Veterinary Hospital Office Manager

Overview

Position Purpose:

The purpose of the Hospital Operations Manager is to provide daily leadership to our hospital and partner with the 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

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 under 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 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 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 achieving 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 Operations Manager must possess excellent planning skills while scheduling the hospital paraprofessional partners to ensure adequate coverage while making sure the hospital does not exceed forecasted payroll costs. The Hospital Operations Manager will also play a crucial role in ensuring that the 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.

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.

Required Knowledge, Skills and Abilities:

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.