Veterinary Practice 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 create a positive culture and cohesive team environment. They oversee hiring, training, reviewing, counseling, and separation of paraprofessional partners, and assume scheduling responsibilities for all paraprofessional partners, with the expectation to schedule a minimum of two weeks out.

• Create productive, collaborative and seamless relationships with all veterinarians in the hospital.
• Oversee hiring, training, reviewing, counseling and separation of paraprofessional partners.
• Assume scheduling responsibilities for all paraprofessional partners.
• 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.
• 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.

Essential Job Functions

• 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.

Nature of Supervision

The Hospital Operations Manager reports to the Area Operations Manager. They must possess excellent planning skills while scheduling the hospital paraprofessional partners in order to ensure adequate coverage while making sure the hospital does not exceed forecasted payroll costs. They will also play a crucial role in ensuring that day-to-day operation of the hospital is efficient and provides an optimal experience for our patients and guests.

Planning and Problem Solving

The Hospital Operations Manager must possess excellent planning skills while scheduling the hospital paraprofessional partners in order to ensure adequate coverage while making sure the hospital does not exceed forecasted payroll costs. They will also play a crucial role in ensuring that day-to-day operation of the hospital is efficient and provides an optimal experience for our patients and guests.

Impact

This position will impact the organization by contributing to the growth of productive practice while focusing on a high-quality standard of care. From an overall hospital organizational standpoint, this position in critical to ensuring that we have a cohesive, well-trained, and motivated medical support team. The desired result is the creation of an optimal environment that ensures partner retention, patient well-being, and customer satisfaction.

Supervisory Responsibility

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.

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.

Pay and Benefits

The pay ranges outlined below are presented in accordance with state-specific regulations. These ranges may differ in other areas and could be subject to variation based on regulatory minimum wage requirements. Actual pay rates will depend on factors such as position, location, level of experience, and applicable state or local minimum wage laws.

Salary Range: $21.25 - $33.75 Hourly or Salary Range will be reflected above.

For a more detailed overview of Petco Total Rewards, including health and financial benefits, 401K, incentives, and PTO - see here.