Description

Position Summary
The Community Veterinary Hospital Manager provides operational and administrative leadership for the veterinary hospital, with responsibility for staff management, client services, facility operations, and system administration. This role directly supervises RVTs, Veterinary Assistants, and Pharmacy/Inventory personnel. The Hospital Manager also provides onsite leadership (non-direct supervision) to Guest Services and Animal Care staff, ensuring daily operations run smoothly. The position collaborates closely with the Director of Community Veterinary & Surgical Services for clinical programs and with the Chief of Veterinary Services to align hospital operations with organizational medical protocols.

Essential Duties and Responsibilities

Leadership and Staff Supervision

• Directly supervises Community RVTs, Veterinary Assistants, and Pharmacy/Inventory technician(s) ensuring efficient workflow, adherence to protocols, and delivery of high-quality care. *
• Provides onsite leadership (Non-Direct Supervision) of Guest Services and Animal Care staff, providing direction and support during daily operations; collaborates with their respective supervisors for personnel management and performance matters. *
• Provide coaching, mentoring, professional development opportunities and performance evaluations for direct reports. *
• Manage recruitment, scheduling, and performance management for hospital support staff. *
• Conduct regular department meetings and attend organization-wide leadership meetings to support cross-departmental communication *
• Direct client-facing functions including reception, appointment scheduling, intake/discharge, and billing. *
• Ensure staff adhere to protocols for controlled substance storage and documentation, in partnership with the Director of Community Veterinary & Surgical Services. *

Hospital Operations and Facility Oversight

• Ensure medical equipment, supplies, and facilities are properly maintained, inventoried, & utilized efficiently. *
• Oversee daily hospital operations including scheduling, patient flow, and administrative workflows. *
• Manage operational aspects of the hospital pharmacy, including purchasing, inventory, and delegation of daily handling to the pharmacy technician. *
• Conduct daily hospital walkthroughs to monitor cleanliness, safety, staffing, and client care flow *

Client Services and Community Engagement

• Ensure client services are delivered with professionalism, compassion, and cultural sensitivity. *
• Ensure excellent customer service by overseeing client interactions, appointment booking, intake and discharge procedures, and payment processing *
• Respond to client inquiries, concerns, or complaints with professionalism, diplomacy, and accountability.
• Promote a respectful and non-judgmental environment for all clients and staff *
• Support implementation of public-facing services such as low-cost vaccine clinics or microchipping events *

Compliance, Metrics, and Planning

• Ensure hospital-wide adherence to OSHA, IIPP, controlled substance regulations, and shelter protocols *
• Work in partnership with the CMO to support consistent implementation of treatment plans and clinical directives *
• Track service metrics, generate performance reports, and analyze data to drive improvements in efficiency and service delivery *
• Contribute to strategic planning and operational improvements including expansion of veterinary service offerings *
• Track and analyze performance metrics to improve hospital efficiency and client service. *
• Contribute to strategic planning for hospital growth and services. *
• Coordinate with the Director of Community Veterinary & Surgical Services or Chief of Veterinary Services during urgent scenarios impacting medical services. *

Emergency and On-Call Responsibilities

• Serve as a primary contact for facility-related emergencies during scheduled on-call rotations *
• Provide support during urgent medical or operational scenarios, including coordination with the Director of Community Veterinary & Surgical Services, Chief of Veterinary Services or on-call DVM *

Data and Records Management

• Ensure accurate use of medical and client management systems (e.g., PetPoint, shelter software, payment processing tools) *
• Serve as the system administrator for IDEXX Neo, including user account management, workflow customization, reporting, and staff training. *
• Maintain documentation of facility inspections, IIPP activities, inventory records, and service metrics *

Requirements

•  Certified Veterinary Practice Manager (VHMA) preferred.
•  5+ years in veterinary hospital or animal care operations, with 2+ years in a supervisory role.
•  Bachelor’s degree in business administration, veterinary technology, or related field preferred; equivalent experience may be considered.
•  Comprehensive knowledge of hospital operations including client services, inventory management, facility oversight, and regulatory compliance.
•  Familiarity with OSHA/IIPP compliance, workplace safety, and veterinary regulatory standards.
•  Strong leadership, organizational, interpersonal, and communication skills; demonstrated ability to manage complex operations, mentor staff, and exercise sound judgment with professionalism and compassion.
•  Proficiency in Microsoft Office Suite and veterinary practice management software (e.g., IDEXX Neo), with ability to train staff, manage workflows, and serve as system administrator.
•  Flexibility to work weekends, holidays, and occasional overtime.
•  Proficiency in safe animal handling techniques, fear free certification or ability to obtain within first three months of employment.
•  Must be in good physical and mental health and capable of lifting up to 50 lbs. with assistance.
•  Must be willing to undergo a background check as required by organizational policy.
•  Must be able to work at any PSPCA facility as assigned.
•  Must be at least 21 years of age to meet legal requirements associated with the duties of this role.
•  Demonstrated proficiency in recordkeeping, client communication, and triage support.
•  Required to operate a motor vehicle to attend meetings and special events, run errands, etc. as needed.
•  Must possess a valid California driver’s license and maintain a driving record that meets the standards of our insurance provider.