Office Manager

Office Manager Hawthorne Quality Pet Care (Lawndale, CA)

We are seeking a dedicated Office Manager to join our leadership team at Hawthorne Quality Pet Care, a privately owned veterinary practice committed to exceptional patient care and client satisfaction. This position is a cornerstone of our clinic's operations, ensuring compliance, managing staff, overseeing daily workflow, and supporting our mission to serve our community's pets and the people who love them.

This role requires a hands-on leader who understands every aspect of clinic operations, from client relations to compliance, and who thrives in an environment where no two days are the same.

Key Responsibilities

Leadership & Staff Management

Lead and mentor the clinic team in all daily tasks (morning, afternoon, evening), collaborating with the Operations Manager to refine workflows and position-related responsibilities.

Personally train staff rather than delegating to outside vendors, ensuring consistent quality and adherence to best practices.

Manage staff scheduling to minimize overtime, ensure proper meal breaks, and allow early departures during slow periods.

Build team morale, maintain updated SOPs and position binders, and create a positive, collaborative work environment.

Drive clinic initiatives such as marketing campaigns, promotions, and policy implementation.

Partner with the Doctor on purchasing decisions, process improvements, and new ideas.

Operations & Clinic Flow

Set measurable goals for clinic performance based on historical data and our mission / vision (e.g., appointment flow, dental frequency, average transaction value).

Design strategies to achieve these goals, such as improving service bundles or training assistants on client care plan presentations.

Monitor and maintain patient flow, stepping in when bottlenecks arise, whether in rooming clients or assisting directly with veterinary assistant duties.

Support the Doctor with accurate service quotes, especially for complex surgeries or extended hospitalizations.

Create and implement SOPs for team efficiency (e.g., pharmacy workflows, CSR client engagement training, EMR best practices).

Client Relations

Uphold our philosophy of working with clients to provide care they might not otherwise access, balancing compassion with financial responsibility.

Resolve client concerns when escalation beyond staff or the doctor is needed.

Manage financial discussions, including payment arrangements, CareCredit, ScratchPay, and delinquent accounts.

Maintain the facility's cleanliness and visual appeal for both clients and staff.

Human Resources

Collaborate with the HR Manager and the Doctor on hiring, performance evaluations, promotions, disciplinary actions, and terminations.

Mediate staff disputes and maintain a respectful, productive work environment.

Develop and enforce company policies regarding breaks, cell phone use, dress code, professional conduct, and task completion during slower times.

Qualifications

Passion for helping people and their pets.

Minimum 3 years of veterinary clinic experience.

Minimum 1 year of leadership or management experience.

Proficient in veterinary software (Shepherd preferred) and adaptable to new systems.

Highly organized, detail-oriented, and disciplined with strong time management skills.

Punctual, with an awareness of clinic flow and the ability to keep operations on track.

High school diploma or G.E.D. required; Associate's or Bachelor's degree preferred.

Strong soft skills : negotiation, emotional intelligence, patience, and problem-solving.

Position Details

Job Type : Full-time

Schedule :

Clinic open SundayWednesday; Thursdays reserved for administrative duties.

Must be available every Sunday (except scheduled PTO),  non-negotiable.

Location : On-site, working from the CM office in the treatment area for daily team engagement (private office available for meetings).

Benefits

Employee discount

Supplemental insurance options

Uniform allowance

Paid time off

Bonus structure

If you are a motivated, detail-oriented leader ready to help guide our clinic to continued success, we'd love to meet you.