Practice Manager

At Paw Springs Veterinary Hospital, we aren't just a clinic; we are a destination for wellness. Nestled alongside our Pawville locations, we’ve created a high-energy, supportive environment where "Feel the Wag" isn’t just a slogan—it’s how we operate. we strive to creating low-stress visits for our favorite four-legged locals, our mission is simple: making life better for pets and the people who love them. We’re looking for passionate people who want to do great work and actually enjoy their workday.

Job Summary:

The Office Manager is responsible for various day-to-day operations of the hospital to ensure the support staff and medical team is working together to achieve Paw Springs Veterinary Hospital’s mission in providing a superior experience for patients and clients. The Office Manager will support the Director of Veterinary Operations to develop and manage the team of support staff, manage operations to achieve hospital financial goals, promote efficient scheduling and workflows, and uphold medical standards.

Essential functions and responsibilities:

• Team Leadership and Managing Others
• Responsible for managing team, training, coaching, scheduling, and ensuring the integrity of the Paw Springs culture and work environment.
• Communicate regularly and effectively with team members; hold team meetings and one-on-one check-ins; receive feedback on improving the level of service as well as team member satisfaction.
• Acknowledge team member accomplishments; verbal and written recognition through communication platforms, provide “shout outs” during staff meetings, and through monthly team member appreciation events.
• Successfully coach and manage team member performance; participate in annual performance review and merit cycle; address performance concerns through proper coaching and corrective action processes.
• Ensure team adherence to all Paw Springs standards of conduct, work rules and policies, protocols and procedures, and safety standards.
• Support the overall operations and appointment flow by working as a client care or patient care team member when appropriate and as needed.
• Financial Success Responsibility
• Maintain accurate inventory and cost controls; ensuring cost control without compromising quality.
• Meet hospital financial objectives by maintaining financial literacy, maintaining cost control, effective team member scheduling, and scheduling according to doctor capacity and service mix goals.
• Partner with Marketing Manager and Junior Marketing Associates to attract clients by developing and implementing marketing, advertising, public and community relations programs; evaluating program results; identifying and tracking changing demands.
• Ensure accurate financial transaction records through practice management software and point of sale; maintain register, properly complete cash drops.
• Commitment to Health and Safety
• Ensure humane treatment of all animals for all service offerings; partner with Veterinarians and Chief Veterinary Officer to uphold highest standards of medical care, ensuring support staff compliance with protocols.
• Maintain safe, secure, and healthy facility environment by establishing, following, and enforcing sanitation standards and procedures; complying with health and legal regulations.
• Maintain high standards of cleanliness at all times; ensure compliance with daily, weekly, and monthly cleaning tasks.
• Work with maintenance partners to fix any damaged equipment, furniture, or fixtures in a timely manner.
• Ensure that Hospital assets (people, pets, and property) are treated with respect and care; maintain Hospital security systems and key inventory.
• Commitment to Outstanding Client Services
• Be a brand champion; conduct yourself in a manner that is in the best interest of Paw Springs, clients, and Team Members.
• Build effective relationships with clients, strengthening the patient and provider bond; encouraging team members to foster genuine and personal interaction with every customer.
• Encourage feedback and reviews, responding as appropriate; respond to and handle all client concerns or complaints; partner with Medical Team to resolve concerns or complaints related to medical care received.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications:

• Excellent interpersonal, team building, and customer service skills.
• Excellent problem-solving and time management skills.
• Excellent organizational skills and attention to detail.
• Proficiency with budget management preferred.
• Proficient with common computer, scheduling, and point of sale software required.
• Excellent verbal and written communication skills.
• Ability to manage team members, prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Ability to comfortably interact and handle dogs of varying sizes/weights, breeds, and in varying group sizes.

Education and Experience:

• High school diploma or equivalent.
• Associate or bachelor's degree preferred.
• Managerial and leadership experience required; management experience in pet related or service sales environment preferred.
• Experience as a Veterinary Assistant or Technician preferred.
• Excellent problem-solving, organizational, and time management skills.

Physical Requirements: Paw Springs Veterinary Hospital Team Members routinely perform the following physical demands. All Paw Springs Veterinary Hospital Team Members are expected to perform these physical requirements with or without reasonable accommodation.

• Stand and/or walk for up to 6 hours without a break.
• Kneel, bend, squat, and twist their body.
• Repetitively complete hand and arm movements; reach, grab, pull, and push objects.
• Perform duties in an environment with loud sounds from animals and smells from pet waste and cleaning chemicals.
• Lift up to 50lbs with or without assistance.