Practice Manager

Practice Manager

– Role Overview

The Practice Manager plays a vital role in the hospital's leadership under the guidance of the Principal Doctor. Primary responsibilities include ensuring top-tier veterinary care and exceptional client service, fostering a motivated and productive team, maintaining (or exceeding) budget goals, and growing the hospital. This role involves collaborating with the Principal Doctor to optimize profitability and hospital productivity while maintaining strong working relationships with the entire team.

• Partner with Principal Doctor to uphold the Well Haven brand by providing consistent, high-quality veterinary care and exceptional service to patients and clients
• Maximize hospital efficiency, productivity, and profitability through effective management practices
• Oversee and train employees in delivering professional, efficient, and exceptional client service, including educating clients about Wellness Plans, preventive care, pet health needs, hospital services, and marketing campaigns
• Effectively address and resolve conflicts, whether involving clients or employees
• Partner with Operations Service Manager, Principal Doctor, and others to interview, select, train, develop, coach, and mentor employees
• Manage basic Human Resource activities, such as new employee onboarding, benefits, workers' compensation, recruiting, coaching, and counseling
• Manage para staff performance, development, and improvement plans, motivating teams to achieve set goals. Conduct regular development discussions with para staff
• Develop annual plans, budgets, and hospital productivity targets in partnership with the Principal Doctor and Operations Service Manager
• Responsible for cash control, banking, loss prevention, office and medical supply ordering, and inventory management
• Track and maintain a record of required licenses and certificates to ensure they remain current and do not lapse
• Create and maintain veterinarian’s and para staff schedules to meet client needs, following Well Haven guidelines, while proactively planning personal and continuing education time off
• In conjunction with the Principal Doctor, take responsibility for community outreach, events, and external marketing efforts to promote the hospital
• Ensure compliance with all Well Haven policies and procedures, as well as local, state, and federal laws
• Oversee the medical chart process to ensure thoroughness and accuracy, consistently meeting hospital quality control standards
• Partner with the Principal Doctor to implement effective communication strategies to foster employee engagement
• Take an active role in or lead hospital team meetings
• Customer Service Delivery:
  • Consistently provide professional, efficient, and exceptional service
  • Demonstrate excellent communication and organizational skills when interacting with the veterinary team and clients
  • Effectively adapt to individual clients and their needs
  • Effectively resolve customer complaints as appropriate
• Other:
  • Lead and guide the team to ensure the hospital meets safety standards and regulations set by the DEA and OSHA. Meet all OSHA standards and regulations as outlined in company policies
  • Ability to perform other job duties as assigned

• Uphold integrity and ethics in all actions and behaviors
• Develop direct reports by guiding, coaching, and mentoring to help them reach their full potential, achieve their professional goals, and contribute effectively to the success of the organization
• Identify, address, and resolve conflicts effectively and professionally
• Drive for results by demonstrating motivation and determination to achieve goals and deliver high-quality outcomes
• Ensure the team is providing high-quality and safe medical services
• Remain action-oriented and effectively set priorities
• Work well in an extremely fast-paced work environment, remaining calm and resilient
• Learn new computer software systems (EMR, Scheduling, etc.)
• Provide a high level of accountability

• High School Diploma or equivalent
• Associate degree or higher in a related discipline (such as business management) a plus, or must have the education, training, and experience that provides the required knowledge, skills, and abilities
• Well Haven hospital experience and/or previous experience as a supervisor/manager in veterinary medicine or health-related industry
• Veterinary technician certification, licensure, and experience (preferred)
• Certified Veterinary Practice Manager (CVPM) or Veterinary Management Institute (CVPA) certification a plus!

The Practice Manager position is performed onsite at our hospital or an approved offsite event location. Remote work is not available for this position.

Hospital environment includes limited space, smells from pet waste, and noise (barking, etc.).

Position requires 40+ hours per week to complete essential job duties and to meet client needs and work volume. Schedules may include 10+ hour shifts,…