Veterinary Clinical Staff Manager - Columbia, MD

Job Description

Job Description

ABOUT VEG

In 2014, VEG was born with a mission to help people and their pets when they need it most. This meant challenging the status quo and fixing everything that was wrong with the ER experience. Since then, we've expanded rapidly, with hospitals nationwide open 24/7, 365 days a year, and created a better emergency experience—not only for people and their pets, but also for everyone who works here—our VEGgies!

At VEG we find a way to say yes to the career you want in veterinary emergency medicine. This means transforming how ER works, from our open-concept hospitals, where you can handle emergency cases of every kind (even exotics!) to our immersive, customer-focused experience, which helps us give people and their pets the care they deserve.

This also means saying yes to creating the greatest experience possible for our VEGgies. Yes to working in an environment where you can find your place and feel valued for the amazing work you do. Yes to having unparalleled opportunities for learning and mentorship so you can grow where you want to go in your career. And yes to making an impact here in ways you never thought possible.

VEG is a 2025 and 2026 certified Great Place to Work®.

THE JOB

The mission of a Clinical Staff Manager (CSM) is to ensure their VEG hospital has an effective support staff team who provide excellent patient care and embody the VEG way. CSMs  provide their VEGgies with equitable support, tools, resources, and autonomy necessary to create an environment of high medical quality and care so that VEG is the best hospital for emergency professionals who will brag about their jobs and make their friends jealous. CSMs collaborate with their local and regional leadership teams to build relationships between all departments and work together to implement VEG wide initiatives and achieve the hospitals' goals.

WHAT YOU'LL DO

People Empowerment and Development:

Recruitment

• Directly responsible for interviewing, hiring and training a diverse group of new VEG Credentialed Veterinary Technicians and Veterinary Assistants in partnership with the other leadership team members, particularly the Medical Director and Regional Support Staff Director
• Leads onboarding experience for new support staff team members in partnership with Onboarding and Hospital Manager

Leadership and Development

• Directly oversee support staff team and engage as an active and present leader across the hospital with all teams and all shifts
• Foster a learning culture to support learners at every level
• Responsible for educating the veterinary support staff team through formal education track and informal coaching by utilizing Technician Trainers and other training tools
• Serve as the initial point of contact for support staff concerns and seeks assistance from the hospital leadership as needed
• Address interpersonal conflicts in the moment that arise on shift, ensuring that interpersonal conflicts are not affecting workflow or patient care
• Liaise with the leadership to bridge gaps and unify team members
• Incorporates feedback from doctors in guiding the growth and development of support staff team members
• Lead the team of Shift Leads to identify areas for process improvements and present solutions in coordination with the Medical Director and Technician Trainer
• Participate in all group and leadership meetings to promote practice alignment
• Promote a culture of inclusivity and equitable treatment ensuring an environment free of discrimination and harassment for all VEGgies and customers. Promote awareness and proactively managing unconscious bias.

Maintain hospital people processes

• Recruiting (interview cadence, candidate feedback) - in coordination with Talent Partner 
• Onboarding activities, including maintaining contact with VEGgies pre-hire and creating a great first day/week/month experience (templated timelines, content and schedules) - in coordination with People Coordinator
• Training and Development (customized plans, documentation, resources)- all credentialed veterinary technician growth plans and development meetings in coordination with Medical Director and Technician Trainer
• HR Operations (complete bi-weekly payroll, complete I9s within 3 days, benefit enrollments, responsibly navigate leave programs and accommodations) - in coordination with Hospital Manager and People Partner
• Performance Management (meeting cadence, documentation, succession planning, accountability) in coordination with Hospital Manager and People Partner  
• May be involved in ending employment of a support staff team member, but works with hospital leadership at every step

Product:

Customer Experience 

• Partner with hospital leadership on workflow, the Spikes, the VEG Triage and the three dimensions of customer experience
• Assist with immediate customer concerns professionally and to the customers satisfaction and follow up with leadership for long term solution
• May assist with customer concerns related as requested by Hospital Manager

