Veterinary Practice Manager

Petco•Green Bay, WI

12d

About The Position

The Veterinary Practice Manager, referred to in the description as the Hospital Operations Manager, provides daily leadership for a veterinary hospital and partners with hospital veterinarians and retail store teams. The role coordinates hospital operations and cultivates a supportive, collaborative team environment while driving high-quality patient care, excellent client service, revenue growth, and cost management. The manager represents the mission and values of the hospital and Petco to clients and helps create an exceptional experience for clients and patients. The position oversees paraprofessional team operations, including scheduling, hiring, training, performance reviews, coaching, and separation in partnership with operations and Human Resources leaders. It also manages day-to-day practice functions such as equipment, inventory, invoicing, appointments, records, accounts receivable, client concerns, and radiological safety. The manager reviews monthly P&L reporting and works with the Area Operations Manager to meet financial targets. The role reports to the Area Operations Manager and has one or more direct reports. Most duties take place in a veterinary hospital and involve regular direct contact with clients and pets. The position requires bending, kneeling, lifting up to 30 pounds as necessary, and standing for long periods. The manager regularly communicates with clients, veterinary specialists, store partners, and suppliers or service providers.

Requirements

2–3 years of previous experience working in a veterinary practice; alternatively, 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 demeanor, with the ability to remain professional during emotional and stressful situations.
Telephone etiquette and basic computer skills, including Microsoft Office.
Team-player mindset, willingness to continue learning, offer creative ideas, and accept continual change.
Ability to plan schedules that ensure adequate coverage while keeping payroll within forecast, and to support efficient daily hospital operations.
Ability to bend, kneel, lift up to 30 pounds as necessary, and stand 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 credentials; these are not required.
Change agility: ability to work productively and navigate ambiguity or uncertainty in a fast-paced, evolving environment.
Desire to learn, flexibility and resilience in response to obstacles and changing needs, and willingness to seek learning opportunities and give and receive constructive feedback.
Drive for results, including ownership, timely decision-making, clear goals, and personal responsibility for execution.

Responsibilities

Lead hospital paraprofessionals to promote operational excellence, efficiency, high standards of patient care, and excellent client experiences.
Build productive, collaborative relationships with hospital veterinarians to support a positive culture and cohesive team.
Coordinate day-to-day practice operations, including partner scheduling, equipment function and maintenance, inventory control and ordering, invoicing, patient scheduling, training, radiological safety, and escalated client concerns.
Oversee hiring, training, 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 attendance points in accordance with Petco policy.
Create and maintain the doctors’ schedule, with support from the Area or Regional Medical Director as needed.
Review monthly P&L reports 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 HR Business Partner as appropriate.
Collaborate with the Petco retail 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 inventory and patient/client records in the practice management system, and manage accounts receivable.
Keep the hospital neat and clean, maintain OSHA standards, and complete cleaning according to need and established maintenance schedules.
Uphold and enforce Petco and Vetco Total Care policies.
Resolve patient, client, and hospital partner issues as they occur or as soon as possible, prioritizing patient care.
Provide backup front-desk support, including answering telephones, and 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.