Hospital Manager, ARISE

Ethos Veterinary Health•Queen Creek, AZ

9d•$70,000 - $85,000•Onsite

About The Position

The Hospital Manager is a leader and an integral member of the hospital management team. Reporting to the Hospital Director, the Hospital Manager partners with the Managing Veterinarian and the Hospital Director to provide a smooth and profitable operation by driving revenue and managing costs while creating a hospital culture based on high quality patient care and exceptional customer service. At ARISE, part of Ethos Veterinary Health, you'll join a 24-hour veterinary emergency and critical care and specialty hospital providing complex treatments in the western US. Teams work closely with surgeons, oncologists, internists, radiologists, and a critical care team to provide the highest quality care to patients, with access to state-of-the-art technology including CT, MRI, and ultrasound. ARISE prides itself on its core values to drive a dynamic culture and offers a unique training program with many opportunities to learn and grow, from Technician Assistant to Senior Veterinary Technicians, shift leads, supervisors, and managers. ARISE has a commitment to health and wellness, not only for patients, but also for staff.

Requirements

Supervisory and leadership experience
Multi-functional operations including budget and labor management
Customer service and marketing techniques
HR policies including state and federal regulations
Standard operating procedures and protocol development
Staff management including coaching, development, performance appraisals, and resolution management
Customer service best practices
Interpersonal skills
General management skills including reporting and data analysis
Problem solving and conflict management skills
Excellent oral and written communication skills
Organizational skills
Basic computer skills (Microsoft Office, Email, and practice management software knowledge preferred)
The ability to delegate responsibility and achieve results with hospital team members
Able to handle multiple tasks and remain flexible with assigned duties
Capable of championing change and driving innovative programs in the hospital
Able to work well in a team environment
Capable of quality decision making
Ability to coach, correct, develop, and motivate employees
Excellent time and task management
Professional and courteous presentation with staff and clients
Participates in a positive manner in all group sizes
Refrains from participating in gossip
Supports team members by assisting other areas and is receptive to feedback and suggestions
Engages in active problem-solving vs. problem-identifying
Makes suggestions related to client/patient service improvements and hospital efficiency
Able to perform many aspects of companion animal medicine, surgery, and diagnostics
Able to sit, stand, and walk for extended periods of time
Able to lift, reach, and bend as needed
Able to perform all duties and responsibilities as described
Able to function as a team member within a veterinary hospital setting
Able to be positive, supportive, and encouraging as needed
A collaborative mindset and commitment to exceptional patient care

Responsibilities

Collaborate in a leadership role with the Managing Veterinarian and Hospital Director as the "owners" of the hospital's success
Oversee the hospital schedule and manage labor costs to budget
Participate in weekly leadership meetings with a solution-oriented and collaborative mindset
Establish goals for the practice and staff
Act as a champion for change and identify, document, share, and promote best practices
Consciously shape a positive hospital culture based on trust and teamwork that caters to the needs of clients and referring veterinarians
Exhibit a calming, humble, and teachable attitude while having the ability to address decisive change throughout the hospital
Plan and lead a cadence of employee and department meetings
Educate employees on hospital policies and procedures, medical protocols, and client interactions
Develop and implement hospital policy, including DEA/Controlled Substances and OSHA compliance
Perform quality checks and reviews of client files
Monitor computer systems and work with HelpDesk to resolve technical systems/equipment issues
Work with the Charge Nurses of both Specialty and ER departments to develop and maintain systems for communication and handling of patients between departments, including transfers, after hour exams/procedures, and transport between sister hospitals
Develop an in-depth understanding of the local market and relationships with referring general practice veterinarians to understand their needs
Identify and execute short- and long-term plans for growth, including the addition of new services, recruitment of doctors and other key team members, pricing strategies, space optimization, and acquisitions of new equipment
Participate in the oversight of the employee benefits program and hospital insurance plans
Work with the Managing Veterinarian, Human Resources, and Hospital Director to oversee staffing needs including hiring, training, disciplining, and terminating as required
Recruit new employees and participate in the selection process
Oversee the completion of employee orientation, training, and performance appraisals
Coach and mentor employees and identify continuous learning and skill building needs
Implement performance-based incentive and rewards and recognition programs
Mediate conflict and maintain employee morale
Manage staff
Reinforce hospital team agreements, modeling that each team member is responsible for the hospital culture
Drive client visits through strategic client communication and local marketing efforts (i.e. Community)
Train staff on client service initiatives and use client visit growth best practices
Demonstrate and reinforce the highest level of client service
Manage client relationships and effectively resolve client issues and escalations
Oversee client follow-up procedures
Utilize client service initiative measurements to evaluate hospital and staff performance
Ensure payroll is accurately completed and submitted for all hospital staff
Oversee accounts receivable and weekly revenue
Continually drive revenue and manage costs to budget
Perform invoice audit reviews
Manage employee balances
Manage inventory and oversee the semi-annual inventory process
Approve any promissory notes or payment plans outside of regular options
Work with senior leaders to control all facility and administrative costs
Ensure the calculation and processing of DVM production payments occurs
Work closely with veterinarians, technicians, and support teams
Contribute to a positive, team-focused hospital culture