Manager of Clinical Services - Veterinary Hospital

MSPCA-Angell Careers•Boston, MA

11d•$80 - $90•Onsite

About The Position

Angell Animal Medical Center is looking for a Certified Veterinary Technician or Highly Skilled Clinical Leader with proven track record of both clinical and leadership skills to engage our multifaceted Angell Clinical Service team. Certified Veterinary Technician license is preferred for this role. Angell serves the greater Boston and scenic New England area as a primary care facility, a 24-hour emergency hospital, and as a tertiary referral center. Our Clinic Services Department, team of approximately 20 members, is the hub of this busy hospital where, we will see approximately 90,000 animals this year. THE POSITION: The Manager of Clinical Services (MCS) is responsible for the leadership and direct management of the Veterinary Clinical Team (which consists of Veterinary Clinical Assistants, Veterinary Clinical Technicians, Lead Veterinary Clinical Technicians, and Clinic Supervisors). The Clinical Services Manager works in collaboration with the Veterinary staff, the hospital managerial team, the Clinical Team, Veterinary Service Technicians, Emergency/Critical Care Service and the Inpatient Nursing Services team to provide Angell clientele with excellent clinical and customer services. This person works closely with the Outpatient Service Director for all operations and long-term planning and goals for our Clinic. As the head of this vital department, the MCS provides strategic oversight and ensures the department operates efficiently, compassionately, and collaboratively in support of the hospital’s mission and goals. The successful candidate will be a people-centered leader who knows how to motivate, empower, and elevate teams while cultivating a positive, inclusive, and high-performing workplace culture. The Manager of Clinical Services directly oversees our Veterinary Clinic staff. Considering the fact that the Clinic staff are positioned as one of the faces of our organization, the person in the MCS position has the potential to have a profound impact on both client and patient care. The role includes coaching and developing the department’s leadership team of Supervisors and Leads; creating meaningful ways to recognize and elevate team members; regularly reviewing and refining the training program for new and existing staff; and identifying opportunities for problem solving and strengthening systems and processes to improve efficiency and service delivery. The Manager should be adept at leading a large, diverse team, managing day-to-day operations, and building trust and engagement across departments. This individual must be both a strategic thinker and a hands-on problem solver, ensuring consistency and quality in every client interaction. By living our organizational values and modeling them for the team, the MCS is an essential component of our long-term organizational goals. Excellence: Motivates staff by modeling the delivery of excellent client service. Service: Eagerly approaches each interaction with a client or colleague with an active desire to exceed their expectations. Integrity: Makes decisions based on a desire to achieve what is best for our clients, their pets and this organization. Collaboration: Partners with other areas of the hospital and the MSPCA to ensure everyone’s success. Compassion: Enjoys working in a fast-paced environment and making quick decisions that support the best interests of our clients and patients. Positivity: Maintains an optimistic outlook while navigating staff through positive change. Approaches each challenge with a sense that the end goal is attainable.

Requirements

We are looking for applicants with at least five years of experience working as a Certified Veterinary Technician or Highly Skilled Clinical Leader and at least five years of hospital management experience or experience in a clinical setting with multiple disciplines.
Qualified applicants should be an expert with written and verbal communication skills, have a love of animals excellent organizational skills and technical and theoretical knowledge of veterinary medicine.
Applicants should have the proven ability of problem solving skills and ability to work collaboratively toward solutions with clinical and non-clinical colleagues.
Ability to stand and walk for prolonged periods.
Ability to bend, lift, carry, stoop when assisting to move or position animals
Ability to lift 25 pounds or more with assistance and up to 25 pounds independently.

Nice To Haves

Certified Veterinary Technician license is preferred for this role.

Responsibilities

Works closely with the Veterinary Staff and Client Services Teams to ensure that the department is evolving with the changing needs of our clients (both internal and external) while still meeting present goals of clinical service and excellence.
Works closely with Outpatient Service Director in building and executing a long term vision and plan for the department, its growth and success within the hospital at large; a forward looking planner who can look to elevate the department and team is an essential skill of the role.
Ensures that the department is staffed appropriately and that resources/equipment needed to execute their roles in the hospital are readily available. This includes, recruiting, interviewing, hiring and onboarding of staff to the department.
Manages and oversees the employee relations and disciplinary processes for the department. Trains the supervisory staff so that they may assist in implementing Angell polices and participate disciplinary meetings. Consult with Outpatient Service Director and HR when appropriate for employee relations issues.
Demonstrates confidence, flexibility and respect when communicating and implementing changes in resource utilization, e.g., exam room assignment, staff coverage, and patient assignment, decisions.
Develops and updates training checklists and guidelines for all clinic staff.
Assists the Outpatient Service Director in budget preparations for Client Services.
Fosters and nurtures a positive, respectful, and professional relationship among all staff members and clients.