Veterinary Practice Manager

Veterinary Practice Manager

Location: NVC-Nederland

Position: Full-time, Salary

About Us

Neighborhood Veterinary Centers provides compassionate and high-quality care to every pet that walks through our doors. Our mission is to inspire pride in the communities we serve, while raising the standard of animal care. NVC-Nederland is a16,000 sq. ft. facility delivering emergency, advanced soft tissue, orthopedic, neuro, and general wellness care for pets. Our facility is equipped with the latest technology and equipment that our industry has to offer.

Our team’s continuous dedication has rewarded us with remarkable growth, and NVC-Nederland now employees more than 70 employees. Our team’s success has not gone unnoticed, rewarding us as the winner of the “Best of the Best in Southeast Texas” for best veterinary practice and best veterinarian for five consecutive years.

Requirements

• At least 5 years of employment with applicable experience
• Can stay calm under pressure and support team during periods of high stress.
• Works efficiently and has strong time management skills
• Has a thorough understanding of each clinic positions’ job requirements and is available to fill in when needed.
• Invested in personal growth through CE or other opportunities

The General Practice Manager (GPM) is responsible for the day-to-day management and efficient operation of the General Practice division of NVC - Nederland.  The GPM reports directly to the Hospital Administrator (HA).  They directly oversee the General Practice (GP).  GPM is able to delegate responsibilities at their discretion; however, they remain solely responsible for ensuring that delegated tasks are completed.

Schedule

The GPM may be required to work irregular hours.  It is estimated that a minimum of 45 - 50 hours per week will be required. The GPM is subject to working overtime and weekend shifts; at least one weekend per month is required and, if other options have been exhausted, filling in for absent team members as needed. The GPM is available to take emergency calls overnight and on the weekends as needed.

General Expectations

• Directly oversee and manage the exam room technicians and reception teams.
  • Actively work with the teams you manage
  • Administrative/Teams work ratio should be 40/60
• Address and resolve client service issues, client complaints, and unfavorable reviews for the general practice

Human Resources

• Work with the HA, Operations Team, and other Managers to recruit, interview and hire new employees 
• Onboard new employees
• Manage personnel training and development programs including safety training
• Establish work schedules for staff
• Maintain GP doctor schedule 
• Manage Interns/Externs schedule and applicable preparations for their arrival.
• Contribute to/conduct monthly staff meetings
• Conduct annual employee performance reviews
• Mediate internal disputes between team members
• Discipline/discharge employees 
• Establish a positive work environment and culture
• Explore ways to keep staff engaged and motivated
• Fill out and submit Workman’s Comp claims and relevant paperwork.

Laws and Ethics

• In coordination with the HA and Operations Team, understand and ensure compliance with appropriate regulatory agencies such as AAHA and OSHA, including monitoring hospital violations and dangerous situations, documenting and reporting accidents and filing appropriate reports.
• Understand and ensure compliance with appropriate regulatory agencies such as the DEA, including appropriate record keeping as well as storage and disposal of controlled drugs according to DEA regulations.
• Understand and ensure compliance with Employment/Labor Law
• Understand and ensure compliance with the legal and ethical guidelines surrounding confidentiality of staff, clients and patients

Marketing & Client Relations

• Establish client communication protocols and facilitate client retention and satisfaction
• Monitor client retention
• Assist and manage client complaints. Record client complaints and end results in the patient experience google sheet.
• Obtain/report client feedback on service
• Respond to client questions
• Develop, manage and maintain any reminders needed for new products or services 

Organization of Practice

• Assist the Inventory Team in management of inventory and vendors
• Maintain thorough, accurate, organized and easily searchable files and records
• Maintain spreadsheet that lists all Vendor and Contractor information with logins shared with upper management 
• Contract for repair/maintenance of equipment, building, grounds
• Establish protocols for daily facility maintenance
• Establish policies for use of technology in the practice, including computer networks
• Act as a liaison between the practice and professional advisors (accountants, insurance agents, consultants)
• Maintain protocols for hospital procedures and risk management plans

Financial Management

• Work with the HA and Operations Team to analyze practice and financial reports
• Work with the HA and Operations Team to achieve budget goals and develop long-range fiscal plans
• Establish and enforce client and employee credit policies
• Work with the HA and Operations Team to conduct pricing analysis and monitor and update pricing
• Assist in oversight of daily and monthly banking procedures

Critical Competencies

• Decision Making 
• Integrity
• Critical & Strategic Thinking 
• Planning & Prioritizing 
• Oral Communication & Comprehension 
• Writing Skills 
• Analytical Skills 
• Compliance 
• Resourcefulness 
• Continuous Learning
• Resilience 
• Adaptability 
• Leadership