Practice Manager - DC Area

Small Door Veterinary

23h•Onsite

About The Position

Small Door is a membership-based veterinary care provider focused on delivering exceptional care with human standards. Following a merger with Bond Vet, the combined organization operates over 55 clinics and serves over half a million pets. This role is crucial in shaping the future of the combined entity and advancing its mission to transform veterinary care. The Member Experience team works closely with the medical team and members, and Practice Managers are key business stakeholders reporting to the Regional Manager of Practice Operations. The company emphasizes a healthy work/life balance through technology and a positive work culture, and holds Certified B-Corp status.

Requirements

4+ years working in a veterinary or human healthcare practice.
At least 2 years of experience directly managing a team, coaching performance, and leading through change.
Strong business acumen and ability to use data for insights.
Experience reading, understanding, and managing P&Ls is a plus.
Comfortable with navigating technology platforms, including Excel and Google Suite.
Ability to pick up new software and tech quickly.
Self-starter and comfortable with being autonomous.
Highly organized with the ability to prioritize multiple tasks with tight deadlines.
Customer service-oriented and focused on the details.
Ability to lift at least 25 lbs on occasion.
Ability to work on feet for extended periods as necessary.
Flexibility to work occasional weekend or evening duties.

Nice To Haves

Experience in a hospitality role and/or fast-paced startup is a plus but not required.

Responsibilities

Manage, develop, and lead a high-performing team in providing exceptional hospitality and care.
Lead Practice Team meetings to cascade operational updates and drive change.
Uphold a culture of safety, compliance, collaboration, and inclusivity.
Manage bi-weekly payroll, and time and attendance for practice employees.
Take ownership of and handle escalated situations with members to ensure resolution.
Maintain a 360° view of the practice and lead the team in ensuring all facilities and brand standards are met.
Manage, grow, and develop the current team, while fostering an inclusive environment.
Own the engagement of all staff within the practice, and plan/execute quarterly outings or events.
Act as a Hiring Manager and partner to the recruiting team to grow the practice and manage backfills.
Oversee the onboarding of new employees into the practice.
Oversee and analyze the practice’s P&L and revenue, identifying trends and growing top line revenue.
Manage the practice’s budget with a focus on profitability (COGs, labor, inventory).
Review KPI dashboards and craft business plans for the practice.
Collaborate with Managing Veterinarian and regional leadership to meet revenue targets.
Manage and optimize the appointment schedule, including surgery and specialist bookings.
Create, update, and maintain quarterly nursing and member experience schedules.
Partner with HQ and regional leadership to create, review, improve, and implement new initiatives and processes.
Oversee practice ordering and manage inventory (office, medical, retail supplies).
Drive strong practices around deescalation techniques and handling difficult situations.
Ensure a consistent, high-quality experience for all clients by maintaining smooth practice operations and addressing issues promptly.
Monitor and respond to client feedback from NPS, online reviews, and in-person interactions.
Escalate trends or concerns to leadership and support the implementation of improvements.
Work one weekend day a quarter and be on call one weekend a month for emergency situations requiring managerial intervention outside of regular business hours.
Be reachable and responsive during on-call duties.