Job Summary

The Animal Care Centre of Strathmore, located in Strathmore Alberta, is seeking to hire a Practice Manager. The Practice Manager is a leader and an integral member of the hospital 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 hospital culture based on high quality patient care and exceptional customer service.  The Animal Care Centre of Strathmore is a progressive, busy and modern mixed animal veterinary hospital with a team-oriented approach.

Job Duties and Responsibilities

Leadership —

Collaborates in a leadership role with the Managing Veterinarians.
Creates the hospital schedule and establishes goals for the practice and staff.
Implements and manages change and identifies, documents, shares and promotes best practices.

Operations —

Oversees employee salary and benefits packages.
Develops, implements and educates employees on hospital policies and procedures.
Performs quality checks and reviews of client files.
Monitors computer systems and works with outside IT Support to resolve technical systems/equipment issues.
Collaboration with Inventory Manager in controlling product and supplies.

People Management —

Oversees staffing needs including hiring, training, disciplining and terminating.
Recruits new employees and participates in the selection process.
Completes employee orientation, training and performance appraisals.
Coaches and mentors employees and identifies continuous learning and skill building needs.
Mediates conflict and maintains employee morale.
Plans and leads employee meetings.
Scouting and posting continuing education opportunities.

Client Service —

Drives client visits through strategic client communication and local marketing efforts
Trains staff on client service.
Demonstrates and reinforces the highest level of client service.
Manages client relationships; effectively resolves client issues and escalations.
Oversees client follow-up procedures, including reminders and call backs.
Utilizes client service initiative measurements to evaluate hospital and staff performance.
Utilizes social media for client communication and marketing.
Upholding FOIP protocols and client permissions documents.

Financial —

Ensuring time clock is accurately completed and submitted for all hospital staff.
Manages accounts receivable and payable.
Continually drives revenue and manages costs to budget.
Performs invoice audit reviews.
Book-keeping and payroll possibilities in the future.

Qualifications:

Knowledge —

Supervisory and leadership experience.
Multi-functional operations including budget and labor management.
Customer service and marketing techniques.
HR policies and protocol development.
Staff management including: coaching, development, performance appraisals and resolution management.

Skills —

Customer service
Interpersonal skills.
General management skills including reporting and data analysis.
Problem solving and conflict management skills.
Excellent oral and written communication skills.
Organizational skills.
Proficient computer skills (Microsoft Office, Email, and practice management software knowledge preferred – Cornerstone Software).
Social media capabilities for client communication and marketing purposes.

Abilities —

The ability to delegate responsibility and achieve results with hospital team members.
Must be able to handle multiple tasks and remain flexible with assigned duties.
Capable of championing change and driving innovative programs in the hospital.
Must be able to work well in team environment.
Capable of quality decision making.
The ability to coach, correct, develop and motivate employees.
Demonstrates excellent time and task management.
Demonstrates professional and courteous presentation with staff and clients.

Education/ Experience —

Post-secondary education preferred.
3-5 years’ experience in a Manager role.
2-4 year’s customer service experience.
Experience in a hospital setting in positions of increased responsibility a plus.
WHMIS training an asset.

Required experience:

Veterinary: 1 year

TO APPLY:

Contact Dr. Jodi Viste to apply

E-mail: drjodi@animalcarecentre.ca