Hospital Practice Manager

Petco•Brooklyn Sunset Park, NY

15d

About The Position

The Hospital Operations Manager provides daily leadership to the hospital and partners with Hospital Veterinarian(s). The role works with retail store partners to support a smooth and profitable operation, build a culture of high-quality patient care and exceptional customer service, drive revenue, and manage costs. The manager represents the mission and values of the hospital and Petco to clients and coordinates hospital operations while fostering a supportive, collaborative, cohesive, and motivated team environment. The position leads hospital paraprofessionals and works closely with veterinarians, the Area Operations Manager, medical leadership, Human Resources, and retail partners. It oversees staffing and scheduling, daily practice functions, financial performance, client concerns, and the hospital environment. The role also supports front-desk operations and contributes to patient well-being, partner retention, and customer satisfaction.

Requirements

2–3 years of previous experience working in a veterinary practice, or, in lieu of veterinary experience, 2 or more years of strong leadership experience.
Excellent written and verbal communication skills.
Ability to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
Compassionate and sympathetic manner, with the ability to maintain a professional attitude and demeanor during emotional and stressful situations.
Telephone etiquette and basic computer skills, including Microsoft Office.
Willingness to work as a team player, continue learning, offer creative ideas, and accept continual change.
Ability to meet the role’s physical demands, including bending, kneeling, lifting up to 30 pounds as necessary, and standing for long periods.

Nice To Haves

3–5 years of previous experience working in a veterinary practice.
Previous P&L management experience.
Bachelor’s degree or equivalent experience.
3 or more years in a management role, including customer service.
Reporting and data analysis experience.
Veterinary Assistant or Technician experience in positions of increased responsibility.
Licensed Veterinary Technician or Certified Veterinary Assistant credential (not required).
Change agility: productive navigation of ambiguity and uncertainty, with a positive-intent approach in a fast-paced, evolving environment.
Desire to learn: flexibility and resilience in response to obstacles, constraints, adversity, and mistakes; adapting constructively to changing needs and seeking learning opportunities; and giving and receiving productive feedback.
Drive for results: taking timely action and ownership, setting clear and challenging goals, and executing initiatives and decisions to achieve business results.

Responsibilities

Lead hospital paraprofessionals to drive operational excellence, efficiency, high standards of patient care, and an excellent client experience.
Build productive, collaborative relationships with veterinarians to promote a positive culture and cohesive team.
Coordinate day-to-day practice functions, including partner and veterinarian scheduling, equipment maintenance, inventory control and ordering, invoicing, patient scheduling, team training, radiological safety, and escalated client concerns.
Oversee hiring, training, performance reviews, counseling, and separation of paraprofessional partners in partnership with the Area Operations Manager and Human Resources Business Partner.
Schedule paraprofessional partners at least two weeks in advance and maintain partner points in accordance with Petco’s punctuality and attendance policy.
Create and maintain the doctors’ schedule with support from the Area or Regional Medical Director as needed.
Review monthly P&L reporting and partner with the Area Operations Manager to grow revenue and exceed financial targets.
Escalate partner or client issues to the Area Operations Manager, Area Medical Director, and/or Human Resources Business Partner as required.
Collaborate with the Petco store team to provide a seamless complete-care customer experience and a positive, cohesive team environment.
Schedule appointments, educate clients, relay test results to doctors and clients, maintain hospital inventory and client/patient records in the practice management system, and manage accounts receivable.
Keep the hospital neat and clean, maintain OSHA standards, and perform regular cleaning according to need and a predetermined maintenance schedule.
Uphold and enforce Petco and Vetco Total Care policies.
Resolve patient, client, or hospital partner issues as they arise or as soon as possible, prioritizing patient care.
Provide backup front-desk support as needed, including answering telephones.
Perform additional duties and special projects as assigned.
Recruit, interview, hire, train, mentor and coach direct reports; delegate assignments and partner with Human Resources on discipline up to and including termination.
Plan staffing coverage while ensuring the hospital does not exceed forecasted payroll costs and support efficient daily operations.