Veterinary Hospital Manager — Lead Care, Team & Growth

PetVet Care Centers; San Jose (CA); Sur place; USD 85 000 - 100 000; Plein temps

Avantages offerts par ce poste

Medical, dental, and vision insurance

Paid Parental Leave

401(k) with discretionary contribution

Team Member Pet Discounts

Emotional wellbeing support

Résumé du poste

PetVet Care Centers in San Jose, CA seeks a General Practice Hospital Manager to lead hospital operations, staff development, client experience, and financial performance. The role partners with the Medical Director and leadership to deliver the Ultimate Care Experience for every pet and client.

You will drive engagement, ensure safety and compliance, manage budgets, and foster a culture of CARE while guiding cross-functional teams in a fast-paced veterinary hospital environment.

Qualifications

• 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 with at least two years of direct people leadership responsibility.
• CVPM, MHA, or other relevant 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.

Responsabilités

• 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.
• 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 hospital team in understanding client feedback, celebrating successes, and addressing opportunities for improvement.
• Ensure compliance with OSHA requirements and hospital safety programs, ensuring procedures are consistently followed, monitored, and updated.
• 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.
• 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.
• 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.
• 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.
• 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.

Connaissances

Leadership

People management

Customer service

Communication

Formation

Bachelor’s degree in business, healthcare administration, health sciences, or a related field

Master of Healthcare Administration (MHA)

Certified Veterinary Practice Manager (CVPM)

Equivalent combination of education/certification

Outils

Microsoft Office Suite

Description du poste

PetVet Care Centers in San Jose, CA seeks a General Practice Hospital Manager to lead hospital operations, staff development, client experience, and financial performance. The role partners with the Medical Director and leadership to deliver the Ultimate Care Experience for every pet and client.

You will drive engagement, ensure safety and compliance, manage budgets, and foster a culture of CARE while guiding cross-functional teams in a fast-paced veterinary hospital environment.