Hospital Operations Manager Jobs in Boston, MA (NOW HIRING)

Want to help pets live their best lives?

We're proud to be where the pets go and where thepet peoplego. If you want to make a real difference, create an exciting career path, feel welcome to be your whole self and nurture your wellbeing,Petco is the place for you.

Our core values capture that spirit as we work to improve lives by doing what's right for pets and people.

• Pet First - Protect & Empower.All pets shouldLive their Best Life.We put the needs of pets and pet parents at the center of everything we do.

• Foster the Fun - Connect & Bond.OurPassionfor pets brings us together! We celebrate the journey of pet parenthood through distinct experiences, products, and services.

• Let's Go! Own & Commit.We are stronger asOne Petco team.We bring our unique superpowers and champion authenticity in everyone to drive success.

About Petco:

We're proud to be"where the pets go"to find everything they need to live their best lives for more than 60 years - from their favorite meals and toys, to trusted supplies and expert support from people who get it, because we live it. We believe in the universal truths of pet parenthood - the boundless boops, missing slippers, late night zoomies and everything in between. And we're here for it. Every tail wag, every vet visit, every step of the way. We are29,000+strong and together we nurture the pet-human bond in more than1,500Petco stores across the U.S., Mexico and Puerto Rico,250+Vetco Total Care hospitals, hundreds of preventive care clinics and eight distribution centers. In 1999, we foundedPetco Love. Together, we support thousands of local animal welfare groups nationwide and have helped find homes for approximately7 million animalsthrough in-store adoption events.

Position Purpose:

The purpose of the Senior Hospital Operations Manager is to provide daily leadership to a minimum of two hospitals and partner with the Hospital Veterinarians. The Senior Hospital Operations Manager will also partner with our retail store partners to provide a smooth and profitable operation by creating a culture of high-quality patient care and exceptional customer service, as well as driving revenue and managing costs. The Senior Hospital Operations Manager represents the mission and values of their hospitals and Petco to all clients. Our partners are empowered to do what it takes to create an exceptional client and patient experience. The Senior Hospital Operations Manager coordinates the overall operations of their hospitals and cultivates a supportive and collaborative team environment by fostering cohesion and motivation within their teams. If you have a passion for pet health and wellbeing, we'd love to have you on our team!

Essential Job Functions

The essential duties and responsibilities that are required of this position. This section includes the primary accountabilities or duties of the role. The Senior Hospital Operations Manager must be able to perform all the following duties and responsibilities with or without reasonable accommodation:

• Provide operational leadership to a minimum of two hospitals within their respective Area and execute appropriate direction given by the Area Operations Manager (AOM) to support their hospitals+
• Lead hospital paraprofessionals to drive operational excellence, efficiency, high standard patient care and excellent client experience while fostering productive, collaborative, and seamless relationships with all Veterinarians to drive a positive culture and cohesive team environment.
• Act as point person for all day-to-day functions of their practices including scheduling, equipment function and maintenance, inventory control and ordering, invoicing, patient scheduling, team training, radiological safety program and handling elevated client concerns.
• Oversee hiring, training, reviewing, counseling and separation of paraprofessional partners, in partnership with AOM and Human Resources Business Partner (HRBP).
• Assume scheduling responsibilities for all paraprofessional partners and maintain all hospital partner points in accordance with Petco's punctuality and attendance policy, including creating and maintaining Veterinarian's schedule with support from Area or Regional Medical Director as needed.
• Review P&L reporting, and partner with AOM to increase revenue growth and exceed financial targets set by Finance team.
• Develop monthly and weekly plans in collaboration with the AOM, track results, and ensure goal attainment.
• Build a sustainable model for reinvestment in people and hospitals and escalate partner or client issues to the AOM, Area Medical Director and/or HRBP.
• Interface and collaborate with Petco store and local Vetco clinic team to drive a seamless complete care customer experience.
• Schedule appointments, provide client education, relay test results to Veterinarians and clients, maintain hospital inventory and client/patient records, and manage accounts receivable.
• Maintain OSHA standards, uphold and enforce all policies of Petco and Vetco Total Care, support the AOM in leading the weekly market meetings, and assist in implementing of Petco initiatives across market.
• Serve as point of contact coverage when AOM out of office, assist in managing relief DVMs who are available to multiple locations, provide support for new hospital launches

Other Duties and Responsibilities:

• Patient care always comes first.
• Any issues with patient clients or hospital partners are dealt with and resolved as they occur, or as soon as is possible.
• Exceptional teamwork and commitment to achieve shared goals to benefit the entire company of Petco.
• Collaborate with the Retail and Vetco clinic Team to drive a positive cultural and cohesive team environment!
• Provide backup front desk support as needed including answering telephones.
• Perform additional duties and special projects as assigned.
• Assist the AOM in market initiatives.
• Assist AOM in Mentoring LODs and HOMs in the market.
• Able to commute between their two hospitals spending equal time in both hospitals and as directed by their AOM.

