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Practice Manager 1

Job ID: R-90728

Location(s): 2630 Cobb Pkwy SE, Smyrna, Georgia, United States, 30080

Job status: Full time Apply now

SUMMARY OFJOBPURPOSE ANDFUNCTION
The primary purpose and function of the Practice Manager is tomanage the hospital andensure the highest quality
of veterinary care, exceptional client service, associate engagement and maximum productivity of the veterinary
medical team.The Practice Manager, inpartnershipwith the Chief of Staff (COS),ensuresgood communication with
clients, associates, field leadership, Central Team Support, and PetSmart, and partnerswith the PetSmart Store
Director, Salon Manager, Training Manager and PetsHotel Manager(if applicable)to optimize growth ofboth
businesses.The Practice Manager partners with the COS (if applicable) to operate an effective and productive
hospital team, ensure a safe andengaginghospital environment, and improve both the medical quality and business
performance of the hospital.

ESSENTIALRESPONSIBILITIES ANDTASKS
Live and exemplify the Five Principles of Mars, Inc. within self and team.
Partner with the Chief of Staff (if applicable) tomanagethe hospital as role modelsandchampions of the
Banfield brandto provide consistent high quality care and exceptional service to the most pets and clients and
to maximize efficiency, productivity and profitability.Trainthe teamonBanfield guidelines and practicesand
superviseassociatesto ensure compliance.

Regularly supervise the team of paraprofessionals in the hospital, consisting of at least two associates and often
more (the size of the paraprofessional team will vary by hospital depending on factors such as business volume
and client needs).

Overseeand train associates onprofessional, efficient and exceptional client service (lead by example), to
include client education about Optimum Wellness Plans, preventive care, pet health needs, hospital services,
marketing campaigns,and other related information; effectively resolve client issues.

Follow all Banfield protocols and practices andbe responsible for ensuring that associatesachieve practice
priorities while building our culture and brand.

Identify potential “bottlenecks” and formulate solutions to remove barriers in medical operations that would
impede the doctors from providing world class care.

Partner with theField DirectorandChief of Staff (if applicable) to interview, select, train, develop, coach,
mentor and, if necessary, disciplineand terminateparaprofessional staff.

Direct, lead and mentor the paraprofessional staff to realize their full professional potential and deliver
outstanding, high quality medical care, client service and business results.

Work with the Field Director to establish development plans (PDPs) for the paraprofessionals, and focus teams
to deliver the practice priorities and exceed goals while building our culture and brand. Conduct frequent
development discussions with paraprofessionals to construct compelling development plans and execute them.

Effectively create and maintain paraprofessional schedules and work with Chief of Staff to schedule associates
to meet client needs according toBanfield guidelines, while proactively planning time off and CE scheduling.

Provide effective communication between associates, clients, field leadership and Central Team Support.
Act as communications liaison, including holding routine hospital team meetings, sharing business information
and messaging to all hospital associates,ensuring they remain informed, engaged and have opportunities to
provide feedback.

Provide inspirational leadership to the team by creating a positive professional relationship with the Chief of
Staff, PetSmart associates, adoption center agencies, clients, field leadership and Central Team Support.

Create a collaborative environment and develop an efficient, productive hospital team that provides the highest
quality care and service to the most pets and clients.

Developannual planning, budgeting and hospital productivity levels for the hospitalin partnershipwith the
Chief of Staff (if applicable), Field Director andDirector Veterinary Quality.
Position Description
Practice Manager - Job Description.docx2 of 4Last Revised: 5/3/2018 JP (zones)
Partner with area Field Director andDirector Veterinary Qualityto execute market objectives, goals, strategies
and measurements (OGSMs).

Participate in market level teams, discussions, and initiatives.
Partner with the COS to deliver outstanding financial results for assigned hospital.
Manage and driveconsistent revenue growth and profitability improvements in the hospital(s). Monitor all
financial and operational metrics ensuring deviations from plan are addressed timely and appropriately.

Managedaily operations of hospital(s)to deliver consistent performance in Optimum Wellness Plan growth,
marketpenetration andclient and associateretention.Manage overall labor costs while ensuring appropriate
scheduling/staffing during all operating hours.

Build hospital(s)to meet client convenience needs which may include 7-7-7 operating hours/days.
Useprovenmethods to promote hospital(s)and Practice growth.
Responsible for cost containment, cash control/banking, loss prevention, office and medical supply ordering,
and inventory management, maintaining acceptable Hospital Audit scores.

Responsible with COS to develop a stable, trained and technically competent paraprofessional team.
Responsible for ensuring all associates adhere to Banfield dress and grooming guidelines.
Provide leadership to other area hospitals as needed throughout the market.
Ensure compliance with all practice policies and procedures and with all local, state and federal laws.
Other job duties as assigned.
THEFIVEPRINCIPLES
QualityThe consumer is our boss, quality is our workand value for money is our goal.
ResponsibilityAs individuals, we demand total responsibility from ourselves; as associates, we support the
responsibility of others.

