Veterinary Hospital Office Manager

Overview

The purpose of the Hospital Office Manager is to provide daily leadership to our hospital and partner with Hospital Veterinarian(s).   The Hospital Office Manager partners with our retail store partners to provide a smooth and profitable operation by creating a culture of high-quality patient care and exceptional customer service, as well as driving revenue and managing costs. The Hospital Office Manager represents the mission and values of the hospital and Petco to all clients. Our partners are empowered to do what it takes to create an exceptional client and patient experience.   The Hospital Office Manager coordinates the overall operations of the hospital and cultivates a supportive and collaborative team environment by fostering cohesion and motivation within the team.

The essential duties and responsibilities that are required of this position. This section includes the primary accountabilities or duties of the role. The Hospital Office Manager must be able to perform all the following duties and responsibilities with or without reasonable accommodation:

• 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.
• Assume scheduling responsibilities for all 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 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.

Other Duties and Responsibilities:

• Patient care always comes first.
• Any issues with patient clients or hospital partners are dealt with and resolved as they occur, or as soon as is possible.
• Exceptional teamwork and commitment to achieve shared goals to benefit the entire company of Petco.
• Collaborate with the Retail Team to drive a positive cultural and cohesive team environment
• Provide backup front desk support as needed including answering telephones.
• Perform additional duties and special projects as assigned.

Nature of Supervision:

The incumbent reports to the Area Operations Manager.

Planning and Problem Solving:

The Hospital Office 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. The Hospital Office Manager 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.
• 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. 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.

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.

The above description is meant to provide an overview/summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. PETCO reserves the right to modify the content formally or informally, either verbally or in writing, at any time without advance notice and employees are required to follow any other job-related duties/functions requested by their supervisor.  Further, all employment at PETCO is of an at-will nature and, as such, the company reserves its right to terminate any position or employee (with or without notice and with or without cause) within its discretion.

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