Animal Hospital Operations Manager
4 weeks ago
The Practice Manager is a key member of the St. Francis Animal Hospital management team, responsible for the general management and oversight of operations at the clinic. This position provides strategic and tactical leadership, counsel, and direction to the team at the clinic to ensure safe, efficient, therapeutic, and ethical patient care.
Responsibilities- Maintain and uphold the Core Values and Mission Statement of St. Francis Animal Hospital.
- Full supervisory responsibility for recruitment, hiring, promoting, retention, staff training and continuing education, performance development, performance management, salary adjustments, teammate relations, disciplinary actions, and termination of direct reports.
- Responsible for improving employee satisfaction 10%+ per year.
- Provide leadership to direct reports and strategic leadership to the company; develop and foster a positive, fulfilling work environment within the division.
- Position has responsibility for hospital level trends impacting net promoter score.
- Responsible for delivering 5%+ organic revenue growth and clinic level Net Income of 20%+.
- Track metrics and success criteria including ROI for all activities and be able to identify areas of opportunity to grow the revenues and profitability of the clinic.
- Responsible for improving customer satisfaction and patient retention 10%+ per year.
- Responsible for the appearance of the clinic (exterior and interior) given the importance that perception has on the patient.
- Review, analyze, and address gaps in service excellence, policies, and/or procedures proactively; identify issues and implement solutions.
- Develop clientele management strategies including retention, ACT maximization, reminder system management and client care improvements.
- Develop positive work relationships with all levels of management and other departments; work collaboratively with field management, veterinarians and non DVM staff.
- Know, understand, implement, follow, and communicate to teammates all St. Francis Animal Hospital employment policies and procedures, awards, and other opportunities within the company.
- Identify and implement methods that enable all division teammates to excel in their assigned roles in a team environment; develop and foster a positive work environment.
- Review, analyze, and implement staffing plans that promote the most effective use of teammates.
- Follow and implement wage and hour laws, federal, state and local laws and regulations, Medicare, and legislation affecting employment; ensure compliance with all laws and regulations including Teammate Health and Safety Training Program and St. Francis Animal Hospital healthcare clinical and safety standards.
A minimum of three years management experience, required.
Preference will be given to B.A. Management or Leadership, M.B.A., CVPM and CVT/LVT candidates.
Former veterinary experience is preferred.
Must be confident around pets. Demonstrated commitment to St. Francis Animal Hospital core values.
Advanced computer skills and proficiency in MS Excel required; intermediate skills and proficiency in MS Word, Outlook, and PowerPoint required.
Demonstrated empathy and respect for teammates and patients.
Ability to handle varied and sometimes difficult conditions: will be exposed to highly emotional situations, unpleasant odors, noises, and animal excrement.
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