Paws N’ Claws is a established Fear-Free concept clinic whom is looking for experienced Manager.
Led by Fear-Free certified Dr Esther Lam, we are all Fear-Free trained and guided. We pride ourselves in providing excellent veterinary care with desirous working environment, touching the lives of both our patients and clients.
We are a small animal veterinary clinic, seeing mostly dog and cat patients, and occasionally some rabbits, guinea pigs and hamsters.
Veterinary Office Manager must build positive, professional relationships with clients referring veterinarians and staff members. Experience in customer service in a fast-paced and hands-on environment is a must. An individual should be friendly, professional, courteous, and able to handle many tasks at once with numerous interruptions while appearing unruffled.
You will be expected to understand the inner workings of the practice. You should also be able to effectively supervise and manage the admin/office staff. In addition, you will be responsible for administrative staff allocation and customer grievance management. There may be times when you have to train both new and seasoned employees and/or resolve employee and/or client conflicts. Moreover, you are responsible for providing coaching skills to employees who are struggling.
You are responsible for overseeing each individual nurse as a Practice manager. You will work alongside administrative admin, accounts and Veterinary Practice Doctors to enhance practice performance.
Role & Responsibilities:
Leadership and management:
- Directly responsible for overseeing and leading the practice managers at each hospital.
- Responsible for working directly with the practice managers on the operations at the hospital, including staffing, inventory, employee training, and human resources.
- Act as a key resource and partner and incorporating their feedback and goals in your work with each practice.
- Collaborate with Admins and Accounts to review the financial reports with the practice leadership team and develop strategies for each practice.
- Responsible for reviewing the non-financial reports (inventory budgets; scheduling budgets) and driving plans of improvement based on the results.
Qualifications
- Strong communication, team-building and leadership skills.
- Highly organized and able to manage time effectively
- Bachelor’s degree or equivalent is required. No experience required however preferred.
- Self-starter that is excited to work in an entrepreneurial environment and can take initiative.
- Proficient with full suite of Microsoft office products
- Competently speak and write the English language. Excellent verbal and written communication skills, especially to a diverse range of audiences and settings.
- Possess exceptional organizational and management skills.
General Tasks
- Possess and expresses a genuine love for animals and for working in an animal care environment.
- Maintain a professional, friendly demeanor while on the job.
- Perform job tasks efficiently promptly and efficiently when asked. Promote a positive attitude among staff.
- Show respect for clients, team members, and animals at all times.
- Ability to work in a highly collaborative environment and commitment to building relationships with colleagues, clients, and community is required
- Can display tact and diplomacy with staff members and clients even when busy or hectic.
- Upholds protocols, policies, and standards set out by Paws N Claws Veterinary Surgery
- Accurately manage financial transactions such processing end of day bills, taking payments, ordering and checking in supplies
- Proper medical records maintenance including documenting conversations with clients, scanning in documents as necessary, and entering on-line pharmacy requests.
- Maintains accuracy of financial reports including end or day, month, and year reports as needed. Liaise with bookkeeper and accountant on all account payable, accounts receivable, human resource, and inventory matters.
- Assisting in the recruitment, interviews, and hiring of support staff personnel.
- Completes all employee schedules and handles all time-off requests and coverage.
- Key Performance Indicators Management: Monitor key performance metrics and recommend improvements. Annual performance reviews. Help staff set goals and help plan so that these goals can be obtained.
- Communicates objectives, helps to motivate staff, help build & maintain morale; maintain core values and standards.
- Direct the front office and clinic administrative support staff through direct supervision, training, structuring, scheduling, motivation, and education to produce the highest level of client satisfaction possible from the services the reception staff provides
- Screens calls to determine which should be handled by other staff members; follows established policies and procedures in referring clients for immediate treatment of animals when requests are accompanied by descriptions of acute symptoms.
- Ensures appropriate medical information reaches the technicians or doctors in a timely manner
- Can answer telephones and handle calls quickly, efficiently and in a professional and friendly manner, using a multi-line telephone system.
- Keeping the reception area and room(s) clean and tidy as well as properly stocked with needed supplies.
- Access client information within the practice-management software system. Enter and retrieve client and patient data in the computer.
- Checking clients and visitors in and out of the hospital.
- Calling to remind clients of their appointments and rescheduling as necessary.
- Advise clients of special call-in times to check on patients or speak with doctors.
- Explain delays that affect clients. Ensure the comfort of clients and patients during their waits. Reschedule appointments as needed.
- Willingness and ability to present and explain fees during check out while discharging patients and processing of payments.
- Can outline costs and fees in a positive light while supporting hospital payment policies
- Supporting the hospital’s mission of delivering high quality patient care and exceptional client service.
- Facilitates resolution of client problems/complaints that doctors, or other staff, cannot resolve
Medical-Record Management Tasks
- Understand the electronic medical records system (Hippo vet)
- Understanding and able to use the billing system
- Understand and use special record notations, including male, female, aggressive, caution, and/or inactive.
- Managing medical records, reports and correspondence.

 Personel Management Duties
- Manages all the above staff to staying organized and effective in all their assigned tasks (responsible for making sure their individual responsibilities are completed).
- Direct training and development as necessary for each team member.
- Holding team accountable for quality and quantity of work performed.
- Upholding all procedures and protocols within the clinic.
- Key Support for Medical Staff (DVM, Technicians, TAs) as well as all the above administrative staff
- Onboarding and training on usage of key systems within the clinic in conjunction with off managers.
- Scheduling, time off request, finding coverage for call outs/unfilled shifts.
- Assist in working interview evaluations.
Salary: Starts from $3k onwards depending on experience, staff benefits and medical benefits
