Urgent Care Practice Manager

The practice manager is responsible for balancing efficient operations with quality patient care and exceptional client services through the day-to-day activities of the urgent care services, including: supervising support staff, along with their schedules; oversight of inventory and supplies; and monitoring safety and security procedures. This is a key leadership position with the additional responsibility of ensuring a positive work environment in which the urgent care practice maintains alignment with AERC’s overall mission and vision.

VETERINARY ADMINISTRATION

• Fosters a positive and productive working relationships with the leadership team.
• In coordination with the General Manager, hires and manages support staff for Urgent Care practice.
• In coordination with the Operations team, provide support for building, internet, and network functionality.
• Ensures support staffing levels are balanced with caseload trends to maintain appropriate labor cost.
• Ensures Standard Operating Procedures are updated as needed for areas of responsibility; oversees staff compliance with practice protocols.
• Coordinates staff growth with the VTDM (Veterinary Technician Development Manager).
• Is accessible to staff while maintaining a professional relationship.
• Takes an active role in staff meetings.
• Oversees the creation, retention, and disposal of required veterinary records; establish internal operating procedures to ensure accuracy and completeness of veterinary records and reports.
• Maintain appropriate levels of medical supplies and equipment; notify the appropriate Director or Manager, of any issues.
• Ensures overall organization and cleanliness standard are maintained at all times.

 CLIENT RELATIONS

• Promotes a client-centered environment and facilitates programs and processes that meet client needs.
• Fosters relationship with referring practices.
• Ensures processes are in place to address client concerns in a timely fashion (on-site client/patient); facilitates resolution of client concerns by addressing issues or escalating to the appropriate Leader (Doctor, Director, or Partner).

• Communicates objectives, motivates staff, fosters and maintains morale; maintains core values and standards.
• Promotes cooperative working environment among staff members; understands the value of teamwork; shows enthusiasm and willingness to perform as necessary to help the practice function as a unit.
• Understands and carries out oral and written directions.
• Maintains positive, cooperative relationships with other employees.
• Promotes continuous quality improvement.
• Performs other duties as assigned.

EDUCATION AND LICENSURE REQUIREMENTS

• Bachelor’s degree in science, business, or related field; or equivalent experience.
• Certified Veterinary Practice Manager designation is desirable, but not required.

EXPERIENCE REQUIREMENTS

• Work exposure to all aspects of a veterinary urgent care practice, with demonstrated competence in staff leadership, scheduling, and hospital operations.
• Minimum three years working in a veterinary practice.

PERSONAL REQUIREMENTS

• Feel and express a genuine concern for animals and for working in an animal care environment.
• Must be able to work under the broad general administrative supervision of the partners, and collaboratively with doctors, and to be able to use sound personal judgment in selecting methods, establishing priorities, and arriving at conclusions.
• Must be able to tactfully demonstrate “take charge” capabilities.
• Must have a regular and consistent presence in the practice, including evenings, weekends, and holidays; willing to be available for operation-critical situations.
• Interact intelligibly, pleasantly, and efficiently with clients on the telephone and in person.
• Display tact and diplomacy with staff members and referring.
• Be flexible in attitude and work habits.
• Physical Effort: Work requires lifting and carrying records and equipment weighting up to 35 lbs; requires sitting or standing for extended periods of time.
• Working conditions: May be exposed to unpleasant odors, noises and animal feces. May be exposed to bites, scratches and contagious diseases.