Ethos Veterinary Health
Sr. Operations Support Manager, Specialty & ER Vet Med
Remote - Full Time
Remote based role, supporting hospitals in Maryland. Travel requirement of approximately 60%. Less overnights for those within market. The ideal candidate will be based out of their home near a major metropolitan area with easy access to an airport, ideally within the Eastern Seaboard.
Ethos Veterinary Health (Ethos) has an exciting opportunity to join the field leadership team in the East Region. We are currently looking to add a Senior Operations Support Manger (Sr. OSM) to support our growing hospital portfolio in Maryland. The Sr. OSM will act as an operations expert supporting our existing practices, they will be a Champion for Ethos initiatives, advancements, and culture, and will help lead special projects within the portfolio. Ethos Veterinary Hospital Network | Specialty and Emergency Services
The Position
The Sr. OSM will report into the Vice President of Operations – East Region, leading a group consisting of complex veterinary hospitals that focus on 24-hour emergency care and/or specialty medicine.
Job duties for this role generally fall into two categories:
Operational support for the existing practices (~80%):
- Work directly with a portfolio of practices to improve operational and financial performance, based on practice need. Specific areas of focus include improving practices processes and workflows, including medical and customer service processes, billing and collections, and referral management
- Training and developing staff in operational best practices
- Supporting recruitment and hiring of veterinarians, key practice leaders, and staff
- Supporting implementation of new technologies and systems within the practices (e.g., roll out of new patient management or inventory management systems)
- Providing expertise and best practices for marketing tactics, e.g., referral coordination, online reputation management
- Supporting professional development for teams & departments
- Collaborate with leaders of Ethos to develop holistic plans for practice improvement over time; help analyze financial health of practices, diagnose issues, and implement changes
- Ensure practice leaders are trained in Ethos financial and operational systems, processes, and reports, including new leader onboarding
- Support practices with acute site needs, help problem-solve, drive change & enable growth
Special projects in support of the Ethos portfolio (~20%):
- Drive special projects at the practice- or portfolio-level to improve operational and financial performance of our practices. Examples of special projects include:
- Driving strategic turnaround or transformation efforts at high-profile practices
- Developing and implementing programs for practices at the division or portfolio level (e.g., technician training program, hospital leadership development program, procurement and large equipment purchasing guidelines and financial justification)
- Working with business functions that support practice operations (e.g., recruiting, finance, HR, marketing) to identify opportunities to improve service levels and enhance performance across the portfolio
Competencies:
Accountability & ownership:
- Capable of managing across a range of unique sites, applying principles of business and operational excellence to the distinctive needs of each practice
- Able to diagnose business challenges and opportunities with available data and form action plans to drive performance
- Ability to work autonomously and with ambiguous or minimal information to diagnose and solve complex operational problems
- Time management skills to manage priorities across and within several practices; ability to ruthlessly prioritize tasks and opportunities
- Growth & strategy: identifies growth and innovation opportunities based on experience and interaction with local teams
- Helps sell the case for change with teams and senior leaders, including assessing the impact of site-level initiatives
- Demonstrates leadership and collaboration as demonstrated by the ability to build relationships and rapport with local management teams quickly, including both staff and veterinarians, and actively engage the team in collective problem-solving
- Excellent customer service skills to understand, adapt and meet the needs of practice leaders while executing against defined objectives and goals
- Excellent trainer of individuals on systems, process, and how to be successful operators in animal health
- Professional development and growth
- Leads internal projects to support Ethos beyond divisional responsibilities; seeks opportunities to continue to build professional skills in support of Ethos’ mission
Requirements / Personal Attributes
- Bachelor’s degree or equivalent experience is required; advanced degree preferred
- 6+ years of work experience in an operations-focused environment; operational experience with progressive leadership responsibilities in a multi-site portfolio is preferred (e.g., retail, food service, human or animal health)
- Ability to independently analyze large sets of data using Excel and to present succinctly to senior leaders using tools such as PowerPoint
- Learns quickly, rapidly absorbs new information, and determines causal relationships, particularly as related to practice operations
- Strong problem-solving skills, including using data and analytics to identify insights around business problems and develop pragmatic solutions
- A self-starter able to execute projects in a fast-paced, quickly evolving environment without supervision
- Able to lead relationships with practice leaders; strong expertise at motivating, coaching and inspiring others
- Understands and has passion for the human-animal bond
- Able to travel approximately 60% of the time
NVA Compassion-First is now Ethos Veterinary Health
We are excited to announce Ethos Veterinary Health as our new name. Ethos is the new, industry-leading community of legacy Ethos Veterinary Health, Compassion-First Pet Hospitals, SAGE Veterinary Centers, and legacy NVA Specialty and Emergency hospitals. This powerful new community brings together a dynamic network of ~160 hospitals, an unmatched team of experts, cutting-edge technology, and an unwavering commitment to the advancement of the animal health profession and better patient outcomes.
Our commitments to the industry, the profession, our teammates, and our patients, will not change, and in fact will be stronger than ever, as we forge new ground as this new dynamic community.
Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, Ethos provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
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