Veterinary Practice Manager

Petco•Maricopa, AZ

About The Position

The Hospital Operations Manager provides daily leadership to a veterinary hospital and partners with Hospital Veterinarian(s) and retail store teams. The role coordinates hospital operations, supports high-quality patient care and exceptional customer service, drives revenue, manages costs, and represents Petco and the hospital’s mission and values to clients. The manager fosters a supportive, collaborative, cohesive, and motivated team environment. The position oversees day-to-day practice functions, including partner scheduling, equipment maintenance, inventory, invoicing, patient appointments, team training, radiological safety, client concerns, and patient and client records. It also supports hiring and management of paraprofessional partners, monitors financial performance, maintains hospital cleanliness and OSHA standards, and helps ensure a seamless customer experience. The role reports to the Area Operations Manager and includes direct supervisory responsibilities.

Requirements

Two to three years of experience working in a veterinary practice, or, in lieu of veterinary experience, at least two 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 manner, with the ability to remain professional during emotional and stressful situations.
Telephone etiquette and basic computer skills, including Microsoft Office.
Willingness to work as part of a team, continue learning, offer creative ideas, and accept change.
Ability to bend, kneel, lift up to 30 pounds as necessary, and stand for long periods.
Ability to work in direct contact with clients and their pets.

Nice To Haves

Three to five years of experience working in a veterinary practice.
Previous profit-and-loss management experience.
Bachelor’s degree or equivalent experience.
Three or more years in a management role, including customer service.
Reporting and data analysis experience.
Veterinary Assistant or Veterinary Technician experience in positions of increased responsibility.
Licensed Veterinary Technician or Certified Veterinary Assistant credential; not required.
Change agility: productive navigation of ambiguity and uncertainty in a fast-paced, evolving environment while assuming positive intent.
Desire to learn, with flexibility and resilience, constructive adaptation to changing needs and priorities, seeking learning opportunities, and giving and receiving productive feedback.
Drive for results, including decisive and timely action, ownership, clear goals, and responsibility for decisions and execution.

Responsibilities

Lead hospital paraprofessionals to promote operational excellence, efficiency, high standards of patient care, and excellent client experiences.
Build productive relationships with hospital veterinarians to promote a positive culture and cohesive team environment.
Coordinate day-to-day hospital operations, including partner scheduling, equipment function and maintenance, inventory control and 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 partner attendance and punctuality records in accordance with company policy.
Create and maintain the doctor schedule, seeking support from the Area or Regional Medical Director as needed.
Review monthly profit-and-loss reporting and partner with the Area Operations Manager to grow revenue and meet financial targets.
Escalate partner or client issues to the appropriate operations, medical, or human resources leaders.
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 inventory and patient/client records in the practice management system, and manage accounts receivable.
Maintain a neat and clean hospital, meet OSHA standards, and complete routine and scheduled cleaning and maintenance.
Uphold and enforce Petco and Vetco Total Care policies.
Resolve patient, client, or hospital partner issues as they arise or as soon as possible, keeping patient care a priority.
Provide backup front-desk support, including answering telephones, and perform additional duties and projects as assigned.
Recruit, interview, hire, train, mentor, coach, delegate assignments, and partner with Human Resources on discipline up to and including termination.
Plan staffing coverage while controlling payroll costs and supporting efficient daily hospital operations.