Ethos Veterinary Health
Patient Care Manager - Emergency, NVS
Nashville, TN - Full Time
Patient Care Manager - Emergency
(Relocation assistance available for out of state candidates)
WHY WORK WITH US? Join a team of veterinary professionals you can easily build relationships with and feels like a family- we support and encourage each other and love to celebrate wins, big or small. We pride ourselves on a welcoming learning environment where team members feel safe to advance their skills and seek guidance from each other while practicing quality medicine and patient care.
WHAT WE OFFER: Competitive Salary, Paid Time Off, Insurance (Medical, Dental, & Vision), Short/Long term disability and life insurance, 401(k) Retirement plan, State of the art newly renovated and expanded hospital, discounted pet products and services for personal pets, C.E. Allowance, Continuing Education Sponsorship Program via Penn Foster, Licensure Renewal and Out of State Licensure transfer reimbursement, Uniform Allowance, Cell phone discount, YMCA Corporate Memberships, Team building and Volunteer events, Career Development, excellent opportunities for advancement, and MORE!
WHO ARE WE? NVS is a 24/7 veterinary specialty and emergency hospital. We are located in a recently expanded 24,000 square foot hospital with digital radiography, computed tomography (CT), on-site magnetic resonance imaging (MRI), ultrasound, endoscopy, access to an on-site commercial laboratory, and more. Our primary focus is to honor the human-animal bond in all we do, focusing on patient care, client experience, and the health of our team. We believe we can never stop improving and strive to improve in all we do. Not only do we focus on patient care, but core to our hospital culture is also a focus on the health of our team, our community, and the environment. We are committed to sustainable environmental practices. We have a comprehensive recycling and composting program as well as a 5,000-gallon rainwater collection system, roof-mounted photovoltaic solar panel system, skylights, and an energy recovery system for heating and air.
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 once a month
- Review a minimum of 5 medical records (minimum) weekly and create a log/documentation for each team
- 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 team 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 2 weekend day shifts per month
- Required to work at least 4 swing shifts per month
- Weekly meetings with Hospital Manager for progress updates and check-ins
- Participate in holiday and weekend manager support to ensure consistent 7-day-a-week 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
- Must be willing to perform additional duties as deemed necessary by CVES/NVS Management
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.
