Practice Manager

2 weeks ago

Singapore GENTLE OAK VETERINARY CLINIC PTE. LTD. Full time
Mars Veterinary Health (MVH) is a global leading provider of high-quality, advanced veterinary care for companion animals.

Our business offers a wide range of high-quality medical services covering preventive and basic health care as well as advanced diagnostics, internal medicine, intensive care, surgery and orthopedics.

MVH also provides rehabilitation, physiotherapy, dietary advice and offers selected pet food, pharmaceutical and care products.

Gentle Oak is a business unit of MVH Asia, seeks a Practice Manager to join its veterinary team.


The Practice Manager is to manage the clinic and ensure the highest quality of veterinary care, exceptional client service, associate engagement and maximum productivity of the veterinary medical team.


Responsibilities

  • Provide consistent high quality care and exceptional service to the most pets and clients and to maximize efficiency, productivity and profitability.
  • Oversee and train associates on professional, efficient and exceptional client service (lead by example), to include client education, preventive care, pet health needs, hospital services, marketing campaigns, and other related information; effectively resolve client issues.
  • Follow all protocols and practices and be responsible for ensuring that associates achieve practice priorities while building our culture and brand.
  • Identify potential "bottlenecks" and formulate solutions to remove barriers in medical operations that would impede the doctors from providing world class care.
  • Interview, select, train, develop, coach, mentor and, if necessary, discipline and terminate paraprofessional staff.
  • Work with the Field Director to establish development plans (PDPs) for the paraprofessionals, and focus teams to deliver practice priorities and exceed goals while building our culture and brand. Conduct frequent development discussions with paraprofessionals to construct compelling development plans and execute them.
  • Effectively create and maintain paraprofessional schedules to meet client needs according to MPVG guidelines, while proactively planning time off and Continuing Education (CE) scheduling.
  • Create a collaborative environment and develop an efficient, productive team that provides the highest quality care and service to the most pets and clients.
  • Develop annual planning, budgeting and hospital productivity levels for the clinic.
  • Manage and drive consistent revenue growth and profitability improvements in the hospital. Monitor all financial and operational metrics ensuring deviations from plan are addressed timely and appropriately.
  • Manage daily operations of hospital to deliver consistent performance in market penetration and client and associate retention. Manage overall labour costs while ensuring appropriate scheduling / staffing during all operating hours.
  • Ensure compliance with all practice policies and procedures and with Singapore laws.

Requirements:

  • Minimum a Bachelor's degree in business or related discipline, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
  • Veterinary technician certification, licensure, and experience would be an advantage
  • Minimum 3 years related experience required (health care, veterinary profession, service industry, etc.), including direct supervisory experience (includes hiring, associate development, etc.)
  • MPVG clinic experience and/or previous experience as a Practice Manager in veterinary medicine preferred.
  • Independent, selfmotivated, capable to meet tight timelines.
  • Attention to details and accuracy with strong sense of urgency.
  • Ability to handle multitasks and respond effectively to adhoc requests.
  • Good stakeholder management skills and strong interpersonal and communication skills.

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