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. Key responsibilities include:

1. Create productive, collaborative and seamless relationships with all veterinarians.
2. Point person for all day-to-day functions of the practice, including scheduling, equipment maintenance, inventory control, invoicing, patient scheduling, team training, radiological safety program, and handling client concerns.
3. Oversee hiring, training, reviewing, counseling, and separation of paraprofessional partners, in partnership with the Area Operations Manager and Human Resources Business Partner.
4. Schedule paraprofessional partners, with the expectation to schedule a minimum of two weeks out. Maintain all hospital partner points in accordance with Petco's punctuality and attendance policy.
5. Create and maintain the doctor's schedule with support from the Area or Regional Medical Director as needed. Review P&L monthly reporting and partner with the Area Operations Manager to increase revenue growth and exceed financial targets set by the Finance team.
6. Escalate partner or client issues to the Area Operations Manager, Area Medical Director, and/or HRBP as required.
7. Interface and collaborate with the Petco store team to drive a seamless complete care customer experience. Schedule appointments, provide client education, relay test results to the doctor and clients, maintain and update hospital inventory, maintain client/patient records within the practice management system, and manage accounts receivable.
8. Keep the hospital environment neat and clean; maintain OSHA standards, perform and maintain regular cleaning of the environment based on necessity and a pre-determined maintenance schedule.
9. 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 the Area Operations Manager and Human Resources Business Partner.
• Schedule paraprofessional partners, with the expectation to schedule a minimum of two weeks out. Maintain all hospital partner points in accordance with Petco's punctuality and attendance policy.
• Create and maintain the doctor's schedule with support from the Area or Regional Medical Director as needed. Review P&L monthly reporting and partner with the Area Operations Manager to increase revenue growth and exceed financial targets set by the Finance team.
• Escalate partner or client issues to the Area Operations Manager, Area Medical Director, and/or HRBP as required.
• Interface and collaborate with the Petco store team to drive a seamless complete care customer experience. Schedule appointments, provide client education, relay test results to the doctor and clients, maintain and update hospital inventory, maintain client/patient records within the practice management system, and manage accounts receivable.
• Keep the hospital environment neat and clean; maintain OSHA standards, perform and maintain regular cleaning of the environment based on necessity and 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 to ensure adequate coverage while keeping the hospital within forecasted payroll costs. They will also play a crucial role in ensuring that day-to-day operations are efficient and provide an optimal experience for patients and guests.

Planning and Problem Solving

The Hospital Operations Manager must possess excellent planning skills while scheduling the hospital paraprofessional partners to ensure adequate coverage while keeping the hospital within forecasted payroll costs. They will also play a crucial role in ensuring that day-to-day operations are efficient and provide an optimal experience for patients and guests.

Impact

This position impacts the organization by contributing to the growth of productive practices while focusing on a high-quality standard of care. From an overall hospital organizational standpoint, this position is critical to ensuring that there is 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.
• Ability to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Must be compassionate and sympathetic and be able to maintain a professional attitude and demeanor during emotional and stressful situations.
• Must have telephone etiquette and basic computer skills.
• 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. Constructsively 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 - Initiates 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.
• Work Environment
• The majority of job duties are conducted in the Veterinary Hospital.
• Position requires bending, kneeling, lifting (up to 30 pounds, as necessary), and standing for long periods of time.
• A large amount of this partner's time will be spent in direct contact with clients and their pets.
• Contacts
• This position will regularly communicate with clients, veterinary specialists, store partners, and companies that provide products and/or services that the practice utilizes.
• The right candidate will be able to positively represent the hospital and Petco within the professional community and to our guests.

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.