MutualityA mutual benefit is a shared benefit; a shared benefit will endure.
EfficiencyWe use resources to the full, waste nothing and do only what we can do best.
FreedomWe need freedom to shape our future; we need profit to remain free.
HIRINGQUALIFICATIONS
COMPETENCIES
Leadership
Conflict Management
Customer Focus
DevelopingDirect Reports
Directing Others
Building Effective Teams
Functional
Hiring and Staffing
Communication Skillls
Managing and Measuring Work
Peer Relationships
Drive for Results
CAPABILITIES(CAN DO)
Ability to multi-taskManages multiple tasks at one time; quickly and accurately shifts attention among
multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.

Organizational abilityDemonstrates a systematic approach in carrying out assignments.Is very orderly and
excels at cutting through confusion and turning chaos into order.

Intellectual abilityAccurately and consistently follows instructions delivered in an oral, written or diagram
format. Provide directions.Commitment to continual learning.

Mathematical abilityAbility to add, subtract, multiply and divide, and to compute rate, ratio and percent;
ability to convert units of measurement.

Computer skillsComfortably and confidently uses a computer and specialized software.
Position Description
Practice Manager - Job Description.docx3 of 4Last Revised: 5/3/2018 JP (zones)
Sales and marketing skillsEducates clients on preventive care,pethealth needs and hospital services, and
enthusiastically promotes the benefits of Optimum Wellness Plans.

ATTITUDES(WILL DO)
InitiativeShows willingness and aptitude to use own discretion in taking appropriate steps in finding
solutions to problems; presents options and ideas to enhance current processes or procedures. Takes on
additional responsibility when both big and small tasks need to be done; seeks out the most valuable work to
do during times when the hospital faces low client demand.

IntegrityFirmly adheres to the values and ethics of Banfield Pet Hospitals.Exhibits honesty, discretion, and
sound judgment.

CooperativenessWilling to work with others, collaborating and compromising where necessary; promptly
sharesrelevant information with others.

FlexibilityIs open to changing situations and opportunities and is willingto perform all tasks assigned.
IndependenceAble and willing to perform tasks and duties without supervision.
Tolerance for Stress / ResiliencyMaintains a positive “can do” outlook, rebounds quickly from frustrations
and unpleasantness, and maintains composure and friendly demeanorwhile dealing with stressful situations.

SPECIALWORKINGCONDITIONS
Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.)
Client needs and work volume may often require more than 40 hours per week to complete essential duties of
this job. This position often requires working weekends and evenings.

The noise level in the work environment is moderately high.
Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving
several variables.

Requires ambulatory skills sufficient to perform duties while at hospital.
Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to reach and grasp, and visual
acuity to use a keyboard, operate equipment and read information.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision,
depth perception, and ability to adjust focus.

Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion, exposed to
anesthesia, radiation, biological hazards and medication/controlled substances.

Some travel required, to assist other area hospitals as well as for vendor visits and associate education.
EXPERIENCE,EDUCATION AND/ORTRAINING
Bachelor’s degreein business or related disciplinepreferred, or the equivalent combination of education,
training and experience that provides the required knowledge, skills, and abilities.

Threeyearsrelatedexperiencerequired(healthcare,veterinary profession,service industry,etc.),including
direct supervisory experience (includes hiring, associate development, etc.)

Banfield hospital experience and/or previous experience as aPractice Manager in veterinary medicine
preferred.

Veterinary technician certification,licensure, and experience preferred.
Certified Veterinary Practice Manager (CVPM)orVeterinary Management Institute (CVPA)certification
preferred.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.
Company Policy, Federal and State Laws Forbid Discrimination Because of Age, Color,
Race, Religion, Sex, Disability, Sexual Orientation or National Origin.
Position Description
Practice Manager - Job Description.docx4 of 4Last Revised: 5/3/2018 JP (zones)
PRACTICEMANAGERLEVELS
There are three levelsof Practice Manager, determined by the size/volume of the hospital as well as the individual’s
qualifications and level of skill in the Leadership and Functional Competencies.

PM-1PM-2PM-3
Leadership Competencies:
Conflict ManagementBasicSkillsIntermediate SkillsAdvanced Skills
Customer FocusBasic SkillsIntermediate SkillsAdvanced Skills
Developing Direct ReportsBasic SkillsIntermediate SkillsAdvanced Skills
Directing OthersBasic SkillsIntermediate SkillsAdvanced Skills
Building Effective TeamsBasic SkillsIntermediate SkillsAdvanced Skills
Functional Competencies:
Hiring and StaffingBasic SkillsIntermediate SkillsAdvanced Skills
Communication SkillsBasic SkillsIntermediate SkillsAdvanced Skills
Managing and Measuring WorkBasic SkillsIntermediate SkillsAdvanced Skills
Peer RelationshipsBasic SkillsIntermediate SkillsAdvanced Skills
Drive for ResultsBasic SkillsIntermediate SkillsAdvanced Skills

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