Job Description

SUMMARY OF JOB PURPOSE AND FUNCTION

The primary purpose and function of the Practice Manager is to manage the hospital and ensure the highest quality of veterinary care, exceptional client service, associate engagement and maximum productivity of the veterinary medical team. The Practice Manager, in partnership with the Chief of Staff (COS), ensures good communication with clients, associates, field leadership, Central Team Support, and PetSmart, and partners with the PetSmart Store Director, Salon Manager, Training Manager and PetsHotel Manager (if applicable) to optimize growth of both businesses. The Practice Manager partners with the COS (if applicable) to operate an effective and productive hospital team, ensure a safe and engaging hospital environment, and improve both the medical quality and business performance of the hospital.

ESSENTIAL RESPONSIBILITIES AND TASKS

• Live and exemplify the Five Principles of Mars, Inc. within self and team.

• Partner with the Chief of Staff (if applicable) to manage the hospital as role models and champions of the Banfield brand to provide consistent high quality care and exceptional service to the most pets and clients and to maximize efficiency, productivity and profitability. Train the team on Banfield guidelines and practices and supervise associates to ensure compliance.

• Regularly supervise the team of paraprofessionals in the hospital, consisting of at least two associates and often more (the size of the paraprofessional team will vary by hospital depending on factors such as business volume and client needs).

• Oversee and train associates on professional, efficient and exceptional client service (lead by example), to include client education about Optimum Wellness Plans, preventive care, pet health needs, hospital services, marketing campaigns, and other related information; effectively resolve client issues.

• Follow all Banfield protocols and practices and be responsible for ensuring that associates achieve practice priorities while building our culture and brand.

• Identify potential “bottlenecks” and formulate solutions to remove barriers in medical operations that would impede the doctors from providing world class care.

• Partner with the Field Director and Chief of Staff (if applicable) to interview, select, train, develop, coach, mentor and, if necessary, discipline and terminate paraprofessional staff.

• Direct, lead and mentor the paraprofessional staff to realize their full professional potential and deliver outstanding, high quality medical care, client service and business results.

• Work with the Field Director to establish development plans (PDPs) for the paraprofessionals, and focus teams to deliver the practice priorities and exceed goals while building our culture and brand. Conduct frequent development discussions with paraprofessionals to construct compelling development plans and execute them.

• Effectively create and maintain paraprofessional schedules and work with Chief of Staff to schedule associates to meet client needs according to Banfield guidelines, while proactively planning time off and CE scheduling.

• Provide effective communication between associates, clients, field leadership and Central Team Support.

• Act as communications liaison, including holding routine hospital team meetings, sharing business information and messaging to all hospital associates, ensuring they remain informed, engaged and have opportunities to provide feedback.

• Provide inspirational leadership to the team by creating a positive professional relationship with the Chief of Staff, PetSmart associates, adoption center agencies, clients, field leadership and Central Team Support.

• Create a collaborative environment and develop an efficient, productive hospital team that provides the highest quality care and service to the most pets and clients.

• Develop annual planning, budgeting and hospital productivity levels for the hospital in partnership with the Chief of Staff (if applicable), Field Director and Director Veterinary Quality.

• Partner with area Field Director and Director Veterinary Quality to execute market objectives, goals, strategies and measurements (OGSMs).

• Participate in market level teams, discussions, and initiatives.  Partner with the COS to deliver outstanding financial results for assigned hospital.

• Manage and drive consistent revenue growth and profitability improvements in the hospital(s). Monitor all financial and operational metrics ensuring deviations from plan are addressed timely and appropriately.

• Manage daily operations of hospital(s) to deliver consistent performance in Optimum Wellness Plan growth, market penetration and client and associate retention. Manage overall labor costs while ensuring appropriate scheduling/staffing during all operating hours.

• Build hospital(s) to meet client convenience needs which may include 7-7-7 operating hours/days.

• Use proven methods to promote hospital(s) and Practice growth.  Responsible for cost containment, cash control/banking, loss prevention, office and medical supply ordering, and inventory management, maintaining acceptable Hospital Audit scores.

• Responsible with COS to develop a stable, trained and technically competent paraprofessional team.

• Responsible for ensuring all associates adhere to Banfield dress and grooming guidelines.

• Provide leadership to other area hospitals as needed throughout the market.

• Ensure compliance with all practice policies and procedures and with all local, state and federal laws.

• Other job duties as assigned.

SPECIAL WORKING CONDITIONS

• Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.)

• Client needs and work volume may often require more than 40 hours per week to complete essential duties of this job. This position often requires working weekends and evenings.

• The noise level in the work environment is moderately high.

• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.

• Requires ambulatory skills sufficient to perform duties while at hospital.  Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.

• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to reach and grasp, and visual acuity to use a keyboard, operate equipment and read information.

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion, exposed to anesthesia, radiation, biological hazards and medication/controlled substances.

• Some travel required, to assist other area hospitals as well as for vendor visits and associate education.

EXPERIENCE, EDUCATION AND/OR TRAINING

• Bachelor’s degree in business or related discipline preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.

• Three years related experience required (health care, veterinary profession, service industry, etc.), including direct supervisory experience (includes hiring, associate development, etc.)

• Banfield hospital experience and/or previous experience as a Practice Manager in veterinary medicine preferred.

• Veterinary technician certification, licensure, and experience preferred.

• Certified Veterinary Practice Manager (CVPM) or Veterinary Management Institute (CVPA) certification preferred.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER. Company Policy, Federal and State Laws Forbid Discrimination Because of Age, Color, Race, Religion, Sex, Disability, Sexual Orientation or National Origin.

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