Gentle Care Animal Hospital - Practice Manager

Practice Manager

About Gentle Care Animal Hospital:

At Gentle Care Animal Hospital, we believe gentle care truly is better care. Our team is committed to providing compassionate, high-quality medicine in a calm, welcoming environment where pets and their families feel supported and understood. Serving the Forest and Lynchburg communities, we focus on building long-term client relationships while delivering thoughtful, thorough small animal care. We are proud of our collaborative culture and the trust we've built within our community.

Position Summary:

The Practice Manager is responsible for the overall success of their hospital's daily operations, ensuring exceptional patient care, client service, and business performance. This role serves as the driving force behind a positive, high-performing culture that aligns with VetEvolve's guiding principles of Serve, Evolve, and Trust.

The Practice Manager maintains a clear focus on operational excellence and team engagement while fostering strong relationships across all levels of the organization. With a balance of empathy, accountability, and business acumen, this leader keeps VetEvolve's mission and values at the forefront of all decisions, communications, and strategic initiatives.

Using excellent communication, organization, and time-management skills, the Practice Manager creates a cohesive, collaborative, and compassionate environment where the team and clients feel valued and where pets receive the highest quality care.

The Practice Manager works closely with the Regional Manager to execute regional initiatives, achieve financial and operational goals, and contribute to the broader success of VetEvolve's network of hospitals.

Primary Responsibilities:

• Own hospital-level results across revenue, labor management, client satisfaction, and operational efficiency, reporting regularly to the Regional Manager.
• Manage all aspects of hospital operations to ensure smooth, efficient, and high-quality delivery of patient care and client service.
• Oversee employee time and attendance, review and approve payroll hours, and ensure timely submission for processing.
• Monitor payroll costs and track actual results against budget, identifying opportunities for efficiency and optimization.
• Coordinate all accounts payable activities, ensuring timely and accurate communication of information to the bookkeeper.
• Lead proactive inventory management processes by monitoring stock levels, verifying pricing accuracy, minimizing outages, and communicating updates to the team.
• Partner with the Regional Manager to align inventory performance with budget goals and vendor incentive programs.
• Develop and manage staff and doctor schedules to balance patient flow, client needs, and team workload while minimizing overtime.
• Partner with veterinarians and support leaders to recruit, interview, hire, onboard, train, and evaluate team members across all hospital departments.
• Foster a positive, engaged culture by promoting teamwork, morale, and alignment with VetEvolve's mission and core values.
• Oversee day-to-day operations across both the front-of-house and treatment areas, ensuring a seamless client and patient experience.
• Maintain open communication with veterinarians to continually improve medical quality and client service; facilitate doctor meetings and share updates with the team and Regional Manager.
• Conduct regular team and department meetings to share updates, celebrate wins, and reinforce operational and cultural goals.
• Handle client concerns and complaints promptly and professionally, collaborating with veterinarians on any matters related to medical standards of care.
• Execute approved local marketing initiatives and social media strategies developed in partnership with the Regional Manager and Marketing team.
• Organize and participate in community events to build relationships, strengthen client loyalty, and enhance the hospital's local presence.
• Serve as the primary contact for Practice Management System (PMS) vendors; troubleshoot system issues and proactively identify opportunities to optimize utilization and efficiency.
• Monitor and maintain medical equipment to ensure functionality, compliance, and readiness for patient care.
• Maintain compliance with all local, state, and federal regulations, and promptly address or escalate any safety or licensing concerns to the Regional Manager.
• Regularly review practice performance metrics (P&L, labor, production, and client satisfaction) with the Regional Manager to identify trends and implement corrective actions.
• Collaborate with cross-functional partners to ensure hospital operations align with VetEvolve standards.

Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field preferred, or equivalent combination of education and progressive veterinary practice management experience.
• Minimum of 3–5 years of leadership experience in a veterinary environment required.
• Demonstrated success managing teams, driving operational performance, and improving client satisfaction.
• Strong understanding of veterinary practice operations, financial drivers (P&L management, budgeting, KPI tracking), and compliance requirements.
• Proven ability to coach, develop, and motivate diverse teams while fostering a culture of accountability, engagement, and collaboration.
• Demonstrated success in delivering exceptional client experiences and fostering a consistent culture of service excellence.
• Experience managing multiple priorities in a dynamic, fast-paced environment while maintaining accuracy, organization, and sound judgment.
• Strong communication and interpersonal skills; able to build trust and alignment with doctors, team members, and leadership through professionalism and collaboration.
• Track record of identifying challenges, evaluating options, and implementing effective solutions that improve patient care, client satisfaction, and operational outcomes.
• Skilled in Microsoft Office Suite and practice management software, with the ability to leverage technology to enhance efficiency and reporting accuracy.
• Certified Veterinary Practice Manager (CVPM) designation preferred, or willingness to pursue certification.
• Ability to lift and carry up to 50 pounds and safely handle animals up to 130 pounds.
• Comfortable sitting, standing, walking, bending, and kneeling for extended periods throughout the workday.
• Professional, neat appearance consistent with hospital standards.

Continuing Education & Development

• Attend a minimum of two (2) Practice Management Meetings or workshops per year to foster collaboration and ongoing professional growth (pre-approval required by the Director of Operations).
• Participate in at least two (2) VetEvolve events annually (e.g., conferences, CE dinners, diligence meetings) to strengthen business understanding and connection across the organization.
• This role serves as a key developmental position for individuals aspiring to future multi-site leadership opportunities within VetEvolve.

Compensation and Benefits:

• We offer a comprehensive benefits package that includes medical, dental, and vision coverage. In addition, employees are eligible to participate in our 401(k) retirement plan. Other benefits include paid time off, paid holidays and access to employee assistance program.

Hours:

• Must be able to work a flexible schedule and be available for scheduling during all hours the practice is open to support hospital operations

Travel Requirements:

• Minimal travel (0–10%); occasional travel within the region for meetings, cross-training, or events as required/approved.