Overview
Sign on and Retention Bonus for experienced Practice Managers!
Position Purpose:
The purpose of the Hospital Operations Manager is to provide daily leadership to our hospital and partner with Hospital Veterinarian(s). The Hospital Operations 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 Operations 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 Operations Manager coordinates the overall operations of the hospital and cultivates a supportive and collaborative team environment by fostering cohesion and motivation within the team. If you have a passion for pet health and wellbeing, we’d love to have you on our team!
Essential Job Functions
The essential duties and responsibilities that are required of this position. This section includes the primary accountabilities or duties of the role. The Hospital Operations 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.
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.
