Job Description
Job DescriptionDescription:
The Practice Manager is responsible for the day-to-day management of hospital operations, ensuring the efficient delivery of exceptional patient care, exceptional client service, and a positive workplace culture. This role oversees all non-clinical hospital operations, including client care, veterinary assistants, liaisons, and technical support staff, while partnering closely with department leaders to ensure the hospital operates efficiently and consistently.
The Practice Manager reports directly to the Co-Founders and serves as the primary operational leader for the hospital's non-clinical teams. The Practice Manager is responsible for implementing hospital policies, managing daily operations, supporting employee development, maintaining operational standards, and ensuring alignment with Cerro Alto Veterinary Specialty and Emergency Hospital's mission, culture, and long-term goals.
The Practice Manager is expected to:
- Lead and manage all day-to-day non-clinical hospital operations.
- Directly supervise department supervisors and non-DVM support staff.
- Partner with the Co-Founders on hiring, staffing, budgeting, operational planning, and organizational growth.
- Oversee employee performance, coaching, accountability, and professional development.
- Promote a culture of safety, teamwork, accountability, professionalism, and continuous improvement.
- Ensure hospital policies, procedures, and workflows are consistently followed.
- Serve as a visible, approachable, and consistent leadership presence for staff, clients, and referring veterinary practices.
This is a five-day-per-week, in-person leadership position requiring a defined and consistent schedule to ensure visibility and accessibility across all hospital departments and shifts
Job Duties include but are not limited to
Team Leadership and Hospital Operations
- Provide direct leadership and oversight to all non-DVM staff and department supervisors.
- Coach, mentor, and evaluate department leads and employees through regular feedback and performance management.
- Ensure efficient hospital workflows, staffing coverage, scheduling, and resource allocation.
- Monitor operational performance and identify opportunities to improve efficiency, communication, and patient flow.
- Lead implementation of operational initiatives, process improvements, and quality improvement projects.
- Foster collaboration and communication across all departments.
- Maintain a visible leadership presence throughout the hospital.
- Partner with the Co-Founders on operational planning and execution.
Human Resources and Staff Development
- Lead recruitment, interviewing, hiring, onboarding, and orientation for non-DVM team members.
- Coordinate with the Co-Founders on doctor recruitment and leadership hiring.
- Conduct employee check-ins, probationary evaluations, annual performance reviews, and career development conversations.
- Address employee concerns promptly and professionally.
- Develop and oversee employee coaching, corrective action, and Performance Improvement Plans (PIPs).
- Ensure consistent enforcement of hospital policies, procedures, and employee expectations.
- Support employee engagement, retention, and leadership development initiatives.
- Maintain HR documentation and coordinate with payroll, benefits, and outside HR resources as needed.
Client Service and Community Engagement
- Oversee the client care team to ensure exceptional client service.
- Review and improve client communication standards, training materials, and workflows.
- Resolve escalated client concerns.
- Monitor online reviews and identify opportunities for service improvement.
- Build and maintain relationships with referring veterinary practices and community partners.
Operational Excellence
- Maintain hospital readiness, organization, and operational efficiency.
- Oversee inventory management, vendor relationships, and operational purchasing.
- Support OSHA compliance, workplace safety initiatives, and hospital protocols.
- Assist with budgeting, staffing forecasts, and operational planning alongside the Co-Founders.
- Track and report operational metrics to leadership.
Additional Responsibilities
- Perform other duties as assigned by the Co-Foundersin support of the hospital's mission, operations, and continued growth.
Requirements:
- Bachelor’s degree required
- Master’s degree and/or professional certification preferred (e.g., SHRM-CP, CVPM)
- Minimum of five (5) years of experience in hospital management, healthcare management, or veterinary operations; 24/7 operations experience strongly preferred
- Demonstrated experience leading leaders, managing complex HR functions, and navigating organizational growth and change
- Strong interpersonal, communication, and conflict-resolution skills
- Proficiency with HR systems, hospital software, and Microsoft Excel
- Working knowledge of labor laws, benefits administration, and employee relations best practices
Preferred Skills & Traits
- Empathetic, emotionally intelligent, and people-centered leadership style
- Strong organizational, analytical, and strategic planning abilities
- Comfort operating in a fast-paced, high-acuity, and emotionally demanding environment
- Commitment to continuous improvement and professional development
- Proven track record of building strong, engaged, and high-performing teams
- Genuine passion for animal care, client service, and community engagement
Performance Expectations
- Ensure staffing levels are aligned with operational needs, budgetary constraints, and hospital growth
- Effectively develop, support, and retain the Practice Manager and Assistant Practice Manager
- Improve employee engagement, job satisfaction, recruitment success, and staff retention within the first year
- Maintain full legal, regulatory, and policy compliance across all HR and operational functions
- Uphold a consistently high standard of client satisfaction, staff support, and operational excellence
Compensation:
- $100,000+ annually, depending on experience
Full Time Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Dental insurance
- Vision insurance
- Employee discount
- Paid time off
- Relocation assistance