We are offering the opportunity to become part of an established and well-respected local veterinary practice. Pieper Veterinary is in the unique position of being able to offer the resources of a large practice with the values and culture of a small, family-owned business. We are seeking a qualified candidate to lead and manage the Essex branch of Pieper Veterinary's practice.

Under policy direction from the Director of Operations and Chief Medical Officer, the Essex Hospital Manager provides operational and administrative leadership and ensures a high standard of patient, client and referral care for Pieper Veterinary – Essex. This is a very hands on role, and the ideal candidate should have a background working in veterinary medicine.

Areas of responsibility encompass efficient veterinary practice administration and operation, staff training and development, inventory and equipment management, and building and team safety and security. Additionally, the Hospital Manager will work collaboratively with the administrative team and other location managers to improve staff performance and growth, increase hospital efficiency, decrease stress and most importantly, foster a friendly team-oriented relationship between all hospital locations.

The Hospital Manager-Essex will be responsible for the overall administration of the practice. In this important role, the individual will oversee the daily operations of the hospital, thereby improving and maintaining the delivery of medical care to our patients and customer service to our clients.

Salary range: $60,000-$65,000/year based on level of experience, education, certifications, etc.

Leadership Requirements: As a member of the leadership team the Hospital Manager must consistently:

• Demonstrate reliability and commitment to the team and the hospital
• Treat direct reports and all staff members with respect and in a supportive manner
• Be an active problem solver, determine system improvements and help implement change
• Remain flexible to hospital needs
• Cooperate and pitch in to help wherever needed
• Communicate effectively to clients and team members
• Have compassion for animals and their owners and understands the stress that patients and clients endure.

Organization & Operations of the Practice

The fundamental responsibility of the Hospital Manager is to effectively use all available resources to provide the best possible patient care to animals treated/handled by the hospital, as well as to ensure the profitability of the practice

• Finance: In coordination with the Accounting department, ensure financial policies are followed (daily summary report, invoicing, fee structure, accounts receivables & payment plans).
• Inventory: In coordination with Central Inventory Supervisor maintain appropriate inventory system including controlled substance ordering, tracking, security and destruction. Assure adequate stocks of supplies are available.
• Equipment and Supplies: In coordinate with Facility Manager and System Administrator (IT) develop and implement necessary facility maintenance. Responsible for the quality control of supplies and equipment and ensure items are serviceable and readily available for use. Coordinate repair/maintenance of hospital equipment, building, grounds and supplies in accordance with resource limitations.
• Patient Care: Coordinate with Technical Director and Medical Director to ensure treatments and patient Care SOPs are followed. Recommend/present process improvement. Oversee the professional patient care among the nursing staff, both technicians and assistants. Complete medical incident forms when necessary.
• Policy & Procedure: Involved in developing and implementing hospital policies/procedures and risk management plans
• Medical Record Keeping: Establish internal operating procedures for administration of the practice to ensure accuracy and completeness of veterinary records and reports, format and compliance with the accepted hospital practices.
• Industry Strategy: Acts as a liaison for the practice and maintains a productive inter-functional working relationship with the professional Management Team (Operations, IT, HR, Finance). Actively participates in the overall company strategy by planning and completing action plans, determining system improvements, evaluating and re-designing processes, establishing and communicating service metrics, and identifying industry service trends.
• Availability: Must be reasonably available (via text or phone) and responsive to managers, duty doctors and practice leadership during off-duty hours as needed to support ongoing practice operations. This includes instances associated with severe weather warnings or other emergency situations when limited staff are available to ensure proper operation of the hospital.

Human Resources

• Hiring/Training: Works cooperatively with HR and hiring supervisors to recruit, interview, on-board and assign tasks to team members.
• Scheduling/Staffing: Maintains a system that ensure adequate coverage for all accountable areas, minimizes downtime and overtime. Ensures adherence to policies regarding scheduling, wage salary administration, performance management, attendance, and punctuality.
• Hospital Leadership: Provides leadership through example and supervises daily work assignments. Utilizes quality management, performance evaluation and administration of progressive discipline as needed.Work well with all employees and ensure that your actions support the hospital, the doctors, and the practice philosophy. Designates and mentor s other Leads as necessary.
• Performance Evaluation: Responsible for communicating job expectations, evaluating performance and team contributions, planning and reviewing compensation actions, enforcing policy and procedure, and providing feedback, documentation and progressive discipline as needed.
• Team Meetings: Conducts leadership meeting, coordinates quarterly all staff meetings and supports Supervisors and Department Heads in team meetings.
• Conflict Resolution: Provides effective conflict resolution as needed between staff, coaches and participates in giving and receiving direct feedback, and disciplines and discharges employees when necessary. Works with Human Resources to resolve complex personnel issues.
• Teamwork Environment: Builds and maintains respectful, positive working relationships with staff, supervisors, and the public by communicating effectively, listening actively, practicing empathy and patience, and motivates the team to collaborate.
• Staff Record Keeping: Maintain confidential employee records and appropriate confidentiality of sensitive information.

