General Manager of Hospital Operations

Responsibilities

• Manages, plans, and coordinates the hospital's overall operations
• Cultivates a supportive and collaborative team environment
• Acts as a collaborative liaison between hospitals, NVA support center, and the Director of Divisional Operations and Manager of Regional Operations
• 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
• Schedules and optimizes staff
• 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
• Monitors 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
• Creates and manages action plans, sets and manages goals, and delegates tasks
• Trains new managers and department leads and provides ongoing development via check-ins
• Mentors, coaches, and sets expectations with hospital leadership and staff
• Ensures managers and leads are trained in financial and operational systems and methods
• Analyzes and improves systems, policies, and processes
• Manages 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
• Manages costs, particularly labor
• Drives revenue growth
• Ensures payroll is accurately completed and submitted for all hospital staff
• Manages accounts receivable and cash on hand, including performing invoice audit reviews
• Manages hospital inventory and controls facility and administrative costs
• Performs quality checks and reviews of client files
• 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
• Demonstrates and reinforces the highest level of client service
• Resolves client issues and escalations and oversees client follow-up communication
• 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 with multiple layers of employees as well as varying employee skill sets
• 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