Practice Manager

Position Summary:

The Practice Manager is positive under pressure, has a passion for helping not only animals but also people and can offer an exceptional customer service experience. They have excellent communication, people skills and have the desire to promote and encourage those around them. This individual will monitor the purchasing for the hospital, analyze trends, and develop their staff.

The primary function and purpose of the Practice Manager is to manage the hospital and ensure the highest quality of veterinary care, exceptional client service, employee engagement and maximum productivity of the medical team. This includes management of staff, cost of goods sold (COGS), working with DVM staff to drive patient care, and delivering a positive client experience.

The Practice Manager collaborates with their Regional Operations Specialist and Veterinary Partner to build the hospital’s brand and grow the client base, all while focusing on pet and client satisfaction and maintaining a positive culture for staff and DVMs.

Success Criteria

Practice Managers are measured on the performance of the hospital in terms of growth in hospital performance: revenue, visits, new clients, client experience, patient compliance, staff development, and DVM performance. In addition, the Practice Manager needs to foster an inclusive and engaging environment while managing staffing and purchasing effectively.

• Create a positive culture
• Increase new clients, pet visits and weekly revenue
• Tasks and responsibilities completed as instructed
• Analyze and have a proactive course of action based on the needs of various identified trends
• Leverage tools and resources to problem solve or drive employee engagement
• Successful cross-hospital and departmental collaboration to drive performance
• Control inventory and spending while ensuring that the hospital needs are fulfilled at all times

Experience and Education Required/Preferred

• High school diploma is required. Bachelor’s degree preferred.
• 3-5 years of management experience required. Preferably in the veterinary or hospitality industry.
• Experience with Microsoft software required (MS Excel, MS Outlook, MS Word)
• Ability to travel occasionally is preferred.

Skills Required:

The Practice Manager must be able to analyze and problem solve based on business needs and trends. Have strong communication skills to drive DVM satisfaction, staff engagement, and client experience.

Specific skills include:

• Possess strong leadership qualities such as humility, empathy, vision, and time management.
• Leverage emotional intelligence to communicate at the level of the DVM, staff, and/or client.
• Ability to communicate effectively and proactively with various levels of personalities.
• Demonstrate self-awareness, effective communication skills, and ability to course correct immediately.
• Capacity to inspire and motivate others to drive results, and build dynamic, high performing teams.
• Maintains a high level of accountability for staff and self.
• Manage all aspects of the hospital including DVM, support staff, inventory, and budget to maintain or grow hospital profitability.
• Complete all expected tasks, projects, admin and finance requirements by utilizing time management.
• Use critical thinking to problem solve through thoughtful assessment to determine the best course of action.
• Have a combination of the veterinary industry, financial acumen, and business knowledge, or the capacity to learn all these necessary components.
• Maintain a level of positivity, professionalism, and flexibility though adversity and/or challenges.