Job Description

S UMMARY OF J OB P URPOSE AND F UNCTION:

The primary purpose and function of the Practice Manager is to manage the hospital and ensure the highest quality of veterinary care, exceptional client service, associate engagement and maximum productivity of the veterinary medical team. The Practice Man ager , in partnership with the Area Chief of Staff (ACOS), e nsure s good communication with clients, associates, field leadership, Central Team Support, and PetSmart , and p artner s with the PetSmart Store Director, Salon Manager, and Training Manager to optimize growth of both business es . The Practice Manager partners with the ACOS to operate an effective and productive hospital team, ensure a safe and engaging hospital environment, and improve both the medical qualit y and business performance of the hospital.

E SSENTIAL R ESPONSIBILITIES AND T ASKS:

 P rovide consistent high quality care and exceptional service to the pets and clients and to maximize efficiency, productivity and profitability. Train the team on Banfield guidelines and practices and supervise assoc iates to ensure compliance .

 Over see and train associates on professional, efficient and exceptional client service (lead by example), to include client education about Optimum Wellness Plans, preventive care, pet health needs, hospital services, marketing campaigns, and other related information; effectively resolve client issues.

 Follow all Banfield protocols and practices and be responsible for ensuring that associates achieve practice priorities while building our culture and brand.

 Identify potential “bottlenecks” and formulate solutions to remove barriers in medical operations that would impede the doctors from providing world class care.

 Partner with the Field Director and ACOS to inter view, select, train, develop, coach, mentor and, if necessary, discipline and terminate paraprofessional staff.

 Direct, lead and mentor the paraprofessional staff to realize their full professional potential and deliver outstanding, high quality medical c are, client service and business results.

 Work with the Field Director to establish development plans (PDPs) for the paraprofessionals, and focus teams to deliver the practice priorities and exceed goals while building our culture and brand. Conduct freq uent development discussions with paraprofessionals to construct compelling development plans and execute them.

 Provide effective communication between associates, clients, field lead ership and Central Team Support .

 Act as communications liaison , including holding routine hospital team meet ings, sharing business information and messaging to all hospital associates , ensuring they remain informed, engaged and have opportunities to provide feedback.

 Create a collaborative environment and develop an efficient, productive hospital team that provides the highest quality care and servi ce to the most pets and clients.

 Develop annual planning, budgeting and hospital productivity levels for the hospital in partnership with the ACOS, Field Director and D irector Veterinary Quality .

Partner with area Field Director and D irector Veterinary Quality to execute market objectives, goals, strategies and measurements (OGSMs).

 Participate in market level teams, discussions, and initiatives.

 Partner with the ACOS to deliver outstanding financial results for assigned hospital.

 Manage and drive consistent revenue growth and profitability improvements in the hospital (s) . Monitor all financial and operational metrics ensuring deviations from plan are addressed timely and appropriately.

 Manage daily operations of hospital (s) to deliver consistent pe rformance in Optimum Wellness Plan growth, market penetration and client and associate retention. Manage overall labor costs while ensuring appropriate scheduling/staffing during all operating hours.

 Responsible for cost containment, cash control/banking, loss prevention, office and medical supply ordering, and inventory management, maintaining ac ceptable Hospital Audit scores.

T HE F IVE P RINCIPLES:

 Quality – The consumer is our boss, quality is our work and value for money is our goal.

 Responsibility ��� As individuals, we demand total responsibility from ourselves; as associates, we support the responsibility of others.

 Mutuality – A mutual benefit is a shared benefit; a shared benefit will endure.

 Efficie ncy – We use resources to the full, waste nothing and do only what we can do best.

 Freedom – We need freedom to shape our future; we need profit to remain free.

H IRING Q UALIFICATIONS/ C OMPETENCIES:

Leadership

 Conflict Management

 Customer Focus

 Develop ing Direct Reports

 Directing Others

 Building Effective Teams Functional

 Hiring and Staffing

 Communication Skills

 Managing and Measuring Work

 Peer Relationships

 Drive for Results

C APABILITIES (C AN DO ):

 Ability to multi - task – Manages multiple tasks at one time; quickly and accurately shift s attention among mul tiple tasks under distracting conditions without loss of accuracy or appearance of frustration.

 Organizational ability – Demonstrates a systematic approach in carrying out assignments. Is very orderly and excels at cutting through confusion and turning chaos into order.

 Intellectual ability – Accurately and consistently follows instructions delivered in an oral, written o r diagram format. Provide directions. Commitment to continual learning.

 Mathematical ability – Ability to add, subtract, multiply and divide, and to compute rate, ratio and percent; ability to convert units of measurement.

 Computer skills – Comfortably and confidently uses a computer and specialized software. Sales and marketing skills – Educates clients on preventive care, pet health needs and hospital services, and enthusiastically promotes the benefits of Optimum Wellness Plans.

A TTITUDES (W ILL DO ):

 Initiative – Shows willingness and aptitude to use own discretion in taking appropriate steps in finding solutions to problems; presents options and ideas to enhance current processes or procedures. Takes on additional responsibility when both big and sm all tasks need to be done; seeks out the most valuable work to do during times when the hospital faces low client demand.

 Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospital s. Exhibits honesty, discretion, and sound judgment.

 Cooperativeness – Willing to work with others, collaborating and compromising where necessary; promptly share s relevant information with others.

 Flexibility – Is open to changing situations and opportunities and is willing to perform all tasks assigned.

 I ndependence – Able and willing to perform tasks and duties without supervision.

 Tolerance for Stress / Resiliency – Maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.

S PECIAL W ORKING C ONDITIONS:

 Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.)

 This position often requires working weekends and evenings. Plus requires you to work 5 days a week for 40hrs a week.

 The noise level in the work environment is moderately high.

 Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.

 Requires ambulatory skills sufficient to perform duties while at hospital.

 Ability to stand, walk, stoop, kneel, crouch, and climb as well as ma nipulate (lift, carry, move) up to 50 pounds.

 Requires good hand - eye coordination, arm - hand - finger dexterity with the ability to reach and grasp, and visual acuity to use a keyboard, operate equipment and read information.

 Specific vision abilities require d by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

 Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion, exposed to anesthesia, radia tion, biological hazards and medication/controlled substances.

 Some travel required, to assist other area hospitals as well as for vendor visits and associate education .

E XPERIENCE , E DUCATION AND / OR T RAINING:

 Bachelor’s degree in business or related discipline preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.

 Three years related experience required ( health care, veterinary profession, servi ce industry, etc.), including direct supervisory experience (includes hiring, associate development, etc.)

 Banfield hospital experience and/or p revious experience as a Practice Manager in veterinary medicine preferred.

 Veterinary technician certification, licensure, and experience preferred.

 Certified Veterinary Practice Manager (CVPM) or Veterinary Management Institute (CVPA) certification preferred.

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