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Office Manager (Veterinary)

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Office Manager (Veterinary)

Department: Specialty and Emergency

Job Status: Full Time

Education: Bachelor’s Degree required

Experience: 3+ years exp

Work Schedule: To be determined as needed

Salary $65,000-$85,000 doe

JOB SUMMARY

Veterinary Office Manager must build positive, professional relationships with clients referring veterinarians and staff members. Experience in customer service in a fast-paced and hands-on environment is a must. An individual should be friendly, professional, courteous, and able to handle many tasks at once with numerous interruptions while appearing unruffled. Experience in a medical office is a requirement. As a veterinary office manager, you will be expected to understand the inner workings of the practice. You should also be able to effectively supervise and manage the admin/office staff. In addition, you will be responsible for administrative staff allocation and customer grievance management. There may be times when you have to train both new and seasoned employees and/or resolve employee and/or client conflicts. Moreover, you may be responsible for providing coaching skills to employees who are struggling. There will also be expectations that you will assist in all business activities such as Marketing, Human Resource Management, Accounting, Scheduling, and Strategic Planning.

EDUCATION AND EXPERIENCE

  • Required: Minimum 2-year Degree
  • Required: 3+ years Exp as Medical Office Manager
  • Preferred: Certified Veterinary Practice Manager designation is desirable and willingness to obtain is a must.

KNOWLEDGE AND SKILLS

  • Competently speak and write the English language. Spanish also preferred but not required.
  • Substantial and relevant experience working in a busy medical office environment.
  • Must possess exceptional organizational and management skills.
  • Excellent verbal and written communication skills, especially to a diverse range of audiences and settings.

    General Tasks
  • Possess and expresses a genuine love for animals and for working in an animal care environment.
  • Maintain a professional, friendly demeanor while on the job.
  • Perform job tasks efficiently promptly and efficiently when asked. Promote a positive attitude among staff.
  • Show respect for clients, team members, and animals at all times.
  • Participate in your performance appraisal.
  • Participate in all staff and training meetings.
  • Ability to work in a highly collaborative environment and commitment to building relationships with colleagues, clients, and community is required
  • Must be able to regularly lift up to 40 pounds (work may require lifting, carrying, and restraining animals-with assistance from other staff for animals weighing over 40 pounds and receiving, handling, and storing for supplies)
  • Can display tact and diplomacy with staff members and clients even when busy or hectic.
  • Model an “owner” mentality in hospital by demonstrating a willingness to assist all employees in making the practice a success; invest the necessary amount of time to accomplish the required responsibilities and ensure the smooth operation of the hospital.

    Administrative Tasks
  • Direct and develop the veterinary, technical and administrative staff towards the goal of quality patient care and excellent client service; assist in the formulation of objectives and policies to ensure efficient and profitable hospital operations.
  • Upholds protocols, policies, and standards set out by Evolution Veterinary Specialists, Inc
  • Accurately manage financial transactions such processing bills, taking payments, ordering and checking in supplies
  • Computer skills including typing, organizing, data entry, communicating utilizing common computer software and programs
  • Proper medical records maintenance including documenting conversations with clients, scanning in documents as necessary, and entering on-line pharmacy requests.
  • Maintains accuracy of financial reports including end or day, month, and year reports as needed. Liaise with bookkeeper and accountant on all account payable, accounts receivable, human resource, and inventory matters.
  • Assisting in the recruitment, interviews, and hiring of support staff personnel.
  • Completes all employee schedules and handles all time-off requests and coverage.
  • Assist Hospital Manager/C-Level Staff with all Human Resource duties as delegated and assigned
  • Acquiring, contracting, scheduling, and supervision of all third-parties services such as cleaning, suppling, maintenance, servicing, and disposal contractors.
  • Oversee and manage social media accounts, client mailings, hospital website, advertising and community involvement and assist in any other marketing activities.
  • Key Performance Indicators Management: Monitor key performance metrics and recommend improvements.
  • Information Technology: Maintain and troubleshoot computers, printers, and backups. Oversee 3rd party computer and software support provided by Cornerstone.
  • Assist Hospital Manager/executives in annual performance reviews. Help staff set goals and help plan so that these goals can be obtained.
  • Communicates objectives, helps to motivate staff, help build & maintain morale; maintain core values and standards.
  • Assist Hospital Manager with additional duties when they are out of the office such as but not limited to time clock corrections, inventory management, & acting as a liaison between the hospital and our referring doctors and clients

