PRACTICE MANAGER JOB DESCRIPTION AND EXPECTATIONS
Supervises: Hospital Support Team, Doctors
Reports to: Hospital Director
Summary of Job Purpose and Function
The primary purpose and function of the Practice Manager is to carry out the mission and vision of AVS and to ensure the highest quality of client education, communication, and convenience is practiced at all times. The Practice Manager is responsible for the relations of AVS leadership team, support staff, AVS Doctors, clients, rDVMs, liaison between all departments of AVS, as well as overseeing all aspects of client retention activities. The Practice Manager is an active participant in the Leadership Team of the hospital.
Practice Manager Job Description & Expectations
The Practice Manager is also expected to:
- Participate in all staff and training meetings (these are occasionally scheduled evenings and weekends).
- Attend all Continuing Education events hosted by AVS
- Attend all staff meetings and training.
- Perform other duties as assigned.
Manager – Personnel and Client Functions:
- Handle angry or grieving clients with a calm, compassionate, and reassuring manner.
- Review with Leadership Team monthly new client and referral reports.
- Maintain main projects list and ensure all projects are completed in a timely manner and all deadlines are met.
- Assist with planning and coordination of all client appreciation events and activities.
- Assist with planning and coordination of all RDVM appreciation events and continuing education functions.
- Complete assigned tasks in a timely manner and meet all deadlines. .
- Provide original ideas for improving policies, procedures, and client/rdvm appreciation.
- Set goals and accountability to track all departments.
- Ensure all clients have a positive experience.
- Perform other duties as assigned.
Management Tasks and Responsibilities:
- Actively participate in the Leadership Team
- Direct concerns to appropriate hospital leaders
- Mediate Staff Conflict and Resolution
- Maintains employee policies and contracts
- Production (includes but not limited to: education, motivation, coordination, evaluations, analysis/budget for optimal staff)
- Fee structuring
- Hospital budgets (including inventory)
- Prepare and Supervise accounting reports and transactions
- Assist in maintaining inventory of pharmaceuticals and hospital supplies.
- Ensure that Cubex inventory management system is being used correctly, and update/create items in Cubex and Cornerstone as necessary.
- Utilize the Cubex inventory management system to minimize theft by employees or clients using Cubex and Cornerstone.
- Review Cubex Optimum Order Points reports monthly and adjust minimum drug and hospital supply values and reorder points.
- Train staff to properly use Cubex inventory system, and monitor it for correct use.
- Assist with purchase orders using Cubex. Ensure all purchase orders are generated in Cubex – post copies of orders placed so that staff members are aware of what is on-order.
- Place orders for supplies according to the set inventory ordering schedule.
- Maintain positive relationships with vendors.
- Discuss new products with detail reps or suppliers. Relay information to veterinarians, and arrange for further communication with company reps or decide which new products to order.
- Meet with veterinarians on regular basis on current drugs and supplies or changes.
- Know when to take advantage of cost-effective, special-purchase promotions.
- Supervise receipt of supplies that have been ordered.
- Ensure that all orders are properly Restocked into Cubex.
- Check for breakage or other problems that would render merchandise unusable.
- Check and reject any short-dated drugs.
- Report problems to suppliers.
- Enter merchandise items into practice’s computerized inventory system.
- Check and implement storage condition needs, such as refrigeration.
- Stock office supplies so that materials are consistently available.
- Develop return policies for clients and learn return policies of vendors.
- Develop physical inventory rotations – perform routine Cycle Counts in Cubex.
- Negotiate purchases with respect to price, discount, quality, quantity, delivery dates, etc.
- Develop purchase orders prior to making purchase to help with price negotiating and communicating past costs on items.
- Be able to forecast by preparing calculations for R.O.P.s (Reorder Points) and EOQ (Economic Order Quantity).
- Communicate with Veterinary Technician Supervisors on hospital supplies.
Physical requirements in the workplace environment include:
- Clear speech
- Lifting up to 50 pounds unassisted
- Extensive mobility such as but not limited to: bending and stooping
- Ability to read instructions
- Differentiate colors
- Must be compliant with safety and OSHA rules/regulations
- Proven effective supervisory skills including cultivating a positive, high performance team.
- Able to motivate, mentor and performance manage including corrective action to ensure continually high standards.
- Able to work under pressure and stressful situations while handling multiple tasks
- Attentive to details and have excellent organizational skills.
- Excellent interpersonal skills with a positive attitude and be client-focused.
- Neat, professional and well groomed at all times.
- Self motivated and have initiative - work with little supervision.
- Work flexible shifts - days, evenings, weekend and holidays.
- Solid knowledge of Microsoft Office and general computer applications.
KEY SKILLS REQUIRED:
Capabilities and Experience (can do)
- Ability to multi-task - Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
- Communication skills - Reads, writes and speaks fluent English, using appropriate grammar, style and vocabulary. Correctly spells commonly used English words and job specific terms. Demonstrates exceptionally strong written and verbal communication skills.
- Organizational ability - Demonstrates a systematic approach in carrying out assignments. Is very orderly and excels at cutting through confusion and turning chaos into order.
- Problem solving skills - Demonstrates a strong ability to identify, analyze and solve problems quickly, efficiently, and professionally, and in line with the company mission. Unusually decisive in handling difficult problems. Translates problems into practical solutions.
- Client service skills - Consistently ensures clients are treated with attentive, courteous, timely, and informative service. Gains and shows personal satisfaction from delivering great service.
- Intellectual ability - Accurately, consistently, and with a good attitude follows instructions delivered by a superior in an oral or written format.
- Computer skills - Comfortably and confidently uses management software, and Microsoft Word, Excel, Access, Outlook, etc.
ATTITUDES (will do)
- Initiative - shows willingness and aptitude to use own discretion in taking appropriate steps in finding solutions to problems; presents options and ideas to enhance current processes or procedures. Takes on additional responsibility when both big and small tasks need to be done. Demonstrates a consistent attitude willing to go above and beyond minimum expectation for the betterment of the practice, it clients and its patients.
- Integrity - Firmly adheres to the values and ethics of AVS. Exhibits honesty, discretion, and sound judgment.
- Cooperativeness - Willing to work with others, collaborating and compromising where necessary; promptly share relevant information with others. Does not gossip, discourage, exhibit petty behavior, or undermine practice management and decisions.
- Flexibility - Is open to changing situations and opportunities and is willing to perform all tasks assigned.
- Independence - Able and willing to perform, to the best of your ability and for the betterment of the practice, tasks and duties without supervision.
- Tolerance for Stress / Resiliency - Maintains a positive "can do" outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.
All employees must be aware that working with animals can be dangerous and unpredictable. By accepting a position within our organization you accept the fact that these factors are inherent to your job. You will always work with the assumption that you can be injured and/or soiled upon by these animals. You should work with the utmost care and respect for the animals at all times.
All job descriptions are subject to change and to the terms and conditions of the Employee Handbook.