Job Summary

The hospital General Manager is an innovative leader and key member of the veterinary hospital leadership team. The General Manager (GM) partners with the Managing Veterinarian (MDVM) and hospital leadership team to lead an efficient 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. We are looking for an experienced industry visionary that can assist this high volume/high growth hospital with current and planned growth. Given the management responsibilities and the face-to-face interaction with clients and employees, on-site attendance is considered an essential job function of this position.

Ideal candidates are analytical thinkers, experienced problem-solvers, and effective communicators with a proven record of accomplishment of success in operations management and people leadership.

Job Duties and Responsibilities

Hospital Operations

• Acts as a collaborative liaison between hospitals, NVA support center, and the Division Leader (DDO, DL).
• Acquires and maintains knowledge of organizational and local practice policies and procedures.
• Effectively leverages our practice management software and NVA support systems for reporting and training.
• Ensures proper staff scheduling/optimization.
• Analyzes and interprets operational reports and identifies areas for improvement.
• Implements and champions NVA initiatives as a change manager.
• Oversees employee benefits program and hospital insurance plans.
• Develops and implements hospital policy, including DEA/Controlled Substances and OSHA compliance.
• Performs quality checks and reviews of client files.
• Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues.
• Strategizes and works with Managing Veterinarian to implement and ensure best veterinary practices in medicine.
• Effectively manages multiple competing priorities and highly complex business and relationship dynamics to achieve positive business outcomes, engaging stakeholders through influence to generate buy-in.

Strategic Planning and Leadership

• Collaborates with the Managing Veterinarian and Division Leader (DDO, DL) to create an overall strategy and obtains buy-in and alignment with staff.
• Creates action plans, sets and manages goals, delegates tasks, and tracks performance.
• Sets productivity and financial targets for manager and lead staff, holding them accountable to achieving goals and structuring compensation to reflect achievement.
• Works with the Division Leader (DDO, DL) and hospital leadership to develop strategic plans (i.e., positioning in local market)
• Analyzes and improves systems, policies, and processes.
• Plans, organizes, and participates in regional meetings as needed.
• Acts as a champion for change and identifies, documents, shares, and promotes best practices.
• Leads the planning and budget maintenance process for the site.

Financial Management

• Analyzes the financial health of hospitals and diagnoses financial issues using appropriate reports.
• Leads the preparation and communication of the annual budget for the site.
• Oversees the management of costs, particularly labor. Responsible for the creation of the hospital schedule.
• Drives revenue growth.
• Ensures payroll is accurately completed and submitted for all hospital staff.
• Manages accounts receivable and cash on hand, including performing invoice audit reviews.
• Oversees hospital inventory management and controls facility and administrative costs.
• Performs other duties essential to the performance of the hospital as assigned

People Leadership

• Partners with the Managing Veterinarian and department leads to address staffing needs including hiring, training, performance-reviews, coaching, and progressive counseling.
• Coaches and develops others, providing the right tools, setting clear expectations, gives constructive and timely feedback.
• Rewards people for strong performance and takes action to address underperformance.
• Implements performance-based incentive and rewards and recognition programs.
• Creates energy and excitement around shared goals to build team and organizational commitment.
• Plans and conducts regular meetings and one-on-ones with all team members.
• Leads effective employee engagement efforts to improve and elevate engagement, resulting in strong retention and positive hospital culture.
• Tracks and maintains current licensure for all DVMs.

Client Relations

• Demonstrates and reinforces the highest level of client service.
• Resolves client issues and escalations and oversees client follow-up communication.
• Drives client visits through strategic client communication and local marketing efforts (i.e. Community).
• Models exceptional client service and holds team accountable for the same.
• Develops, champions, and oversees client acquisition and retention initiatives.
• Directs and oversees tactics for increasing new client visits.
• Effectively assesses the quality of service and provides direction for enhancing quality.

Core Values/Servant Leadership

• Demonstrates professionalism and composure always
• Deals constructively and proactively with own failures and mistakes.
• Acts with honesty and authenticity.
• Effectively communicates leadership beliefs; clearly defines and communicates vision.
• Creates a diverse and inclusive environment where open dialogue is encouraged.
• Addresses concerns in the hospital with humility, candor, and fairness.
• Understands audience and adjusts communication as needed.

Qualifications

• Bachelor's degree in business administration, operations management or related field, an MBA or master's level business education is a plus.
• Veterinary Medicine or Healthcare experience is a plus.
• ncluding leading a large team in multiple physical locations.

Knowledge and/or Experience in the Following Areas

• Experience developing and leading teams of 75 with multiple layers of employees as well as varying employee skillsets.
• Experience & a proven record of accomplishment successfully managing a P&L with revenue of $10M .
• In depth knowledge of diverse business functions and principles (e.g., supply chain, finance, customer service, optimizing workflows, SOO (Statement of Operations) reviews, etc.)
• Expert knowledge of data analysis and performance/operation metrics
• Acute financial analysis skills related to EBITDA, revenue, and cost drivers, and understanding business pro forma financial statements.
• Experience developing long term business strategies, ensuring employee policies are in compliance and applied with fairness and consistency.
• A commitment to a continuous evaluation of the efficiency of business operations according to organizational objectives while having the ability to anticipate and apply immediate mitigation plans to ensure a minimal impact during fluctuations in business or staffing.
• Ability to communicate effectively verbally and in written form. The role will require presentation and training to large groups of individuals.
• Ability to travel as necessary to division and NVA meetings.
• Basic computer skills i.e., Microsoft Office suite (Previous practice management software knowledge a plus).
• Ability to demonstrate above-average EQ and model a professional and courteous manner with staff and clients.
• Experience leading a site through a renovation or relocation a plus.