Practice Manager (Ottawa, ON)

Job Summary

We are seeking a dynamic and experienced veterinary Practice Manager to lead our team and ensure the smooth operation of our veterinary practice. This pivotal role is essential in driving the success of our practices by ensuring we deliver best-in-class care to our patients and fostering a positive and supportive environment for our employees. The ideal candidate will possess strong leadership skills, a commitment to driving accountability, a focus on operational excellence. A critical role in our success, the Practice Manager must effectively implement strategic initiatives, ensuring a consistent client experience across our network and be a positive representative of VetStrategy in the local community.

Please note this is an evergreen opportunity for future opportunities within our network.

Key Responsibilities

Leadership and Team Management
• Lead a team of clinical and support colleagues, fostering a positive and collaborative work environment.
• Drive accountability by setting clear expectations, providing regular feedback and conducting performance evaluations and talent assessments.
• Mentor and develop staff, promoting continuous learning and professional growth.
• Ensure the practice is adequately staffed by creating and managing to a labour model in line with the planned budget.
• Build and present business cases for talent acquisition needs; coordinate with Talent Acquisition on recruitment activities as required.
• Ensure job changes for team members are processed in Dayforce in a timely manner.

Operations Management
• Lead daily practice operations, with a focus on efficiency and effectiveness in all processes
• Implement and maintain standard operating procedures (SOPs) to ensure high-quality patient care and client service.
• Ensure scheduling aligns with business and client needs by actively managing to the practice budget and oversight of the scheduling process and outcomes.
• Manage inventory, ensuring the practice is well-stocked and prepared for both clinical and retail needs.
• Ensure practice facilities are well-maintained, overseeing cleaning, repairs and equipment management.
• Communicate corporate policies and procedures to colleagues, ensuring understanding and compliance.
• Actively manage the team by overseeing holiday approvals, tracking absences, and addressing disciplinary issues, in collaboration with the People Operations team as required, ensuring alignment with HR policies.

Financial Management
• Develop and manage the practice budget, monitoring financial performance and implementing cost-saving measures.
• Analyze financial reports to identify trends and opportunities for improvement.
• Engage in budgeting and forecasting for the practice, providing regular financial reports and performance updates to senior management.
• Ensure the practice complies with all financial regulations, including handling payments and invoices in line with best practice.

Client Relations
• Ensure colleagues foster strong relationships with clients, ensuring their needs are met with compassion and professionalism.
• Handle client concerns promptly and effectively, striving for positive outcomes.
• Adopt strategies to enhance client retention and increase client satisfaction, such as regular client feedback surveys and improvements to the client journey.
• Work closely with the clinical team to coordinate smooth communication between clients and veterinarians, ensuring seamless service from booking to follow-up.

Compliance and Safety
• Ensure the practice complies with relevant regulations and standards, including those set by the applicable provincial and territorial veterinary associations and health and safety laws.
• Manage health and safety protocols within the practice, including risk assessments, colleague training, and the implementation of best practices.
• Ensure all staff are aware of and comply with relevant procedures, including applicable privacy laws, safeguarding, and infection control.
• Maintain accurate and up-to-date records, ensuring compliance with patient files and regulatory documentation.
• Implement and oversee safety protocols to protect colleagues, patients, client and the community.
• Manage the preparation and organization of inspections and other regulatory audits.
• Stay up to date on legislative changes and ensure the practice adheres to all relevant regulations though the use of internal communications and tools.
Marketing & Community Outreach
• Design and implement local marketing initiatives, including social media management, promotional events, and community engagement activities, to boost client engagement and attract new business.
• Engage with local organizations, schools, and events to promote the practice and build strong community relationships.
• Participate in community outreach programs and initiatives to enhance the practice's visibility and reputation.
Strategic Initiatives
• Create proactive business plans ensuring the adoption of business goals to drive practice growth and improvement.
• Implement strategic initiatives and ensure alignment with the practice's goals and objectives.
• Monitor the effectiveness of strategic initiatives and provide feedback for continuous improvement.

Skills & Qualifications
• Leadership Experience: Minimum of 3 years of experience in a management role, preferably in human or veterinary healthcare.
• Organizational Skills: Strong organizational and time-management skills, with the ability to manage multiple priorities and meet deadlines.
• Communication Skills: Excellent written and verbal communication skills, with the ability to interact effectively with clients, staff, and external partners.
• Conflict Resolution: Demonstrated ability to effectively resolve conflicts within a team, utilizing strong interpersonal and communication skills to mediate disputes and foster a collaborative work environment
• Client-Focused: A commitment to providing high-quality customer service and improving the overall client experience.
• Critical Thinking: Proven ability to analyze complex situations, identify key issues, and develop effective solutions. Demonstrates strong problem-solving skills and the capacity to make well-informed decisions under pressure.
• Financial Acumen: Basic understanding of financial management, including budgeting, payroll, and financial reporting.
• IT Proficiency: Comfortable with practice management systems, Microsoft Office, and other digital tools for managing administrative tasks.
• Education: Bachelor's degree/college diploma in business administration or a related field preferred.
• Demonstrates our Leadership Behaviours