Position Overview The General Practice Hospital Manager is the operational leader of the hospital, partnering closely with the Medical Director and hospital team to deliver strong clinical, team, client, and business outcomes. The Hospital Manager builds and leads a high-performing, engaged, and accountable team while overseeing hospital operations, financial performance, client experience, compliance, and team member experience.
Grounded in PetVet's Culture of CARE and values: Compassion, Accountability, Relationships, and Excellence, the Hospital Manager champions company priorities, uses data and feedback to continuously improve performance, and creates an environment where team members can thrive and patients and clients receive exceptional, compassionate care. Through strong leadership and operational excellence, the Hospital Manager helps deliver the Ultimate Care Experience: Every Pet. Every Client. Every Time.
- Demonstrated ability to deliver the Ultimate Care Experience for pets, clients, and team members by modeling compassion, accountability, relationships, and excellence in every interaction.
- Strong understanding of customer and team member experience, reputation, and engagement metrics, including Google and Yelp reviews, NPS/eNPS, Glassdoor, Indeed, and related measures.
- Strong customer service, hospitality, and people leadership skills.
- Financial acumen, including budget management and data analysis.
- Knowledge of sales, marketing, and customer experience strategies.
- Excellent written and verbal communication skills.
- Goal-oriented with demonstrated success leading service-oriented operations.
- Ability to plan, organize, and effectively communicate and present ideas and concepts.
- Ability to manage multiple priorities and perform effectively in a fast-paced, changing environment.
- Strong interpersonal and relationship-building skills, with an approachable and supportive leadership style and the ability to thrive in a collaborative environment.
- Ability to maintain composure and sound judgment in stressful or emergency situations, including those involving critically ill or injured patients.
Pico Rivera Animal Hospital is a well-established, general practice veterinary hospital that has proudly served its community since 1984. Offering a wide range of services, including preventive care, dentistry, surgery, acupuncture, and in-house diagnostics, the hospital is committed to providing compassionate, high-quality care to cats and dogs. The hospital has a beautiful, impressive facility, a positive team morale, and a welcoming new Medical Director who is excited to continue building the team.
Why Join Us: - Make an impact in a diverse community: Join a vibrant, community-driven hospital that reflects the energy and diversity of Flatbush and prioritizes strong relationships with local pet owners.
- Practice comprehensive medicine: Build experience across preventive care, dentistry, diagnostics, surgery, and urgent cases within a busy, full-service clinical environment.
- Join a collaborative, inclusive team: Work alongside experienced veterinarians, technicians, and support staff in a culture that values teamwork, individual contributions, and employee well-being.
- Grow with local autonomy and national support: Benefit from continuing education, career-development and mobility opportunities, robust employee benefits, and the resources of the PetVet Care Centers network while maintaining a locally led hospital culture.
The following is a list of essential job functions and responsibilities. This list may be revised at any time and additional duties not listed here may be assigned as needed. Job functions and job responsibilities include, but are not limited to, those listed below. The omission of any job function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.
Key Responsibilities Staff Leadership: - Lead all hospital support teams, fostering an inclusive, supportive, high-performing, and accountable culture while effectively managing labor goals and working closely with the Medical Director and PetVet leadership.
- Champion company priorities, initiatives, and the Culture of CARE, translating them into meaningful actions at the hospital level.
- Attract, select, onboard, develop, schedule, and retain high-performing support team members, with a strong focus on the Ultimate Care Experience.
- Coach and inspire team member performance through ongoing feedback, recognition, development, and clear expectations; address performance concerns with compassion, clarity, and accountability.
- Build team capability and engagement by identifying development needs, creating growth opportunities, and supporting career progression.
- Ensure effective workforce management, including appropriate staffing, scheduling, timekeeping, and overtime management.
- Consistently apply PetVet and hospital policies and ensure team members understand new or changing procedures and expectations.
- Establish clear roles and responsibilities and lead daily hospital operations to support safe, efficient, collaborative, and consistent care.
Client, Patient and the Care Experience: - Lead and oversee client and patient flow, scheduling, and service delivery to ensure timely, professional, compassionate care and a consistently positive client experience.
- Partner with the Center Support Team to ensure timely and accurate completion of administrative requirements and responsibilities.
- Take ownership of client concerns and complaints, ensuring they are addressed with empathy, urgency, clear communication, and appropriate follow-through.
- Monitor and act on client feedback and experience measures, including NPS, online reviews, and reputation trends, to identify opportunities and lead improvements that strengthen the Ultimate Care Experience.
- Engage the hospital team in understanding client feedback, celebrating successes, and addressing opportunities for improvement.
