Assistant General Manager of Hospital Operations

Responsibilities

• Acts as a collaborative liaison between hospitals, NVA support center, and the Division Leader (DDO, DL)
• Acquires and maintains knowledge of organizational and local practice policies and procedures
• Effectively leverages our practice management software and NVA support systems for reporting and training
• Ensures proper staff scheduling/optimization
• Analyzes and interprets operational reports and identifies areas for improvement
• Implements and champions NVA initiatives as a change manager
• Oversees employee benefits program and hospital insurance plans
• Develops and implements hospital policy, including DEA/Controlled Substances and OSHA compliance
• Performs quality checks and reviews of client files
• Maintains computer systems and works with HelpDesk to resolve technical systems/equipment issues
• Strategizes and works with Managing Veterinarian to implement and ensure the best veterinary practices in medicine and business structure
• Collaborates with the Managing Veterinarian and Division Leader (DDO, DL) to create an overall strategy (i.e., positioning in local market)
• Creates action plans, sets and manages goals, delegates tasks, and tracks performance
• Plans, organizes, and participates in regional meetings as needed
• Acts as a champion for change and identifies, documents, shares, and promotes best practices
• Hospital Leader Development
• Partners with the Managing Veterinarian to address staffing needs including hiring, training, reviewing, and disciplining of staff
• Manages the performance management cycle from interviewing and hiring to counseling and terminating staff
• Ensures hospitals comply with all Federal and State human resource policies (I-9, DEA, OSHA)
• Conducts staff performance reviews and partners with L&D to guide career development
• Makes recommendations for staff training and development
• Coaches and provides feedback to staff
• Implements performance-based incentive and rewards and recognition programs
• Manages staff, including grooming and boarding staff if applicable, as well as, People Operations manager, DVM operations manager, Outreach manager, and departmental leads
• Tracks and maintains current licensures for all DVMs
• Client Relations
• Demonstrates and reinforces the highest level of client service
• Resolves client issues and escalations and oversees client follow-up communication
• Drives both existing and new client visits through tactics, strategic client communication and local marketing efforts (i.e., Community)
• Develops, champions, and oversees client acquisition and retention initiatives
• Assesses the quality of service and provides direction for enhancing quality

Qualifications

• Minimum of 5 years of experience in operations management
• Bachelor's degree in business administration, operations management or related field, an MBA or master's level business education is a plus
• Experience developing and leading teams of 75+ with multiple layers of employees as well as varying employee skill sets
• Experience & a proven record of accomplishment successfully managing a P&L with revenue of $10M+
• In-depth knowledge of diverse business functions and principles (e.g., supply chain, finance, customer service, optimizing workflows, SOO (Statement of Operations) reviews, etc.)
• Expert knowledge of data analysis and performance/operation metrics
• Acute financial analysis skills related to EBITDA, revenue, and cost drivers, and understanding business pro forma financial statements
• Experience developing long-term business strategies, ensuring employee policies are in compliance and applied with fairness and consistency
• A commitment to a continuous evaluation of the efficiency of business operations according to organizational objectives while having the ability to anticipate and apply immediate mitigation plans to ensure a minimal impact during fluctuations in business or staffing
• Ability to communicate effectively verbally and in written form
• Basic computer skills i.e., Microsoft Office suite (Previous practice management software knowledge a plus)
• Ability to display above-average EQ and model a professional and courteous manner with staff and clients
• Experience leading a site through a renovation or relocation a plus