Jobs – Mobile Surgical Unit Manager/Head Veterinary Technician

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Job Title: Mobile Surgical Unit Manager/Head Veterinary Technician
Reports to: Associate Executive Director

Job Summary:

This role manages and oversees the maintenance, operation and performance of the mobile surgical unit. The Mobile Surgical Unit Manager/Head Veterinary Technician ensures a high-quality customer experience at every step of the process and guarantees exceptional care is administered to every patient in accordance with company policies.

Job Responsibilities:

  • Personnel & Management –
    • Provides direct supervision of surgical support staff; 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 unit 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; coordinates 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 Associate 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, within budget, and subject to approval of Associate Executive Director; involuntarily terminates staff when necessary and subject to approval of Associate Executive Director, 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 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.
  • Customer Service/Animal Care –
    • Provides hands-on animal care and participates in the accomplishment of daily workload as a member of the surgery team.
    • Oversees customer service and animal care concerns; deals with client complaints and unusual client requests professionally and promptly; monitors staff’s client interactions to guarantee client satisfaction.
    • Monitors staff interactions with the public to ensure prompt, courteous and appropriate service is rendered in accordance with company policies and procedures.
    • Notifies clients regarding any significant findings while animal is in unit, e.g. changes of sex, findings during veterinarians’ exam that indicate anything of concern or that owner should follow up with regular vet, positive results of snap tests, significant changes in health status (seizures, development of URI, etc.), and mortality with courtesy and respect.
    • Ensures proper dissemination of medical information, findings and instructions to pet owners directly or through staff when necessary for communication to pet owners.
    • The Mobile Surgical Unit Manager/Head Veterinary Technician has the authority to offer unit goods and services at no charge to resolve customer complaints when appropriate and within budget and to ensure customer satisfaction.
  • Administrative –
    • 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 Associate Executive Director and monitors adherence to approved budget by all departments on an ongoing basis; reports monthly to Associate 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.
    • Monitors inventory of medical/surgical supplies to ensure consistent availability for department needs and security of company assets.
    • Participates in the development and implementation of unit projects and programs.
    • Ensures cleanliness and neat & orderly appearance of the unit and property.
  • Maintenance –
    • 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 proper documentation of findings, treatments, and procedures are entered in patient medical records.
  • Schedule –
    • 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 unit needs that may arise on short notice and under urgent or emergency situations requiring immediate attention.
  • Animal handling is required.
  • 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 2 years experience as veterinary technician in veterinary hospital or clinic.
  • Minimum 1 year prior supervisory experience in veterinary setting.
  • Prior customer service in hectic office setting preferred.
  • Prior experience or training in shelter, rescue, high-volume spay/neuter, or mobile veterinary clinic setting preferred.
  • Must possess valid driver’s license and have clean driving record.

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.
  • Able to recognize warning signs in animal behavior.
  • 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.
  • 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 to bring conflicts to a mutual resolution.
  • Must be able to read and understand technical medical information and apply concepts to needs of department. Must be able to explain concepts to lay staff and clients clearly.

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.
  • Interacting and having regular contact with animals including but not limited to dogs and cats.
  • Must be able to lift up to 50 pounds repeatedly without assistance. Must be able to assist others in lifting more than 50 pounds.
  • Must be able to hitch trailer to truck.
  • Must be able to drive truck with hitched trailer to various locations throughout NJ.
  • Must be able to sit or stand for extended periods up to 10 hours.
  • Must be able to read, write legibly, and communicate clearly in English both in person and on the telephone. Ability to communicate with professionalism and tact.
  • Must be able to lift and carry up to 50 pounds repeatedly without assistance. Must be able to assist others in lifting more than 50 pounds.
  • Must be able to bend, kneel and reach repeatedly; must be able to work, reach and lift on hands and knees.
  • Must be able to grasp, hold, and manipulate objects varying from small and fine to large and heavy with both hands.
  • Must be able to safely and competently operate equipment pertinent to carrying out their duties with proper training.
  • Must be able to function effectively during emergency situations.
  • Must be able to cope with death adequately so as to offer appropriate support to bereaved owner.
  • Must physically hold and restrain pets that may struggle, scratch, or try to bite.
  • Must be able to view, smell or hear physical symptoms or medical problems, read medical instruments, and follow handwritten instructions.
  • Must be able to perceive, evaluate, respond and react quickly to visual, olfactory or auditory signals, warnings, or communication from other staff, animals, or medical equipment.
  • 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 primarily provided on mobile surgical unit at temporary settings throughout NJ.