The Role

The Hospital Manager is a leader and an integral member of the veterinary hospital management team. The Hospital Manager partners with the Managing DVM to provide a smooth and profitable operation by

driving revenue and managing costs while creating a hospital culture based on high quality patient care and exceptional customer service. Responsibilities include managing, planning, and coordinating the overall operations of the hospital, and cultivating a supportive and collaborative team environment.

Job Duties and Responsibilities

Leadership & Planning

• Collaborates in a leadership role with the Managing Veterinarian as the “owners” of the hospital’s success.
• Acts as a champion for change and identifies, documents, shares, and promotes best practices.
• Participates in the weekly, monthly and annual planning and budget maintenance process.
• Establishes goals for the hospital and staff.
• Creates the hospital schedule and manages labor costs to budget.
• Provides authentic feedback on performance in a timely manner and follows up with progress.
• Plans and leads employee meetings.

Operations

• Oversees employee benefits program and hospital insurance plans.
• Develops and implements hospital policy, including CVO/Controlled Substances and Health & Safety compliance.
• Monitors computer systems and works with HelpDesk to resolve technical system/equipment issues.
• Educates employees on hospital financial policies and procedures, medical protocols, and client
  compliance program responsibilities.
• Manages vendor relationships.

People Management

• Partners with the Managing DVM to address staffing needs including hiring, training, reviewing,
  and discipline of staff.
• Builds strong team by attracting and developing talent.
• Implements performance-based incentive and rewards and recognition program.
• Manages staff, including grooming and boarding staff (if applicable).
• Tracks and maintains current licensures for all DVMs.
• Completes employee orientation, training and performance appraisals.
• Coaches and mentors employees and identifies continuous learning and skill building needs.
• Mediates conflict in a timely manner and maintains employee morale.

Client Services

• Demonstrates and reinforces the highest level of client service.
• Resolves client issues and escalations and oversees client follow up communications.
• Performs quality checks and reviews of client files.
• Drives client visits through strategic communication and local marketing efforts (i.e., Community).
• Trains staff on client service initiatives and uses client visit growth best practices.
• Oversees client follow-up procedures, including reminders and call backs.
• Utilizes client service initiative measurements to evaluate hospital and staff performance.

Financial

• Ensures payroll is accurately completed and submitted for all hospital staff.
• Manages accounts receivable and cash on hand including performing invoice audit reviews.
• Manages hospital inventory and controls facility and administrative costs.
• Performs other duties essential to the performance of the hospital as assigned.
• Reconciles daily cash and monitors the petty cash.
• Continually drives revenue and manages costs to budget.
• Performs invoice audit reviews.
• Processes DVM production payments.
• Utilizes and implements the NVA Incentive Bonus Plan to meet hospital goals