Veterinary Practice Manager

About the role

The Hospital Operations Manager leads the hospital team to drive operational excellence, efficiency, high-standard patient care, and excellent client experience. They partner with veterinarians to foster a positive culture and cohesive team environment. Key responsibilities include:

1. Leading hospital paraprofessionals to drive operational excellence, efficiency, high-standard patient care, and excellent client experience.
2. Create productive, collaborative, and seamless relationships with all veterinarians in the hospital to drive a positive culture and cohesive team environment.
3. 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.
4. Oversee hiring, training, reviewing, counseling, and separation of paraprofessional partners, in partnership with AOM (Area Operations Manager) and Human Resources Business Partner.
5. Maintain all hospital partner points in accordance with Petco's punctuality and attendance policy.
6. Create and maintain doctor's schedule with support from Area or Regional Medical Director as needed.
7. Review P&L monthly reporting, and partner with Area Operations Manager to increase revenue growth and exceed financial targets set by Finance team.
8. Escalate partner or client issues to Area Operations Manager, Area Medical Director, and/or HRBP as required.
9. Interface and collaborate with Petco store team to drive a seamless complete care customer experience.
10. Schedule appointments, provide client education, relay test results to doctors and clients, maintain and update hospital inventory, maintain client/patient records within the practice management system, and manage accounts receivable.
11. Keep 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.
12. Uphold and enforce all policies of Petco and Vetco Total Care.

Essential Job Functions

1. Lead hospital paraprofessionals to drive operational excellence, efficiency, high-standard patient care, and excellent client experience.
2. Create productive, collaborative, and seamless relationships with all veterinarians in the hospital to drive a positive culture and cohesive team environment.
3. 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.
4. Oversee hiring, training, reviewing, counseling, and separation of paraprofessional partners, in partnership with AOM (Area Operations Manager) and Human Resources Business Partner.
5. Maintain all hospital partner points in accordance with Petco's punctuality and attendance policy.
6. Create and maintain doctor's schedule with support from Area or Regional Medical Director as needed.
7. Review P&L monthly reporting, and partner with Area Operations Manager to increase revenue growth and exceed financial targets set by Finance team.
8. Escalate partner or client issues to Area Operations Manager, Area Medical Director, and/or HRBP as required.
9. Interface and collaborate with Petco store team to drive a seamless complete care customer experience.
10. Schedule appointments, provide client education, relay test results to doctors and clients, maintain and update hospital inventory, maintain client/patient records within the practice management system, and manage accounts receivable.
11. Keep 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.
12. 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 are responsible for leading and supervising a team of hospital paraprofessionals.

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 operations of the hospital are efficient and provide an optimal experience for our 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. It is critical to ensuring that we have a cohesive, well-trained, and motivated medical support team, which creates 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.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Compassionate and sympathetic, able to maintain a professional attitude and demeanor during emotional and stressful situations.
• Ability to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Ability to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
• Able to make decisions, delegate tasks and responsibilities, and drive results with