General Manager of Hospital Operations

Responsibilities

• Acts as a collaborative liaison between hospitals, NVA support center, and the Director of Divisional Operations and Manager of Regional Operations (DDO, MRO)
• 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

Strategic Planning and Leadership

• Collaborates with the Managing Veterinarian and Division Leader (DDO, DL) to create an overall strategy (i.e., positioning in local market)
• Obtains buy-in and alignment with staff
• Creates action plans, sets and manages goals, delegates tasks, and tracks performance
• Delegates tasks and holds staff accountable to achieving goals and structuring compensation to reflect achievement
• Analyzes and improves systems, policies, and processes
• 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

• Effectively trains new managers and department leads and provides ongoing development via check-ins
• Collaborates with support center staff in getting new hospital staff positioned in their role
• Mentors, coaches, and sets expectations with hospital leadership and staff
• Ensures managers and leads are trained in financial and operational systems and methods

Financial Management

• Analyzes the financial health of hospitals and diagnoses financial issues using appropriate reports
• Led the preparation and communication of the annual budget for the site, including both Revenue & Costs and Capital Expenditures
• Oversees the management of costs, particularly labor
• Drives revenue growth
• Safeguards payroll and ensures accuracy
• Manages accounts receivable and cash on hand, including performing invoice audit reviews
• Manages hospital inventory and controls facility and administrative costs
• Performs other duties essential to the performance of the hospital as assigned

People Management

• Presents and trains to large groups of individuals
• 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, and assists managers and leads with personnel issues/problems in partnership with NVA HRE
• Ensures hospitals comply with all Federal and State human resource policies (I-9, DEA, OSHA)
• Conducts staff performance reviews and guides career development
• Makes recommendations for staff training and development
• Negotiates and mediates issues/conflicts; 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