What are the responsibilities and job description for the Practice Manager position at Vetcelerator?
Client Relations:
Experience Requirements
- Promotes a client-centered environment and ensures patients are provided the gold standard of medical treatment while in our care
- Maintains the 5 C's of VetCheck's Core Values (Compassion, Convenience, Cost-Effective, Commitment, and Communication)
- Facilitates resolutions for client related issues
- Determines when special financial agreements are appropriate and collects on any delinquent accounts prior to sending to collections
- Coaching clients through grief and aftercare protocols in alignment with state and local regulations
- Mediates relationships with other local general and emergency practices to ensure the best patient and client experience
- Ensure practice and employees uphold all policies, procedures, and protocols stated in the employee handbook
- Maintain personnel files on W2 and contracted employees. Including individuals who have been involuntary or voluntary separated from VetCheck Pet Urgent Care Center
- Interviews, onboards, and assists with training of new staff members
- Provides phased training and helps staff plan for continued education; establishes and maintains veterinary medicine library based on doctors recommendations
- Uses Pulse and WhenIWork to closely monitor employee time clocks, absences, and tardies
- Process semi-monthly payroll through ADP. Ensuring all hours, earnings, deductions, and any benefits are calculated accurately
- Reviews salaries and benefits yearly with the practice owner to maintain alignment with similar local veterinary hospitals
- Collaborates with practice owners and doctors to create staff schedules one month in advance
- Resolves scheduling conflicts to ensure each shift is fully staffed for the safety and well-being of patients and employees
- Schedules and coordinates regular performance reviews of support staff
- Documents all employee interactions (positive and negative) into employee personnel files
- Partners with the practice owner to issue corrective action or performance improvement plans for support staff and doctors
- Provides conflict resolution strategies in regard to staff related disagreements
- Conduct exit interviews to collect feedback on ways to improve the employee experience
- Develops a schedule for hosital maintenance; contracts for and supervises all maintenance activities to ensure that practice medical standards are met
- Maintains cleanliness and organization of lobby, exam rooms, treatment area, administrative offices, breakroom, etc. The facility should remain visually appealing to clients and staff at all times
- Responsible for ordering and maintaining inventory such as: medications, catheters, syringes, needles, pill bottles, testing equipment, etc
- Communicates with product representatives on a regular basis to facilitate equipment maintenance, additional training, inventory questions, or lunch & learn opportunities
- Schedules mandatory staff meetings for additional training, establish hospital goals, and discuss monthly news
- Communicates objectives, motivates staff, builds and maintains the VetCheck culture and morale
- Promotes cooperative working environment among staff members; understands the value of teamwork; shows enthusiasm and willingness to perform as necessary to help function as a unit
- Implements safety and security regulations and training for all staff members. (OSHA Safety Officer)
- Promotes continuous quality improvement
- Initiates marketing strategies through social media, local fundraisers or charity events, and supports local humane animal efforts
- Promotes internal marketing programs to increase client/patient visitation
- Assists practice owners by maintaining clinics Google Business accounts. Includes: reviewing and responding to reviews, updating business hours as needed, and monitoring email accounts for important information
- Assists accountants to prepare budgets and financial statements
- Reviews financial statements and performance indicators to discuss with practice owners and doctors
- Set goals for hospital performance and design strategies to execute goals fully
- Monitor and report on accounts payable and receivable
- Maintain an inventory control system to assure adequate stocks of supplies are available; plans for periodic audits; negotiates best pricing
- Prepare year end tax returns and year end documents for accounting purposes
Experience Requirements
- Minimum four years working in a veterinary practice
- Work exposure to all aspects of managing a business with demonstrated competence in budgeting, financial reporting, inventory, staff management, and conflict resolution
- Bachelor's degree in related fields preferred but not required
- Positive attitude and willingness to coach and uplift others
- This position requires full-time hours and all work must be completed inside of the clinic setting
- Genuine liking for animals and working in an animal care environment
- Must be able to work under the broad general administrative supervision of the Practice Owner, Director of Operations, and Director of Human Resources
- Be able to use sound judgment in selecting methods, establishing priorities, and arriving at conclusions
- May be required to work uncommon hours, holidays, and be subject to recall in emergency situations
- Display tact and diplomacy with staff members and clients
- Work in the constant presence of other staff members and clients
- Be flexible in attitude and working habits
- Physical Effort: Job duties require lifting up to 25 lbs. unassisted
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Professional Developement
- Life Insurance
