Senior Veterinary Practice Manager

Position Purpose

The purpose of the Senior Hospital Operations Manager is to provide daily leadership to a minimum of two hospitals and partner with the Hospital Veterinarians. The Senior Hospital Operations Manager will also partner with our retail store partners to provide a smooth and profitable operation by creating a culture of high-quality patient care and exceptional customer service, as well as driving revenue and managing costs.

The Senior Hospital Operations Manager represents the mission and values of their hospitals and Petco to all clients. Our partners are empowered to do what it takes to create an exceptional client and patient experience. The Senior Hospital Operations Manager coordinates the overall operations of their hospitals and cultivates a supportive and collaborative team environment by fostering cohesion and motivation within their teams.

• Provide operational leadership to a minimum of two hospitals within their respective Area and execute appropriate direction given by the Area Operations Manager (AOM) to support their hospitals+
• Lead hospital paraprofessionals to drive operational excellence, efficiency, high standard patient care and excellent client experience while fostering productive, collaborative, and seamless relationships with all Veterinarians to drive a positive culture and cohesive team environment.
• Act as point person for all day-to-day functions of their practices including scheduling, equipment function and maintenance, inventory control and ordering, 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 and Human Resources Business Partner (HRBP).
• Assume scheduling responsibilities for all paraprofessional partners and maintain all hospital partner points in accordance with Petco's punctuality and attendance policy, including creating and maintaining Veterinarian's schedule with support from Area or Regional Medical Director as needed.
• Review P&L reporting, and partner with AOM to increase revenue growth and exceed financial targets set by Finance team.
• Develop monthly and weekly plans in collaboration with the AOM, track results, and ensure goal attainment.
• Build a sustainable model for reinvestment in people and hospitals and elevate partner or client issues to the AOM, Area Medical Director and/or HRBP.
• Interface and collaborate with Petco store and local Vetco clinic team to drive a seamless complete care customer experience.
• Schedule appointments, provide client education, relay test results to Veterinarians and clients, maintain hospital inventory and client/patient records, and manage accounts receivable.
• Maintain OSHA standards, uphold and enforce all policies of Petco and Vetco Total Care, support the AOM in leading the weekly market meetings, and assist in implementing of Petco initiatives across market.
• Serve as point of contact coverage when AOM out of office, assist in managing relief DVMs who are available to multiple locations, provide support for new hospital launches

• 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 and Vetco clinic 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.
• Assist the AOM in market initiatives.
• Assist AOM in Mentoring LODs and HOMs in the market.
• Able to commute between their two hospitals spending equal time in both hospitals and as directed by their AOM.

The incumbent reports to the Area Operations Manager.

The Senior Hospital Operations Manager must possess excellent planning skills while scheduling the hospital paraprofessional partners in order to ensure adequate coverage while making sure the hospital does not exceed forecasted payroll costs. The Senior Hospital Operations Manager will also play a crucial role in ensuring that day-to-day operation of the hospital is efficient and provides an optimal experience for our patients and guests.

This position will impact the organization by contributing to the growth of productive practices while focusing on a high-quality standard of care. From an overall hospital organizational standpoint, this position is critical to ensuring that we have a cohesive, well-trained, and motivated medical support team. The desired result is the creation of an optimal environment that ensures partner retention, patient well‑being, and customer satisfaction.

This position includes multiple direct reports across a minimum of two…