POSITION:Hospital Manager

DEPARTMENT: Hospital Operations

REPORTS TO: Field Operations Leader

DIRECT REPORTS: Clinical Support Staff, Client Service Representatives

FLSA STATUS: Exempt

SUMMARY: The hospital manager is the COO of their hospital, accountable for managing the team culture, pet family experience, financial performance, and growth of their site. This leadership position partners with the hospital’s clinical director - a lead veterinarian accountable for the clinical performance and mentorship of fellow veterinarians and support staff.

The hospital manager is a natural leader with a passion for animal care and teamwork. Our ideal candidate has had experience working in a dyad leadership structure and understands how clinical performance drives business outcomes. This person must thrive in a hands-on, entrepreneurial environment and embody VetnCare’s core values of: Curiosity, Problem Solving, Desire to Serve, and Together as One.

KEY DUTIES & RESPONSIBILITIES:

Pet family experience

• Uses outcomes data to identify and address root causes of gaps and identify and replicate/expand successes
• Nurtures systems, processes, and a team culture dedicated that provide pet parents with exceptional service
• Directly and thoughtfully investigates and resolves escalated client conflicts
• Reviews client surveys and online feedback daily and responds appropriately with a sense of urgency

Team engagement and development

• Maintains a professional, friendly, and accessible presence for all team members
• Anticipates staffing needs and in collaboration with clinical and operations leadership, implements and maintains the most effective and efficient staffing model for the hospital
• Partners with leadership and recruiting to source, assess, and hire exceptional talent
• In partnership with clinical and learning leadership, owns the onboarding and training of new teammates
• Partners with the Clinical Director to conduct regular assessments and identify knowledge/skill gaps
• Holds mandatory regular 1 on 1 check ins with team members to listen, learn, and provides feedback, including performance evaluations, and coaching.
• Partners with Ops leadership and HR to investigate team member complaints and incidents and develop and deliver corrective actions
• Partners with clinical leadership to track and maintain training programs, CE requirements, and DVM/VMD licensure requirements
• In partnership with clinical leadership, prepares and holds regular meetings with the hospital team to review results, provide local and organizational updates, celebrate achievements and close gaps

Hospital operations and performance

• Proactively manages scheduling, time off, and work assignments of DVMs and team to ensure stable operations and meet growth and revenue targets
• Maintains a clean, well maintained and welcoming hospital,appropriate inventory and supply levels and thorough safety and security protocols and systems
• Ensures accurate financials through diligent invoicing, record keeping, cash handling, payment processes and audits
• Co-leads daily rounds with clinical leadership
• Provides feedback and solutions to cross functional contacts to identify issues, bridge gaps, enhance services, and support the performance of the hospital (Ex: pricing, systems, workflows)

Internal and external community engagement and partnerships

• Partners clinical, marketing and operations leadership to promote and maintain a positive external reputation and presence for the hospital
• Nurtures positive and productive relationships with community peers across functions to share knowledge and adopt consistent best practices
• Organizes hospital recognition events
• Organizes community and networking events to build hospital reputation and establish key partnerships
• Proactively seeks out organizational information and manages change within the hospital

CORE COMPETENCIES:

• Excellent communication
• Strategic planning, thinking, problem solving, and communicating
• Financially and technologically literate & savvy
• Team leader - models good behaviors, empowers, motivates, supports, grows and holds team accountable
• Comfortable with and able to navigate ambiguity

QUALIFICATIONS & SKILLS:

• 3 years' of positive and productive site and team management experience in a service based industry
• Demonstrates clear practical l understanding how to grow revenue and client base
• Demonstrated ability to mentor and develop others
• Experience onboarding, offboarding, and delivering corrective action plans to employees
• Excellent technology skills including familiarity with the Google Suite of programs

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

VetnCare provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

For individuals assigned and/or hired to work in California, VetnCare is required by law to include a reasonable estimate of the compensation range for this role. A reasonable estimate of the current range for this position is $60,000-$90,000 dependent on experience.

This compensation range takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to skills sets, experience and training, licensures and certifications, education, and other business and organizational needs. Compensation decisions are dependent on the facts and circumstances of each case.