Roseway Veterinary Hospital (RVH) is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law. We embrace diversity and are committed to creating an inclusive environment for all employees.

Job Summary: The Practice Manager is a key member of the RVH hospital management team. This position reports to the Regional Operations Director and is responsible for the general management and oversight of operations at the specific clinic they manage. This position provides strategic and tactical leadership, counsel, and direction to the team at the clinic to ensure safe, efficient, therapeutic, and ethical patient care.

Additionally, this position identifies and develops strategic growth opportunities, monitors performance, and implements strategies that align with RVH mission and values. Position has budget and P&L accountability.

Travel required: Minimal travel required, possibly for vendor visits and associate education.

Essential Functions:

The following duties and responsibilities generally reflect the expectations of this job but are not intended to be all inclusive. The essential functions include the most significant tasks and are the essence of why the role exists; removing an essential duty would fundamentally alter the role.

• Maintain and uphold the Core Values and Mission Statement of RVH.

• Full supervisory responsibility for recruitment, hiring, promoting, retention, staff training and continuing education, performance development, performance management, salary adjustments, teammate relations, disciplinary actions, and termination of direct reports. Position has general, overall responsibility for teammate decisions within the clinic.

• Responsible for improving employee satisfaction 10%+ per year.

• Provide leadership to direct reports and strategic leadership to company; develop and foster a positive, fulfilling work environment within the division.

• Position has responsibility for hospital level trends impacting net promoter score.

• Responsible for delivering 5%+ organic revenue growth and clinic level Net Income of 20%+.

• Track metrics and success criteria including ROI for all activities and be able to identify areas of opportunity to grow the revenues and profitability of the clinic.

• Maintain awareness and knowledge of competition; proactively assess related SWOT (division strengths, weaknesses, opportunities, and threats); analyze and implement effective responses.

• Responsible for improving customer satisfaction and patient retention 10%+ per year.

• Responsible for the appearance of the clinic (exterior and interior) given the importance that perception has on the patient.

• Review, analyze, and address gaps in service excellence, policies, and/or procedures proactively; identify issues and implement solutions.

• Develop clientele management strategies including retention, ACT maximization, reminder system management and client care improvements.

• Develop positive work relationships with all levels of management and other departments; work collaboratively with field management, veterinarians and non DVM staff.

• Know, understand, implement, follow, and communicate to teammates all RVH employment policies and procedures, awards, and other opportunities within company.

• Identify and implement methods that enable all division teammates to excel in their assigned roles in a team environment; develop and foster a positive work environment.

• Review, analyze, and implement staffing plans that promote the most effective use of teammates.

• Follow and implement wage and hour laws, federal, state and local laws and regulations, Medicare, and legislation affecting employment; ensure compliance with all laws and regulations including Teammate Health and Safety Training Program and RVH healthcare clinical and safety standards.

Additional Functions:

• Oversee inventory counts and ordering.

• Attend practice manager meetings and training.

• Maintain OSHA compliance within the clinic.

• Support RVH accounting team with accounts payable and accounts receivable as needed.

• Oversee maintenance or troubleshooting on equipment as necessary including dental, anesthesia equipment, autoclave, lab equipment and fire extinguishers.

• Serve as a reception team member as necessary to cover vacations and sick calls.

• Open and forward mail as necessary.

• Attend all clinic manager meetings.

• All other duties as assigned.

Required Knowledge, Skills and Abilities:

• Must be confident around pets.

• Demonstrated commitment to RVH core values.

• Advanced computer skills and proficiency in MS Excel required; intermediate skills and proficiency in MS Word.

Outlook, and PowerPoint required. It will also be necessary to become proficient in the use of practice management software.

• Demonstrated empathy and respect for teammates and patients.

• Ability to handle varied and sometimes difficult conditions: will be exposed to highly emotional situations, unpleasant odors, noises, and animal excrement.

• Must have excellent organization skills and attention to detail.

• Fluent in the written and verbal skills necessary to perform the essential functions, duties, and responsibilities of the position successfully.

• Must be able to exchange accurate information throughout all levels of the organization or with all clients and team members.

• Know and understand wage and hour laws, federal, state, and local laws and regulations, Medicare, and legislation affecting employment.

• Proven ability to work collaboratively with colleagues, DVMs, and teammates to create a results-driven, team-oriented environment; relationship-building skills and ability to be “other-oriented”; ability to appreciate people with different backgrounds and points of view.

• Demonstrated entrepreneurial openness and ability to explore new possibilities and to approach issues differently; a visionary; intellectually agile.

• Demonstrated business acumen; able to assess financial implications of decisions and actions; able to understand what makes the businesses successful, and able to balance that with patient and teammate satisfaction.

• Demonstrated expertise in building teams, managing, and influencing people, processes, and customer relationships; expertise in all aspects of teammate management including but not limited to recruitment, hiring, retention, promoting, disciplinary actions, job performance evaluations, teammate professional development.

Required Education and Experience:

• High School degree required; Bachelor’s degree preferred.

• A minimum of three years’ management experience required.

• Preference will be given to B.A. Management or Leadership, M.B.A., CVPM and CVT/LVT candidates.

• Former veterinary experience is preferred.

Physical Requirements:

In general, the position requires the following physical activities:

• Able to lift minimum of 2 pounds to a maximum of 20 pounds unassisted.

• Able to sit stand, stoop, walk, stretch, reach frequently.

• Sitting, standing, and walking on hard floor surfaces for extended periods.

• Moderate range of body motions.

• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp and visual acuity to use a keyboard and operate equipment.

• Employee is routinely exposed to a variety of pets that may bite or scratch, and on occasion, exposed to anesthesia, radiation, biological hazards, and medication/controlled substances.

• Able to work in noisy work conditions with sounds from animals and equipment that can be moderately high.

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Please send cover letter and resume to delaney@rosewayvet.com.

Reasonable Accommodations:

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. If you need reasonable accommodation in order to perform the essential functions of a position, please send an e-mail to delaney@rosewayvet.com and let us know the nature of your request and your contact information.