Hospital Manager, Animal Urgent Care North East - Ethos Veterinary Health

• Oversee Client Experience schedule to ensure consistent coverage. Delegate daily scheduling and lead duties to team members as team develops.
• Lead regular team meetings to share ideas for improvement, enhance team skills, outline roadmap for new initiatives.
• Full ownership of support staff scheduling, including writing on-call management schedule, helping to get shifts covered for illness/absenteeism, etc. Works closely with Operations Manager (OM)/Medical Director (MD) to edit schedule to meet business and team needs.
• Supervise day-to-day work activities and keep consistent operating procedures.
• Partner with Operations Manager and Medical Director to build a collaborative team focused on the client experience with emphasis on consistent experience within the hospitals in Brighton, Park Hill, and Arvada.
• Provide leadership, motivation, development of team members and act as a role model.
• Leads by example with personal and professional growth goals and achievements.
• Commits to meeting regularly with Hospital Leadership to collaborate on hospital financial and cultural health, including creative solutions to challenges, statement of needs, and load-sharing.
• Responsible for hiring and developing team members who support a positive and client-focused culture. Support leads in interviewing and onboarding new team members with input as needed from OM/MD
• Ensure team members have the appropriate tools and resources to perform their duties and meet communicated goals.
• Promotes educational growth for all team members, regardless of experience level and skill set, including VetBloom portal assignments.
• Provide continuous guidance, coaching, and performance evaluations to ensure staff members meet objectives and deliver top-tier patient care.
• Works with HR Manager, Operations Manager, and Medical Director(s) to mitigate interpersonal and performance issues with team members.
• Full adoption and embodiment of AUC Team Agreements and Mission. Read and respond to all Ethos communication in a timely manner to ensure that policies, guidelines and recommendations are quickly communicated to hospital staff and adequate training follows if needed. Financial and Procurement
• Develop and manage the practice's budget, incorporating revenue forecasts, expense tracking, and financial reporting.
• Implement strategic initiatives to optimize revenue generation, minimize costs, and enhance profitability while considering the diverse range of services offered.
• Process financial transactions as needed. Invoice credits, adjustments, end of day and month reconciliation, and cash deposits.
• Participates in financial oversight of revenue and expenses for hospital.
• Assists in managing the day-to-day accounting and finance requirements (i.e., reconciling day-end reports, managing petty cash, administration of employee discounts, process client invoices/statements for payment, process refunds, provide resolution for client billing questions, and handles escalated client calls).
• Communicates with vendors as necessary regarding Accounts Payable & assist with Accounts Receivable with Financial Admin Support.
• Reconcile and stock Cubex, alert OM/MD of any concerning variance, support ordering needs for controlled substances in partnership with OM/MD and Inventory Manager.
• Works with Ezyvet, SmartFlow, PayJunction, Oracle, phone network, etc. to support the team with any issues. Training and mastery of all hospital software as well as early adopter mindset for new applications is required for positive hospital culture. Client Service
• Establish operating standards that deliver exceptional client service. This includes analyzing client journeys and providing recommendations for improvement.
• Set objectives, review KPIs such as client satisfaction, referral statistics, and repeat customers, and develop action plans to ensure meeting of the outlined company goals
• Understand, participate in and support planned marketing events and programs and ensure that the hospital staff utilizes marketing tools and materials and events and programs.
• Collaborate on innovative ideas and initiatives that drive towards client experience goals.
• Handle Client complaints and escalations to a mutually beneficial resolution with input and support from MD/OM and any additional involved employee parties.
• Partners with all hospital team leaders to problem-solve and ensure that client’s needs are exceeded, and that optimal patient care is delivered on a consistent basis.

• Passionate individual focused on client experience and team development.
• Bachelor’s degree or higher education in Hospitality, Communications, or Finance preferred
• Willingness to share on-call management shifts with the rest of the leadership team (roughly 8-12 shifts per month on average and mostly handling calls)
• 5 years' experience in veterinary medicine preferred, 2 years minimum.
• 3-5 years in a supervisory/management role preferred.
• Knowledge of financial budget management.
• Possess an elevated level of emotional intelligence and interpersonal skills.
• Excellent written and oral communication skills.
• Excellent organizational and problem-solving capabilities.
• Proficiency in Microsoft Office, scheduling software, and veterinary management platforms preferred. Willingness and drive to learn any new programs.
• Ability to plan, organize and effectively present ideas and concepts.
• Ability to take information obtained from clients, staff, and other sources, discern which is credible and assess the hospital and its operation objectively.
• Must be able to multi-task and deal with high levels of stress in an environment of changing priorities

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