General Manager of Hospital Operations

Are you a dynamic team leader with an entrepreneurial drive? Ready to take charge of a multi-million-dollar business that positively impacts your community? I-20 Animal Hospital is actively seeking a results-driven Manager to lead our expanding team! If this sounds like you and you have a background in retail, services, hospitality, healthcare, or consumer services, we want to hear from you!For more details, please visit our website at: www.i-20animalhospital.comThe OpportunityNational Veterinary Associates is seeking a General Manager of Hospital Operations for I-20 Animal Hospital in Hudson Oaks, TX. This role provides operational leadership for a large-volume hospital, supports the implementation of NVA programs at the site level, and serves as an influencer and resource for other hospitals within the division. Acting as a key liaison between the veterinary practice and the NVA Support Center, this individual will also perform duties as directed by Field Leadership (FLT – DDO/MRO). In close partnership with FLT, the General Manager will drive process improvements and profitability by identifying and executing local growth initiatives supported by meaningful performance metrics.The General Manager of Hospital Operations partners with the Managing Veterinarian to provide a smooth and profitable operation by driving revenue and managing costs while creating a hospital culture based on high-quality patient care and exceptional customer service. Responsibilities include managing, planning, and coordinating the hospital's overall operations and cultivating a supportive and collaborative team environment. Given the management responsibilities and the face-to-face interaction with clients and employees, on-site attendance is considered an essential job function of this position.Ideal candidates are analytical thinkers, experienced problem-solvers, and effective communicators with a proven record of success in operations management and people leadership.Hospital OperationsActs as a collaborative liaison between hospitals, NVA support center, and the Director of Divisional Operations and Manager of Regional Operations (DDO, MRO)Acquires and maintains knowledge of organizational and local practice policies and proceduresEffectively leverages our practice management software and NVA support systems for reporting and trainingEnsures proper staff scheduling/optimization.Analyzes and interprets operational reports and identifies areas for improvementImplements and champions NVA initiatives as a change manager.Oversees employee benefits program and hospital insurance plans.Develops and implements hospital policy, including DEA/Controlled Substances and OSHA compliancePerforms quality checks and reviews of client filesMonitors computer systems and works with HelpDesk to resolve technical systems/equipment issuesStrategizes and works with Managing Veterinarian to implement and ensure the best veterinary practices in medicine and business structureStrategic Planning and LeadershipCollaborates with the Managing Veterinarian and Division Leader (DDO, DL) to create an overall strategy (i.e., positioning in local market) and obtains buy-in and alignment with staffCreates action plans, sets and manages goals, delegates tasks, and tracks performanceSets productivity and financial targets for manager and lead staff, holding them accountable to achieving goals and structuring compensation to reflect achievementAnalyzes and improves systems, policies, and processesPlans, organizes, and participates in regional meetings as neededActs as a champion for change and identifies, documents, shares, and promotes best practicesHospital Leader DevelopmentEffectively trains new managers and department leads and provides ongoing development via check-insCollaborates with support center staff in getting new hospital staff positioned in their roleMentors, coaches, and sets expectations with hospital leadership and staff.Ensures managers and leads are trained in financial and operational systems and methodsFinancial ManagementAnalyzes the financial health of hospitals and diagnoses financial issues using appropriate reportsLeads the preparation and communication of the annual budget for the site, including both Revenue & Costs and Capital ExpendituresOversees the management of costs, particularly laborDrives revenue growthEnsures payroll is accurately completed and submitted for all hospital staffManages accounts receivable and cash on hand, including performing invoice audit reviewsManages hospital inventory and controls facility and administrative costs.Performs other duties essential to the performance of the hospital as assignedPeople ManagementPartners with the Managing Veterinarian to address staffing needs including hiring, training, reviewing, and disciplining of staffManages the performance management cycle from interviewing and hiring to counseling and terminating staff, and assists managers and leads with personnel issues/problems in partnership with NVA HREnsures hospitals comply with all Federal and State human resource policies (I-9, DEA, OSHA)Conducts staff performance reviews and partners with L&D to guide career development.Makes recommendations for staff training and developmentNegotiates and mediates issues/conflicts; coaches and provides feedback to staffImplements performance-based incentive and rewards and recognition programsManages staff, including grooming and boarding staff if applicable, as well as, People Operations manager, DVM operations manager, Outreach manager, and departmental leadsTracks and maintains current licensures for all DVMsClient RelationsDemonstrates and reinforces the highest level of client serviceResolves client issues and escalations and oversees client follow-up communicationDrives both existing and new client visits through tactics, strategic client communication and local marketing efforts (i.e., Community).Develops, champions, and oversees client acquisition and retention initiatives. Assess the quality of service and provide direction for enhancing quality.QualificationsMinimum of 5 years of experience in operations managementBachelor's degree in business administration, operations management or related field, an MBA or master's level business education is a plus.Experience developing and leading teams with multiple layers of employees as well as varying employee skill setsExperience & a proven record of accomplishment successfully managing a P&L with revenue of $10M+.In-depth knowledge of diverse business functions and principles (e.g., supply chain, finance, customer service, optimizing workflows, SOO (Statement of Operations) reviews, etc.)Expert knowledge of data analysis and performance/operation metricsAcute financial analysis skills related to EBITDA, revenue, and cost drivers, and understanding business pro forma financial statementsExperience developing long-term business strategies, ensuring employee policies are in compliance and applied with fairness and consistencyA commitment to a continuous evaluation of the efficiency of business operations according to organizational objectives while having the ability to anticipate and apply immediate mitigation plans to ensure a minimal impact during fluctuations in business or staffing.Ability to communicate effectively verbally and in written form. The role will require presentation and training to large groups of individuals.Ability to travel as necessary to division and NVA meetings.Basic computer skills i.e., Microsoft Office suite (Previous practice management software knowledge a plus).Ability to display above-average EQ and model a professional and courteous manner with staff and clients.