The Foster Hospital for Small Animals is the flagship academic small animal hospital of Cummings School of Veterinary Medicine of Tufts University, with approximately 37,000 patients per year. The hospital provides advanced veterinary care for small animal patients throughout New England and serves as the primary clinical training environment for the veterinary students, interns and residents. The mission of the FHSA is to provide high quality patient and client care through excellence in specialty medicine, to provide exemplary service to referring veterinarians, and to advance companion animal and human health, while providing outstanding veterinary education in a compassionate, caring, and professional environment.
The CRV, reporting to the COO and Hospital Director, is responsible for ensuring best practices for the client experience and handling client concerns related to clinical care. A major role of this position is to deliver exceptional client care and service. Responsibilities include resolving clients’ concerns and billing disputes while working in close association with the hospital administration team, faculty section heads and other client service staff. A close working relationship with the hospital social worker will be part of this position. Other responsibilities include providing administrative support for various projects related to student, staff and faculty working in the hospital. These would include organizing meetings to discuss areas for improvement in client service and consultation with house officer program directors as needed. In addition, this position is backup for the timely processing of concerns filed with the Massachusetts Board of Registration, in conjunction with the University’s legal counsel. This position supports other client service and experience functions, using a database of client concerns to meet the needs of Development, Accounting, and other stakeholders.