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Senior Practice Manager

Reporting To:  Director, Operations

Team Members: All DVM & non-DVM team members at the home clinic, and all Practice Managers and DVMs at clinics within the assigned region 

The Senior Practice Manager serves as the acting Practice Manager at their home clinic while also overseeing the day-to-day operations of additional practices within their region. The Senior PM leads and coaches Practice Managers and team members, ensuring exceptional client care, patient welfare, and operational efficiency. This role requires a compassionate leader with strong organizational skills, a commitment to excellence, and a passion for fostering talent within our team. 

Responsibilities: (including but not limited to) 

Our Clients 

● Build positive client relationships through remaining calm in all circumstances, displaying genuine care and compassion towards clients and their pets, being respectful in all interactions and providing exceptional customer service. 

● Use empathy, problem-solving skills and de-escalation skills to promptly resolve client issues or concerns. 

● Manage the Practice social media presence through monitoring online sites, responding to online reviews and publishing social posts as required. 

● Responsible for ensuring team members deliver a high standard of client care. Involves confirming appointments, providing patient status updates and accommodating appointment requests. 

● Ensure the practice team members have the skills and proficiency to answer client questions and provide knowledgeable product information regarding merchandise, pet grooming aids, food supplies and other non-medical items available to purchase. 

Our Patients 

● Approach, greet, handle, and treat animals with kindness, compassion and patience. Involves contributing to an environment in which animals feel safe and secure. 

● Ensure Practice compliance with standard operating procedures, hospital protocol and all regulatory authorities. 

Our Practice 

● Manage the Practice team scheduling program. Involves creating and publishing an effective online schedule, that is aligned with budget, at least three months in advance, approving payroll, approving vacation and scheduling locum doctors as needed. 

● Conduct accounting and payable responsibilities including recording daily sales in the accounting system, processing incoming bills, reviewing payable ledger, and processing rebate cheques. 

● Oversight of inventory management. Involves escalating replacement equipment proposals to the Regional Manager, reviewing and approving Practice supply purchases, verifying invoices, submitting approved purchases for payment and ensuring the team utilizes the practice management program to manage inventory levels. 

● Proactively problem-solve, seek answers or information. May involve liaising with the Regional Manager and other VetCare team members for information or guidance. 

● Monitor performance against established monthly key performance indicators.

Our Team 

● Provide on-going, timely and effective constructive feedback. Involves providing team members with clear performance expectations and feedback in a manner that is respectful, builds confidence and maintains self-esteem. 

● Provide team members with ongoing coaching, cross-training, mentoring and training opportunities in order to set them up for continued success. Involves collaborating with team members for bi-annual performance check-ins and working with team members to develop goals and ‘success paths’. 

● Manage the recruitment, onboarding and training of new hires as well as completing tasks related to team member departures. 

● Communicate ideas, express opinions and respond to team members in appropriate and respectful ways. Involves using upbeat tone, displaying positive body language, actively listening and understanding the value of differing opinions or ideas. 

● Approachable and a natural leader who can build a team, build morale, create a positive employee experience and smoothly sail through stressful moments. 

● Promote an environment of collaboration and respect where team members are encouraged to contribute to the success of the clinic and also able to share ideas and address concerns. 

● Contribute to the team as a whole by proactively offering assistance to others and willingly performing job tasks that team members need help with. May involve assisting with Client Care or administrative duties during times of increased business or team member absences; assisting Veterinarians in exam rooms performing basic triage; preparing and reviewing treatment plans/estimates and providing client education; assisting team members in keeping the Practice clean and well-maintained. 

Regional Support & Oversight 

● Oversee and coach Practice Managers and Practice level team members. We are passionate and committed to nourishing new talents and this position is critical to enable the performance of our team 

● Oversee and lead our day to day operations of multiple additional practices in assigned region 

● Manage deployment of our people and resources including budgets, facilities and inventory 

● Develop strategic business planning for clinics within the assigned portfolio

● Lead change initiatives and develop and implement clinic performance improvement plans 

● Lead the training and professional development and recruitment for our Practice teams 

● Develop, maintain and promote adherence to hospital policies and protocols

● Track, monitor and evaluate overall key hospital performance metrics

● Oversee scheduling of Practice team members 

● Oversee inventory to ensure appropriate stocking and pricing 

Position Requirements 

● Minimum of 3-5 years of veterinary experience in a Practice Manager role. A mix of leadership and experience will be considered. 

● CVPM designation or equivalent would be an asset. 

● Demonstrate your commitment to care in every interaction with clients, patients and team members. Utilizing the following VetCare values to always guide your approach and your discussions. 
o Come Together as One: We support each other as one VetCare team. 

o Always Focus on the Patient: We put the patient & client experience first. 

o Raise the Bar: We chase excellence & facilitate positive change. 

o Engage with Empathy: We explore the perspectives of others and seek understanding. 
 

● Intermediate computer skills and experience with the Microsoft suite of applications or their Google equivalents. 

● Excellent verbal and written communication skills. Appropriately expresses opinions and delivers information in a manner that is complete, clear, concise, organized and appropriate to the audience. 

● Skillful with recruitment and building effective teams. 

● Ability to be resilient and adapt in a fast paced changing environment.
● Excellent customer service skills. 

● Solution focused mindset. 

● Knowledge or principles of inventory management 

● Knowledge of provincial and national regulatory compliance standards.
● Ability to be gentle, quiet and patient with animals. 

● Ability to work independently without continuous supervision.