Veterinary Practice Manager

Petco•Elmhurst, IL

About The Position

The Hospital Operations Manager provides daily leadership to a veterinary hospital and partners with hospital veterinarians to coordinate operations. The role works with retail store partners to support a smooth and profitable operation, promote 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 helps create an exceptional client and patient experience. The position cultivates a supportive, collaborative, cohesive, and motivated team environment. It oversees hospital paraprofessionals and day-to-day practice functions, including staffing and scheduling, equipment, inventory, invoicing, patient appointments, training, radiological safety, client concerns, and patient and client records. The manager also reviews monthly financial reporting and works with operations leadership to support revenue growth and meet financial targets. The role reports to the Area Operations Manager and supervises one or more Veterinary Technicians, Veterinary Assistants, and Concierge partners. Most duties take place in a veterinary hospital and involve direct contact with clients and their pets. The position requires bending, kneeling, lifting up to 30 pounds as necessary, and standing for long periods.

Requirements

2–3 years of experience working in a veterinary practice, or 2 or more years of strong leadership experience in lieu of veterinary 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.
Ability to work as a team member, continue learning, offer creative ideas, and accept ongoing change.
Ability to bend, kneel, lift up to 30 pounds as necessary, and stand for long periods.

Nice To Haves

3–5 years of 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: ability to work productively and navigate ambiguity or uncertainty in a fast-paced, evolving environment.
Desire to learn, flexibility, resilience, adaptability, and willingness to seek and incorporate constructive feedback.
Drive for results, including ownership, timely decision-making, goal-setting, and personal responsibility for executing actions.

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 and foster a positive, cohesive team culture.
Coordinate day-to-day practice functions, including veterinarian and support-partner schedules, equipment maintenance, inventory, ordering, invoicing, patient scheduling, team training, radiological safety, and elevated 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 attendance points in accordance with Petco policy.
Create and maintain doctors’ schedules, 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 meet financial targets.
Escalate partner or client issues to the Area Operations Manager, Area Medical Director, and/or Human Resources Business Partner as appropriate.
Collaborate with Petco store teams to provide a seamless, complete-care customer experience and a positive team culture.
Schedule appointments, educate clients, relay test results to doctors and clients, maintain hospital inventory and practice-management records, and manage accounts receivable.
Maintain a neat and clean hospital environment, comply with OSHA standards, and perform regular cleaning according to need and established schedules.
Uphold and enforce Petco and Vetco Total Care policies.
Resolve patient, client, and hospital-partner issues promptly, 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, including termination.
Plan staffing schedules to maintain adequate coverage while keeping hospital payroll within forecasted costs.