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Assistant Hospital Manager

Direct reporting to Hospital Manager and Medical Director and indirect reporting to Regional Operations Director (ROD)

Position Overview

The Assistant Hospital Manager works in conjunction with the Medical Director and Hospital Manager to perform a wide range of complex technical activities related to ensuring exceptional quality medical and client service care from our GP, surgical, dental, inpatient, and emergency departments. This person will also help with DEA compliance, hospital procedures, HR complexities including staff management, hiring, terminations, reviews, technician tiered level assessment, training and goal setting, scheduling, payroll, Workday administration along with multifaceted business operations, facility maintenance, and equipment maintenance for both The clinic and the Pet Inn. In the absence of the Hospital Manager, the Assistant Hospital Manager will assume the responsibility of making business decisions in line with hospital procedures and VCA policies.

Responsibilities

Essential Duties and Responsibilities:

Job Functions and Responsibilities include overseeing the following that occur within the hospital.

Staff Management Client Management Medical & Patient Management Business Management Facility & Equipment Maintenance Collaboration & Communication Recruiting Regulatory Compliance Resource Development

Staff Management

Engage associates through recognition and motivation

Coordinate Technician Development Program Evaluations to assess and assign development plans. Use the assessment and development plans to coordinate goals with the associates.

Counsel associates, verbally and in writing, regarding performance, including progress evaluations and annual reviews, and help chart the associates' goal setting and progress.

Supervise, direct, and orchestrate the daily actions and flow of the inpatient and outpatient departments in accordance with the hospital and VCA policies.

Consult with HM/MD to improve patient workflow and help doctors utilize and leverage their technicians and veterinary assistants better in coordination with the RMD and ROD.

Resolve issues in real time during your shifts, coordinate scheduling including approval of vacations and filling of open shifts to the best of your ability using creative solutions. Mange daily staff adjustments due to high or low patient volumes to ensure exceptional patient care and customer service. Help to minimize overtime through time management, coaching and delegation.

Perform payroll calculations, goal calculations, time clock maintenance, payroll adjustments, and scheduling in the DayForce.

Provide or organize opportunities for hands-on training on a variety of topics, including:

Patient care

Controlled drug policy implementation

Equipment utilization and maintenance

Safety policy, procedures, and resources that are mandatory

Laboratory testing, anesthesia, triage, client communication, treatment plan templates, and implementation

Consult and collaborate with the HM/MD on issues/daily struggles (schedules, balance)

Hire and provide guidance on how to onboard new associates properly.

Promote a collaborative working environment. Understand the value of teamwork and show enthusiasm and willingness to step in as necessary to help the hospital function as an efficient unit.

Help to create shadowing opportunities at specialty hospitals or for special interests or training opportunities at other GP hospitals

Mentor non-licensed assistants to become registered technicians and RVTs to become VTSs in appropriate cases.

Encourage application for Penn Foster, VTNE and VTS scholarships

In conjunction with the HM and HR support office staff, administer coaching and corrective action to associates as needed, up to and including termination conversations.

Ensure that the associates utilize the marketing tools and materials, apply discounts in Woofware appropriately and help meet the VCA marketing program goals.

Client Management

Oversee associates’ communications with clients, which include;

Accurately explaining dosage/purpose/side effects/drug counseling of medications

Client care instructions for at Home Care

Treatment plans and expenses

Controlled drug conversations/regulations

Oversee training of all staff in accordance with the principals of the VCA Mission Statement and VCA Standards of Client Service and that the above is known and practiced by all associates

Ensure staff smile, are courteous, and empathize with clients esp. during stressful times

Assist MD and HA to review and resolve medical/client service complaints.

Oversee accurate client medical treatment plans, calculate discounts, and care club clients in Woofware.

