Practice Manager

Schedule: Monday - Friday (40 hours - schedule will be discussed during interview process)

Classification: Full Time - Exempt

Location: Remote

Salary: $57,000 - $59,000

Lap of Love is a national practice dedicated exclusively to in-home end-of-life care for pets. We believe all pets and their families deserve the most compassionate and supportive end-of-life experience. Our veterinarians help pets and their parents with quality of life assessments, pain and anxiety management, end-of-life consultations, and peaceful euthanasia in the comfort of their pet’s favorite place – home.

Position Description

Lap of Love Veterinary Hospice, headquartered in Lutz, FL., seeks to add a key member to its growing team by employing a dynamic Practice Manager to support Lap of Love’s Practice Operations department. This individual will play an instrumental role in Lap of Love’s day-to-day operations by fostering meaningful relationships and a supportive work environment for our Associate Veterinarians. This enables our doctors to concentrate on the clinical and technical aspects of providing exceptional end-of-life care. Practice Managers ensure seamless operations in each market area by offering dedicated support to the doctors they serve. They tactfully blend empathetic listening with conflict resolution in internal and client interactions; handle schedules, calendars, and other logistics; and engage in professional cross-functional collaboration to ensure synergy between the Practice Operations department and the rest of the organization. Through their commitment to maintaining smooth operations and communication, Lap of Love’s Practice Management team reinforces the culture and reputational excellence that built our brand for current and incoming veterinarians.

Join us in our mission to provide compassionate end-of-life care for pets and support for their families. Together, we can make a meaningful difference in the lives of animals and the people who love them.

Essential Functions and Responsibilities:

• Foster strong, enduring relationships with veterinarians, encouraging their professional and personal satisfaction in their roles
• Primary point of contact for an average of 20 veterinarians (equating to approximately 8 doctors on-call per day)
• Oversee and prioritize calendars, manage doctor schedules, and approve PTO requests
• Ensure exceptional service by monitoring appointments, addressing and resolving client concerns, and managing escalations with empathy and efficiency (ex: accidents, injuries, unique client requests, and unusual circumstances)
• Occasional partnership with Crematory Relationship Administrator and client to ensure the highest level of care and service for families
• Report/present to the Senior Practice Managers any updates or suggestions for standard operating procedures (SOPs) to help ensure quality in operations
• Engage in professional cross-functional collaboration to ensure knowledge of systems and processes to appropriately provide front line support to doctors
• Update departmental metrics

Experience, Education and Requirements:

• Associates degree, or equivalent experience in business administration, management, leadership, or administrative processes required
• Bachelor’s degree, or equivalent experience in business administration, management, leadership, or administrative processes preferred
• Previous experience in clinical veterinary medicine, practice management, veterinary operations management, or similar role preferred
• Commitment to excellence in client service
• Dynamic problem-solving skills
• Confident, independent thinker and adaptable 
• Top notch oral and written communication skills
• Ability to thrive in a fast-paced environment
• Excellent follow-up skills
• High attention to detail and ability to adapt to new processes

Physical and Other Job Requirements:

• Able to sit for prolonged periods of time of up to 8 hours per day
• Able to frequently communicate by telephone and through use of computer technologies, including but not limited to email and video conferencing
• Possess manual dexterity, fine motor skills, and the ability to operate a computer, read a computer screen and type on a keyboard for prolonged periods of time of up to 8 hours per day
• Able to multitask using multiple computer tabs/platforms while engaging in conversation
• Average or above average working knowledge of computers, email, video conferencing technologies, and digital medical records
• Able to quickly learn custom software and other programs, such as Zoom, Trello, Office 365, Sunshine, and Google Suite
• Average or above average working knowledge of the internet and scheduling and communications applications and software, such as Gmail, Google Calendar, and web-based communication platforms
• Access to reliable and secure internet
• Maintain confidentiality of all patient, client, and business information
• Comply with all applicable laws, regulations, policies, procedures, and guidelines

This job posting is not intended to be an exhaustive list of duties, but it aims to highlight the typical main responsibilities of the position. At the request of their supervisor, this individual may be asked to perform additional duties or take on additional responsibilities to better meet the needs of their department.

• Health Insurance Plan (Medical) with 100% employer paid HSA option available
• Dental and Vision Plans
• Retirement Plan (Traditional 401k with 3% match and Roth 401k)
• Paid Time Off
• Bereavement Leave
• Paid Parental Leave
• Employer-funded Lifestyle Spending Account (LSA)
• Life Insurance (Basic, Voluntary, and AD&D)
• Short Term and Long Term Disability Insurance
• Training & Development
• Pet Discount Plan and Pet Insurance