Practice Manager

**_We have a Practice Manager vacancy at Mount Pleasant Jalan Gelenggang. _**

This is a leadership role focused on People Management, Clinic Operations and Business Performance.

Our Practice Manager manage the clinic and ensure the highest quality of veterinary care, exceptional client service, associate engagement and maximum productivity of the veterinary medical team. S/he partners with the Field Director to operate an effective and productive clinic team, ensures a safe and engaging clinic environment, and improve both the medical quality and business performance of the clinic.

The scope of this role covers but not limited to:

- Live and exemlpify the Five Principles of Mars, Inc. within self and team.
- Partner with the Field Director (if applicable) to manage the clinic as role models and champions of the Mount Pleasant Veterinary Group (MPVG) brand to provide consistent high quality care and exceptional service to the most pets and clients and to maximize efficiency, productivity and profitability. Train the team on MPVG guidelines and practices; supervise associates to ensure compliance.
- Regularly supervise the team of paraprofessionals in the clinic, consisting of at least two associates and often more (the size of the paraprofessional team will vary by clinic/s depending on factors such as business volume and client needs).
- Oversee and train associates on professional, efficient and exceptional client service (lead by example), to include client education, preventive care, pet health needs, clinic services, marketing campaigns, and other related information; effectively resolve client issues.
- Follow all MPVG 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.
- Partner with the Field Director and P&O (HR) to interview, select, train, develop, coach, mentor and, if necessary, discipline and terminate paraprofessional staff.
- Direct, lead and mentor the paraprofessional staff to realize their full professional potential and deliver outstanding, high quality medical care, client service and business results.
- 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 and work with Field Director to schedule associates 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 clinic team that provides the highest quality care and service to the most pets and clients.
- Develop annual planning, budgeting and clinic productivity levels for the clinic/s in partnership with Field Director and Director Veterinary Quality.
- Partner with area Field Director and Director Veterinary Quality to execute market objectives, goals, strategies and measurements (OGSMs).
- Participate in market level teams, discussions, and initiatives.
- Partner with Field Director to deliver outstanding financial results for assigned clinic.
- Manage and drive consistent revenue growth and profitability improvements in the clinic/s. Monitor all financial and operational metrics ensuring deviations from plan are addressed timely and appropriately.
- Manage daily operations of clinic 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.

Do you possess the following:

- Minimally 5 years of work experience required (health care, veterinary profession, service industry, etc.)
- Direct supervisory experience (includes hiring, associate development, etc.) required leading a team of over 15 team members.
- Clinic experience and/or previous experience as a Practice Manager in veterinary medicine preferred.
- Independent, self-motivated, capable to meet tight timelines.
- Attention to details and accuracy with strong sense of urgency.
- Ability to handle multi-tasks and respond effectively to ad-hoc requests.
- Strong stakeholder management skills with interpersonal and communication skills.