Practice Manager- Veterinary Specialty Centre of Newfoundland & Labrador (VSCNL)

Job Summary

We are seeking a dynamic and experienced veterinary Practice Manager to lead our team at Veterinary Specialty Centre of Newfoundland & Labrador (VSCNL) and ensure the smooth operation of our veterinary practice. This pivotal role is essential in driving the success of our practices by ensuring we deliver best-in-class care to our patients and fostering a positive and supportive environment for our employees. The ideal candidate will possess strong leadership skills, a commitment to driving accountability, a focus on operational excellence.  A critical role in our success, the Practice Manager must effectively implement strategic initiatives, ensuring a consistent client experience across our network and be a positive representative of VetStrategy in the local community.

Key Responsibilities

Leadership and Team Management

• Lead a team of clinical and support colleagues, fostering a positive and collaborative work environment.
• Drive accountability by setting clear expectations, providing regular feedback and conducting performance evaluations and talent assessments.
• Mentor and develop staff, promoting continuous learning and professional growth.
• Ensure the practice is adequately staffed by creating and managing to a labour model in line with the planned budget.
• Build and present business cases for talent acquisition needs; coordinate with Talent Acquisition on recruitment activities as required.
• Ensure job changes for team members are processed in Dayforce in a timely manner.

Operations Management

• Lead daily practice operations, with a focus on efficiency and effectiveness in all processes
• Implement and maintain standard operating procedures (SOPs) to ensure high-quality patient care and client service.
• Ensure scheduling aligns with business and client needs by actively managing to the practice budget and oversight of the scheduling process and outcomes.
• Manage inventory, ensuring the practice is well-stocked and prepared for both clinical and retail needs.
• Ensure practice facilities are well-maintained, overseeing cleaning, repairs and equipment management.
• Communicate corporate policies and procedures to colleagues, ensuring understanding and compliance.
• Actively manage the team by overseeing holiday approvals, tracking absences, and addressing disciplinary issues, in collaboration with the People Operations team as required, ensuring alignment with HR policies.

Financial Management

• Develop and manage the practice budget, monitoring financial performance and implementing cost-saving measures.
• Analyze financial reports to identify trends and opportunities for improvement.
• Engage in budgeting and forecasting for the practice, providing regular financial reports and performance updates to senior management.
• Ensure the practice complies with all financial regulations, including handling payments and invoices in line with best practice.

Client Relations

• Ensure colleagues foster strong relationships with clients, ensuring their needs are met with compassion and professionalism.
• Handle client concerns promptly and effectively, striving for positive outcomes.
• Adopt strategies to enhance client retention and increase client satisfaction, such as regular client feedback surveys and improvements to the client journey.
• Work closely with the clinical team to coordinate smooth communication between clients and veterinarians, ensuring seamless service from booking to follow-up.

Compliance and Safety

• Ensure the practice complies with relevant regulations and standards, including those set by the applicable provincial and territorial veterinary associations and health and safety laws.
• Manage health and safety protocols within the practice, including risk assessments, colleague training, and the implementation of best practices.
• Ensure all staff are aware of and comply with relevant procedures, including applicable privacy laws, safeguarding, and infection control.
• Maintain accurate and up-to-date records, ensuring compliance with patient files and regulatory documentation.
• Implement and oversee safety protocols to protect colleagues, patients, client and the community.
• Manage the preparation and organization of inspections and other regulatory audits.
• Stay up to date on legislative changes and ensure the practice adheres to all relevant regulations though the use of internal communications and tools.

Marketing & Community Outreach

• Design and implement local marketing initiatives, including social media management, promotional events, and community engagement activities, to boost client engagement and attract new business.
• Engage with local organizations, schools, and events to promote the practice and build strong community relationships.
• Participate in community outreach programs and initiatives to enhance the practice's visibility and reputation.

Strategic Initiatives

• Create proactive business plans ensuring the adoption of business goals to drive practice growth and improvement.
• Implement strategic initiatives and ensure alignment with the practice's goals and objectives.
• Monitor the effectiveness of strategic initiatives and provide feedback for continuous improvement.

Skills & Qualifications

• Leadership Experience: Minimum of 3 years of experience in a management role, preferably in human or veterinary healthcare.
• Organizational Skills: Strong organizational and time-management skills, with the ability to manage multiple priorities and meet deadlines.
• Communication Skills: Excellent written and verbal communication skills, with the ability to interact effectively with clients, staff, and external partners.
• Conflict Resolution: Demonstrated ability to effectively resolve conflicts within a team, utilizing strong interpersonal and communication skills to mediate disputes and foster a collaborative work environment
• Client-Focused: A commitment to providing high-quality customer service and improving the overall client experience.
• Critical Thinking: Proven ability to analyze complex situations, identify key issues, and develop effective solutions. Demonstrates strong problem-solving skills and the capacity to make well-informed decisions under pressure.
• Financial Acumen: Basic understanding of financial management, including budgeting, payroll, and financial reporting.
• IT Proficiency: Comfortable with practice management systems, Microsoft Office, and other digital tools for managing administrative tasks.
• Education: Bachelor's degree/college diploma in business administration or a related field preferred.
• Demonstrates our Leadership Behaviours