Sr. Hospital Operations Manager at Petco

Hampton, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

14 Jun, 26

Salary

0.0

Posted On

16 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Leadership, Financial Management, Revenue Growth, Cost Management, Patient Care, Customer Service, Team Leadership, Scheduling, Inventory Control, Hiring, Training, P&L Review, OSHA Standards, Change Agility, Decision Making, Delegation

Industry

Retail

Description

Create a healthier, brighter future for pets, pet parents and people! If you want to make a real difference, create an exciting career path, feel welcome to be your whole self and nurture your wellbeing, Petco is the place for you. Our core values capture that spirit as we work to improve lives by doing what’s right for pets, people and our planet. We love all pets like our own We’re the future of the pet industry We’re here to improve lives We drive outstanding results together We’re welcome as we are Petco is a category-defining health and wellness company focused on improving the lives of pets, pet parents and Petco partners. We are 29,000 strong and operate 1,500+ pet care centers in the U.S., Mexico and Puerto Rico, including 250+ Vetco Total Care hospitals, hundreds of preventive care clinics and eight distribution centers. We’re focused on purpose-driven work, and strongly believe what’s good for pets, people and our planet is good for Petco. Position Purpose: The purpose of the Senior Hospital Operations Manager is to provide daily leadership to a minimum of two hospitals and partner with the Hospital Veterinarians. The Senior Hospital Operations Manager will also partner with our retail store partners to provide a smooth and profitable operation by creating a culture of high-quality patient care and exceptional customer service, as well as driving revenue and managing costs. The Senior Hospital Operations Manager represents the mission and values of their hospitals and Petco to all clients. Our partners are empowered to do what it takes to create an exceptional client and patient experience. The Senior Hospital Operations Manager coordinates the overall operations of their hospitals and cultivates a supportive and collaborative team environment by fostering cohesion and motivation within their teams. If you have a passion for pet health and wellbeing, we’d love to have you on our team! Essential Job Functions The essential duties and responsibilities that are required of this position. This section includes the primary accountabilities or duties of the role. The Senior Hospital Operations Manager must be able to perform all the following duties and responsibilities with or without reasonable accommodation: Provide operational leadership to a minimum of two hospitals within their respective Area and execute appropriate direction given by the Area Operations Manager (AOM) to support their hospitals+ Lead hospital paraprofessionals to drive operational excellence, efficiency, high standard patient care and excellent client experience while fostering productive, collaborative, and seamless relationships with all Veterinarians to drive a positive culture and cohesive team environment. Act as point person for all day-to-day functions of their practices including scheduling, equipment function and maintenance, inventory control and ordering, invoicing, patient scheduling, team training, radiological safety program and handling elevated client concerns. Oversee hiring, training, reviewing, counseling and separation of paraprofessional partners, in partnership with AOM and Human Resources Business Partner (HRBP). Assume scheduling responsibilities for all paraprofessional partners and maintain all hospital partner points in accordance with Petco’s punctuality and attendance policy, including creating and maintaining Veterinarian’s schedule with support from Area or Regional Medical Director as needed. Review P&L reporting, and partner with AOM to increase revenue growth and exceed financial targets set by Finance team. Develop monthly and weekly plans in collaboration with the AOM, track results, and ensure goal attainment. Build a sustainable model for reinvestment in people and hospitals and escalate partner or client issues to the AOM, Area Medical Director and/or HRBP. Interface and collaborate with Petco store and local Vetco clinic team to drive a seamless complete care customer experience. Schedule appointments, provide client education, relay test results to Veterinarians and clients, maintain hospital inventory and client/patient records, and manage accounts receivable. Maintain OSHA standards, uphold and enforce all policies of Petco and Vetco Total Care, support the AOM in leading the weekly market meetings, and assist in implementing of Petco initiatives across market. Serve as point of contact coverage when AOM out of office, assist in managing relief DVMs who are available to multiple locations, provide support for new hospital launches Other Duties and Responsibilities: Patient care always comes first. Any issues with patient clients or hospital partners are dealt with and resolved as they occur, or as soon as is possible. Exceptional teamwork and commitment to achieve shared goals to benefit the entire company of Petco. Collaborate with the Retail and Vetco clinic Team to drive a positive cultural and cohesive team environment! Provide backup front desk support as needed including answering telephones. Perform additional duties and special projects as assigned. Assist the AOM in market initiatives. Assist AOM in Mentoring LODs and HOMs in the market. Able to commute between their two hospitals spending equal time in both hospitals and as directed by their AOM. Nature of Supervision: The incumbent reports to the Area Operations Manager. Planning and Problem Solving: The Senior Hospital Operations Manager must possess excellent planning skills while scheduling the hospital paraprofessional partners in order to ensure adequate