Job Description

The Opportunity

National Veterinary Associates is seeking to hire an Assistant General Manager of Hospital Operations for Rocky Gorge Animal Hospital in Laurel, Maryland. This role oversees the operations of a large-volume hospital, supports the rollout of NVA (National Veterinary Associates) programs across their site, acts as an influencer for other sites within the division, as well as acts as a liaison between the NVA Support Center and the veterinary practice, and performs duties at the direction of the Division Leader (DDO, DL). This individual will work closely with the Division Leader (DDO, DL) to improve processes and profitability by identifying and implementing local growth initiatives using meaningful measurements.

The Assistant General Manager of Hospital Operations partners with the Managing Veterinarian 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. Responsibilities include managing, planning, and coordinating the hospital's overall operations and cultivating a supportive and collaborative team environment. Given the management responsibilities and the face-to-face interaction with clients and employees, on-site attendance is considered an essential job function of this position.

Ideal candidates are analytical thinkers, experienced problem-solvers, and effective communicators with a proven record of accomplishment of success in operations management and people leadership.

SPECIFIC AREAS OF RESPONSIBILITY:

Hospital Operations
• Acts as a collaborative liaison between hospitals, NVA support center, and the Division Leader (DDO, DL)
• Acquires and maintains knowledge of organizational and local practice policies and procedures
• Effectively leverages our practice management software and NVA support systems for reporting and training
• Ensures proper staff scheduling/optimization.
• Analyzes and interprets operational reports and identifies areas for improvement
• Implements and champions NVA initiatives as a change manager.
• Oversees employee benefits program and hospital insurance plans.
• Develops and implements hospital policy, including DEA/Controlled Substances and OSHA compliance
• Performs quality checks and reviews of client files
• Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues
• Strategizes and works with Managing Veterinarian to implement and ensure the best veterinary practices in medicine and business structure

Strategic Planning and Leadership
• Collaborates with the Managing Veterinarian and Division Leader (DDO, DL) to create an overall strategy (i.e., positioning in local market) and obtains buy-in and alignment with staff
• Creates action plans, sets and manages goals, delegates tasks, and tracks performance
• Sets productivity and financial targets for manager and lead staff, holding them accountable to achieving goals and structuring compensation to reflect achievement
• Analyzes and improves systems, policies, and processes
• Plans, organizes, and participates in regional meetings as needed
• Acts as a champion for change and identifies, documents, shares, and promotes best practices

Hospital Leader Development
• Effectively trains new managers and department leads and provides ongoing development via check-ins
• Collaborates with support center staff in getting new hospital staff positioned in their role
• Mentors, coaches, and sets expectations with hospital leadership and staff.
• Ensures managers and leads are trained in financial and operational systems and methods

Financial Management
• Analyzes the financial health of hospitals and diagnoses financial issues using appropriate reports
• Leads the preparation and communication of the annual budget for the site, including both Revenue & Costs and Capital Expenditures
• Oversees the management of costs, particularly labor
• Drives revenue growth
• Ensures payroll is accurately completed and submitted for all hospital staff
• Manages accounts receivable and cash on hand, including performing invoice audit reviews
• Manages hospital inventory and controls facility and administrative costs.
• Performs other duties essential to the performance of the hospital as assigned

People Management
• Partners with the Managing Veterinarian to address staffing needs including hiring, training, reviewing, and disciplining of staff
• Manages the performance management cycle from interviewing and hiring to counseling and terminating staff, and assists managers and leads with personnel issues/problems in partnership with NVA HR
• Ensures hospitals comply with all Federal and State human resource policies (I-9, DEA, OSHA)
• Conducts staff performance reviews and partners with L&D to guide career development.
• Makes recommendations for staff training and development
• Negotiates and mediates issues/conflicts; coaches and provides feedback to staff
• Implements performance-based incentive and rewards and recognition programs
• Manages staff, including grooming and boarding staff if applicable, as well as, People Operations manager, DVM operations manager, Outreach manager, and departmental leads
• Tracks and maintains current licensures for all DVMs

Client Relations
• Demonstrates and reinforces the highest level of client service
• Resolves client issues and escalations and oversees client follow-up communication
• Drives both existing and new client visits through tactics, strategic client communication and local marketing efforts (i.e., Community).
• Develops, champions, and oversees client acquisition and retention initiatives. Assess the quality of service and provide direction for enhancing quality.

Qualifications
• Minimum of 5 years of experience in operations management
• Bachelor's degree in business administration, operations management or related field, an MBA or master's level business education is a plus.
• Experience developing and leading teams of 75+ with multiple layers of employees as well as varying employee skill sets
• Experience & a proven record of accomplishment successfully managing a P&L with revenue of $10M+.
• In-depth knowledge of diverse business functions and principles (e.g., supply chain, finance, customer service, optimizing workflows, SOO (Statement of Operations) reviews, etc.)
• Expert knowledge of data analysis and performance/operation metrics
• Acute financial analysis skills related to EBITDA, revenue, and cost drivers, and understanding business pro forma financial statements
• Experience developing long-term business strategies, ensuring employee policies are in compliance and applied with fairness and consistency
• A commitment to a continuous evaluation of the efficiency of business operations according to organizational objectives while having the ability to anticipate and apply immediate mitigation plans to ensure a minimal impact during fluctuations in business or staffing.
• Ability to communicate effectively verbally and in written form. The role will require presentation and training to large groups of individuals.
• Ability to travel as necessary to division and NVA meetings.
• Basic computer skills i.e., Microsoft Office suite (Previous practice management software knowledge a plus).
• Ability to display above-average EQ and model a professional and courteous manner with staff and clients.
• Experience leading a site through a renovation or relocation a plus.