    Supervision and Assistance with Front-Office Tasks
  • Direct the front office and hospital administrative support staff through direct supervision, training, structuring, scheduling, motivation, and education to produce the highest level of client satisfaction possible from the services the reception staff provides
  • Screens calls to determine which should be handled by other staff members; follows established policies and procedures in referring clients for immediate treatment of animals when requests are accompanied by descriptions of acute symptoms.
  • Ensures appropriate medical information reaches the technicians or doctors in a timely manner
  • Can answer telephones and handle calls quickly, efficiently and in a professional and friendly manner, using a multi-line telephone system.
  • Keeping the reception area and room(s) clean and tidy as well as properly stocked with needed supplies.
  • Access client information within the practice-management software system. Enter and retrieve client and patient data in the computer.
  • Checking clients and visitors in and out of the hospital.
  • Calling to remind clients of their appointments and rescheduling as necessary.
  • Attends hospital sponsored events such as client education events, community outreach, and any other events requested by management.

    Patient-Admittance/Discharge Tasks
  • Advise clients of special call-in times to check on patients or speak with doctors.
  • Explain delays that affect clients. Ensure the comfort of clients and patients during their waits. Offer water to clients or patients in need (or withhold water from patients as appropriate). Reschedule appointments as needed.
  • Willingness and ability to present and explain fees during check out while discharging patients and processing of payments.
  • Can outline costs and fees in a positive light while supporting hospital payment policies
  • Business Development including mentoring the staff and overseeing the business operations and maintenance of the facility; ensuring business growth and profitability of the practice; and supporting the hospital’s mission of delivering high quality patient care and exceptional client service.
  • Facilitates resolution of client problems/complaints that doctors, or other staff, cannot resolve

    Medical-Record Management Tasks
  • Understand the electronic medical records system (Ezyvet) and electronic treatment sheets (Instinct)
  • Understanding and able to use the billing system (PayJunction)
  • Understand and use special record notations, including male, female, aggressive, caution, and/or inactive.
  • Managing medical records, reports and correspondence.

    Personel Management Duties
  • Direct supervision of Inventory Manager, CSR Team, Office Assistance, Financial Liaison, Assistant Office Manager, Cleaning Team, Recruiting/Onboarding Coordinator, and other administrative staff as necessary.
  • Manages all the above staff to staying organized and effective in all their assigned tasks (responsible for making sure their individual responsibilities are completed).
  • Direct training and development as necessary for each team member.
  • Holding team accountable for quality and quantity of work performed.
  • Upholding all procedures and protocols within the company/hospital.
  • Scheduling and handling time off requests.
  • Daily training, management, and development of CSR team is priority from the beginning until at such a time they are self-sufficient.
  • Key Support for Medical Staff (DVM, Technicians, TAs) as well as all the above administrative staff
  • Onboarding and training on usage of key systems within the hospital in conjunction with off managers.
  • Scheduling, time off request, finding coverage for call outs/unfilled shifts
  • Payroll approval and processing
  • Managing vendors including IT, Software Programs, Suppliers, Maintenance, etc…
  • Assist in working interview evaluations.

Benefits:

  • Matching 401(k)
  • Medical/Dental/Vision Insurance
  • PTO including some Paid Holidays (based on position’s schedule)
  • Career training environment
  • Discretionary Employee Bonus Program
  • Employee Pet Insurance
  • Reimbursable Expenses including Licenses, Scrubs and CE Allowances