Medical and Patient Management

Manage the associates to ensure exceptional medical care is occurring, including:

Treatment management- patient care, injectable& oral medications

Anesthesia induction and maintenance

Patient admissions

Discharge and outpatient procedures

Handling and care of deceased pets

Triage/Basic resuscitation

Prescriptions

Ensure proper record keeping by associates; weight, vitals, presenting complaint, anesthesia and treatment sheets, help with discharges and treatment plans. Notify MD if DVMs are not completing their records in a timely manner.

Ensure proper flow within the departments to ensure efficiency within the surgical, dental, IP and OP services. Ensure all associates maintain a high standard of care while being efficient.

Business Management

Attend appropriate regional team meetings so as to maintain alignment with company and regional initiatives.

Facilitate and modify/update systems and processes whenever needed to better serve Muller’s clients, patients, and associates to ensure the most productive use of time and service.

Oversee the charge capture by daily audits

Maintain adequate staff levels through hiring, advancement of technicians and interdepartmental transfers within budgeted limits

Promote quality improvement, take an active leadership role in staff meetings, departmental break outs, and manager meetings to help resolve issues to meet or exceed hospital goals

Communicate, research and prepare material to advise the MD and HM on operations, procedure, flow and system changes to improve efficiency and effectiveness of the associates.

Responsible for accurately maintaining the various hospital and staff logs including staff CE, earning funds, client assistance funds, anesthesia/surgery, radiology, and equipment logs.

Facility and Equipment Management

Assist in the maintenance of the hospital and Pet Inn to maintain orderliness and cleanliness inside and outside the buildings.

Ensure all hospital medical equipment is maintained in good working condition, such as lab equipment, ultrasound, and digital radiography and coordinate inspections as required (anesthesia machine, X-ray gowns/thyroid shields/gloves). Maintain a repair log per VCA direction and standards.

Coordinate building, security, repairs or issues with our list of vendors and within VCA guidelines.

Help to monitor and purchase medical equipment through OrderRight as requested by the HM or MD.

Collaboration and Communications

Read and respond to all email communications in a timely manner.

Ensure that VCA policies, guidelines and recommendations are quickly communicated to hospital staff and adequate training follows.

Communicate with Doctors regarding floor efficiency, adjustments, patient care, etc.

Help tech supervisors succeed and grow in their roles through mentorship and resources

Provide a clear path and encourage career progression through VCA’s tier system

Provide mentorship and leadership training for technicians wishing to pursue a management path

Follow-up with regional teams on actionable items as identified on behalf of the associates.

Connect associates to help them feel part of something bigger and realize that they have a voice at VCA

Recruiting

Assist with recruiting efforts at local career fairs, writing and posting hiring ads

Show internal and external techs a career path within VCA

Involvement in the community/industry to advocate for the hospital’s ability to hire and retain associates.

Coordinate and arrange schedules for visiting externs from technician schools to help recruit

Regulatory Compliance

Understand and assist with implementation and training of VCA Controlled Substance Policy

Oversee and ensure DEA compliance in accordance with VCA Controlled Policy. This includes;

Weekly, monthly, quarterly and biannual audits

Associate safety management and control drug access

Recording of missing controlled drugs that equate to more than 10%

Staff training and accountability

Inventory tracking and control

Oversee VCA safety procedures are implemented and followed by ensuring safety meetings occur, procedures and reporting are being continuously monitored and updated to ensure hospital compliance.

Basic understanding of DEA, OSHA, and other state and federal regulations and ability to research and support with compliance issues as needed

Along with VCA Risk & Safety and HM/MD, assist with response to inspection corrections as needed.

Ensure associates are reporting workplace injuries, manages associates follow up reports are sent to the risk department, and manages associate restrictions.

Resource Development

Create collaborative training resources for technical staff in both GP and Emergency areas in conjunction with the MD

Recruiting resources and opportunities

Help to organize partner/vendor driven training opportunity

Work with HM/MD on consistent messaging, educational resources, organization of events and opportunities, recruiting initiatives and current opportunities for development for veterinary assistants and technicians.

