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Operations Manager

3 months ago

Pikesville, United States Veterinary Emergency Group (VEG) Full time
Job DescriptionJob Description

About the Role:

The Operations Manager handles day-to-day hospital operations under the supervision and mentorship of a Hospital Manager. They also work to further the VEG way, actively advancing culture, engagement, efficiency, and growth. They lead the charge in the following operational areas: Customer Experience, Inventory Management, Facilities and Maintenance, Reception, Scribe Program, and Marketing. They are constantly looking for new ways to take the customer experience to the next level and improve operational excellence within their hospital.

Essential Functions & Responsibilities:

People:

  • Recruit, hire and train Customer Experience Coordinators (CEC), Inventory Coordinators and Scribes
  • Oversee training of new VEG hires and ensuring they understand hospital procedures and guidelines.
  • Responsible for developing your team into future VEG leaders by providing coaching and development plans
  • Train, mentor and develop teams on how to best perform their job duties
  • Monitor team performance and provide feedback and areas of opportunity
  • Build and collaborate on ways to create a stronger team alignment between the clinical and non-clinical teams to create a seamless experience for our customers
  • Manage HR-related issues in conjunction with the Hospital Manager and Medical Director, including disciplinary action when needed
  • Organize monthly team meetings for direct reports (CECs, Inventory Coordinators, Scribes)

Process:

  • Create and manage the schedule for your team and find coverage when needed
  • Reconcile end of day reports, manage open invoices, apply VEG Cares grants, etc.
  • Manage accounts receivable, banking, and payment plans
  • Ensure CEC's are providing the best customer experience and upholding VEG Spikes.
  • Create a system of feedback and follow up such as calling/texting customers 24 hours after their visit to follow up on their pet's care
  • Oversee completion of routine inventory duties (cycle counts, restocking, setting par levels, reconciliations, handling shortages and backstock).
  • Oversee management of inventory stock room, on the floor inventory and supplies, controlled substances (when appropriate), and any supply management systems (Cubex).
  • Develop proper inventory process including assessing stock levels, ordering and receiving process

Product:

  • Hold daily Manifesto huddles
  • Train the teams to give our customers a mind blowing experience
  • Observe the teams to ensure we are hitting the spikes
  • Celebrate and capture special moments with the team & the customer
  • Create a personalized experience for the customer and their pet
  • Take pride in your VEG hospital. Take pride in the building. Take pride in the equipment. Take pride in the supplies. Take pride in the team that works there with you. Keep it clean. Keep it beautiful. Keep it functioning well.

Performance:

  • Collect various metrics, analyze data, and make recommendations for stronger customer experiences based on the findings. This may include:
    • Phone conversions
    • Managing our online reputation via Google/Yelp reviews
    • Qualtrics reviews
    • Cost of goods
  • Optimize customer satisfaction, wait time, and emergency room utilization by circulating the hospital and checking in with customers and the emergency care team
  • Create and manage inventory budgets in conjunction with Inventory Coordinator
  • Ensure budgeted inventory targets are achieved and troubleshoot when budget misses occur.

PR:

  • Assist the hospital manager in planning and coordinating several community marketing events throughout the year
  • Support the hospital manager and medical director in their rDVM marketing efforts through hospital visits and analyzing data to support rDVM case referrals
  • Assist with responding to customer reviews

Required Skills & Experience:

  • High School diploma required
  • Associates or Bachelors in Business Management or related fields preferred
  • 2 years of leadership experience
  • 5+ years of experience in a hospital environment preferred
  • Must have competency with scheduling staff, recruiting, training, facilitating developmental meetings, performance management and building high-performing teams. Knowledge of how to build and maintain a budget is preferred
  • Advanced proficiency in computer programs and practice management software
  • Properly communicates information to all personnel including management, medical staff & customers
  • High emotional intelligence
  • Must present yourself with a professional and approachable demeanor
  • Must be willing to work in a noisy environment with strong or unpleasant odors
  • Availability to work nights, weekends and holidays on a rotating or as needed basis based on hospital demands
  • Ability to work well in a fast-paced environment with people from all backgrounds and different personality types

Other Duties:

Responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of VEG, with or without notice.


A Safe Place for All:
At VEG, our mission is "Helping people and their pets when they need it most". Customers from all walks of life and backgrounds come through our doors and trust that they are in a safe environment. While at VEG, they are able to be themselves and only worry about the care of their pets. This doesn't just go for our customers but our VEGgies (employees) too. We are committed to fostering an inclusive environment that embraces and celebrates the uniqueness of every individual, regardless of their race, ethnicity, gender, sexual orientation, religion, age, ability, or socioeconomic background. We're looking for people who don't just believe in diversity, equity, and inclusion but are committed to demonstrating DEI through promoting a culture of inclusivity.