Description
The Hospital Manager reports directly to the Regional Director of Operations (RDO) to lead and manage the hospital and ensure the highest quality of medical care, unmatched client experience, associate engagement, and maximum productivity of the hospital team. The Practice Manager builds a long-term relationship with the hospital team, referring veterinarians and clients. The Practice Manager partners with the RDO, UVC Support team, Group Medical Director and Lead DVMs to operate an effective and productive hospital team, ensure a safe and engaging hospital environment, and improve the medical quality, client experience and business performance of the hospital.
Essential Duties and Responsibilities :
- Partner with the Group Medical Director and Lead DVMs to manage the hospital as role models and champions of United Veterinary Care’s brand to provide consistent high-quality care and unmatched client experience to the most pets and clients and to maximize efficiency, productivity, and profitability. Train the team on hospital guidelines and practices and supervise and train team to ensure compliance.
- Oversee and train the team on professional, efficient, and unmatched client experience (lead by example), to include client education, marketing campaigns, and effectively resolve client concerns.
- Identify potential obstacles or opportunities and formulate solutions to remove barriers in operations that would impede the team from delivering excellent care and experience.
- Partner with the Recruiting manager, People Team, Lead DVMs and Group Medical Director to interview, select, train, develop, coach, mentor, and if necessary, discipline and terminate team members.
- Work with team leads to create development plans for team members and ensure training and development to deliver the Vision and Mission of UVC.
- Ensure that support staffing and schedules align with veterinarians’ work schedules to ensure proper coverage to meet client needs and proactively plan PTO (paid time off) and CE (continuing education) scheduling within the limitations of the hospital budget.
- Develop annual planning, budgeting, and goals for hospital productivity levels in partnership with Support team, RDO and hospital leadership.
- Provide effective communication between the hospital team, clients, RDO, Group Medical Director and Support center teams.
- Provide training and support on UVC systems, technology, and support functions.
- Provide, coaching, mentorship, and training on exceptional client experience in the hospital.
- Build collaborative relationships, including strong professional relationships with UVC team members, referring veterinarians, clients, and the community.
- Hold weekly meetings to support the Team Leads and leadership of your hospital(s)
- Consistent and regular communication with Group Medical Director and RDO
Weekly / Biweekly calls; reviewing performance through Hospital Score Cards, Power BI, Financial Statements.
Monthly calls reviewing Financial Performance, Medical Quality, Client Experience KPIs (key performance indices).Quarterly Action plans for the hospital that are reviewed regularly.Ensure that all client concerns are addressed and resolved in a timely manner.Development on KPIs :Labor
% of revenue
Efficiencies of laborRevenue vs LY (last year)Work closely with the hospital team to maximize efficiency
Maximizing patient volumeNew clients through RDVM outreach and marketing
Ensure Phone etiquette as well as client reviews are reviewed, and training is instituted as needed.Cost of GoodsWork with Resource Optimization team & RDOOther duties as assigned.Qualifications / Requirements :
Certified Veterinary Practice Manager (CVPM); or bachelor’s degree in business administration or related field preferred.A minimum of 5 years’ experience in medical care facility operations management preferred.Knowledge of sales and marketing techniques.Human Resources skills.Thorough knowledge of the veterinary profession including terminology is preferred to effectively communicate.Physical Requirements :
Must be able to walk / stand for a minimum of an 8-hour day as needed.Frequent ability to carry our instructions furnished in written, oral or diagram form to solve problems involving several variables.The physical requirements and work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.Ability to stand, walk, stoop, kneel, crouch as well as manipulate (lift, carry and move) up to 40 poundsCore Values : 1. Patient Care
2. Curiosity
3. Teamwork
4. Communication
5. Mutual Trust
6. Fun Atmosphere
Definitions :
Patient Care – We consistently display advanced, quality, and compassionate care. Patients are our priority.Curiosity – We encourage a safe environment for asking questions, wanting to learn, and growing skills. Everyone has something to learn and something to teach.Teamwork – We encourage a collective work environment where we know that we can count on each other. Vet Med is a team sport, we need each other to succeed.Communication – We practice efficient, knowledgeable, and kind information passing between each other and towards clients.Mutual Trust – We trust each other to be accountable and responsible for shared tasks. We practice patience and assuming positive intent. Feedback is given and received with the intent to help foster growth.Fun Atmosphere – We encourage a warm, welcoming, inclusive environment where laughter is contagious. We take joy in each other’s accomplishments, and we are encouraged to practice self-care.Benefits :
Complimentary Short Term Disability.Complimentary Life Insurance with options to purchase additional voluntary benefits for self or family.Company Sponsored Employee Assistance Program (Headspace).401K with 100% company match up to 3% and 50% company match up to 5%, eligible after 6 months of employment.United Health Care UMR Insurance Plans with 3 tiered options.Flexible Spending Account or Health Savings Account options.United Healthcare Dental Insurance, including a 100% paid premium option for team members.United Healthcare Vision Insurance options.Long Term Disability option (covered by employee).Progyny-Fertility and Family Building Support.Generous Continuing Education Program.Team Member Discounts for Pet Care.Paid time off inclusive of sick, personal, vacation, and CE.AVMA Professional Liability Insurance (PLIT) provided.VIN provided.Reimbursement for state Veterinary License, DEA License, state VMA Dues, AVMA Dues, and specialty dues.Master accounts with online publishers : Sage, Wiley, Elsevier.LGBTQIA+ support with FOLX HEALTHCARE (if UMR enrolled).Sword Digital Musculoskeletal & Physical Therapy Program (if UMR enrolled).Referral Bonus Program.DailyPay on Demand.United Veterinary Care (UVC) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, transgender status, national origin, citizenship, age, disability or military or veteran status, or any other legally protected status. UVC is an Equal Opportunity Employer. Minorities / Women / Veterans / Disabled.