Clinic Manager

Veterinary Clinic Office Manager

• Full time employee, salary
• Pay range $40- 50,000, depending on experience
• Health, Vision, and Dental benefits after 2 full months of probationary period.
• 10 days PTO, accrued starting after probationary period of 120 days.
• In-person office hours 8am-5pm M-F with flexibility for some remote work after probationary period.
• On occasion, emergency calls and texts outside of normal office hours
• Sporadic weekend workdays for deep clean/organize project management, trainings, or surgery days as needed.

Three Little Pitties Rescue, an all-breed dog and cat rescue, is looking for an experienced full time Office Manager to oversee operations in our busy medical clinic. The Clinic manager plays a vital role managing day to day operations alongside our medical team to deliver the highest quality of care, growth and guidance.

Medical practice management skills will be put to use to drive client care results and leadership skills will come into play when developing and fostering an engaging team environment. Along with a knowledge of pet health, this position must ensure that both clients and patients have a positive experience.

We require:

• experience leading a team
• excellent communication, customer service, and interpersonal skills
• ability to work quickly and efficiently
• strong initiative and a high attention to detail
• ability to effectively multitask and prioritize in a busy environment
• a positive, professional, resourceful approach and 'can do' attitude
• professional appearance (scrubs are acceptable)
• Ability to use computer systems and learn new software Specific duties include
• Direct supervisor of clinic kennel care team, veterinary technicians and administrative teams
• Troubleshoot in the moment issues that may arise for boarding placements
• Quality control for sick and boarding pets in our care to ensure treatment success saving us time and funds
• Hands on support for appointments, surgery, administrative duties
• Enforce and support medical protocols are being utilized for all pets

• Oversight that medical treatment plans set forth by technicians are medically appropriate, follow protocols, save money and efforts of staff regarding pets in program guaranteeing fast recovery and travel capabilities.

• Entering and securing records - Oversight of heartworm treatment

• Support vet technicians as needed in preparing medications, preparing animals for treatment, administering medications etc.

• If coverage on the admin team needed: Review upcoming weeks heartworm treatments that pets are eligible to be treated. Create notes on extra medical/content, behavior attention may need while on site with us.
• Transport medical overview
• If coverage on admin team needed: Review and approve pets medically to travel.
• Ensure emails, text and phone calls are being answered in a timely and customer care related fashion
• Monitor Medical records email as well as clinic email for communications, records and next actions for pets in program
• Surgical training and oversight
• Support surgeries when applicable for coverage
• Offer ongoing trainings and support to staff to learn surgical practices, recovery etc
• Lead volunteer efforts and growth in this area
• Provide direct support for clinic director as necessary
• Handle adopter/foster/coordinator communication on pets treatment plans, travel eligibility, responsibilities and coverages of the rescue etc.
• Review invoices for discrepancies, errors etc.
• Review daily medical cases or sick pets that need follow up medical care or next steps reviewed.

Relationships:

Ability to handle confidential information

Maintain strong relationships with vet partners

Maintain strong relationships with other program directors within the organization to work towards one common goal.

Represent the department professionally. Employees:

Grow and foster a collaborative team environment by promoting open communication and teamwork among staff members.

Monitor employee morale and lead departmental morale boosting activities

Ensure compliance with company policies and procedures, including health and safety regulations.

Address operational issues as they arise, providing solutions and suggestions for improvement.

New employees: (some duties to be performed in tandem with Clinic Director)

Update job description

Post job, interview, hire

Onboard and train

Employee improvement: (some duties to be performed in tandem with Clinic Director)

Create performance improvement plans (PIP) for employees as needed

Organize/assign continued education as needed

End of year reviews with documentation and bonus considerations based on

short term and long term goals and calculated performance measurable

(management by objectives, MBO's)

Create or improve structure for employee retention and individual development

plans (ie track for employee promotion and movement vertically within the

department)

Employee Issues:

Work to identify the root cause of issues by looking at specific examples as

reported by fosters or other staff members, and then determine what/if changes

need to be made or if additional training is needed or if corrective action needs to

be taken.

If additional training is needed, secure it in a timely manner.

Maintain records of these initiatives to ensure staff is progressing with knowledge

and performance

Document write ups and corrective actions

Performance improvement intervention

Formal notice with documentation

Initiate staff changes as needed for the good of the organization

Hold regular team meetings in tandem with Clinic Director

In the event of vacancies or absences, fulfill the necessary duties to ensure the smooth

operation of the clinic

Approve employee requested sick leave or vacation time (PTO) to protect and maintain

the flow of operations

Facility:

Ensure the clinic remains clean, organized, and well-maintained.

Initiate improvement projects as needed.

Ensure compliance with veterinary regulations, safety protocols, and clinic policies.

Ensure protocols are followed for no cross contamination between patients.

Customer Service:

Provide exceptional customer service by addressing customer inquiries, resolving complaints, and ensuring a positive experience within 24 hours of recorded issue.

Gather and analyze customer feedback to enhance service quality and operational efficiency.

Analyze appointment times to ensure best strategy for types of appointments versus certain staff members to ensure most effective quantity and quality of service.

Spending/Budgeting:

Actively pursue opportunities to cut costs. Always.

Managing inventory of medical supplies, medications, and office materials to ensure no over-ordering or over-spending

Place orders for all medications and clinic supplies

Manage inventory levels, including ordering, stocking, and conducting regular inventory audits.

Most cost effective suppliers

Prevent over-ordering of meds to avoid expiration

Ensure extra meds are always put away in a timely manner

Oversee order for surgery equipment as needed

Coordinating with vendors for repairs, equipment maintenance, and supply orders.

Evaluate costs of supplies and medication for comparative pricing and facilitate negotiations where possible

Specifically compare costs of services at different vet partners, consider pushing for lowered fees if proximity to Friendswood creates desire for certain location

Monitor clinic budget and prepare reports explaining discrepancies.

Quality of Service:

Track missed medical for animals already traveled to evaluate any necessary action

Look into animals that cannot travel because of missed medical, to evaluate opportunities for improvement.

Ensure high quality of service to protect both our presiding Veterinarian and his license, and the animals we serve

Implementing technology solutions for appointment scheduling and record-keeping to explore most efficiency practices

Ensure veterinary care of rescued animals and boarded animals is properly allocated for in the schedule by ensuring plenty of appointments available in the schedule.

Leadership:

Monthly reports to direct supervisor to consider success of employees, costs, customer service, quality of service, opportunities, and threats.

Voice of authority on property to lead other employees, stop and intervene on issues, and be an in-person voice of authority for staff and customers

Accountability for the success of the department.

Requirements:

• experience leading a team
• excellent communication, customer service, and interpersonal skills
• ability to work quickly and efficiently
• strong initiative and a high attention to detail
• ability to effectively multitask and prioritize in a busy environment
• a positive, professional, resourceful approach and 'can do' attitude
• professional appearance (scrubs are acceptable)
• Ability to use computer systems and learn new software