Practice Manager

Position Description

Lap of Love Veterinary Hospice, headquartered in Lutz, FL., seeks to add a key member to its growing team by employing a dynamic Practice Manager to support Lap of Love’s Practice Operations department. This individual will play an instrumental role in Lap of Love’s day-to-day operations by fostering meaningful relationships and a supportive work environment for our Associate Veterinarians. This enables our doctors to concentrate on the clinical and technical aspects of providing exceptional end-of-life care. Practice Managers ensure seamless operations in each market area by offering dedicated support to the doctors they serve. They tactfully blend empathetic listening with conflict resolution in internal and client interactions; handle schedules, calendars, and other logistics; and engage in professional cross-functional collaboration to ensure synergy between the Practice Operations department and the rest of the organization. Through their commitment to maintaining smooth operations and communication, Lap of Love’s Practice Management team reinforces the culture and reputational excellence that built our brand for current and incoming veterinarians.

Join us in our mission to provide compassionate end-of-life care for pets and support for their families. Together, we can make a meaningful difference in the lives of animals and the people who love them.

Requirements
Essential Functions and Responsibilities:

Foster strong, enduring relationships with veterinarians, encouraging their professional and personal satisfaction in their roles
Primary point of contact for an average of 20 veterinarians (equating to approximately 8 doctors on-call per day)
Oversee and prioritize calendars, manage doctor schedules, and approve PTO requests
Ensure exceptional service by monitoring appointments, addressing and resolving client concerns, and managing escalations with empathy and efficiency (ex: accidents, injuries, unique client requests, and unusual circumstances)
Occasional partnership with Crematory Relationship Administrator and client to ensure the highest level of care and service for families
Report/present to the Senior Practice Managers any updates or suggestions for standard operating procedures (SOPs) to help ensure quality in operations
Engage in professional cross-functional collaboration to ensure knowledge of systems and processes to appropriately provide front line support to doctors
Update departmental metrics

Experience, Education and Requirements:

Associates degree, or equivalent experience in business administration, management, leadership, or administrative processes required
Bachelor’s degree, or equivalent experience in business administration, management, leadership, or administrative processes preferred
Previous experience in clinical veterinary medicine, practice management, veterinary operations management, or similar role preferred
Commitment to excellence in client service
Dynamic problem-solving skills
Confident, independent thinker and adaptable
Top notch oral and written communication skills
Ability to thrive in a fast-paced environment
Excellent follow-up skills
High attention to detail and ability to adapt to new processes

Physical and Other Job Requirements:

Able to sit for prolonged periods of time of up to 8 hours per day
Able to frequently communicate by telephone and through use of computer technologies, including but not limited to email and video conferencing
Possess manual dexterity, fine motor skills, and the ability to operate a computer, read a computer screen and type on a keyboard for prolonged periods of time of up to 8 hours per day
Able to multitask using multiple computer tabs/platforms while engaging in conversation
Average or above average working knowledge of computers, email, video conferencing technologies, and digital medical records
Able to quickly learn custom software and other programs, such as Zoom, Trello, Office 365, Sunshine, and Google Suite
Average or above average working knowledge of the internet and scheduling and communications applications and software, such as Gmail, Google Calendar, and web-based communication platforms
Access to reliable and secure internet
Maintain confidentiality of all patient, client, and business information
Comply with all applicable laws, regulations, policies, procedures, and guidelines