Pleasanton Veterinary Hospital in Pleasanton, CA is seeking a Hospital Manger to join our practice.

Job Summary

The Hospital Manager is a leader and an integral member of the hospital management team. The Hospital Manager partners with the Managing Veterinarian to provide a smooth and profitable operation by driving revenue and managing costs while creating a hospital culture based on high quality patient care and exceptional customer service.

Job Duties and Responsibilities

Leadership and Planning

• Collaborates in a leadership role with the Managing Veterinarian as the “owners” of the hospital’s success.
• Creates the hospital schedule and manages labor costs to budget.
• Participates in the weekly, monthly and annual planning and budget maintenance process.
• Establishes goals for the practice and staff.
• Acts as a champion for change and identifies, documents, shares, and promotes best practices.
• Plans and leads employee meetings.

Operations

• Oversees employee benefits program and hospital insurance plans.
• Educates employees on hospital financial policies and procedures, medical protocols, and client compliance program responsibilities.
• Develops and implements hospital policy, including DEA/Controlled Substances and OSHA compliance.
• Performs quality checks and reviews of client files.
• Manages vendor relationships.
• Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues.

People Management

• Works with the Managing Veterinarian and DDO to oversee staffing needs including hiring, training, disciplining and terminating as required.
• Recruits new employees and participates in the selection process.
• Completes employee orientation, training and performance appraisals.
• Coaches and mentors employees and identifies continuous learning and skill building needs.
• Implements performance-based incentive and rewards and recognition programs.
• Mediates conflict and maintains employee morale.
• Manages front office staff including grooming and boarding staff.
• Tracks and maintains current licensure for all DVMs.

Client Service

• Drives client visits through strategic client communication and local marketing efforts (i.e. Community).
• Trains staff on client service initiatives and uses client visit growth best practices.
• Demonstrates and reinforces the highest level of client service.
• Manages client relationships; effectively resolves client issues and escalations.
• Oversees client follow-up procedures, including reminders and call backs.
• Utilizes client service initiative measurements to evaluate hospital and staff performance.

Financial

• Ensuring payroll is accurately completed and submitted for all hospital staff.
• Manages accounts receivable.
• Manages accounts payable.
• Reconciles daily cash and monitors the petty cash.
• Continually drives revenue and manages costs to budget.
• Performs invoice audit reviews.
• Manages inventory and oversees the semi-annual inventory process.
• Controls all facility and administrative costs.
• Processes DVM production payments.
• Utilizes and implements the NVA Incentive Bonus Plan to meet hospital goals.

Qualifications: Knowledge, Skills, and Abilities

Knowledge

• Supervisory and leadership experience.
• Multi-functional operations including budget and labor management.
• Customer service and marketing techniques.
• HR policies and protocol development.
• Staff management including: coaching, development, performance appraisals, and resolution management.

Skills

• Customer service best practices.
• Interpersonal skills.
• General management skills including reporting and data analysis.
• Problem solving and conflict management skills.
• Excellent oral and written communication skills.
• Organizational skills.
• Basic computer skills (Microsoft Office, Email, and practice management software knowledge preferred).

Abilities

• The ability to delegate responsibility and achieve results with hospital team members.
• Must be able to handle multiple tasks and remain flexible with assigned duties.
• Capable of championing change and driving innovative programs in the hospital.
• Must be able to work well in team environment.
• Capable of quality decision making.
• The ability to coach, correct, develop and motivate employees.
• Demonstrates excellent time and task management.
• Demonstrates professional and courteous presentation with staff and clients.

Qualifications: Education/ Experience

• Bachelor’s degree in business or related degree preferred.
• 3-5 years experience in a Manager role.
• 2-4 years customer service experience.
• Experience in a hospital setting in positions of increased responsibility a plus.

Equal Employment Opportunity

It is the policy of the company to afford equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, non-disqualifying disability or status as a disabled or Vietnam era veteran.