N ational Veterinary Associates is seeking to hire a General Manager of Hospital Operations for Princeton Animal Hospital & Carnegie Cat Clinic in Princeton, New Jersey!


This role oversees the operations of a large-volume hospital, supports the rollout of NVA (National Veterinary Associates) programs across their site, acts as an influencer for other sites within the division, as well as acts as a liaison between the NVA Support Center and the veterinary practice and performs duties at the direction of the Division Leader (DDO, DL). This individual will work closely with the Division Leader and other local Field Leaders (MRO) to improve processes and profitability, by identifying and implementing local growth initiatives using meaningful measurements.



The General Manager of Hospital Operations partners with the Managing Veterinarian to provide a smooth and profitable operation by driving revenue and managing costs while creating a hospital culture based on high-quality patient care and exceptional customer service. Responsibilities include managing, planning, and coordinating the hospital's overall operations and cultivating a supportive and collaborative team environment. Given the management responsibilities and the face-to-face interaction with clients and employees, on-site attendance is considered an essential job function of this position.


Ideal candidates are analytical thinkers, experienced problem-solvers, and effective communicators with a proven record of accomplishment of success in operations management and people leadership.


NVA hospitals offer a Comprehensive Compensation Package, Health Benefits, Pet Perks, and a fair Work-Life Balance! To learn more about our hospital, please visit our hospital website: https://www.princetonvet.com/


Job Summary

The hospital General Manager is an innovative leader and key member of the veterinary hospital leadership team. The General Manager (GM) partners with the Managing Veterinarian (MDVM) and hospital leadership team to lead an efficient and profitable operation by driving revenue and managing costs, while creating a hospital culture based on high quality patient care and exceptional customer service. Responsibilities include managing, planning, and coordinating the overall operations of the hospital, and cultivating a supportive and collaborative team environment with all department leads and staff. We are looking for an experienced industry visionary that can assist this high volume/high growth hospital with current and planned growth.


Job Duties and Responsibilities

Goal Orientation and Financial Planning

• Establishes thoughtful goals and budgets based on historic trends and data, and develops specific action plans to meet or exceed them.
• Participates in the planning and budget maintenance process.
• Creates the hospital schedule and manages labor costs to budget.
• Manages accounts receivable and cash on hand, including performing invoice audit reviews.
• Manages hospital inventory and controls facility and administrative costs.
• Performs other duties essential to the performance of the hospital as assigned.
• Able to effectively manage multiple competing priorities and highly complex business and relationship dynamics to achieve positive business outcomes, engaging stakeholders through influence to generate buy-in.

Core Operations

• Oversees employee benefits program and hospital insurance plans.
• Develops and implements hospital policy, including DEA/Controlled Substances and OSHA compliance.
• Performs quality checks and reviews of client files.
• Monitors computer systems and works with Help Desk to resolve technical systems/equipment issues.
• Stays informed of local, state, and federal regulations and leads hospital compliance.
• Ensures payroll is accurately completed and submitted for all hospital staff.

People Leadership

• Partners with the Managing Veterinarian and department leads to address staffing needs including hiring, training, performance-reviews, coaching, and progressive counseling.

• Implements performance-based incentive and rewards and recognition programs.
• Manages staff, including grooming and boarding staff if applicable.
• Tracks and maintains current licensure for all DVMs.
• Actively recruits, interviews, and selects a diverse and high-performing team.
• Coaches and develops others, providing the right tools, setting clear expectations, gives constructive and timely feedback.
• Rewards people for good performance and takes action to address underperformance.
• Creates energy and excitement around shared goals to build team and organizational commitment.
• Develops rapport with MDVM and ADVMs through regular check-ins.
• Plans and conducts regular meetings and one-on-ones with all team members.
• Leads effective employee engagement efforts to improve and elevate engagement, resulting in strong retention and positive hospital culture.

Client Service

• Demonstrates and reinforces the highest level of client service.
• Resolves client issues and escalations, and oversees client follow-up communication.
• Drives client visits through strategic client communication and local marketing efforts (i.e. Community).
• Models exceptional client service and holds team accountable for the same.
• Plans and leads effective individualized employee training to advance client service outcomes.
• Has a visible and accessible leadership presence in the hospital.
• Ensures client retention and new client acquisition processes are in place and utilized.

Innovation and Change Leadership

• Acts as a champion for change and identifies, documents, shares, and promotes best practices.
• Seeks and acts on feedback to enhance hospital performance.
• Develops and implements local marketing strategy to grow the business.
• Embraces continuous improvement to quickly adapt to changes in business conditions and trends.
• Investigates and adopts best practices from within and outside the organization.
• Knows the market: competition, trends, demographics, microeconomic factors.
• Promotes new ways to look at problems and processes to drive efficiencies.

Core Values/Servant Leadership

• Demonstrates professionalism and composure always, regulates tone and body language when faced with challenging situations.
• Deals constructively and proactively with own failures and mistakes.
• Do what you say you’re going to do; acts with honesty and authenticity.
• Effectively communicates leadership beliefs; clearly defines and communicates vision.
• Creates a diverse and inclusive environment where open dialogue is encouraged.
• Addresses concerns in the hospital with humility, candor, and fairness.
• Understands audience and adjusts communication as needed.

Qualifications:

• Bachelor's degree in business or related degree is preferred.
• Veterinary Medicine experience is preferred.
• 5-7 years of experience in an administrative role, including customer service experience and leading a large team in multiple physical locations.
• Certified Veterinary Practice Management (CVPM) is a plus.

Knowledge and/or experience in the following areas:

• Multi-site or high volume P/L management $10M+
• Exceptional time management and organizational skills with the ability to remain flexible and agile.
• Reporting and data analysis.
• Problem solving and conflict resolution skills.
• Strong verbal and written communication skills, including executive presentations.
• Project and/or program management skills.
• Intermediate computer skills i.e. Microsoft Office suite (Previous practice management software knowledge preferred).
• HR policy and protocol development.

• Staff management including: coaching, developing, and motivating staff.

Location: