Description

Position Summary:

The Practice Manager is positive under pressure, has a passion for helping not only animals but also people and can offer an exceptional customer service experience. They have excellent communication, people skills and have the desire to promote and encourage those around them. This individual will monitor the purchasing for the hospital, analyze trends, and develop their staff.

The primary function and purpose of the Practice Manager is to manage the hospital and ensure the highest quality of veterinary care, exceptional client service, employee engagement and maximum productivity of the medical team. This includes management of staff, cost of goods sold (COGS), working with DVM staff to drive patient care, and delivering a positive client experience. 

The Practice Manager collaborates with their Regional Operations Specialist and Veterinary Partner to build the hospital’s brand and grow the client base, all while focusing on pet and client satisfaction and maintaining a positive culture for staff and DVMs. 

Responsibilities:

Daily

• Auditing and processing invoices to ensure pricing and billing is accurate.
• Ensure that calls are being made to clients that have missed their appointments or have not come in for an appointment in a regular cadence
• Review appointment schedules to determine staffing for the needs of the hospital by creating schedules in advance and evaluating volume trends.
• Verify client communication reminders are being delivered to our clients and that the messages being sent through the reminder system are being responded to accordingly.
• Completes daily reconciliation properly to ensure that the finance team has all required information.
• Verify all hospital email communications have been addressed and responded to timely and appropriately.
• Identify scheduling conflicts and formulate solutions to remove barriers in medical operations that would impede the doctors from providing exceptional patient care.

Weekly

• Analyze weekly trends and provide explanations for favorable/unfavorable results in revenue, visits, revenue per day, revenue per doctor day, visits per day, visits per doctor day, new clients, new clients per doctor day, staffing statistics, confirmation of tasks, and percentage to budget for a particular month.
• Oversee management of controlled substances using the tools and processes consistent with the DEA’s standards 
• Manage and process payroll.
• Manage inventory and supplies based on hospital needs and patient volumes.
• Monitor Cost of Goods actual spend vs budget. • Review the discount report for trends or missing data.
• Administer hospital accounts receivable in accordance with expectations.
• Collaborate with your social media lead to create innovative posts on your Facebook page. 
• Audit incoming and outgoing calls to ensure that client communications are meeting and exceeding expectations.
• Monitor patient volume to determine DVM success and opportunities.

Monthly

• Review the New Client Report to determine how many new clients we saw for the month 
• Analyze your Fill Rate to look for trends by day and/or DVM.
• Close out the month in your PIMS in accordance with Finance guidelines.
• Create staffing schedules for DVMs and paraprofessionals two months in advance.
• Conduct monthly team meetings and email your Operation Specialist team notes and acknowledgements
• Facilitate one-on-one meetings with your staff and appropriately document the conversations.

Requirements

Practice Managers are measured on the performance of the hospital in terms of growth in hospital performance: revenue, visits, new clients, client experience, patient compliance, staff development, and DVM performance. In addition, the Practice Manager needs to foster an inclusive and engaging environment while managing staffing and purchasing effectively.

• Create a positive culture 
• Increase new clients, pet visits and weekly revenue
• Tasks and responsibilities completed as instructed
• Analyze and have a proactive course of action based on the needs of various identified trends
• Leverage tools and resources to problem solve or drive employee engagement
• Successful cross-hospital and departmental collaboration to drive performance
• Control inventory and spending while ensuring that the hospital needs are fulfilled at all times

Experience and Education Required/Preferred

• High school diploma is required. Bachelor’s degree preferred.
• 3-5 years of management experience required. Preferably in the veterinary or hospitality industry.
• Experience with Microsoft software required (MS Excel, MS Outlook, MS Word)
• Ability to travel occasionally is preferred.

Skills Required:

The Practice Manager must be able to analyze and problem solve based on business needs and trends. Have strong communication skills to drive DVM satisfaction, staff engagement, and client experience. 

Specific skills include:

• Possess strong leadership qualities such as humility, empathy, vision, and time management 
• Leverage emotional intelligence to communicate at the level of the DVM, staff, and/or client
• Ability to communicate effectively and proactively with various levels of personalities
• Demonstrate self-awareness, effective communication skills, and ability to course correct immediately
• Capacity to inspire and motivate others to drive results, and build dynamic, high performing teams
• Maintains a high level of accountability for staff and self
• Manage all aspects of the hospital including DVM, support staff, inventory, and budget to maintain or grow hospital profitability
• Complete all expected tasks, projects, admin and finance requirements by utilizing time management
• Use critical thinking to problem solve through thoughtful assessment to determine the best course of action
• Have a combination of the veterinary industry, financial acumen, and business knowledge, or the capacity to learn all these necessary components
• Maintain a level of positivity, professionalism, and flexibility though adversity and/or challenges

ORGANIZATIONAL RESPONSIBILITY STATEMENT

In addition to the job-specific responsibilities listed above, all employees are expected to support and model SynergyVet Core Value Principles: Speak Truth, Choose Positivity, Serve Well, One it, and Always better! In addition, employees will be held accountable for knowledge and the practical application of these principles.

A culture where everyone can thrive!