Skills and Abilities

Exemplary punctuality and attendance is required. Ability to work a flex schedule. Self-directed, motivated, and committed with outstanding verbal and written skills Strong communication skills; able to communicate objectives clearly with the ability to motivate others Ability to educate various individuals of varying levels of skills and expertise; Excellent time-management skills and the ability to handle multiple tasks/projects; and deal with high levels of stress in an environment of changing priorities Ability to maintain composure in stressful and emergency situations; Leadership skills, ability to improve and maintain morale High Emotional Intelligence and have conflict resolution skills Strong critical thinking skills as well as the ability to positively influence associates and clients via positive communications. Ability to work cooperatively with the team through training and assessing while simultaneously maintaining VCA’s core values and standards of conduct. Ability to observe the complexities of the hospital to be able to plan, organize, and effectively present ideas and concepts for the betterment of the hospital. Able to engender trust, and always ready to listen while holding people accountable for their commitments and responsibilities. Staff training and development, HR, client service, financial, and marketing management. Understanding of basic P&L and budgets; along with marketing plans Meticulous attention to detail; Excellent interpersonal, problem-solving, collaborative and teamwork skills; Takes initiative, works independently, exhibits decision-making skills, and, exercises good judgment; Promote positive environment for learning and growth of veterinary technician and assistants; Demonstrates accountability and dependability; Ability to build and maintain internal and external relationships with professionalism and integrity; Exhibits a positive attitude while being courteous, diplomatic and discreet; and, Maintains professionalism and confidentiality.

Required Qualifications

Educational:

High School Diploma; Bachelor’s Degree Preferred

Fluent in English (Reading, Writing, and Oral); Fluent in Spanish(Reading, Writing, and Oral)

Working knowledge of Microsoft Office, Windows platform, Excel, and Email

Knowledge of WoofWare

Professional:

Five years of supervisory experience in a veterinary hospital

Preferred goal of or in the process of obtaining a VTS certification

Physical:

Able to lift up to 18kg (40lb), and any allergies to animals must be controlled through medication.

Willing and able to stand, bend, walk, reach, and crouch for long periods of time.

Visual acuity is sufficient to maintain accurate records, recognize people, and understand written directions.

Ability to speak and hear sufficiently to understand and give information in person and over the telephone.

Preferred:

Experience with adult education Experience with public speaking and presenting College Education Preference to current VCA staff who have shown their desire to work toward company goals

Working Conditions

In this environment, you may be exposed to the following: radiation, biohazardous substances, chemical hazards, potentially fractious patients, emotionally stressful situations, unpleasant odors, pet bites/ scratches, loud noises, animal feces, and, contagious diseases.

Tools and Resources

The Assistant Hospital Manager will have access to the following: computer, telephone, fax, photocopier, within the hospital in order to perform the essential duties of the job.

Also offered are:

VCA Company Orientation VCA Intranet, FETCH, WoofConnect, WOOFU Leadership Training Regulatory Training Controlled substance policy training OSHA/Safety Training HR Orientation/Overview Sexual Harassment Training WoofWare training including CVPM courses Other technologies unique to VCA

Authorization

To recruit, interview, hire, train, review, assess, schedule, discipline and discharge technical staff in conjunction with Human Resources at the support office and in conjunction with or in the absence of the Hospital Administrator. Can spend up to $250/month without the HM authorization. Can purchase in OrderRight up to the VCA designated limit. Can transfer associates to work in other positions within the hospital within company policies. Can transfer associates from part-time to full-time, staying within a controlled payroll/budget.

This job description is intended to describe the general nature and level of work being performed by people assigned to this position. This is not to be construed as an exhaustive list of all the responsibilities, qualifications and skills required to perform this function. All associates may be required to upgrade their skills and qualifications by attending continuing education sessions. Associates may also be called upon to perform duties outside of their normal responsibilities from time to time and as required to meet ongoing organizational needs.

If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com