Veterinary Hospital Manager Director Of Service & Hospitality

ACCESS Specialty Animal Hospital Pasadena is seeking a Veterinary Hospital Manager Director of Service & Hospitality to join our team!

ACCESS Specialty Animal Hospitals are some of the most advanced, inclusive, and progressive veterinary multi-specialty referral hospitals in California. While we offer benefits normally associated only with large hospitals, our specialty culture nurtures a collaborative team environment that is the envy of many.

Job Purpose:

• In conjunction with the Hospital Administrator (HA), the Director of Service & Hospitality (DSH) is to fulfill the leadership role as an "owner" of the hospital's success. As such, the DSH will be accountable for significant results across all areas of hospital performance and growth including revenue, productivity, staff training and performance, client satisfaction, and marketing effectiveness

• The DSH must be active, visible, and involved with the staff and clients and the handling of patients daily. The DSH must participate externally by developing relationships with industry groups, related professionals, and community organizations

• In conjunction with the HA, the DSH must assist in managing the financial health and growth of the hospital and gain a deep understanding of the hospital's financial status while using it as a tool to monitor, measure, and improve performance

Duties and Responsibilities:

• Oversight of daily service operations of the hospital

• Employee support, coaching, correction, development, and motivation of those within the client service lane, particularly at the management level

• Development and implementation of various growth strategies that relate to client service

• Monitor and manage facility, administrative, and labor costs pursuant to budget

• In conjunction with the HA, analyze, forecast, make recommendations, and implement solutions regarding revenue, DVM productivity, profit margins, capital expenditures, labor costs, budgeting, AR/AP, and reserves

• Streamline and establish service protocols for staff/client interactions

• Demonstrate and reinforce the highest level of client service. Function as client liaison when necessary, managing client relationships

• As a partner with the marketing team, help design and implement marketing strategy to ensure continual growth of the practice

• Participate in industry and community activities, while also developing new and unique marketing projects and events

• Maintain compliance with all laws, regulations, policies, benefits, and contracts

• Development, control, and optimization of organizational culture initiatives. Own facilitation, optimization, and engagement within the hospital

• Development and implementation of on-boarding, orientation, and employee life cycle training systems in conjunction with the HA

• Optimization of efficacies and efficiencies for all aspects of service operations within the hospital

• Acts as a champion for change and servant leader by identifying, sharing, modeling, and promoting best practices

• Establish and implement service-related goals for the practice and staff. Plan and lead effective employee meetings

• Provide oversight of hiring, training, and development of service-related staff effectively. Takes corrective action as necessary on a timely basis in accordance with company policy. Consults with the HA and People Ops partner as appropriate. Directly responsible for leading managers of the hospital and indirectly responsible for all employees within their location

• Responsible for upholding the spirit of ACCESS by handling all necessary tasks that require attention, and at the request of the HA and/or Executive team

Qualifications:

• The DSH should ideally possess a bachelor's degree or CVPM

• 3+ years' experience in a leadership role

• Strong verbal and written communication abilities

• Effective decision-making skills

• Experience with developing budgets and writing business plan

Compensation - $80k - $85k/year, dependent upon experience

This is a full-time position with a benefits package including health, vision, & dental, paid parental leave, matching 401(k), PTO, generous pet care discounts, and much more!

We look forward to hearing from you, apply today!