Practice Manager

Schedule: Full-time (40 hours per week)

Classification: Exempt

Location: Remote, working from home

Lap of Love is a national practice dedicated exclusively to in-home end-of-life care for pets. We believe all pets and their families deserve the most compassionate and supportive end-of-life experience. Our experienced veterinarians help pets and their parents with quality of life assessments, pain and anxiety management, end-of-life consultations, and peaceful euthanasia in the comfort of their pet’s favorite place – home.

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.

As a Practice Manager (PM), you will provide support to our Associate Veterinarians throughout the nation to ensure that their areas are running smoothly. Your role will include ensuring areas are operating smoothly, mitigating situations that may arise, developing business strategies, managing budgets, and planning, coordinating, directing, and supervising various elements of the day-to-day administrative processes.

Requirements

Essential Functions

  • Become extremely knowledgeable about each market area, the nuances, major traffic concerns, and crematory operations.
  • Establish respect from veterinarians and develop a good working relationship with each of them.
  • Act as point of contact for area veterinarians.
  • Manage and coordinate doctors’/area’s schedules.
  • Ensure all supplies are properly billed and paid from the appropriate company credit card/bank account for that area.
  • Monitor the appointments to ensure they are being performed exceptionally, updated properly on the appropriate software and that all follow-up procedures are completed in a timely manner.
  • Handle and escalate any client concerns or questions (example: question on cremains returns, dissatisfaction during the appointment, etc.).
  • Develop relationships with crematories in the area.
  • Ensure that delivery of cremains is done with the level of care and service we would expect.
  • Monitor banking deposits and credit card transactions. Bring any discrepancies to the controller.
  • Work with VP of Finance to ensure proper reimbursement or bonuses to vets in the area.
  • Work with leadership to investigate areas of opportunities for growth.
  • Work with leadership to learn more about the demand in each region and how best to manage the schedule/calendar to best suit the needs of the area.
  • Work with Support Center to learn of any problems with a veterinarian or the calendar and come up with resolution to resolve issues appropriately.
  • Learn all functions of Support Center Veterinary Care Coordinators so that you can properly manage and resolve appointment questions, scheduling conflicts, billing concerns, etc.
  • Produce weekly reports tracking performance of Company owned areas.
  • Maintain a budget and approve any client discounts, veterinarian bonuses, etc.
  • Coordinate regional marketing efforts, rDVM Thank You’s, gifts, etc.

Personal Attributes

A successful Practice Manager will possess these attributes:

  • Strong leadership skills. You possess the qualities and characteristics of a strong leader including character, vision, courage, integrity, empathy, persistence, commitment, confidence, and determination. You have the ability to resolve conflicts, think strategically, and make decisions with confidence all while maintaining great focus and respect for others.
  • Detail-oriented and well organized. You see the big picture and understand how the details relate to the overall mission of the organization. Your attention to detail is supported by your organizational skills. You appreciate order and know how to achieve it efficiently.
  • Excellent project management and multitasking. You are exceptionally skilled at juggling multiple tasks, allocating and optimizing resources, and managing timelines.
  • Great communicator. You have excellent written and oral communication skills and are known for your poise, tact, professional demeaner, and diplomacy. You confidently engage with staff at all levels and across multiple parts of our organization. You are willing to listen and learn from others.
  • Confident and pleasant. You know what you need from others, are comfortable asking for help, clear about what others can expect from you, and able to keep things running on time. You understand that everyone is a “customer” and should have a best-in-class service experience when contacting you, the leadership team, or anyone across the organization.
  • Self-starter with excellent follow-up skills. You know what needs to be done and you take initiative to do so without hesitation. You are flexible, motivated, and reliable, and are able to work independently to meet company goals.

Experience and Education

  • Bachelor’s degree, or equivalent experience in healthcare management and business administration, required
  • Veterinary experience preferred
  • 3+ years in a Practice Management and/or management role
  • Confident, independent thinker, and self-starter
  • Strong organizational skills with high attention to detail
  • Strong oral and written communication skills
  • Willingness to work with others and respect their views
  • Ability to handle multiple tasks with limited supervision
  • Excellent follow-up skills
  • This position is a remote role requiring the ability to work independently. Hours may vary and weekend availability may be necessary to complete the necessary job functions

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 e-mail and video conferencing.
  • Possesses 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 multi-task using multiple computer tabs/platforms while engaging in conversation.
  • Average or above average working knowledge of computers, e-mail, videoconferencing technologies, and digital medical records.
  • Able to quickly learn custom software and other programs, such as GoToConnect, Zoom, 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.

Schedule Requirements

  • Required to work 40 hours per week

Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (Traditional 401k with 3% match & Roth 401k)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off
  • Bereavement Leave
  • Family Leave (Maternity, Paternity)
  • Short Term & Long-Term Disability
  • Training & Development
  • Wellness Resources (Mental, Financial & Physical)
  • Pet Insurance
  • Work From Home