Marketing & Client Relations

• Quality Control: Develops and maintains high standards that promote efficient and professional patient and client service care and coordinates directly with supervisors to ensure standards are implemented.
• Marketing & Client Education: Makes recommendations and coordinates with marketing department on the internal and external marketing activities as well as client education materials, which include practice promotional items, website content, social media content and community outreach.
• Client Complaints: First responder to client complaint and questions. When necessary, enlists the Medical Director and/or Hospital Director.Rectify financial issues that arise between Pieper Veterinary and its clients. Communicate with Finance when necessary to determine when special financial agreements are appropriate.
• Our VIP: Responsible for creating and overseeing VIP client service standards for rDVMs and other veterinary community leaders in regards to medical boarding, second opinion and urgent care
• Client Outreach and Retention: Monitors client retention and reports on client feedback. Develops and manage client reminder system as well as new client programs.

Facilities and Safety

• Regulations: Ensure compliance with regulatory agencies and laws. This includes but is not limited to OSHA, DEA, EEOC, ADA, and the Department of Labor. Develop and maintain procedures necessary to meet regulatory requirements.
• Hospital Cleanliness: Arrange and/or provide for cleaning, security and health and safety and maintenance of the practice. Ensures staff follow procedures associated with hospital cleanliness and infectious disease control.
• Rabies Protocol: Ensure rabies submissions follow protocol and results are reported in a timely fashion

Skills & Knowledge

• Understanding of the critical balance between the administrative and clinic functions in the veterinary health care delivery system and the ability to coordinate and control programs and resources to achieve a balance.
• Ability to apply the specialized principles and practices of veterinary practice management in directing the daily operation of this practice, thereby allowing the practitioners the time necessary to carry out their profession.
• Knowledge of hospital procedures outlined in the employee manual as well as those that are implied (reasonable expectations).
• Requires ability in problem-solving - decisions involving veterinary expertise will be reserved for the practitioners.
• Demonstrates initiative and self-motivation to follow through on all responsibilities in a timely manner.
• Strong computer skills including MS Office (Word, Excel), email.
• Knowledge of principles and processes for providing client and personal services. This includes client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.
• Strong communication, leadership and motivation skills. Ability to direct, guide and assist a group of individuals including effectively solving problems dealing with staff conflict to personnel issues and performance.
• Ability to show unbiased judgment when managing people and make fair and just recommendations in regards to personnel issues and/or disciplinary action.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Critical thinking - Understanding logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• 3 years of supervisory experience and college degree preferred. An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.

Essential Functions:

• Ability to effectively use all available resources to provide the best patient care as well as ensure the profitability of the hospital.
• Ability to communicate well, provide strong leadership and motivation to direct, guide and assist a group of individuals including effectively solving problems.
• Regular attendance and timeliness are essential.
• Ability to plan and organize all veterinary administration and personnel activities.
• Oversee the preparation, maintenance and disposition of required veterinary records and other correspondence.
• Establish inventory control system and manage supply activities.
• Serve as a financial manager in handling budgets, advising the practitioners, dealing with clients regarding financial issues.
• Market the hospital as necessary to initiate new programs and educate clients of services available.

Benefits:

• Paid time off
• Relocation assistance
• Referral bonuses
• Insurance: health, dental, vision, and disability
• 401(k) plan with employer match
• Generous employee pet discount
• Employee Assistance Program
• Annual uniform allowance
• Comprehensive one-on-one client service classes and hands-on training
• Continuous learning via in-house training seminars and reference material
• Employee appreciation events and activities
• Many opportunities for internal transfer and promotion

Pieper Veterinary considers applicants for employment without regard to, and does not discriminate on the basis of, an individual s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Pieper Veterinary discriminate on the basis of sexual orientation or gender identity or expression.