Practice Manager (Clinic Operations and Services)

Our team is growing in Singapore!

The Practice Manager (Clinic Operations & Services) manages the clinic and ensure the highest quality of veterinary care, exceptional client service, associate engagement and maximum productivity of the veterinary medical team. S/he partners with Lead Veterinarian and Field Leadership to operate an effective and productive clinic team, ensures a safe and engaging clinic environment, and improve both the medical quality and business performance of the clinic.

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Partner with the Lead Veterinarian to manage the clinic/s as role models and champions of the brand to provide consistent high-quality care and exceptional service to the most pets and clients and to maximize efficiency, productivity and profitability. Train the team on guidelines and practices; supervise associates to ensure compliance.
• Regularly supervise the team of paraprofessionals in the clinic, consisting of at least two associates and often more (the size of the paraprofessional team will vary by clinic/s depending on factors such as business volume and client needs).
• Oversee and train associates on professional, efficient and exceptional client service (lead by example), to include client education, preventive care, pet health needs, clinic services, marketing campaigns, and other related information; effectively resolve client issues.
• Follow all protocols and practices and be responsible for ensuring that associates achieve practice priorities while building our culture and brand.
• Identify potential “bottlenecks” and formulate solutions to remove barriers in medical operations that would impede doctors from providing world class care.
• Partner with the Field Leadership to interview, select, train, develop, coach, mentor and, if necessary, discipline and separate paraprofessional associate.
• Direct, lead and mentor the paraprofessional team to realize their full professional potential and deliver outstanding, high-quality medical care, client service and business results.
• Work with the Field Leadership to establish development plans (PDPs) for the paraprofessionals and focus teams to deliver 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 Lead Veterinarian to schedule associates to meet client needs according to guidelines, while proactively planning time off and Continuing Education (CE) scheduling.
• Provide effective communication between associates, clients, field leadership and regional support team.
• Act as communications liaison, including holding routine clinic team meetings, sharing business information and messaging to all clinic 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 clients, field leadership and regional support team.
• Create a collaborative environment and develop an efficient, productive clinic team that provides the highest quality care and service to the most pets and clients.
• Develop annual planning, budgeting and clinic productivity levels for the clinic/s in partnership with the Field Leaders, Medical Operations and Central Support team.
• Partner with area Field Leadership to execute market objectives, goals, strategies and measurements (OGSMs).
• Participate in market level team discussions, and initiatives.
• Partner with the Field Leadership to deliver outstanding financial results for assigned clinic/s.
• Manage and drive consistent revenue growth and profitability improvements in the clinic/s. Monitor all financial and operational metrics ensuring deviations from plan are addressed timely and appropriately.
• Manage daily operations of clinic/s to deliver consistent performance in market penetration and client and associate retention. Manage overall labour costs while ensuring appropriate scheduling / staffing during all operating hours.
• Use proven methods to promote clinic/s and practice growth.
• Responsible for cost containment, cash control/banking, loss prevention, office and medical supply ordering, and inventory management, maintaining acceptable Clinic Audit scores.
• Responsible with Field Leadership to develop a stable, trained and technically competent paraprofessional team.
• Responsible for ensuring all associates adhere to dress and grooming guidelines.
• Provide leadership to other area clinics as needed throughout the market.
• Ensure compliance with all practice policies and procedures and with Singapore laws.
• Other assigned duties.

Who are you?

• Bachelor’s degree in business or related discipline is preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
• Three years related experience required (health care, veterinary profession, service industry, etc.), including direct supervisory experience (includes hiring, associate development, etc.)
• Clinic experience and/or previous experience as a Practice Manager in veterinary medicine or human healthcare preferred.
• Independent, self-motivated, capable to meet tight timelines.
• Attention to details and accuracy with strong sense of urgency.
• Ability to handle multi-tasks and respond effectively to ad-hoc requests.
• Strong stakeholder management skills, interpersonal and communication skills.

Connect with [email protected] for a confidential conversation. Thank you for your interest in our vacancy, shortlisted candidates will be contacted.