Job Summary: The Practice Manager is a key member of the Mission Veterinary Partners (MVP) hospital management team. This position reports to the Regional Operations Director and is responsible for the general management and oversight of operations at the specific clinic they manage. This position provides strategic and tactical leadership, counsel, and direction to the team at the clinic to ensure safe, efficient, therapeutic, and ethical patient care. Additionally, this position identifies and develops strategic growth opportunities, monitors performance, and implements strategies that align with MVP mission and values. Position has budget and P&L accountability.
How you'll make an impact:
- Maintain and uphold the Core Values and Mission Statement of MVP.
- Full supervisory responsibility for recruitment, hiring, promoting, retention, staff training and continuing education, performance development, performance management, salary adjustments, teammate relations, disciplinary actions, and termination of direct reports. Position has general, overall responsibility for teammate decisions within the clinic.
- Responsible for improving employee satisfaction 10%+ per year.
- Provide leadership to direct reports and strategic leadership to company; develop and foster a positive, fulfilling work environment within the division.
- Position has responsibility for hospital level trends impacting net promoter score.
- Responsible for delivering 5%+ organic revenue growth and clinic level Net Income of 20%+.
- Track metrics and success criteria including ROI for all activities and be able to identify areas of opportunity to grow the revenues and profitability of the clinic.
- Maintain awareness and knowledge of competition; proactively assess related SWOT (division strengths, weaknesses, opportunities, and threats); analyze and implement effective responses.
- Responsible for improving customer satisfaction and patient retention 10%+ per year.
- Responsible for the appearance of the clinic (exterior and interior) given the importance that perception has on the patient.
- Review, analyze, and address gaps in service excellence, policies, and/or procedures proactively; identify issues and implement solutions.
- Develop clientele management strategies including retention, ACT maximization, reminder system management and client care improvements.
- Develop positive work relationships with all levels of management and other departments; work collaboratively with field management, veterinarians and non DVM staff.
- Know, understand, implement, follow, and communicate to teammates all MVP employment policies and procedures, awards, and other opportunities within company.
- Identify and implement methods that enable all division teammates to excel in their assigned roles in a team environment; develop and foster a positive work environment.
- Review, analyze, and implement staffing plans that promote the most effective use of teammates.
- Follow and implement wage and hour laws, federal, state and local laws and regulations, Medicare, and legislation affecting employment; ensure compliance with all laws and regulations including Teammate Health and Safety Training Program and Mission Veterinary Partners healthcare clinical and safety standards.
Required Knowledge, Skills and Abilities:
- A minimum of three years' management experience, required.
- Preference will be given to B.A. Management or Leadership, M.B.A., CVPM and CVT/LVT candidates.
- Former veterinary experience is preferred.
- Must be confident around pets. Demonstrated commitment to MVP core values.
- Advanced computer skills and proficiency in MS Excel required; intermediate skills and proficiency in MS Word, Outlook, and PowerPoint required. It will also be necessary to become proficient in the use of practice management software.
- Demonstrated empathy and respect for teammates and patients.
- Ability to handle varied and sometimes difficult conditions: will be exposed to highly emotional situations, unpleasant odors, noises, and animal excrement.