Location: Citrus Heights and Fair Oaks, California
Type: Full Time
Preferred Education: 4 Year Degree
Salary: Depends on Experience
Mercy Pet Hospital is looking to hire a Practice Manager to join our team! Mercy Pet Hospital, Inc. consists of two privately owned and operated veterinary hospitals in the Sacramento, CA area.
The Practice Manager (PM) oversees all operations at both hospitals. The PM must hold the highest regard for maintaining a healthy, safe, and cohesive work environment while also maintaining legal and ethical continuity within the practice. We are seeking a PM who will lead by example and maintain a professional, upbeat demeanor. The PM is responsible for the success of the hospital in the following areas: benchmarking; client and staff retention; productivity; and profitability.
Management is headed by the practice owner/ hospital administrator whom you would be working closely with. A Medical Director, Inventory Manager, Office Manager for each location, lead technicians and Social Media Coordinator complete our management team as we work together to share the duties of running the hospitals.
The Sacramento area is centrally located with a short drive to San Francisco, Lake Tahoe or Napa Valley. An abundance of outdoor activities are available with many lakes and rivers close by. Sacramento has an active downtown with many museums, theatres, music venues and world-class restaurants for you to enjoy.
Preferred: CVPM, Bachelor’s degree in business or related field, or equivalent work experience
Typing Skills required
Computer knowledge required; comfortable with Word, Excel, Quickbooks, and use of communication tools such as Texting and email.
Preferred: 3+ years managing a veterinary practice
Previous HR and staff management
Sound judgement in decision-making
Capable of leading, managing, and coaching staff at all levels
Excellent interpersonal communication skills
Demonstrated competence in budgeting and financial reporting, reading and analyzing a P&L statement
Solid math and Excel/spreadsheet skills
The Hospital Manager must be able to:
Be flexible in work scheduling as the needs of the hospital are ever-changing. Be available by cell phone most times.
Be able to work proficiently in all areas/ job descriptions of the hospital (with the exception of Veterinarian and Hospital Administrator) and understand the duties of those positions.
Be attentive to the supportive needs of staff as individuals in the quest to build a team environment.
Be able to handle stress and maintain a professional demeanor at all times.
Be organized and able to proficiently work through a high work load.
Lead by example.
Physical Effort: Work requires lifting and carrying records, equipment or animals weighing up to 40 lbs and over 40 lbs with help; requires sitting and standing for extended periods or time.
Working conditions: May be exposed to unpleasant odors, noises and animal feces and urine. May be exposed to bites, scratches and contagious diseases.
Understand and apply the legal implications in the hiring process. Oversee and work with Office Managers to hire all staff (with the exception of veterinarians) and maintain a pool of qualified applicants to maintain an optimal staffing level at all times.
Maintains employee files
Handle or work with Office Managers in fair and consistent discipline to employees as necessary as well as all related documentation.
Responsible overseeing Office Managers or personally discharging or firing of staff members as well as understanding the legal implications during the process while making decisions accordingly.
Handle or oversee all staff scheduling promoting the best use of staff during peak hours as well as compensating the schedule for slower times.
Oversee or help prepare employee evaluations and keep documentation in the employee files.
Create an onboarding and educational plan for each individual employee annually along with the budgeting needs of the plan. Ensure that credentialed employees are meeting their educational requirements.
Implement and oversee all training programs related to employee training, including employee development, safety, OSHA, sexual harassment training, biomedical, and radiation training as well as all related documentation.
Plan and conduct all staff meetings in cooperation with Office Managers
Cover positions in the event of vacancies.
Set up and maintain the components of the staff benefits and health insurance programs.
Monitor staff productivity.
Ensures Workers Comp or Disability procedures are followed
Responds to employment claims
Initiates and manages payroll and related activities
Create, adjust and update procedures and protocols with veterinarians input as necessary to assure patient care and comfort meets the hospital standards.
Oversee appointment scheduling to accommodate case loads and ensure client needs are being met.
Create and maintain protocols that assure cleanliness, continuity of care, and a caring environment within our facility.
Continually review and modify systems and procedures to ensure optimal service to clients.
Follows the hospital's stated goals and methods for attracting and retaining clients
Carry out or delegate organization of all client correspondence including reminders, statements, thank you cards, sympathy cards, welcome cards, call backs, etc.
Monitor and address client complaints or issues.
Monitor and address client surveys.
