Practice Manager (Clinic Manager)

Our team is growing! Are you our next Practice Manager?

The Practice Manager is to manage the clinic and ensure the highest quality of veterinary care, exceptional client service, associate engagement and maximum productivity of the veterinary medical team. S/he partners with the Field Director to operate an effective and productive clinic team, ensures a safe and engaging clinic environment, and improve both the medical quality and business performance of the clinic.

Work Scope

• Partner with the Head of Vets to manage the clinic/s as role models and champions of the brand to provide consistent high quality care and exceptional service to the most pets and clients and to maximize efficiency, productivity and profitability. Train the team on guidelines and practices; supervise associates to ensure compliance.
• Manage and drive consistent revenue growth, increase availability to pets, increase quality of service and medical quality and this will in turn translate to profitability improvements in the clinic/s. Monitor all financial and operational metrics ensuring deviations from plan are addressed timely and appropriately. Provide weekly updates to the Field Director and clear action plans on improvement, innovation and transformation.
• Manage daily operations of clinic/s to deliver consistent performance in market penetration and client and associate retention. Manage overall labour costs while ensuring appropriate scheduling / staffing during all operating hours.
• Regularly supervise the team of paraprofessionals in the clinic, consisting of at least two associates and often more (the size of the paraprofessional team will vary by clinic/s depending on factors such as business volume and client needs).
• Oversee and train associates on professional, efficient and exceptional client service (lead by example), to include client education, preventive care, pet health needs, clinic services, marketing campaigns, and other related information; effectively resolve client issues.
• Follow all protocols and practices and be responsible for ensuring that associates achieve practice priorities while building our culture and brand.
• Identify potential “bottlenecks” and formulate solutions to remove barriers in medical operations that would impede the doctors from providing world class care.
• Partner with the Field Director and Chief of Staff (if applicable) to interview, select, train, develop, coach, mentor and, if necessary, discipline and terminate paraprofessional staff.
• Direct, lead and mentor the paraprofessional staff to realize their full professional potential and deliver outstanding, high quality medical care, client service and business results.
• Work with the Field Director to establish development plans (PDPs) for the paraprofessionals, and focus teams to deliver practice priorities and exceed goals while building our culture and brand. Conduct frequent development discussions with paraprofessionals to construct compelling development plans and execute them.
• Effectively create and maintain paraprofessional schedules and work with Field Director to schedule associates to meet client needs according to guidelines, while proactively planning time off and Continuing Education (CE) scheduling.
• Provide effective communication between associates, clients, field leadership and regional support team.
• Act as communications liaison, including holding routine clinic team meetings, sharing business information and messaging to all clinic associates, ensuring they remain informed, engaged and have opportunities to provide feedback.
• Provide inspirational leadership to the team by creating a positive professional relationship with Field Director, clients, field leadership and regional support team.
• Create a collaborative environment and develop an efficient, productive clinic team that provides the highest quality care and service to the most pets and clients.
• Develop annual planning, budgeting and clinic productivity levels for the clinic/s in partnership with Field Director and Director Veterinary Quality.
• Seek clearance from area Field Director and in partnership with Director Veterinary Quality to execute market objectives, goals, strategies and measurements (OGSMs).
• Participate in market level teams, discussions, and initiatives.
• Partner with the Field Director to deliver outstanding financial results for assigned clinic/s.
• Use proven methods to promote clinic/s and Practice growth.
• Responsible for cost containment, cash control/banking, loss prevention, office and medical supply ordering, and inventory management, maintaining acceptable Clinic Audit scores.
• Responsible with COS to develop a stable, trained and technically competent paraprofessional team.
• Responsible for ensuring all associates adhere to dress and grooming guidelines.
• Provide leadership to other area clinics as needed throughout the market.
• Ensure compliance with all practice policies and procedures and with Singapore laws.

Key Requirements and Qualifications

• Bachelor’s degree in business or related discipline preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
• Veterinary technician certification, licensure, and experience preferred.
• Three years related experience required (health care, veterinary profession, service industry, etc.), including direct supervisory experience (includes hiring, associate development, etc.)
• Clinic experience and/or previous experience as a Practice Manager in veterinary medicine preferred.
• Independent, self-motivated, capable to meet tight timelines.
• Attention to details and accuracy with strong sense of urgency.
• Ability to handle multi-tasks and respond effectively to ad-hoc requests.
• Good stakeholder management skills and strong interpersonal and communication skills.

We appreciate your interest in our vacancy, only shortlisted candidates will be contacted.