- Ensure compliance with applicable hospital and professional licensure requirements, including current DVM licenses and required postings.
Financial Management: - Oversee hospital financial processes and ensure timely and accurate reporting of key financial information.
- Understand and actively manage key business drivers, including revenue, labor, expenses, productivity, and profitability.
- Review financial and operational performance with PetVet leadership, identifying trends, opportunities, and actions to improve results.
- Manage hospital budgets and ensure equipment, supply, and other spending decisions align with approved guidelines and business needs.
- Ensure accurate and timely processing of invoices for contract veterinarians and local vendors, including required documentation.
- Support accurate billing, charge capture, and client invoicing practices, including routine review to ensure services provided are appropriately captured.
- Analyze income statements, client feedback, and other operational and experience data to identify opportunities to improve financial performance, service, and the Ultimate Care Experience.
- Develop and execute action plans to address performance gaps and achieve hospital goals.
Records and Compliance: - Ensure required hospital records, logs, and documentation are accurate, complete, and maintained in accordance with applicable requirements, including medical records, vaccination status, and laboratory reports.
- Maintain compliance with OSHA requirements and hospital safety programs, ensuring procedures are consistently followed, monitored, and updated.
- Implement and reinforce PetVet and hospital policies, procedures, and operational standards.
- Ensure workplace accidents, injuries, and incidents are promptly documented, reported, and appropriately followed up on.
- Proactively identify and address safety, compliance, and operational risks to maintain a safe environment for patients, clients, and team members.
Marketing - Champion hospital participation in company and local marketing initiatives, community events, social media, and other activities that build awareness, strengthen client relationships, and support hospital growth.
- Identify opportunities to build relationships within the local community and strengthen the hospital's reputation.
- Actively participate in operational calls, regional meetings, and other leadership forums, sharing insights and following through on commitments and action items.
- Ensure important company and operational communications are understood and appropriately shared with the hospital team.
Hospital Operations and Facility Management: - Oversee the hospital environment, including cleanliness, organization, supply inventory, and equipment maintenance, to support safe, efficient operations and a positive care experience.
- Ensure appropriate inventory levels and effective processes for ordering, receiving, tracking, and managing supplies.
- Manage purchasing and inventory costs within established budget guidelines while ensuring the hospital has the resources needed to deliver high-quality care.
- Proactively identify and address facility, equipment, supply, and operational needs that could impact patient care, client experience, team member effectiveness, or hospital performance.
- Partner with hospital and PetVet leaders to continuously improve operational processes, efficiency, and consistency.
Team Engagement and Communication: - Lead regular hospital team meetings to align on priorities, reinforce the Culture of CARE, share important updates and feedback, and recognize team and care-experience successes.
- Foster open, timely, and two-way communication, ensuring team members are informed, heard, and connected to hospital and company priorities.
- Ensure hospital policies, guidelines, and operational changes are communicated clearly, consistently, and in a timely manner.
- Maintain effective communication with hospital leadership, team members, and the Center Support Team, with appropriate follow-through on commitments and action items.
Qualifications (Required) - Bachelor's degree in business, healthcare administration, health sciences, or a related field preferred.
- Minimum of five years of practice, healthcare, hospitality, or service-oriented operations. Management experience, including at least two years of direct people leadership responsibility.
- Certified Veterinary Practice Manager (CVPM), Master of Healthcare Administration (MHA), or other relevant professional certification or advanced degree preferred.
- Proficiency with Microsoft Office Suite and practice management or related business systems.
- An equivalent combination of education, certification, training, and relevant experience may be considered.
- Reliable and consistent attendance is required.
- Ability to lift and/or move up to 50 pounds.
- Ability to work a flexible schedule based on practice needs, including evenings, weekends, and holidays.
- Ability to stand, walk, bend, reach, and perform other physical activities throughout an 8-hour workday.
- Ability to work safely in a veterinary environment, including around sick or injured animals, cleaning chemicals, anesthetic gases, potentially hazardous materials, and unpleasant odors.
- Ability to perform the essential functions of the position, with or without reasonable accommodation.
What We OfferWe care deeply about supporting our team members - professionally and personally. Benefits include:
- Medical, dental, and vision insurance
- Paid Parental Leave (birth, adoption, foster)
- 401(k) with discretionary contribution
- Team Member Pet Discounts
- Emotional wellbeing support - including Calm app access and 24/7 EAP
- CE stipends and career development resources
- Grant Circle - a relief fund for team members facing personal hardship
- Local hospital culture backed by national resources
Pay Range
$78,000-$92,000 USD
