Job Description

As a referral clinic Practice Manager you will work under the guidance and leadership of the Head of Referrals and Branch Partner, ensuring the smooth and efficient running of our veterinary referral clinic.


Managing the team, you are responsible for ensuring we deliver exceptional care, always there for our clients, patients and colleagues whilst maintaining the highest levels of compliance with regulatory, operational and practice standards, alongside maximising the commercial performance of our clinic.

Responsibilities

Client care:

Deliver exceptional care to clients, each and every day. Deal with complaints from clients, escalating or supporting any investigation and follow up as required. Monitor levels of complaints and client feedback through various measures, including Net Promotor Score (NPS), following up any actions to improve the performance of the clinic.

People Management of the clinic team:

Responsible for line managing all colleagues in the clinic. Ensure the clinic is resourced efficiently and effectively, with the required level of skills through timely recruitment, onboarding and induction. Hold regular one to ones and work with colleagues to address any performance, conduct, absence, or development issues. Escalating to the Head of Referrals as required. Drive colleague engagement and retention through the promotion and delivery of the new Medivet People Deal. Arrange and facilitate engaging and informative team meetings as required across the clinic. Work with the People Team to facilitate and support any formal processes as and when required and in line with current policies and procedures.

Standards and compliance:

Maintain the highest levels of compliance and best practice, ensuring all standards, operating procedures and ways of working are adhered to. Effectively audit, monitor and communicate procedures and best practice. Ensure clinical facilities are correctly maintained and used. Comply with health and safety requirements including monitoring, auditing, and operating in line with the Medivet guidance.

Commercial performance:

Understand the commercial performance drivers in the clinic such as Key Performance Indicators (KPIs), referral data tracking, sale of products and material margin. Work closely with the Branch Partner to deliver and improve the commercial performance of the clinic under the direction of the Head of Referrals. Track and audit charging and pricing, follow up actions or escalating as required. Take action to minimise debt, monitor debt levels and develop action plans, working with the Head of Referrals to address any issues with clients. Work with the Head of Referrals on changes or action plans that will improve the commercial performance of the clinic. Pro-actively support sharing of best practice within and across clinics, and the wider Medivet community. Under the guidance of the Head of Referrals maximise growth and revenue opportunities within each clinic through effective utilisation of clinical skills and capacity. Work with the Branch Partner and Head of Referrals to manage operational and payroll costs.

Rota scheduling:

Ensure the clinic is resourced effectively, communicating the rota for the clinic with sufficient notice (minimum of 4 weeks) to enable colleagues to plan appropriately. Address and escalate any issues with the planning and execution of the rotas as they arise. Plan and follow up leave and absence requests to ensure there is no impact to the service provided by the clinic.

Communications:

Effectively deliver Medivet wide messages as well as local and clinic specific information to colleagues. Promote the clinic externally through local community events and other avenues. Use appropriate channels of communication including email, the Medivet Intranet, notice boards, regular team meetings and colleague briefings to inform and engage colleagues.

Skills, knowledge and experience

Excellent knowledge and understanding of practice environments e.g. Veterinary, GP, Dental etc. Veterinary Referral experience is highly desirable. An understanding and appreciation of exceptional care and how this improves the client experience. Understanding of the importance of regulation and ensuring effective processes are put in place and monitored for compliance. Experience in driving strong commercial performance through effective financial management, marketing activity and efficient ways of working. Experience of resource planning. Experienced in using coaching and influencing skills to get the best out of each and every colleague. Good IT skills, particularly in using Microsoft products. Good numeracy and analytical skills. People management and leadership experience and skills.

Our clinics are run by small teams who need to work together effectively to deliver exceptional care to our clients, patients, and colleagues. This means that, from time to time, you may be required to carry out tasks outside your normal duties, where you have the skills, knowledge and experience required.