Patient Care Manager- Specialty, NVS

Job Summary: The Patient Care Manager is a hands-on leader responsible for overseeing patient care, ensuring medical competency, and fostering team well-being within their designated areas. This role involves managing and developing staff, providing training, and collaborating with doctors, hospital leaders, and management. The Patient Care Manager plays a crucial role in shaping policies, promoting accountability, and driving improvements in patient care, client experience, team health, and a healthy business at NVS.

Position Responsibilities:

· Oversee daily operations and ensure smooth workflow on the floor

· Supervise the technical staff, veterinary assistants, and veterinary technician assistants of the ER

· Involved in hiring process

· Conduct 90-day and annual performance reviews

· Oversee the training and skills testing of new employees within your area of responsibility

· Hold employees accountable and engage in disciplinary process discussions as needed

· Collaborate closely with the Hospital Manager to make decisions on new hires, action plans, or terminations

· Act as a primary resource for doctors and staff, troubleshooting medical concerns and answering questions

· Address patient care concerns in real-time and ensure follow-through to maintain consistency and accountability

· Work with other managers and supervisors to identify and resolve operational challenges

· Foster a positive work environment by promoting teamwork and effective communication

· Serve as Leader on Duty for hospital, rotating as needed

Performance Requirements:

· Develop a comprehensive training protocol within the first 6 months

· Implement a new initiative, policy, or protocol to improve patient care every 2 months

· Touch base with all team members at least every 6 weeks

· Review a minimum of 5 medical records (minimum) weekly and create a log/documentation for each department

· Maintain a log of medical record errors, analyze trends, and report findings to management

· Meet with employees to discuss record/chart review results and provide feedback as necessary

· Resolve all patient care concerns promptly

· Communicate with management regarding issues that require escalation

· Act as a liaison between the medical ream and client experience team to enhance teamwork and communication

· Provide relief for current floor supervisors during their administrative days, as needed

· Attend all monthly department meetings

· Lead or present in meetings to discuss patient care issues, policies, initiatives, and feedback

· Fill in roles that need coverage when vacancies cannot be immediately filled

· Be on call, as needed, for after-hour problems or issues that cannot wait

Schedule:

· 4-5 days per week

· 1 dedicated administrative day each week

· Required to work at least two Fridays a month

· Weekly meetings with Hospital Manager for progress updates and check-ins

· Participate in holiday management coverage at NVS

Qualifications:

• 5+ years of veterinary medical experience
• LVMT, VTS or equivalent experience
• Experience/success in leadership
• Above average technical/medical knowledge base
• High emotional intelligence
• Evolved skills
• Collaborate effectively with team members across multiple services to provide comprehensive patient care and enhance the overall client experience
• Must follow the Ideal Employee Qualities at all times:
• Team Player - Gets Along - does not participate in triangular conversations, promotes the best out of employees, welcomes new employees, helps alternative shift employees wrap up their shift in an empathetic way
• Dependable - on time to work, very few missed days, and gives advanced notice of time off
• Focused - does not get distracted in conversations and keeps busy during down time
• Technically Skilled
• Effective Communicator - Proactively communicates problems to people with ability to make a change, is a good listener, approachable, and responds in a timely manner
• Compassionate Animal Caregiver - Attentive to condition of patients and serves as a good set of eyes/ears for clinicians
• Follows Company Rules/Guidelines
• Must be willing to perform additional duties as deemed necessary by CVES/NVS Management
• Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus.

Physical/Environmental Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of each of these jobs. While performing the duties of any of these positions, the employee is frequently required to bend, stand, stoop, walk, sit, talk, and listen; may be required to walk or stand for long periods of time; will use hands to manipulate, handle, or feel; will reach with hands and arms. The employee is often required to lift and carry animals weighing fifty pounds or more; handle dogs weighing up to 150 pounds. This position involves a potential for exposure to agents known to cause zoonotic disease in humans and the use of potentially hazardous chemicals as defined by the National Hazard Communication Standards. A complete list of such chemicals is available from the hospital manager.