Practice Manager

Practice Manager

Position Overview 

We are seeking a highly skilled, experienced, and proactive Practice Manager to lead our hospital operations. This role is pivotal in maintaining our high standards of medical excellence while fostering a supportive, high-growth culture. The Practice Manager serves as the primary bridge between hospital leadership (CEO, CFO, ER and Specialty Directors) and our dedicated support staff, ensuring seamless workflow, regulatory compliance, and an elite level of patient care.

This role focuses on building genuine relationships with every team member, ensuring that each person feels valued, heard, and set up for success. The Practice Manager manages scheduling, hiring, onboarding, and day-to-day oversight of staff, while serving as the go-to resource for communication, problem-solving, and team development.

The ideal candidate balances empathy and efficiency — creating a workplace that is effective while prioritizing the wellbeing and growth of every team member.

Core Leadership Philosophy

At North Springs, leadership is an act of service. The Practice Manager embodies this by leading with empathy, communication, and consistency — understanding that people are at the heart of every great hospital. Their greatest responsibility is to build trust and connection, creating a culture where staff feel respected, supported, and proud of the work they do.

Key Responsibilities

Leadership & Culture

• Mission Advocacy: Personally reflect and uphold the hospital’s quality standards, mission, values, and vision.

• Culture Building: Foster a positive, productive, and cooperative team environment. Work with the Marketing Coordinator to implement team-building activities, holiday celebrations, and work-anniversary recognition. This role will lead the charge in bringing our Cultural Playbook to life through positive reminders and reinforcement, encouragement, and leading by example, while proactively identifying and removing obstacles so these principles are consistently practiced and become a natural, everyday part of our hospital culture.

• Conflict Resolution: Facilitate professional conflict resolution and provide coaching for the emotional and personal development of all staff members.

• Mentorship: Supervise, develop, and delegate tasks to sub-management roles, including the Lab Manager, CSR Manager, Inventory Manager, and Training Manager. Responsible for hiring, mentoring, coaching, performance management, and, when necessary, modifying or exiting these roles to ensure optimal efficiency, accountability, and productivity across the hospital.

Operations & Administration

• Strategic Planning: Attend weekly "E-team" meetings and monthly administrative meetings with the CEO, CFO, ER Director and Specialty Director to discuss hospital planning, financial updates, and salary evaluations.

• Human Resources: Oversee the full employee lifecycle, including onboarding, orientation, performance PIPs, discipline, and terminations. Help to create and conduct formal performance evaluations for all support staff twice yearly.

• Compliance: Ensure the facility meets all local, state, and federal regulations, including OSHA/Safety, DEA, and AAHA standards. Work towards additional accreditations including VECC and Fear Free, among others. 

• Financial Coordination: Collaborate with the CFO to ensure accurate payroll processing and financial health.

• Client Complaints: Assist the CEO and department heads in addressing client concerns and finding positive resolutions. 

• Hospital Communication: Responsible for hospital newsletter and coordinating with the Marketing department for interhospital communications on a weekly and monthly basis. 

Staffing & Workflow Management

• Scheduling: Create and oversee schedules for CSRs, Assistants, and Technicians; manage time-off requests in compliance with the employee handbook.

• Floor Support: Actively monitor staffing levels to prevent shortages. In cases of patient overload or call-outs, coordinate additional help or step in to work the floor in a non-DVM capacity as needed.

• Efficiency Liaison: Act as the primary liaison between "Front of House" (CSR) and "Back of House" (Medical) to ensure efficient workflow, elite customer service, and hospital unity.

• Manager On Call: Rotate with other leadership the “manager on call” phone to cover after hours questions and needs of the hospital. 

Training & Development

• Skill Objectives: Collaborate with the CEO and ER and Specialty Directors to establish and implement a skill-level objective test-based training program.

• Continuing Education (CE): Create and oversee CE opportunities for support staff and general practices covering medical skills, emotional intelligence, and communication.

• On-the-Floor Coaching: Provide real-time coaching to staff to ensure treatment plan orders are fulfilled accurately and efficiently.

Requirements

• Experience: Proven track record in veterinary management or a high-level leadership role in a medical setting. 

• Leadership Skills: Exceptional "people skills", high emotional intelligence, and the ability to promote independent problem-solving and a positive team culture.

• Adaptability: A "lead-from-the-trenches" mentality with a willingness to assist on the ER floor during peak times.

• Growth Mindset: A commitment to personal growth through management, CE, personality evaluations, and leadership development.

• Education: Preference for candidates with RVT and CVPM certifications or equivalent experience in AAHA-accredited environments.

• Collaboration: Collaborates effectively across departments, approaches challenges with objectivity and a solution-oriented mindset, and prioritizes the success of the team and hospital when troubleshooting issues.

Compensation & Benefits

• Salary: Starting at $70,000-$90,000/year based on experience. Flexible compensation package for exceptionally qualified candidates. 

• Health & Wellness: Comprehensive health insurance.

• Retirement: 401K with company matching.

• Time Off: Up to 4 weeks of PTO per year.

• Professional Growth: Continuing education stipend, professional supply/uniform stipend.

• Additional Perks: Profit sharing, holiday/OT bonuses, employee discounts.