Operations Manager – Pikesville, MD

WHO WE ARE:

Veterinary Emergency Group (VEG) is revolutionizing the Veterinary Emergency experience. Our mission is to help people and their pets when they need it most. Emergency is our middle name. It’s all we do, so we do it best.

The way that Veterinary Emergency was meant to be is now a reality. We are reimagining every part of the process with a unique customer experience, a highly trained emergency focused staff, and on-site advanced diagnostic tools and treatments. Our patients see a doctor right away and clients can stay with their pet through every step of the process. We literally tear down old walls to unite customers with their VEGgie heroes and to see the amazing work they do. We liberate our employees to be all they can be. We brush away systems that don’t make sense. We crush old rules. We make new rules.

CULTURE AT VEG:

At VEG, we want people and their pets to feel safe, secure, and valued. We aim for our employees to feel the same way. We lead with our values of togetherness, openness, heroic helping, and meaningful moments. We are actively evolving to ensure that VEG is not only the best and brightest place to come work today, but also a leader in how we think about talent and development so that our employees grow along with us. For our customers and their pets, we find a way to say, “Yes”. We do the same for our employees.

ABOUT THE ROLE:

The Operations Manager handles day-to-day hospital operations under the supervision and mentorship of a Hospital Manager. They also work to further the VEG way, actively advancing culture, engagement, efficiency, and growth. They lead the charge in the following operational areas: Customer Experience, Inventory Management, Facilities and Maintenance, Reception, Scribe Program, and Marketing. They are constantly looking for new ways to take the customer experience to the next level and improve operational excellence within their hospital.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

People:

• Recruit, hire and train Customer Experience Coordinators (CEC), Inventory Coordinators and Scribes.
• Oversee training of new VEG hires and ensuring they understand hospital procedures and guidelines.
• Responsible for developing your team into future VEG leaders by providing coaching and development plans.
• Train, mentor and develop teams on how to best perform their job duties.
• Monitor team performance and provide feedback and areas of opportunity.
• Build and collaborate on ways to create a stronger team alignment between the clinical and non-clinical teams to create a seamless experience for our customers.
• Manage HR-related issues in conjunction with the Hospital Manager and Medical Director, including disciplinary action when needed.
• Organize monthly team meetings for direct reports (CECs, Inventory Coordinators, Scribes).

Process:

• Create and manage the schedule for your team and find coverage when needed,
• Reconcile end of day reports, manage open invoices, apply VEG Cares grants, etc. 
• Manage accounts receivable, banking, and payment plans.
• Ensure CEC’s are providing the best customer experience and upholding VEG Spikes.
• Create a system of feedback and follow up such as calling/texting customers 24 hours after their visit to follow up on their pet’s care.
• Oversee completion of routine inventory duties (cycle counts, restocking, setting par levels, reconciliations, handling shortages and backstock). 
• Oversee management of inventory stock room, on the floor inventory and supplies, controlled substances (when appropriate), and any supply management systems (Cubex). 
• Develop proper inventory process including assessing stock levels, ordering and receiving process.

Product: 

• Hold daily Manifesto huddles 
• Train the teams to give our customers a mind blowing experience
• Observe the teams to ensure we are hitting the spikes
• Celebrate and capture special moments with the team & the customer 
• Create a personalized experience for the customer and their pet
• Take pride in your VEG hospital. Take pride in the building. Take pride in the equipment. Take pride in the supplies. Take pride in the team that works there with you. Keep it clean. Keep it beautiful. Keep it functioning well.

Performance: 

• Collect various metrics, analyze data, and make recommendations for stronger customer experiences based on the findings. This may include: 
• Phone conversions 
• Managing our online reputation via Google/Yelp reviews 
• Qualtrics reviews
• Cost of goods 
• Optimize customer satisfaction, wait time, and emergency room utilization by circulating the hospital and checking in with customers and the emergency care team
• Create and manage inventory budgets in conjunction with Inventory Coordinator
• Ensure budgeted inventory targets are achieved and troubleshoot when budget misses occur. 

PR:

• Assist the hospital manager in planning and coordinating several community marketing events throughout the year
• Support the hospital manager and medical director in their  rDVM marketing efforts through hospital visits and analyzing data to support rDVM case referrals
• Assist with responding to customer reviews

REQUIRED SKILLS AND EXPERIENCE:

• High School diploma required
• Associates or Bachelors in Business Management or related fields preferred
• 2  years of leadership experience
• 5+ years of experience in a hospital environment preferred
• Must have competency with scheduling staff, recruiting, training, facilitating developmental meetings, performance management and building high-performing teams. Knowledge of how to build and maintain a budget is preferred
• Advanced proficiency in computer programs and practice management software
• Properly communicates information to all personnel including management, medical staff & customers
• High emotional intelligence
• Must present yourself with a professional and approachable demeanor
• Must be willing to work in a noisy environment with strong or unpleasant odors
• Availability to work nights, weekends and holidays on a rotating or as needed basis based on hospital demands
• Ability to work well in a fast-paced environment with people from all backgrounds and different personality types

OTHER DUTIES:

Responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of VEG, with or without notice.

A SAFE PLACE FOR ALL:

At VEG, our mission is “Helping people and their pets when they need it most”. Customers from all walks of life and backgrounds come through our doors and trust that they are in a safe environment. While at VEG, they are able to be themselves and only worry about the care of their pets. This doesn’t just go for our customers but our VEGgies (employees) too. We are committed to fostering an inclusive environment that embraces and celebrates  the uniqueness of every individual, regardless of their race, ethnicity, gender, sexual orientation, religion, age, ability, or socioeconomic background. We’re looking for people who don’t just believe in diversity, equity, and inclusion but are committed to demonstrating DEI through promoting a culture of inclusivity.