Equine Veterinary Practice Manager

Chaparral Veterinary Medical Center is a predominantly equine referral hospital with ambulatory and small animal services offered throughout the greater Phoenix and Scottsdale area. We are the largest equine referral hospital in Arizona, offering specialty services for horses on a routine and emergency basis in surgery as well as internal medicine. We collaborate with other specialists including ophthalmologists, cardiologists, and dermatologists on an as-needed basis.

The hospital is fully equipped with a cooled, 12-stall nursing and intensive care unit, an isolation facility, standing MRI, nuclear scintigraphy, a full-service radiology suite (digital radiography, ultrasound, endoscopy), on-site laboratory and 2 surgery suites with a padded induction and recovery area allowing for assisted recovery from anesthesia. Newer practice vehicles and all equipment provided with access to portable ultrasound, digital radiography, ESWT, video endoscopy, etc... Our equine patients are comprised of performance horses of nearly every discipline.

We are searching for a Practice Manager to join our busy and growing practice. The Practice Manager is a leader and an integral member of the veterinary practice management team. The Practice Manager partners with the Managing Veterinarians to provide a smooth and profitable operation by driving revenue and managing costs while creating a practice culture based on high-quality patient care and exceptional customer service. Responsibilities include managing, planning, and coordinating the overall operations of the Practice and cultivating a supportive and collaborative team environment.

Duties and Responsibilities

Leadership and Planning

• Acts as a champion for change and identifies, documents, shares, and promotes best practices.
• Participates in the planning and budget maintenance process.
• Establishes goals for the practice and staff.
• Creates the practice schedule and manages labor costs to budget.
• Develops and executes growth strategy in conjunction with Managing Veterinarians and owners.

Operations

• Oversees employee benefits program and practice insurance plans.
• Develops and implements practice policy, including DEA/Controlled Substances and OSHA compliance.
• Performs quality checks and reviews of client files.
• Monitors computer systems and works with local and centralized IT resources to resolve technical systems/equipment issues.
• Manages a fleet of vehicles; assures maintenance is performed on vehicles and other medical equipment.

People Management

• Partners with the Managing Veterinarians to address staffing needs including hiring, training, reviewing, disciplining staff & maintaining employee files.
• Implements performance-based incentives and rewards and recognition programs when applicable.
• Manages staff, including ambulatory staff and satellite staff if applicable.
• Tracks and maintains current licensures for all DVMs.

Client Service

• Demonstrates and reinforces the highest level of client service.
• Resolves client issues and escalations and oversees client follow-up communication.
• Drives client visits through strategic client communication and local marketing efforts.
• Develops a strategic marketing plan to engage veterinarians in the community through various events.
• Manages the overall reputation of the practice through social media, online marketing campaigns, and local marketing and community efforts.

Financial

• Ensures payroll is accurately completed and submitted for all practice staff.
• Manages accounts receivable and cash on hand, including performing invoice audit reviews.
• Manages practice inventory and controls facility and administrative costs.
• Performs other duties essential to the performance of the practice as assigned.

Qualifications

• A bachelor’s degree in business or a related degree is preferred.
• 3-5 years of experience in a manager role, including customer service experience.
• Experience in a veterinary practice or equine/mixed animal practice setting in positions of increased responsibility is a plus.
• Multi-functional and multi-site operations including budget and labor management.
• Manage time and tasks appropriately and remain flexible with assigned duties.
• Supervisory and leadership experience.
• Reporting and data analysis.
• Problem-solving and resolution management skills.
• Oral and written communication skills.
• Basic computer skills i.e. Microsoft Office suite. Previous practice management software knowledge is preferred.
• Interpersonal skills with staff and clients.
• Customer service strategies and effective marketing techniques.
• HR policies and protocol development.
• Staff management includes coaching, developing, and motivating staff.
• Conduct performance appraisals.
• Delegate responsibility and achieve results with practice team members.
• Make decisions confidently and effectively.
• Model a professional and courteous manner with staff and clients.