Hospital Operations Manager

About the role

The Hospital Operations Manager leads the hospital staff to drive operational excellence, efficiency, high-standard patient care and excellent client experience. They partner with the Hospital Veterinarian(s) to provide a smooth and profitable operation. The Hospital Operations Manager represents Petco's mission and values to all clients.

Responsibilities

• Lead hospital paraprofessionals to drive operational excellence, efficiency, high-standard patient care and excellent client experience.
• Create productive, collaborative and seamless relationships with all veterinarians in the hospital to drive a positive culture and cohesive team environment.
• Point person for all day-to-day functions of the practice including, but not limited to – veterinarian and support partners scheduling, equipment function and maintenance, inventory control and ordering, proper invoicing, patient scheduling, team training, radiological safety program and handling elevated client concerns.
• Oversee hiring, training, reviewing, counseling and separation of paraprofessional partners, in partnership with AOM (Area Operations Manager) and Human Resources Business Partner.
• Maintain all hospital partner points in accordance with Petco’s punctuality and attendance policy.
• Create and maintain doctor’s schedule with support from Area or Regional Medical Director as needed.
• Review P&L monthly reporting, and partner with Area Operations Manager to increase revenue growth and exceed financial targets set by Finance team.
• Escalate partner or client issues to Area Operations Manager, Area Medical Director and/or HRBP as required.
• Interface and collaborate with Petco store team to drive a seamless complete care customer experience.
• Schedule appointments, provide client education, relay test results to doctor and clients, maintain and update hospital inventory, maintain client/patient records within the practice management system and manage accounts receivable.
• Keep hospital environment neat and clean; maintain OSHA standards, perform and maintain regular cleaning of environment based on necessity as well as based on a pre-determined maintenance schedule.
• Uphold and enforce all policies of Petco and Vetco Total Care.

Requirements

• 2-3 years previous experience working in a veterinary practice. In lieu of veterinary experience, must have 2+ years of strong leadership experience.
• Absolutely must have excellent written and verbal communication skills.
• Absolutely must have the ability to make decisions, delegate tasks and responsibilities and drive results with hospital partners.
• Absolutely must be compassionate and sympathetic and be able to maintain a professional attitude and demeanor during emotional and stressful situations.
• Absolutely must have telephone etiquette and basic computer skills.
• Absolutely must be a team player willing to continue learning, offer creative ideas and accept continual change.
• Basic computer skills i.e. Microsoft Office suite.

Desired Requirements

• 3-5 years previous experience working in veterinary practice.
• Previous P&L management.
• Bachelor’s degree or equivalent experience.
• 3+ years in a management role, including customer service.
• Reporting and data analysis experience.
• Veterinary Assistant/Technician experience in positions of increased responsibility.
• Licensed Veterinary Technician or Certified Veterinary Assistant (not required).
• Change agility- Works productively and able to navigate ambiguity or uncertainty while assuming positive intent in a fast-paced and evolving environment.
• Desire to Learn - Demonstrates flexibility and resilience in response to obstacles, constraints, adversity, and mistakes. Constructively and resourcefully adapts to changing needs, conditions, priorities or opportunities. Seeks out opportunities to learn from new discoveries, innovations, ways of looking at things, knowledge, and ideas. Invites and incorporates both giving and receiving productive and well-intentioned feedback.
• Drive for Results -- Initiate decisive, timely actions to address important issues. Demonstrates a strong sense of ownership and a commitment to achieving meaningful results. Sets challenging, clear goals/targets and expectations for achieving business results. Drives initiatives/efforts while taking personal responsibility to make decisions and execute actions.

Nature of Supervision

This position includes 1 or more direct reports (Veterinary Technicians, Vet Assistants, and Concierge partners) with daily responsibilities that include recruiting, interviewing, hiring, training, mentoring/coaching, assignment delegation and partnering with Human Resources on discipline up to and including termination.

Minimum Requirements

• 2-3 years previous experience working in a veterinary practice. In lieu of veterinary experience, must have 2+ years of strong leadership experience.
• Absolutely must have excellent written and verbal communication skills.
• Absolutely must have the ability to make decisions, delegate tasks and responsibilities and drive results with hospital partners.
• Absolutely must be compassionate and sympathetic and be able to maintain a professional attitude and demeanor during emotional and stressful situations.
• Absolutely must have telephone etiquette and basic computer skills.
• Absolutely must be a team player willing to continue learning, offer creative ideas and accept continual change.
• Basic computer skills i.e. Microsoft Office suite.

Pay

Salary Range: $25.00 - $40.00 Hourly or Salary Range will be reflected above.

Additional Information

Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification. To translate this webpage to Spanish or other languages on your internet browser, click the translate button to the right of your browser address bar. Additional instructions can be found here: Google Chrome Help (opens in new window).