Hospital Supervisor

Description

Hospital Supervisors are a key component of the SVSS mission of being Arizona’s premiere veterinary surgical practice by effectively supervising and developing SVSS staff. Hospital Supervisors work closely with the staff, doctors, hospital leaders, and management to drive accountability and work to develop and foster an engaging team environment and provide a variety of analytical, evaluative, advisory, coordinating, supervisory, and technical functions to support SVSS business objectives.

Under the supervision of the Director of Operations, SVSS Hospital Supervisors play a pivotal role in managing day-to-day operations so the medical team may devote their time to delivering the highest quality patient care possible. Hospital Supervisor areas of responsibility encompass veterinary practice administration, operational plans, training of staff, working with inventory to oversee the ordering and stocking of supplies and equipment, drive safety and security initiatives, and review, evaluation, and analysis of the staff and overall performance of the practice.

The Hospital Supervisor, in a collaborative environment will work closely with the Director of Operations, Director of Finance and Director of Human Resources as appropriate. The realm of authority and decision-making for this role will be varied based on circumstance and impact. Individuals working as a Hospital Supervisor must be drivers of change with strong leadership, versatility, communication, and time management skills. Individuals in the role must be flexible with an ability to act and think quickly in response to constantly changing and conflicting priorities. Qualified candidates must have demonstrated personal integrity, should be self-motivated, and be a driver of the SVSS culture.

Individuals in this role must be open and available for periodic travel within the Phoenix metro area and occasional travel to Tucson (overall <15%). Working hours may vary based on business need.

*All offers of employment are conditional upon successful passing of background check, drug screening and motor vehicle record check. Motor vehicle record checks will be conducted annually on employees who will be covered by company insurance and drive the company vehicle for business related travel.

Requirements

• Serve as the primary point of contact for technicians, client service representatives, and client liaison
• Serve as the primary point of contact to work with IT support to address phone, computer hardware, computer software, digital radiography, or credit card terminal issues
• With minimum guidance from global managers will be accountable for managing/resolving employee conflicts, managing/resolving client issues, assist in the training process, and works closely with the training manager/coordinator to identify training opportunities and process improvement ideas
• Oversee timely completion of new hire training packets
• Work with Team Leader and Human Resources to address performance, attendance or behavior concerns timely
• Works with Human Resources for the timely administration and delivery of Introductory Period and Annual Review cycle for staff
• Works with Training Coordinator to deliver consistent employee training
• Oversee CSR Team, ensure client service and medical record management standards are being met
• Complete initial Cornerstone training with new hires
• Monitor AllyDVM for correct usage by SVSS staff
• Monitor daily planners to ensure timely sending of correspondence/lab items and lab items and follow-up on late dated items
• Complete account merge requests
• Complete requests for doctor and hospital additions
• Work with Director of Operations and Training Coordinator to ensure compliance with hospital protocols
• Performs daily reconciliation audit, complies bank deposits and communicates information to Director of Finance
• Makes weekly bank deposits
• Ensure cash drawer is accurate and maintains an adequate level of change for the cash drawer
• Oversight of Staff Schedule
• Monitor staff scheduling to ensure appropriate coverage and update or make changes as needed
• Works with other Hospital Supervisors to ensure all locations have appropriate coverage
• Maintain and ensure compliance of controlled drug logs
• Maintain and ensure compliance of anesthetic log
• Maintain and ensure compliance of radiology log
• Oversee cleanliness of facility and maintains cleanliness standards as established by the Medical Director
• Work with Director of Operations and Human Resources to oversee OSHA compliance
• Work with Inventory Manager in regards to weekly orders, weekly/monthly inventory checks, expired product, and controlled substance orders.
• Oversee routine maintenance and to ensure working order of hospital equipment
• Oversee repair of hospital equipment with minimal guidance from Director of Finance and Inventory Manager
• Work closely with Director of Finance, Director of Operations, and Inventory Manager to achieve incentive monthly goals.
• Work with Team Leader to oversee flow of day
• Monitor client/patient schedule to ensure caseload is balanced
• Work with Director of Operations to audit client invoices
• Understand type of case load and trends
• Ensure accuracy of bi-weekly timecard entries of direct reports
• Minimize late arrival time and unnecessary OT of direct reports
• Promotes a client-centered environment and facilitates programs and processes that meet client needs
• Maintains the practice philosophy for attracting and retaining new and existing clients and employees
• Serves as a primary point of contact towards the resolution of client problems that doctors or other staff members cannot finalize
• When necessary, seek assistance from Associate Medical Directors to review client concerns and work collaboratively to reach a resolution.
• Alert Marketing Manager to client issue for additional referral follow-up
• Work with Marketing Manager to provide social media content
• Assist Marketing Manager in maintaining referral database within Cornerstone
• Supervises usage of practice software to ensure that client records are entered consistently and correctly.
• Communicates objectives, motivates staff, builds and maintains morale; maintains core values and standards.
• Organizes and leads monthly practice staff meetings.
• Promotes cooperative working environment among staff members; understands the value of teamwork; shows enthusiasm and willingness to perform as necessary to help the practice function as a unit.
• Understands and carries out oral and written directions.
• Maintains positive, cooperative relationships with other employees.
• Promotes continuous quality improvement.
• Drive revenue and manage costs while creating a hospital culture based on high quality patient care and exceptional client service

