Hospital Manager

Overview

Join to apply for the Hospital Manager role at United Veterinary Care (UVC). Position at Bay State Veterinary Emergency and Specialty Services. The Hospital Manager reports directly to the Regional Director of Operations (RDO) to lead and manage the hospital and ensure the highest quality of medical care, unmatched client experience, associate engagement, and maximum productivity of the hospital team. The Practice Manager builds a long-term relationship with the hospital team, referring veterinarians and clients. The Practice Manager partners with the RDO, UVC Support team, Group Medical Director and Lead DVMs to operate an effective and productive hospital team, ensure a safe and engaging hospital environment, and improve the medical quality, client experience and business performance of the hospital.

Essential Duties and Responsibilities

• Partner with the Group Medical Director and Lead DVMs to manage the hospital as role models and champions of United Veterinary Care's brand to provide consistent high-quality care and unmatched client experience to the most pets and clients and to maximize efficiency, productivity, and profitability. Train the team on hospital guidelines and practices and supervise and train team to ensure compliance.
• Oversee and train the team on professional, efficient, and unmatched client experience (lead by example), to include client education, marketing campaigns, and effectively resolve client concerns.
• Identify potential obstacles or opportunities and formulate solutions to remove barriers in operations that would impede the team from delivering excellent care and experience.
• Partner with the Recruiting manager, People Team, Lead DVMs and Group Medical Director to interview, select, train, develop, coach, mentor, and if necessary, discipline and terminate team members.
• Work with team leads to create development plans for team members and ensure training and development to deliver the Vision and Mission of UVC.
• Ensure that support staffing and schedules align with veterinarians' work schedules to ensure proper coverage to meet client needs and proactively plan PTO (paid time off) and CE (continuing education) scheduling within the limitations of the hospital budget.
• Develop annual planning, budgeting, and goals for hospital productivity levels in partnership with Support team, RDO and hospital leadership.
• Provide effective communication between the hospital team, clients, RDO, Group Medical Director and Support center teams.
• Provide training and support on UVC systems, technology, and support functions.
• Provide, coaching, mentorship, and training on exceptional client experience in the hospital.
• Build collaborative relationships, including strong professional relationships with UVC team members, referring veterinarians, clients, and the community.
• Hold weekly meetings to support the Team Leads and leadership of your hospital(s).
• Consistent and regular communication with Group Medical Director and RDO
• Weekly / Biweekly calls; reviewing performance through Hospital Score Cards, Power BI, Financial Statements.
• Monthly calls reviewing Financial Performance, Medical Quality, Client Experience KPIs (key performance indices).
• Quarterly Action plans for the hospital that are reviewed regularly.
• Ensure that all client concerns are addressed and resolved in a timely manner.
• Development on KPIs : Labor – % of revenue; Efficiencies of labor; Revenue vs LY (last year); Work closely with the hospital team to maximize efficiency; Maximizing patient volume; New clients through RDVM outreach and marketing; Ensure Phone etiquette as well as client reviews are reviewed, and training is instituted as needed.
• Cost of Goods; Work with Resource Optimization team & RDO.
• Other duties as assigned.

Qualifications / Requirements

Physical Requirements

Core Values

Definitions

Benefits

United Veterinary Care (UVC) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, transgender status, national origin, citizenship, age, disability or military or veteran status, or any other legally protected status. UVC is an Equal Opportunity Employer. Minorities / Women / Veterans / Disabled.

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