Job Title: Clinic Manager
Reports to: Associate Executive Director
Job Summary: This role manages and oversees the maintenance, operation and performance of the clinic including all departments and programs administered at the clinic. The Clinic Manager ensures a high quality customer experience at every step of the process and guarantees exceptional care is administered to every patient throughout all clinic departments and functions in accordance with company policies.
Personnel & Management
- Provides direct supervision of Client Services Supervisor, Head Technician, and Transportation Coordinator; maintains a good working relationship with all staff and monitors dynamics within the team to ensure effective, positive communication between all members.
- Monitors all functions administered at the clinic to ensure adherence to company policies and procedures.
- Promotes a positive attitude among all staff and demonstrate a commitment to the mission of the organization.
- Monitors assignment of staff schedules, vacation or day-off requests, overtime, and assign duties; provides oversight of first level supervisors and department heads to coordinate and organize workload to ensure tasks are completed correctly, efficiently and in a timely fashion.
- Handles disciplinary action and staff counseling as needed, documenting all conversations and keeping Executive Director apprised of Human Resources concerns; develops and utilizes staff members’ skills to the advancement of the individual and the organization; ensures regular evaluations of staff performance are completed and determines compensation of staff members in accordance with company policy and within budget; involuntarily terminates staff when necessary, properly documenting all such actions.
- Hires and trains new staff within budget.
- Provides ongoing training for staff, ensures adherence to standard operating procedures, all company policies, and all applicable laws.
- Conducts monthly clinic staff meetings; ensures all policy changes, new policy introductions and other procedural instructions are communicated to every staff member; maintains records showing such communications were accomplished.
- Participates in and contributes to managers’ communication and workshop meetings.
- Assist with oversight of veterinary student externs; ensure proper oversight of undergraduate student interns and all volunteers.
- Advocates, promotes and otherwise endeavors to enhance the positive reputation and standing of the organization. Endeavors to form partnerships and mutually beneficial relationships with others in the animal welfare community to advance the mission of the organization.
- Proposes annual clinic budget to Executive Director and monitors adherence to approved budget by all departments on an ongoing basis; reports monthly to Executive Director.
- Handles any sensitive communications with clients when veterinarian is not available or upon request of the veterinarian in accordance with company policies.
- Ensures proper completion, handling, and storage of all patient & owner information, medical records, personnel files and any other company records.
- Assists management to create, implement and maintain standard operating procedures and guidelines.
- Ensures controlled drugs log, veterinary licensures and clinic certifications are maintained as required by law.
- Participates in and contributes to monthly managers’ communication and workshop meetings as well as quarterly veterinary staff meetings.
- Establishes and enforces adherence to security procedures to ensure the safety and security of patients, staff, assets, and facility. Responds promptly and appropriately to security needs and notifications of breaches in security.
- Monitors and reports regularly on clinic performance; proactively identifies opportunities to improve quality of service as well as efficient and effective use of resources.
- Conducts ongoing monitoring of quality of services in all departments including client complaints, surgical complications and mortalities, vaccination reactions or other quality indicators as appropriate.
- Participates in the development and implementation of clinic projects and programs.
- Ensures cleanliness and neat & orderly appearance of the clinic and property.
- Ensures proper maintenance of all equipment and vehicles; secure service or repairs when needed.
- Ensures consistent availability of supplies for clinic needs within budget and ensures security of company assets.
- Ensures a high quality customer experience for every client through exceptional customer service and high quality patient care throughout the clinic.
- Oversees customer service concerns; deals with client complaints and unusual client requests professionally and promptly.
- Monitors staff interactions with the public to ensure prompt, courteous and appropriate service is rendered in accordance with company policies and procedures.
- The Clinic Manager has the authority to offer clinic goods and services at no charge to resolve customer complaints when appropriate and within budget and to ensure customer satisfaction.
- Regular attendance and punctuality is required. Vacations, call outs, and tardiness must be discussed with direct supervisor by phone or in person.
- Flexibility in schedule is required, including the ability to work evening, early morning and weekends. Overtime may be needed as determined by the needs of the organization.
- Must be available to address clinic needs that may arise on short notice and under urgent or emergency situations requiring immediate attention.
- May be called upon to handle animals.
- Perform other duties as assigned.
Education and Qualifications
- Minimum H.S. diploma or equivalent; post-secondary degree preferred.
- Must have excellent interpersonal skills to allow effective working relationships with other supervisory personnel as well as development of subordinates.
- Minimum 3 years experience in customer service in hectic office setting.
- Prior supervisory and training experience in animal hospital or clinic environment preferred.
- Prior experience or training in shelter, rescue or high-volume spay/neuter setting preferred.
Knowledge and Skill Requirements
- Must embrace the mission and goals of the organization; have sincere interest in advancing the objectives determined by the Board of Directors.
- Must speak, type and write clear and fluent English. Bilingual (English and Spanish) preferred.
- Must be able to use equipment required by the position with proper training, including computers and software systems, printers and copiers, telephone system, fax machine, and others as assigned.
- Must possess ability to work in high-volume, fast-paced clinic environment (occasionally in various locations or off-site).
- Must possess ability to maintain good working relationship with clients and staff members.
- Must possess ability to work independently as well as part of team.
- Must maintain open mind regarding changes and be willing to learn, implement, and teach new protocols.
- Must be able to analyze and define problems, collect and organize data, establish facts and draw valid conclusions. Must be able to develop and implement creative solutions to complex and abstract problems.
- Self-confident, self-motivated, self-starter.
- Must have strong written and verbal communication skills.
- Must have computer skills in internet, email, Word, Excel and basic understanding of databases.
- Must have strong problem solving and organizational skills, ability to coordinate work efficiently in a fast-paced high-volume environment with keen attention to detail.
- Must have ability to handle inflammatory situations with both clients and staff staff to bring conflicts to a mutual resolution.
Physical Requirements/Work Environment
- High volume, hectic Veterinary office similar to a medical care/urgent care environment.
- Noise level varies; animals will make noise including dogs barking, cats meowing or screeching; telephones ringing.
- Interacting and having regular contact with animals including but not limited to dogs and cats.
- Must be able to lift up to 30 pounds without assistance.
- Must be able to sit or stand for extended periods up to 8 hours.
- Must have visual and auditory acuity sufficient to allow communication via telephone, computer and on paper.
- Must be able to read, understand and execute written instructions and information.
- Services may be provided occasionally off site, outdoors or indoors in temporary settings throughout NJ.