Job Description

ABOUT VETERINARY SPECIALTY HOSPITAL:  At Vista our mission is to advance the veterinary profession through our leadership in medicine, education, business and promotion of the human-animal bond. We strive to bring together caring, warm and intelligent people who love to serve and help and are among the best in their field.

ABOUT THE ROLE:

The HOSPITAL SERVICES MANAGER (HSM) is accountable for all facets of daily operations of assigned disciplines and/or departments with an emphasis on creating the optimal client experience. Areas of responsibilities encompass operational planning, creating an optimal client experience, training and development of staff, scheduling, interviewing, hiring, and corrective actions of assigned staff, safety and security of staff, clients and patients, and the review, evaluation and of assigned disciplines and/or departments.  

This position is 100% administrative and is exempt.

Responsibilities:

• Facilitate and ensure effective communication and information flow with corporate teams, other hospital departments and shifts.
• Ensure compliance and accountability for all standard hospital operating procedures and compliance with local, state, and federal regulations
• Engage in real-time resource allocation to develop staff schedules (clinical and non-clinical) to assure maximum productivity and service while managing labor against budget.
• Recruiting, hiring, and onboarding best in class Client Care team
• Regularly assess the efficient and effective flow of clients and pets through/in the department while also ensuring proper care from arrival through discharge and follow-up.
• Evaluate the needs for the department and recommend appropriate resources to meet those needs (equipment, staffing, etc.).
• Ensure all department work areas are clean, attractive, functional, safe (OSHA compliant) and hospitable for staff, patients and clients.
• Participate in the budget process and manage department expenses.
• Develop and build teams.  Encourage and build mutual trust, respect and cooperation among team members, incorporating the company’s vision, mission and core values.
• Set production and performance standards and follow-up through monitoring, assessing, reviewing and evaluating employee performance (non-clinical performance) based on established standards.
• Ensure appropriate training for staff including an exceptional understanding and delivery of customer service and hospitality.
• Work in collaboration with the Hospital Director to facilitate change management in the hospital.
• Serve as mentor and coach for any/all staff requiring development and assistance in non-clinical matters (supervising, relationships, etc.).
• Resolve/approve any payroll matters through supervisors or directly, as needed.
• Supervise support staff personnel and participate in performance reviews and disciplinary actions
• Work with rDVM's to ensure satisfaction with our general practice referring hospitals
• Handling client concerns in an effective customer oriented fashion
• Following-up with clients to ensure they received best in class service during their visit.

SKILLS AND EXPERIENCE:

• 3 or more years in a supervisory role required
• Cultivate a positive atmosphere, demonstrate a friendly and courteous attitude with all co-workers throughout the hospital in order to maintain a cohesive work team
• Maintain excellent communication skills in order to ensure professionalism and effectiveness in all interactions with clients and co-workers throughout the hospital
• Must have the ability to multi task, prioritize, and delegate
• Demonstrate proficiency in computer skills 
• Must be organized and detail oriented to ensure efficiency and accuracy in all transactions
• Able work in high stress situations and exercise good judgment as needed
• Present a neat, well-groomed appearance

EDUCATION, LICENSE AND JOB REQUIREMENTS:  

• Bachelor’s Degree or equivalent work experience required
• 3 or more years of experience in Veterinary practice. ER/Specialty experience preferred
• Ezyvet system experience a plus!

BENEFITS:

• Highly competitive and comparable wages based on experience and skill set
• VetBloom access: Race approved continuing education, training and curriculum library
• Health and wellness programs including access to League wellness app
• Opportunities for growth and advancement  
• Employee Pet discount
• Full-time benefits include health, dental, vision, disability and life insurances, flex-spending accounts, 401(k), Employee Assistance Program, 3 weeks accrued paid time off, and uniforms

Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, competence, merit, and business need.

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