Job Description

Client Relations:

• Promotes a client-centered environment and ensures patients are provided the gold standard of medical treatment while in our care.
• Maintains the 5 C’s of VetCheck’s Core Values (Compassion, Convenience, Cost-Effective, Commitment, and Communication).
• Facilitates resolutions for client related issues.
• Determines when special financial agreements are appropriate and collects on any delinquent accounts prior to sending to collections.
• Coaching clients through grief and aftercare protocols in alignment with state and local regulations.
• Mediates relationships with other local general and emergency practices to ensure the best patient and client experience.

Human Resources:

• Ensure practice and employees uphold all policies, procedures, and protocols stated in the employee handbook.
• Maintain personnel files on W2 and contracted employees. Including individuals who have been involuntary or voluntary separated from VetCheck Pet Urgent Care Center.
• Interviews, onboards, and assists with training of new staff members.
• Provides phased training and helps staff plan for continued education; establishes and maintains veterinary medicine library based on doctors recommendations.
• Uses Pulse and WhenIWork to closely monitor employee time clocks, absences, and tardies.
• Process semi-monthly payroll through ADP. Ensuring all hours, earnings, deductions, and any benefits are calculated accurately.
• Reviews salaries and benefits yearly with the practice owner to maintain alignment with similar local veterinary hospitals.
• Collaborates with practice owners and doctors to create staff schedules one month in advance.
• Resolves scheduling conflicts to ensure each shift is fully staffed for the safety and well-being of patients and employees.
• Schedules and coordinates regular performance reviews of support staff.
• Documents all employee interactions (positive and negative) into employee personnel files.
• Partners with the practice owner to issue corrective action or performance improvement plans for support staff and doctors.
• Provides conflict resolution strategies in regard to staff related disagreements.
• Conduct exit interviews to collect feedback on ways to improve the employee experience.

Hospital Management

• Develops a schedule for hosital maintenance; contracts for and supervises all maintenance activities to ensure that practice medical standards are met.
• Maintains cleanliness and organization of lobby, exam rooms, treatment area, administrative offices, breakroom, etc. The facility should remain visually appealing to clients and staff at all times.
• Responsible for ordering and maintaining inventory such as: medications, catheters, syringes, needles, pill bottles, testing equipment, etc.
• Communicates with product representatives on a regular basis to facilitate equipment maintenance, additional training, inventory questions, or lunch & learn opportunities.
• Schedules mandatory staff meetings for additional training, establish hospital goals, and discuss monthly news.
• Communicates objectives, motivates staff, builds and maintains the VetCheck culture and morale.
• Promotes cooperative working environment among staff members; understands the value of teamwork; shows enthusiasm and willingness to perform as necessary to help function as a unit.
• Implements safety and security regulations and training for all staff members. (OSHA Safety Officer)
• Promotes continuous quality improvement.

Marketing and Finance

• Initiates marketing strategies through social media, local fundraisers or charity events, and supports local humane animal efforts.
• Promotes internal marketing programs to increase client/patient visitation.
• Assists practice owners by maintaining clinics Google Business accounts. Includes: reviewing and responding to reviews, updating business hours as needed, and monitoring email accounts for important information.
• Assists accountants to prepare budgets and financial statements.
• Reviews financial statements and performance indicators to discuss with practice owners and doctors.
• Set goals for hospital performance and design strategies to execute goals fully.
• Monitor and report on accounts payable and receivable.
• Maintain an inventory control system to assure adequate stocks of supplies are available; plans for periodic audits; negotiates best pricing.
• Prepare year end tax returns and year end documents for accounting purposes.

Requirements

Experience Requirements

• Minimum four years working in a veterinary practice.
• Work exposure to all aspects of managing a business with demonstrated competence in budgeting, financial reporting, inventory, staff management, and conflict resolution.
• Bachelor's degree in related fields preferred but not required.

Personal Requirements

• Positive attitude and willingness to coach and uplift others.
• This position requires full-time hours and all work must be completed inside of the clinic setting.
• Genuine liking for animals and working in an animal care environment.
• Must be able to work under the broad general administrative supervision of the Practice Owner, Director of Operations, and Director of Human Resources.
• Be able to use sound judgment in selecting methods, establishing priorities, and arriving at conclusions.
• May be required to work uncommon hours, holidays, and be subject to recall in emergency situations.
• Display tact and diplomacy with staff members and clients.
• Work in the constant presence of other staff members and clients.
• Be flexible in attitude and working habits.
• Physical Effort : Job duties require lifting up to 25 lbs. unassisted.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Professional Developement
• Life Insurance

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