCA to learn, grow, and continually do their best work on behalf of animals. We are inspired by our staff, partners, and the communities we support across the country who work to improve animal lives. We are committed to diversity, equity, and inclusion at the ASPCA because it elevates our organizational culture, aligns with our Core Values, and enables us to move further and faster toward the ASPCA's vision - that all animals live good lives; valued by society, protected by its laws, and free from cruelty, pain and suffering.

Your Employee Rights Under the Family and Medical Leave Act:
Pursuant to regulations of the Family and Medical Leave Act (FMLA), we provide this notice to applicants about eligible employees' protected leave for certain reasons. Click on the link to learn more.

Applicants that are residents of Colorado: Per CO Senate Bill 23-058, we cannot generally request or require any age-related information (i.e., age, DOB, attendance or graduation dates from an educational institution) on an initial employment application; this includes any age-related inquiries in the initial interview. We are permitted to require/request additional application materials; if those materials contain any age-related information, an applicant may redact the information before submitting an initial employment application.

Indiana Applicants: Pursuant to Indiana law, we are providing notice that it is an unlawful employment practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by: (1) refusing to employ an applicant for employment on the basis that the applicant is a veteran of the armed forces of the United States; or (2) refusing to employ an applicant for employment on the basis that the applicant is a member of the Indiana National Guard or a member of a reserve component. Should you feel that you were a victim of discrimination on the basis of veteran status, please let us know at careers@aspca.org. Alternatively, you can file a complaint with the following agencies at any time: Indiana Civil Rights Commission (ICRC) 100 North Senate Avenue, Room N103, Indianapolis, IN 46204; Office: (317) 232-2600 | Toll Free: (800) 628-2909; Hearing Impaired: (800) 743-3333 | Fax: (317) 232-6580; E-mail: icrc@crc.in.gov | Website: www.in.gov/icrc. Equal Employment Opportunity Commission - Indianapolis Field Office; 115 W. Washington Street South Tower Suite 600; Indianapolis, IN 46204; Phone: 463-999-1240; Fax: 317-226-7953; TTY: 1-800-669-6820;ASL Video Phone: 844-234-5122.