Veterinary Practice Manager

Petco•Needham, MA

1d•Onsite

About The Position

Petco is a company dedicated to helping pets live their best lives, operating for over 60 years with more than 29,000 partners across 1,500+ stores, 250+ Vetco Total Care hospitals, preventive care clinics, and distribution centers in the U.S., Mexico, and Puerto Rico. They also founded Petco Love in 1999, supporting animal welfare groups and facilitating adoptions. The Hospital Operations Manager provides daily leadership to the hospital, partnering with Hospital Veterinarian(s) and retail store partners to ensure a smooth and profitable operation. This role focuses on creating a culture of high-quality patient care and exceptional customer service, driving revenue, and managing costs. The manager represents the mission and values of the hospital and Petco, coordinates overall hospital operations, and cultivates a supportive and collaborative team environment. If you have a passion for pet health and wellbeing, Petco would love to have you on their team!

Requirements

2-3 years previous experience working in a veterinary practice.
In lieu of veterinary experience, must have 2+ years of strong leadership experience.
Must have excellent written and verbal communication skills.
Ability to make decisions, delegate tasks and responsibilities and drive results with hospital partners.
Must be compassionate and sympathetic and be able to maintain a professional attitude and demeanor during emotional and stressful situations.
Must have telephone etiquette and basic computer skills.
Must be a team player willing to continue learning, offer creative ideas and accept continual change.
Basic computer skills i.e. Microsoft Office suite.

Nice To Haves

3- 5 years previous experience working in veterinary practice.
Previous P&L management.
Bachelor’s degree or equivalent experience.
3+ years in a management role, including customer service.
Reporting and data analysis experience.
Veterinary Assistant/Technician experience in positions of increased responsibility.
Licensed Veterinary Technician or Certified Veterinary Assistant (not required).
Change agility- Works productively and able to navigate ambiguity or uncertainty while assuming positive intent in a fast-paced and evolving environment.
Desire to Learn - Demonstrates flexibility and resilience in response to obstacles, constraints, adversity, and mistakes. Constructively and resourcefully adapts to changing needs, conditions, priorities or opportunities. Seeks out opportunities to learn from new discoveries, innovations, ways of looking at things, knowledge, and ideas. Invites and incorporates both giving and receiving productive and well-intentioned feedback.
Drive for Results -- Initiate decisive, timely actions to address important issues. Demonstrates a strong sense of ownership and a commitment to achieving meaningful results. Sets challenging, clear goals/targets and expectations for achieving business results. Drives initiatives/efforts while taking personal responsibility to make decisions and execute actions.

Responsibilities

Lead hospital paraprofessionals to drive operational excellence, efficiency, high standard patient care and excellent client experience.
Create productive, collaborative and seamless relationships with all veterinarians in the hospital to drive a positive culture and cohesive team environment.
Point person for all day-to-day functions of the practice including, but not limited to – veterinarian and support partners scheduling, equipment function and maintenance, inventory control and ordering, proper invoicing, patient scheduling, team training, radiological safety program and handling elevated client concerns.
Oversee hiring, training, reviewing, counseling and separation of paraprofessional partners, in partnership with AOM (Area Operations Manager) and Human Resources Business Partner.
Assume scheduling responsibilities for all paraprofessional partners, with the expectation to schedule a minimum of two weeks out.
Maintain all hospital partner points in accordance with Petco’s punctuality and attendance policy.
Create and maintain doctor’s schedule with support from Area or Regional Medical Director as needed.
Review P&L monthly reporting, and partner with Area Operations Manager to increase revenue growth and exceed financial targets set by Finance team.
Escalate partner or client issues to Area Operations Manager, Area Medical Director and/or HRBP as required.
Interface and collaborate with Petco store team to drive a seamless complete care customer experience.
Schedule appointments, provide client education, relay test results to doctor and clients, maintain and update hospital inventory, maintain client/patient records within the practice management system and manage accounts receivable.
Keep hospital environment neat and clean; maintain OSHA standards, perform and maintain regular cleaning of environment based on necessity as well as based on a pre-determined maintenance schedule.
Uphold and enforce all policies of Petco and Vetco Total Care.
Patient care always comes first. Any issues with patient clients or hospital partners are dealt with and resolved as they occur, or as soon as is possible.
Exceptional teamwork and commitment to achieve shared goals to benefit the entire company of Petco.
Collaborate with the Retail Team to drive a positive cultural and cohesive team environment.
Provide backup front desk support as needed including answering telephones.
Perform additional duties and special projects as assigned.