coverage while making sure the hospital does not exceed forecasted payroll costs. The Senior Hospital Operations Manager will also play a crucial role in ensuring that day-to-day operation of the hospital is efficient and provides an optimal experience for our patients and guests. Impact: This position will impact the organization by contributing to the growth of productive practices while focusing on a high-quality standard of care. From an overall hospital organizational standpoint, this position in critical to ensuring that we have a cohesive, well-trained, and motivated medical support team. The desired result is the creation of an optimal environment that ensures partner retention, patient well-being, and customer satisfaction. Supervisory Responsibility: This position includes multiple direct reports across a minimum of two hospitals (Veterinary Technicians, Vet Assistants, and Concierge partners) with daily responsibilities that include recruiting, interviewing, hiring, training, mentoring/coaching, assignment delegation and partnering with Human Resources on discipline up to and including termination. Minimum Requirements: 3- 5 years previous experience working in veterinary practice 3+ years in a management role, including customer service Previous P&L management Must have excellent written and verbal communication skills. Ability to make decisions, delegate tasks and responsibilities and drive results with hospital partners Must be compassionate and sympathetic and be able to maintain a professional attitude and demeanor during emotional and stressful situations. Must have telephone etiquette and basic computer skills. Must be a team player willing to continue learning, offer creative ideas and accept continual change. Change agility- Works productively and able to navigate ambiguity or uncertainty while assuming positive intent in a fast-paced and evolving environment. Desire to Learn - Demonstrates flexibility and resilience in response to obstacles, constraints, adversity, and mistakes. Constructively and resourcefully adapts to changing needs, conditions, priorities, or opportunities. Seeks out opportunities to learn from new discoveries, innovations, ways of looking at things, knowledge, and ideas. Invites and incorporates both giving and receiving productive and well-intentioned feedback. Drive for Results -- Initiate decisive, timely actions to address important issues. Demonstrates a strong sense of ownership and a commitment to achieving meaningful results. Sets challenging, clear goals/targets and expectations for achieving business results. Drives initiatives/efforts while taking personal responsibility to make decisions and execute actions. Basic computer skills i.e., Microsoft Office suite For existing HOMs: Current hospital performance must be top quartile in performance Have a ready now HLOD that can help support their current home hospital. Voice of the Client scores of 9.0 or better Good hospital engagement and Voice of the Partner scores Good developer of talent Desired Requirements Bachelor’s degree or equivalent experience Multi-unit leadership and/or large practice experience would be a plus Reporting and data analysis experience Veterinary Assistant/Technician experience in positions of increased responsibility Licensed Veterinary Technician or Certified Veterinary Assistant (not required) Work Environment: The majority of job duties are conducted in the Veterinary Hospital. Position requires bending, kneeling, lifting (up to 30 pounds, as necessary) and standing for long periods of time. A large amount of this partner’s time will be spent in direct contact with clients and their pets. Contacts: This position will regularly communicate with clients, veterinary specialists, store partners, and companies that provide products and/or services that the practice utilizes. The right candidate will be able to positively represent the hospital and Petco within the professional community and to our guests. Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification. To translate this webpage to Spanish or other languages on your internet browser click the translate button to the right of your browser address bar. Additional instruction can be found here: https://support.google.com/chrome/answer/173424?hl=en-GB&co=GENIE.Platform%3DDesktop Para traducir esta página web al español u otros idiomas en su navegador de Internet, haga clic en el botón de traducción a la derecha de la barra de direcciones de su navegador. Puede encontrar instrucciones adicionales aquí: https://support.google.com/chrome/answer/173424?hl=en-GB&co=GENIE.Platform%3DDesktop We're proud to be "where the pets go" to find everything they need to live their best lives for more than 60 years — from their favorite meals and toys, to trusted supplies and expert support from people who get it, because we live it. We believe in the universal truths of pet parenthood — the boundless boops, missing slippers, late night zoomies and everything in between. And we're here for it. Every tail wag, every vet visit, every step of the way. We are 29,000+ strong and together we nurture the pet-human bond in more than 1,500 Petco stores across the U.S., Mexico and Puerto Rico, 250+ Vetco Total Care hospitals, hundreds of preventive care clinics and eight distribution centers. In 1999, we founded Petco Love. Together, we support thousands of local animal welfare groups nationwide and have helped find homes for ~7 million animals through in-store adoption events. Explore Life @ Petco and discover what it’s like to work here.

Responsibilities

The Senior Hospital Operations Manager provides daily leadership to a minimum of two hospitals, partnering with veterinarians to ensure smooth and profitable operations through high-quality patient care and exceptional customer service. This role involves coordinating overall hospital operations, cultivating a supportive team environment, and driving revenue while managing costs.