Veterinary Practice Manager
Description
Midtown Vets, our primary care hospital in Oklahoma City, OK is looking for an energetic, caring, and dedicated Veterinary Practice Manager to join their team. We provide high quality care and exceptional customer service. If you are looking to join a team of enthusiastic individuals with a desire to learn and grow, this is a great opportunity for you.
This is a full time, salaried position with incredible benefits including health, vision, dental insurance, 401k, PTO, paid parental leave, paid purr-ental leave, pet care discounts, career development, referral program, and more!
Job Summary:
The Practice Manager (PM) is critical to the success of the hospital, ensuring a positive culture built on shared values and direct communication, creating operational efficiencies, and problem solving to improve client service and team member engagement. This position provides strategic and tactical leadership, counsel, and direction to the team at the clinic to ensure safe, efficient, and ethical patient care. Additionally, this position identifies and helps to develop growth opportunities, monitors performance, and implements strategies that align with Thrive Mission and Values. The Practice Manager is the ambassador of Thrive culture and leads their teams by embracing our Core Values of being Trustworthy, Supportive, Empathetic and Collaborative.
The PM will report to the Regional Director (RDO)
Responsibilities:
Leading with Your Head
Understanding business, solving problems, and making decisions through inclusive contributions of others
- Work collaboratively with the greater leadership team in steering and predicting the hospital’s future via planning and problem solving resulting in maximizing financial targets and profitability
- Plan for optimal staffing levels to meet maximum productivity and service level expectations, including utilizing tools, programs and processes
- In partnership with the Director of Ecosystem, manage fiscal operations, including accounting, planning budgets, authorizing expenditures, and coordinating financial reporting to ensure hospital meets annual revenue and EBITDA targets
- Oversee locations inventory control system to ensure adequate stocks of supplies are available, conducts inventory audits and manages inventory to target budget and P&L.
- Maintain a facility that is visually appealing to clients and team members by organizing and/or contracting maintenance, ordering supplies, and ensuring the hospital meets Thrive and OSHA safety standards and safety metrics
- In coordination with the Medical Director, audit usage of practice management software to ensure that client records meet the standards of care and service established by the practice management team
- Engage in active learning by completing all required training courses and becoming Thrive Leader
- Certified as well as ensuring the team is 100% compliant on all assigned learning courses.
Leading with Your Heart
Interpersonal aspect of leading with Emotional Intelligence (EQ), effective use of influence, working together constructively and creatively
- Create and foster a respectful and inclusive team environment and culture by welcoming and celebrating differences to ensure a supportive, productive and engaging experience for team members resulting in positive engagement scores and low turnover rates
- Establish and sustain an environment that supports team members in doing their jobs well, ensuring each team member receives the prescribed training and feedback, and meets the required qualifications for their position through coaching peak levels of productivity, efficiency, and teamwork.
- Engage in the team's wellbeing, focus on personal connections and check-ins to best understand and implement the appropriate level of support resulting in positive job satisfaction scores
- Address all team member concerns and issues, including knowing when to partner with internal support to take appropriate action
- Address emergent issues, including client escalations and urgent requests to ensure positive client satisfaction scores
- Act as the Thrive Ambassador to the clinic teams by educating, modeling, and supporting company initiatives to ensure engagement and compliance with all programs
Leading With Your Hands
The art of bringing people together to leverage their skills, talents, and knowledge to achieve a common purpose with greater results
- In partnership with the recruiting team, manage the hospital's hiring strategy to build a strong and diverse team that includes team members with various experiences, backgrounds, and skillsets to drive optimal pet care and meet staffing goals
- Support ongoing learning and development for all team members by providing consistent direct feedback, coaching, mentoring, continuous development check-ins and leading talent planning activities, and education on Thrive’s guidelines and practices.
- Move dynamically and lead from the floor to assess and ensure an optimal daily operational cadence while creating an exceptional team member experience and guest satisfaction through on the spot coaching and mentoring.
- Establish, model, train and sustain an environment of proactive customer engagement, seeking to understand customer needs and educate them on the best choice for their pets so they leave confident, satisfied and wanting to return as demonstrated by positive consumer metrics
- In coordination with Medical Director and/or Hospital Admin, ensure hospital workflow is productive and efficient to meet the needs of patients and pet parents demonstrated by meeting productivity metrics and ACT.
- Collaborate with Thrive Marketing to create, maintain and track campaigns
Key Qualifications:
• Bachelor’s degree in business or related field, or equivalent work experience
• Minimum of (3) years direct supervisory experience managing a veterinary hospital or clinic setting required
• Certified Veterinary Practice Manager (CVPM) preferred
• Ability to lead and inspire others by motivating, coaching and developing team members on the job
• Communicate effectively, convey information effectively, and listen to the needs of team members and clients
• Conflict management experience and a knack for problem solving
• Behaves in an honest, fair, and ethical manner
• Proficient in Microsoft Office applications, including Word and Excel
• Strong interpersonal and communication skills to effectively communicate with doctors, team members and pet owners
• Highly organized, team player, with ability to manage conflicting priorities in a fast-paced changing work environment
• Demonstrated competence in financial reporting, including reading and analyzing financial P&L statements
• Ability to coach, lead and manage staff at various levels of the organization.
• Depending on the location there may be a need to work early mornings, mornings, afternoons, evenings, late nights or overnights as well as the potential for weekends and holidays
Work Environment:
The work environment described below is representative of those an employee encounters while performing the essential functions of the job.
• Work environment includes environmentally controlled office and hospital/clinic treatment environment; rarely requires working outdoors or indoors in non-controlled conditions.
• Exposure to moderate noise level; occasional exposure to sounds and loud noises that may be distracting or uncomfortable.
• Exposure to contaminants such as dust, odors and animal waste.
• Exposure to animal encounters, including the potential for bites, cuts, scratches, and possible exposure to contagious disease or infections.
• Work environment follows Federal and State animal health laws and regulations including OSHA and DEA.