Promotes internal marketing programs to increase client/patient visitation rate and engagement
Collaborates with Hospital Administrator to create, maintain and track campaigns
Promotes or oversees campaigns through social media platforms such as Facebook
Website/ Social Media/ Online-Store Management
Manage hospital website and update it regularly.
Maintain or oversee website Blog and update it regularly.
Monitor or oversee the maintenance of social media accounts, including but not limited to: facebook, pintrest and twitter.
Monitor online reviews of the hospital and provide responses when necessary.
Monitor Online-Store use and ensure staff compliance with online-store hospital protocol.
Ability to troubleshoot problems with medical or computer equipment to assess if it can easily be fixed or needs to be brought to the attention of the Hospital Administrator.
Works alongside office manager to oversee the schedule for hospital maintenance
Oversee/Coordinate/ Communicate all repair, maintenance and upkeep of the building, property, and equipment within the practice to Hospital Administrator and delegate to Office Manager when possible.
Maintains a facility that is visually appealing to clients and staff
Maintain a facility that follows safety guidelines for OSHA, HRS, Worker’s Compensation, Department of Regulations, Fire Department, and Security.
Meet with salespersons to keep up with clinics professional relationships and to be educated on available new products.
Monitor and ensure Inventory Manager is meeting their job description requirements and maintaining appropriate levels of “quantity on hand”, “reorder level”, and “reorder quantity” in the veterinary software.
Assist Inventory manager in setting weekly and monthly budget based off of previous week/ month numbers and maintaining within budget.
Complete and maintain CURES reporting in accordance with DEA and State regulations.
Set protocols that support the best use of hospital supplies to minimize waste.
Oversee the computer receiving process of drugs and supplies.
Assists in analyzing and interpreting financial data and KPIs for management, with an emphasis on identifying problems, trends, and forecasting the financial consequences of alternative decisions.
Track and measure income and expense categories; watch trends and troubleshoot concerns.
Participates in the planning and budget maintenance process.
Establishes financial goals for the practice and staff.
Ensures the timely preparation of financial reports, as requested
Carry out or delegate the end-of-day paperwork and deposits.
Oversee the review of end-of-day paperwork and cash drawer logs. Review for discrepancies, suspicious activity and understand how to troubleshoot the process.
Manage staff time-clock hours and run payroll through ADP or with the help from Bookkeeper.
Control Accounts Receivable levels by maintaining a tight AR system; keep staff trained on handling AR issues and questions.
Manage MPH Angel Fund Account and ensure proper use and accounting.
Process all bills by comparison to invoices received, troubleshooting discrepancies, logging for quickbooks entry and ensuring bills are mailed out on time.
Be able to discuss various strategies for fees and develop, monitor and update fee schedules.
Have a basic understanding of computer terminology and the necessary
hardware components of a networked computer system, including routers, different types of printers, back-up systems, portable computers and other media.
Understanding and proficient familiarity with Impromed Veterinary Software with the ability to manage or make changes in the system when needed.
Understanding and proficient familiarity of hospital e-mail system to oversee proper use and troubleshoot simple problems.
Be aware of the ethical requirements of a veterinary practice and the need to ensure that both professional and support staff fulfill their ethical responsibilities. Be aware of the AVMA’s code of ethics.
Be able to prioritize queries, requests and tasks on a short-term and long-term basis in the approach to the Administrator position.
Be able to fulfill other tasks that may be assigned by the Hospital Administrator.
Culture and Work Environment
Communicates the practice's values and mission to the team
Motivates staff, and helps build and maintain morale
Upholds core values and standards
Holds regular staff meetings, including a component of mandatory training on standards of service and standards of care
Promotes a cooperative working environment among staff members; understands the value of teamwork
Is enthusiastically willing to perform as necessary to help the hospital function as a unit
Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, other members of the staff and veterinary community
Mercy Pet Hospital is a family of two full-service, privately owned, progressive hospitals in the Sacramento Area. We strive to provide personalized, caring and efficient service for all of our patients and clients. We treat a wide variety of medical and surgical cases every day. We promote high quality care and regularly have Cardiologists, Radiologists and Acupuncturists visit the hospitals. We are a high-volume surgical practice, and routinely have Board Certified Surgeons in for more complicated cases. We promote dental health for all our patients. We have digital dental x-rays and updated dental equipment to help complete comprehensive treatments. We have current medical and in-house IDEXX lab equipment, digital x-ray, ultrasound, electrocautery, and more.
Our hospitals are very organized with well trained staff and RVTs. We hold regular team/ doctor meetings and encourage communication. We actively work to maintain an upbeat and enjoyable work environment.