Regional Manager, Practice Operations (NY)

at  Small Door Veterinary

Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. We designed and delivered a reimagined veterinary experience via a membership that includes exceptional care, 24/7 telemedicine, and transparent pricing - delivered with modern hospitality in spaces designed by animal experts to be stress-free. We opened our flagship location in Manhattan’s West Village in 2020 and have quickly expanded across the East Coast. Small Door now operates in New York City, Boston, Washington DC, and Maryland with continued expansion plans in 2024.
The Regional Manager is responsible for Small Door’s New York-based practices and accountable for multi-site practice performance, including P&L responsibility, oversight of quality, staffing model, day to day operations, and patient and team member experience.
Our Regional Director will be based in New York City and is expected to work onsite at our New York City practices multiple times out of the week. This role will report to our President and Head of Operations.

• Ability to analyze business reporting and create recommendations/actions to meet/exceed business KPIs
• Overseeing the administrative operations of 5 practices
• Monitor the P&L statements for each practice and develop effective ways to close the gaps between actual performance and company projections
• Responsible for resolving Member escalations within established SLA
• Ensures Practice Manager accountability for consistent execution of clinical administration standards
• Understands and promotes the brand principles and is an exceptional representative of the business both with internal and external stakeholders
• Strong operational background and ability to implement and oversee operations
• Responsibility for the development, retention, hiring, performance management, compensation, and engagement practice management staff
• Manage the operating budget and allocation of resources. mentor and manage practice Managers and support staff at each site
• Comprehensive understanding of operational and clinical protocols and the ability to work with Medical leadership to implement and manage exceptional quality programs
• Champions and leads change, embraces new business models and innovative approaches to delivery of high quality clinical services
• Creates a positive, professional environment that fosters strong team member engagement
• Collaborates with HQ support teams to support initiatives and consistently improve on operational processes and compliance
• Strong understanding of insurance; revenue cycle; patient billing; treatment planning. Ability to drive leading and lagging indicators to assure success
• Actively participate within the Operations Leadership Team to ensure collaboration and best practice sharing amongst the broader team
• Take appropriate actions to ensure compliance with applicable laws, regulations, Small Door employee policies and procedures, and full integration into our culture and support resources