Process :

Develop and maintain key business processes related to: 

• Develop and maintain the support staff team's schedule and leave requests
• Organize student interns and externships in coordination with Veterinary Technician Program Relations Manager and Technician Trainer
• With the Medical Director, establishes expectations and maintain standards of excellence
• Work with the leadership team, including the Medical Director, to ensure the support staff team has the supplies and tools needed to be successful
• Work with leadership team and the Technician Trainer to address patient care issues and develop solutions
• Ensure best utilization of support staff team which is needed to offer the best patient and customer care in coordination with the Medical Director and Regional Support Staff Director
• Work with Technician Trainer and Regional Support Staff Director to ensure credentialed veterinary technicians maintain licenses
• Ensure efficient workflow of the hospital in collaboration with the leadership team
• Ensures downtime is optimized by the support staff team
• Host support staff team meetings

Performance of Hospital:

• Support the hospital manager in addressing staffing payroll and compensation decisions
• Ensure support staff payroll budgets stay within goals
• Develop a growth plan for maximizing financial investment
• Stay in tune with how the support staff team members are utilized on the floor, create a plan to pivot where appropriate
• Approve individual expenses of support staff staff, with budgetary oversight from Hospital Manager

WHAT YOU NEED

• 5+ years of experience in clinical veterinary technician role
• 2+ years of experience in a leadership role
• Must be enrolled in a Credentialing Support Program (CSP) and able to become a Credentialed Veterinary Technician for the state in which you will work within one year of employment. If unable to complete a credentialing program or pass the VTNE within one year, will not be able to remain in the position.
• Flexibility to work 5 days per week, to include weekends and holidays as part of a rotating schedule
• Must be willing to work in a noisy environment with strong or unpleasant odors
• Constantly works to develop their own leadership skills
• Flexibility to attend regional, national or local leadership and support staff meetings as required
• Ability to work well in a fast-paced environment with people from all backgrounds and different personality types

WHO YOU ARE

• Empathetic, instinctively taking a people-centric approach, whether supporting your colleagues or making an effort to understand different perspectives
• Have a sense of humility; acknowledging mistakes, sharing credit with others, and lifting up your team's' accomplishments
• Feel a strong sense of ownership over your work, taking responsibility for outcomes and staying committed to achieving long-term, impactful results 
• Curious by nature; you ask insightful questions and continuously seek out opportunities to learn and grow your skills and knowledge

HOW WE INVEST IN YOU

• Competitive compensation, including base and 401K match
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage, QPR training, and access to free therapy or counseling
• Depending on your role, you may be eligible for equity after one year of full time, active employment with VEG, so you can share in our growth and success
• A BIG focus on learning and growth, from VEG-created clinical and leadership programs to unlimited ER CE + travel stipend (no really!). Full-time credentialed VEGgies receive a $2,500/year travel stipend. Full-time uncredentialed VEGgies receive a $1,000/year travel stipend.
• Clinical student loan repayment so you don't need to worry about your student debt
• Paid parental leave; up to 12 weeks at 100% of regular salary and inclusive fertility and family-building care for all types of families
• Flexible work schedules to support your life outside of work
• Generous referral reward program, so our awesome people can bring in more awesome people
• And the little (big) things, like comfy scrubs, cool VEG swag, and food in the fridge for when you're hungry

DEI

At VEG, diversity is not just a word—it's a strength that fuels innovation and kindness. Our mission is "Helping people and their pets when they need it most." And we do that better when our VEGgies (employees) feel valued, respected, and empowered to bring their authentic selves to work. That's why we're devoted to creating an environment that reflects the diverse communities we serve—where different perspectives are not only welcomed but celebrated.

We are focused on providing equitable opportunities for growth, promoting inclusive decision-making, and ensuring that everyone's perspective is considered. Saying yes to VEG means helping us build a culture where your unique experiences and background contribute to a shared vision: being the world's veterinary emergency company.