Key Attributes

• Minimum 5 years’ experience as a veterinary technician is preferred, CVT strongly preferred
• Have experience in a leadership and/or supervisory capacity.
• Have experience in emergency/specialty medicine and working in referral and/or surgical hospital.
• The ability to lead and direct a client service and veterinary technician team with confidence and professionalism.
• Feel and express a genuine liking for animals and for working in an animal care environment.
• Must have strong organizational, communication and interpersonal skills
• Maintains creativity and proficiency for problem solving
• Have a demonstrated sense of urgency
• Ability to quickly and discretely resolve conflicts as they arise
• Must be able to work under the broad general administrative supervision of the owner(s) and doctors, and to be able to use sound personal judgment in selecting methods, establishing priorities, and arriving at conclusions
• Must be able to tactfully demonstrate “take charge” capabilities.
• May be required to work uncommon hours, overtime, and be subject to recall in emergency situations.
• Deal intelligibly, pleasantly and efficiently with clients on the telephone and in person, often doing several things at one time.
• Display tact and diplomacy with staff members and clients.
• Work almost constantly in the presence of other staff members and clients.
• Be flexible in attitude and work habits.
• Must know the meaning of and spell commonly used veterinary terms and SVSS commonly performed procedures
• Exceptional organizational, time management and relationship building skills.
• Complete work within established time frames.
• Ability to prioritize, and coordinate multiple projects and competing work demands. Ability to see the “big picture” while managing several small projects.
• Ability to carry out instructions furnished in written or oral form.
• Positive interpersonal skills, including the ability to establish and maintain cooperative, courteous working relationships with others.
• Ability to problem-solve job-related issues.
• Ability to maintain confidentiality of information regarding company financial and other information.
• Excellent leadership and organizing skills
• Analytical and creative thinking

Physical Requirements:

Must have availability to travel as business need requires. Individuals must have ability to lift, carry, move and place pets or objects weighing up to 50 pounds without assistance. Have the physical strength and ability to stand, walk, sit, kneel, stoop, repeated bending, pushing, pulling, full use of hands/fingers, and reach above shoulders for an entire shift when needed. Individuals must be able to move with urgency in all physical areas. Must effectively be able to read, speak, and write in English. Hearing, vision and speech at a functional level are required to meet the essential functions of the job.

Working/Environmental Conditions:

On occasion patients may bleed, urinate, defecate, vomit, or secrete other glandular fluids on your person, shoes, or uniform. Hospital Supervisors must be able to triage, respond and complete tasks with independence and sound judgement. There is exposure to barking dogs and cleaning chemicals. This is an emotional environment due to death or illness of pets.