Nature of Supervision:

The incumbent reports to the Area Operations Manager.

Planning and Problem Solving:

The Senior Hospital Operations Manager must possess excellent planning skills while scheduling the hospital paraprofessional partners in order to ensure adequate coverage while making sure the hospital does not exceed forecasted payroll costs. The Senior Hospital Operations Manager will also play a crucial role in ensuring that day-to-day operation of the hospital is efficient and provides an optimal experience for our patients and guests.

Impact:

This position will impact the organization by contributing to the growth of productive practices while focusing on a high-quality standard of care. From an overall hospital organizational standpoint, this position in critical to ensuring that we have a cohesive, well-trained, and motivated medical support team. The desired result is the creation of an optimal environment that ensures partner retention, patient well-being, and customer satisfaction.

Supervisory Responsibility:

This position includes multiple direct reports across a minimum of two hospitals (Veterinary Technicians, Vet Assistants, and Concierge partners) with daily responsibilities that include recruiting, interviewing, hiring, training, mentoring/coaching, assignment delegation and partnering with Human Resources on discipline up to and including termination.

Minimum Requirements:

• 3- 5 years previous experience working in veterinary practice
• 3+ years in a management role, including customer service
• Previous P&L management
• Must have excellent written and verbal communication skills.
• Ability to make decisions, delegate tasks and responsibilities and drive results with hospital partners
• Must be compassionate and sympathetic and be able to maintain a professional attitude and demeanor during emotional and stressful situations.
• Must have telephone etiquette and basic computer skills.
• Must be a team player willing to continue learning, offer creative ideas and accept continual change.
• Change agility- Works productively and able to navigate ambiguity or uncertainty while assuming positive intent in a fast-paced and evolving environment.
• Desire to Learn -Demonstrates flexibility and resilience in response to obstacles, constraints, adversity, and mistakes. Constructively and resourcefully adapts to changing needs, conditions, priorities, or opportunities. Seeks out opportunities to learn from new discoveries, innovations, ways of looking at things, knowledge, and ideas. Invites and incorporates both giving and receiving productive and well-intentioned feedback.
• Drive for Results --Initiate decisive, timely actions to address important issues. Demonstrates a strong sense of ownership and a commitment to achieving meaningful results. Sets challenging, clear goals/targets and expectations for achieving business results. Drives initiatives/efforts while taking personal responsibility to make decisions and execute actions.
• Basic computer skills i.e., Microsoft Office suite
• For existing HOMs:
  • Current hospital performance must be top quartile in performance
  • Have a ready now HLOD that can help support their current home hospital.
  • Voice of the Client scores of 9.0 or better
  • Good hospital engagement and Voice of the Partner scores
  • Good developer of talent

Desired Requirements

• Bachelor's degree or equivalent experience
• Multi-unit leadership and/or large practice experience would be a plus
• Reporting and data analysis experience
• Veterinary Assistant/Technician experience in positions of increased responsibility
• Licensed Veterinary Technician or Certified Veterinary Assistant (not required)

Work Environment:

The majority of job duties are conducted in the Veterinary Hospital. Position requires bending, kneeling, lifting (up to 30 pounds, as necessary) and standing for long periods of time. A large amount of this partner's time will be spent in direct contact with clients and their pets.

Contacts:

This position will regularly communicate with clients, veterinary specialists, store partners, and companies that provide products and/or services that the practice utilizes. The right candidate will be able to positively represent the hospital and Petco within the professional community and to our guests.

The pay ranges outlined below are presented in accordance with state-specific regulations. These ranges may differ in other areas and could be subject to variation based on regulatory minimum wage requirements. Actual pay rates will depend on factors such as position, location, level of experience, and applicable state or local minimum wage laws. If the regulatory minimum wage exceeds the minimum indicated in the pay range below, the regulatory minimum wage will be the minimum rate applied.

Hourly or Salary Range will be reflected above. For a more detailed overview of Petco Total Rewards, including health and financial benefits, 401K, incentives, and PTO -see https://careers.petco.com/us/en/key-benefits

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.

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