Animal Health Services Supervisor

Job Description:

The Animal Health Services Supervisor is responsible for overseeing the day-to-day operations of the hospital, promoting a culture of high-quality care and exceptional customer service. You will work closely with your team to create a supportive and collaborative work environment that fosters growth and accountability. If you are passionate about pet health and wellbeing, we welcome you to join our team!

A brighter and healthier future for pets, pet parents, and people is within our reach if we all commit to doing our part in achieving it

With Petco, you can embark on a satisfying and impactful career path that upholds diversity, embraces individuality and focuses on overall well-being.

Guided by our core beliefs, we strive to make the world a better place by prioritizing the welfare of pets, people, and the earth.

• Our passion for animals ignites every time one comes into our care, and we treat them as we would our own furry family members
• Our leadership will determine the direction of the pet industry, and by working together, we can propel it to new heights and fulfill its potential as a thriving, responsible, and compassionate industry
• We are dedicated to facilitating improvements in people's lives through our work
• Together we produce outstanding achievements
• We find solace in being received as we truly are

Petco has an unwavering commitment to delivering the best possible care to pets, pet parents, and Petco partners through its extensive network of facilities and a dedicated team of over 29,000 animal care professionals.

Essential Job Functions:

This section provides a comprehensive list of the key duties and responsibilities that come with the Hospital Operations manager position. It is expected that the Manager will execute these tasks efficiently:

• Facilitate collaboration, communication and teamwork among hospital paraprofessionals, ensuring a seamless and coordinated approach to patient care and operational excellence.
• Promote a thriving and collaborative work environment by building strong and productive relationships with all veterinary staff members in the hospital.
• The veterinary practice requires an individual who can take responsibility for its day-to-day operations. The job description includes managing vet and support partner schedules, monitoring equipment, keeping tabs on inventory levels, invoicing correctly, organizing patient schedules, providing employee training, following radiological safety protocols, and managing customer complaints with tact.
• Collaboratively with HR and the AOM, oversee the hiring, onboarding, performance management, counseling and disengagement process of support staff, complying with all company laws and policies.
• Be in charge of organising schedules for Petco's paraprofessional team, planning shifts adequately in advance, ideally two weeks. Ensure all hospital partners comply with Petco's attendance rules by keeping accurate attendance records.
• Utilize the expertise and guidance of the Area or Regional Medical Director to ensure that all physician schedules are optimized for the benefit of the patient population.
• Partner with the Area Operations Manager to review P&L monthly reporting and identify ways to surpass financial targets outlined by the Finance team by increasing revenue growth.
• If there are any issues related to a partner or client, immediately alert the Area Operations Manager, Area Medical Director, or HRBP for timely resolution.
• Collaborate with the Petco staff to foster a culture of excellence that puts the complete care experience at the forefront of customer service.
• Organize appointments, educate clients, relay laboratory findings to physicians and patients, maintain and manage inventory, record and update patient information within a trusted practice management software system, and oversee accounts receivable.
• To minimize the risk of infection in a hospital, all equipment, surfaces, and common areas must be kept clean to ensure that patients can recover faster and feel more comfortable during their stay
• Strict adherence to the policies and procedures of Petco and Vetco Total Care is of utmost importance and should always be a top priority.

In addition to their main job duties, employees may be asked to take on non-primary responsibilities like coordinating events, drafting reports, or serving on committees. These tasks are expected to be performed with the same level of competence and professionalism as their primary duties:

• Patient care is the foundation of healthcare and must always be the top priority.
• Promptly addressing and resolving any issues involving patient clients or hospital partners is a fundamental principle of our organization.
• The exceptional collaborative abilities and commitment levels observed among Petco's workforce facilitate the achievement of shared goals that benefit the entire organization.
• Lead by example and encourage the Retail team to embody the values of the organization, such as respect, honesty, and integrity, to create a positive impact on the wider community
• Be ready to provide assistance with front desk duties, including answering incoming calls.
• Carry out further duties and special initiatives as instructed.

Responsibility for this position falls under the Area Operations Manager's supervision.

Successful planning and problem-solving require a willingness to think outside of the box and explore new, creative solutions:

The Hospital Operations Manager's duties entail effective planning for paraprofessional schedules and overseeing payroll expenses so that the hospital remains within budget. The Manager is instrumental in keeping the hospital's daily functions efficient and providing a consistently exceptional experience for patients and guests.

Impact:

The role being offered is significant for the organization as it helps achieve efficient practices and maintain high standards of patient care. It is a critical contributor to building a competent, accomplished, and motivated medical support team, which is essential for the successful functioning of the hospital. The ultimate goal of this position is to create an environment conducive to partner loyalty, patient wellness, and customer happiness.

Supervisory Responsibility:

In this position, the individual will manage a team consisting of Veterinary Technicians, Vet Assistants, and Concierge partners. The day-to-day responsibilities include recruitment, interviewing, hiring, training, mentoring, coaching, assignment delegation, and partnering with Human Resources on disciplinary matters that may lead to termination of employment.

Minimum Requirements:

• The job necessitates that the applicant must possess two to three years of prior experience in a veterinary facility. If this is not the case, having exceptional leadership experience for a minimum of two years will make the candidate eligible.
• Strong communication skills, both written and verbal, are an essential qualification for this role.
• The ability to make informed choices, assign tasks with precision, and deliver on promised outcomes are the key drivers of success when working with hospital partners
• Exercising empathy and composure in trying and emotional circumstances while remaining professional is a prerequisite for success in this profession.
• The job necessitates basic computer competency and etiquette when communicating over the phone, which are non-negotiable skills.
• The ability to learn continually, bring forth inventive ideas, and embrace changes are key components of an instrumental team player.
• Whether it's for personal or business use, having experience with the Microsoft Office suite can increase one's proficiency level and open doors for job opportunities

Desired Requirements:

• Working experience of 3-5 years in a veterinary practice is an essential requirement for this job
• Previous P&L management
• Prospective candidates must possess a Bachelor's degree or equivalent experience to be eligible for this role
• My leadership experience of more than three years involved overseeing the customer service department and related functions
• As someone who has contributed value to organizations through data analysis and reporting, I'm confident in my ability to add similar value to any team I join
• Through my experience in positions of increased responsibility, I have gained a deep appreciation for the important role that veterinary assistants and technicians play in ensuring the health and happiness of all animals
• Whether you're a licensed veterinary technician or a certified veterinary assistant, you play a vital role in ensuring the health and well-being of animals everywhere
• Agility- Efficiency to function competently and efficiently handle indeterminacy or uncertainty while holding a positive outlook in a dynamic and advancing environment.
• Zeal for Learning - Illustrates adaptability and determination in response to challenges, restrictions, misfortunes, and errors. Creatively and resourcefully adjusts to changing needs, situations, priorities, or opportunities. Explores opportunities to gain knowledge from fresh discoveries, advancements, views, and concepts. Encourages and integrates constructive and supportive feedback from all avenues.
• Demonstrating a results-driven attitude entails taking swift and meaningful actions to address pressing business issues. A deep sense of ownership and commitment to meaningful results is displayed, with challenging and clear goals and expectations established for achieving desirable outcomes. Initiatives and efforts are driven while assuming responsibility for decision-making and executing actions.

Work Environment:

Most of the job functions are carried out in the Veterinary Hospital. The job necessitates certain physical activities like kneeling, bending, standing for long periods, and occasionally lifting 30-pound objects. The role requires significant interactions with pets and their owners.