Director of Clinic Operations

Pet Community Center

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Job Summary

Responsible for the overall administration of Pet Community Center clinic operations. Oversee clinic operations of spay/neuter and preventive care services while ensuring that monthly and annual volume and financial goals are met along with providing hands-on oversight and management of the clinic’s physical plant. This position will undertake additional leadership responsibility around clinic relocation from both a planning and execution process upon procurement of new clinic location. 

Works closely with the CEO, Medical Director, HR/Administrative Coordinator, and Director of Community Engagement and Volunteers.

Job Responsibilities

1. Clinic Management
   1. Mentors and fosters the growth of the clinic team within a culture of empowerment, positivity, and collaboration. 
   2. Responsible for scheduling and staffing all clinic roles.  
   3. Supervises client services staff – ensuring accurate data entry, medical records, financial transactions, billing, facility cleanliness, and customer service.  
   4. In concert with the Medical Director, supervises medical staff – ensuring quality of patient care, equipment maintenance, and customer service.  
   5. Stay up to date on medical and administrative best practices and ensure compliance with the ASV spay/neuter guidelines.  
   6. Manage the weekly inventory and supply purchasing process.  Monitor products for cost containment.
   7. Manage the online pharmacy and provide ongoing evaluation and recommendations around efficiencies and product recommendations. 
   8. Act as owner of the Standard Operating Procedures, keeping them up to date and ensuring that procedures are implemented consistently.
   9. Manages the Volume Partner Program by tracking accounts receivable, oversee scheduling, and maintaining communications with Volume Partners.
   10. Ensures surgery appointments are filled considering no-shows and staffing levels.  Communicates with other team members daily to respond to daily and seasonal fluctuations in volume.
   11. As a senior leader of PCC, builds and maintains positive working relationships with external partners, including nonprofits, government, businesses, and community stakeholders, to advance the programs and mission of Pet Community Center.
   12. Act as owner of Clinic HQ software overseeing staff and ensuring that data is entered consistently, medical records are accurate, subsidies are accurate and used appropriately. 
   13. Act as owner of the phone system/process, overseeing staff and ensuring that calls are answered consistently and reflect a culture of exceptional service.
   14. Act as owner of the physical plant of the clinic, including providing coverage for unexpected after hours matters including but not limited to, power outages and security system alerts.
   15. Maintain all equipment, including but not limited to, the phone system, printer and credit card machine, autoclaves, washers/dryers, scales, and anesthesia equipment. Train/direct other staff to perform maintenance, make updates/changes as needed. 
   16. Trains and supervises clinic volunteers and coordinates with the Director of Community Engagement and Volunteers.
2. Human Resources
   1. Recruit, hire, train, supervise, review performance, discipline, and, if needed, terminate employees.
   2. Onboard new employees.  Develop and implement an effective training program (on-boarding and ongoing training). 
   3. Approves timesheets for hourly employees and submits those hours to Finance Consultant for processing.  Approves paid time off (PTO) for direct reports.  
3. Finance and Administration
   1. With support from administrative staff, look for cost containment opportunities in inventory and monitor price changes. 
   2. Approve invoices for payment and submit them to Finance Consultant.
   3. Support the Finance Consultant as needed with annual budgeting and audit procedures. 
   4. Maintains accounts receivables for all public clients and volume clients and contacts delinquent accounts for payment.
   5. Ensure that daily financial reconciliation reports are accurate and match the bank deposits. 
4. Data Tracking and Grant Support
   1. Generate reports to track spay/neuter and wellness services against budgeted goals. 
   2. Oversee subsidy allocation and compliance process in Clinic HQ to ensure funding and data is tracked both timely and accurately.
5. Customer Service 
   1. Implement PCC’s philosophies in customer service by demonstrating a non-judgmental, service-based approach to helping pets and people.
   2. Fosters a responsive and proactive service delivery model, ensuring a positive client experience as demonstrated through effective daily call center management and client feedback.

LEADERSHIP

1. Effectively “team lead”, displaying a positive attitude and acting as a motivating force for all staff members. 
2. Solicit input from staff and communicate any decisions or changes or challenges regarding clinic’s administrative protocols or other operational protocols at regular team meetings as appropriate.
3. Communicate any issues concerning training programs with CEO as appropriate.

All other duties as assigned

Qualifications

 

EDUCATION, EXPERIENCE, KNOWLEDGE, SKILLS, ABILITIES

1. Education – Bachelor’s Degree or equivalent experience in a nonprofit or government setting
2. Client Education
   1. Must be able to learn basic veterinary medical concepts including but not limited to vaccine protocols and anesthetic risks 
   2. Must also be able to communicate basic veterinary concepts to owners and be able to repeat information relayed by a veterinarian
   3. Will be asked to communicate with the public daily in a professional manner
3. Physical Requirements

1. Must be able to work standing or sitting for 10 or more hours
2. Must be able to lift and carry up to 25 pounds repeatedly throughout the day with help
3. Must be able to bend and kneel repeatedly
4. Must be able to see fine detail in a variety of situations
5. Position is deemed essential and requires presence in clinic for overall success of clinic operations.

 

4. Technical Requirements

1. Technical proficiency with PC platforms, Microsoft Office, and Google Drive.  Ability to learn new database systems.  Experience with Clinic HQ is a plus.

1. Must have (or obtain) and maintain a valid TN driver’s license and clean driving record.
2. Experience in managing Standard Operating Procedures is a plus

PREFERRED

Minimum three to five years of experience in managing a clinic environment – including operational responsibilities.  Veterinary clinic, veterinary hospital, and/or animal shelter or control facility experience is helpful. Candidate should be highly motivated, enthusiastic self-starter with a professional attitude.

WORK ENVIRONMENT:

The offices and operations of Pet Community Center can be high stress and very busy at times. This position may sometimes require weekend or evening hours and working some holidays or overtime depending on clinic needs and/or unforeseen events. Incumbent must be flexible with schedule changes and short notice overtime requests.

 

Additional Information

Benefits

How to Apply

If you would like to apply for the position, please send a current resume and a cover letter
explaining your interest in the position to Amy Waller, CEO at amy.w@petcommunitycenter.org.
No phone calls, please.

Details

• Date Posted: June 15, 2022
• Type: Full-Time
• Job Function: Administrative
• Service Area: Animal Welfare
• Salary Range: 47,500-55,000
• Working Hours: M-Th, 8:00am - 6:00pm