Veterinary Services Manager

FLSA: Exempt (Salary) REVISED: April 5, 2022
REPORTS TO: Chief Veterinarian
SUPERVISES: Veterinary Services Supervisors and Team Members
Position Summary:
Responsible for planning, organizing, and managing The Animal Foundation's Veterinary Services Department under the direction of the Chief Operating Officer. Oversees department team members, assigns duties and assures the effectiveness of department functions. Provides service and guidance as needed to resolve guest concerns.
Essential Duties and Responsibilities:

• Directly and indirectly supervises all licensed veterinary technicians, veterinary assistants, as well as department students, and volunteers.
• Participates in the hiring and training of team members and regularly reviews and evaluates job performance.
• Responsible for ensuring that proper policies and procedures are followed
• Addresses team member concerns and complaints.
• Delegates responsibilities within Veterinary Services for the purpose of increasing the overall efficiency of the department, and structures the activities of the team according to their abilities and/or licensing to maximize their utility and effectiveness.
• Writes, reviews, and maintains standard operating procedures, protocols, and instructions applicable to The Animal Foundation Veterinary Services department.
• Evaluates all new and ongoing projects regularly to determine and implement needed changes.
• Regularly reviews policy and procedures manuals and standard operating procedures to assure compliance with local, state, and federal guidelines as well as the Organization's mission.
• Oversees and assists with the creation and posting of work schedules for Veterinary Services department team members
• Oversees the maintenance of inventory for all items in the clinic, and monitors the supplies that are ordered.
• Performs ongoing cost analysis to determine the lowest prices for supplies and adjusts ordering habits accordingly.
• Monitors the use of supplies and routinely identifies and eliminates sources of waste.
• Works with Leadership to prepare the yearly medical budget for the medical clinic and monitors the departmental budget on a monthly basis.
• Manages disciplinary problems with the Veterinary Services team as needed, and reports these problems to the Chief Operating Officer in a timely and organized fashion.
• Cooperates with the Chief Operating Officer to create and implement new and improved training strategies to continuously raise the level of overall competency of all Veterinary Services team members.
• Participates in the delivery of training of team members to ensure that all safety regulations, The Animal Foundation policies, state and local policies, procedures, and regulations are followed.
• Oversees the work performance of Veterinary Services team members, including but not limited to the creation and utilization of systems to be sure all Veterinary Services reports are running correctly and are being interpreted and used properly by team members.
• Regularly audits the quality of physical exams and data entry performed by the Veterinary Services team for all animals in the shelter.
• Ensures that all treatments (including booster vaccines) are done correctly and on time.
• Ensures that assigned team members are following appropriate disease transmission prevention techniques such as wearing gloves and observing appropriate disinfection protocols in between the handling of each patient.
• Enforces the written protocols for maintaining and ensuring appropriate disinfection techniques within Veterinary Services.
• Ensures that humane care and proper attention is provided to all animals that are treated or housed in Veterinary Services or examined by Veterinary Services team members.
• Assists in ensuring that complaints by guests of any nature are handled by the proper chain of command until a resolution is reached.
• Dresses appropriately and professionally to project a positive image to the public.
• May be required to perform humane euthanasia procedures, when qualified as described below.
• Contributes to the efficiency and effectiveness of the organization's service to its guests by offering suggestions and participating as an active member of a work team.
• Provides responsive, meaningful, and compassionate service to all guests as outlined in the organizations Guest Service Charter
• Applies the principles of The Animal Foundation's Core Values toward the goal of bettering self, the organization, and others
• Other duties as assigned

Education and Experience Requirements:

• Four (4) years of experience working in a veterinary clinic, animal hospital, animal shelter, or comparable veterinary medical facility.
• Four (4) years of supervisory/managerial experience in veterinary clinical operations.
• Equivalent to a degree as a veterinary technician from a college accredited by the American Veterinary Medical Association or the appropriate agency in the state where the college is located and/or Equivalent to a Bachelor's degree.
• Equivalent combination of formal education and appropriate related experience may be considered.

License & Certification Requirements:

• May be required to obtain euthanasia technician credentials from the Nevada State Board of Veterinary Medical Examiners, and the Nevada State Board of Pharmacy within one (1) year of request, at employer expense; with continued employment contingent upon having such credentials.
• An incumbent who already meets the above-described education requirement for a veterinary technician degree may be required to obtain veterinary technician credentials from the Nevada State Board of Veterinary Medical Examiners, within one year of request, at employer expense; with continued employment contingent upon having and maintaining such credentials.

Required Knowledge and Skills:
Knowledge of:

• Principles and practices of customer service.
• Principles and practices of supervision and management of team members.
• Animal shelter medicine and surgical procedures/protocols.
• Principles and practices of veterinary nursing care operations.
• Principles and practices of program management to include basic statistical methods, fiscal and budgetary practices, and knowledge of local, state, and federal regulations for the workplace.
• Standard office administrative practices and procedures, including record-keeping systems and the operation of office equipment, computers, and associated software.
• Computer software and hardware associated with duties performed.
• Techniques for dealing effectively with the public, in-person and over the telephone.
• Proper review/audit of medical procedures to ensure that efficient and effective medical procedures are being practiced at the Foundation.
• Standard clinical office practices and procedures, including filing and the operation of standard office equipment.
• Techniques for dealing effectively with co-workers and the public, in-person and over the telephone.
• Veterinary medicine and animal husbandry.
• Correct business English, including spelling, grammar, and punctuation.

Skill in:

• Gathering and compiling information; preparing accurate reports and summaries.
• Mediating disputes, conflicts, and grievances. Ability to train and effectively direct the activities of supervisors.
• Maintaining timely and complete records of activities, results, and planned follow-up to discussions.
• Working confidently with the public, as well as with a variety of administrative levels.
• Building and maintaining effective working relationships with community organizations, partners, and agencies.
• Use of business software and associated computer hardware.
• Working without close supervision in standard work situations.
• Explaining medical conditions and treatment options to team members and the public.
• Reviewing medical charts and records.
• Maintaining accurate medical and clinical records and directing the preparation of accurate and timely reports; use of business software and associated computer hardware.
• Communicating effectively in oral and written forms.
• Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities.
• Communicating, relating, and interacting with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, in person and over the telephone, often where relations may be confrontational or strained.

Working Conditions and Physical Effort:
Physical ability and mobility to work in a typical office environment. Strength to lift and/or move materials weighing up to 10 pounds frequently, 25 pounds occasionally. Vision to read printed materials. Stamina to sit and work with a computer for an extended period of time. Hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.
Team Members are continuously exposed to animals, animal waste, cleaning chemicals, high noise, and potentially hazardous conditions, including the risk of animal bites and occasional work outdoors for extended periods of time while exposed to cold and extremely hot temperatures.
All Team Members work in a culture of continuous improvement and are expected to support our mission. Team Members must be able to clearly articulate our goals, actively participate in outstanding guest service, and accept responsibility for maintaining our culture of philanthropy.
This job description is intended to describe the general nature and level of work expected of this position. This description is not intended to be construed as an exhaustive listing or description of all responsibilities, duties, and skills required of incumbents in the job.
I have read and understand the above to be a general description of the duties, physical demands, and occupational exposures of the position for which I am being hired.