The Director of Hospital Operations provides leadership and support to the leadership of multiple general practices within MVA. Working closely with the Director of Operational Excellence, the Direcctor of Hospital Operations has responsibility for driving efficiences; identifying and driving best practice and process improvements, while maintaining high levels of client satisfaction and team engagement. The Director provides supervision to Hospital Business Managers and Hospital Managers and reports directly to the COO.
The Director of Hospital Operations will have accountability for: Client Experience - Ensuring that the client experience is at the core of all processes. Maintains a Net Promoter Score higher than 85.
Team Effectiveness - Builds collaboration and trust at each hospital and between teams. Serves as a liaison between the hospital(s) and Administration to identify marketing opportunities and optimal staffing patterns. Leads, directs, develops and mentors the leadership team at hospitals to ensure they have effective and engaged teams. Coaches and mentors others with the ability to conduct difficult conversations regarding performance, including delivery of disciplinary action. Recognizes talent and potential to identify candidates who demonstrate MVA's core values. Fosters a cuilture of self development to support future growth. Ensures a system of documentation is in place for employee training.
Operational Effectiveness - Develops and implements best practices and process improvement initiatives. Ensures standards for service quality, equipment and dlinician productivity/performance are met and that cost-effective technology is used to maximize capacity. Ensures technology is maintained and understands the need to leverage technology for eficiency and effectiveness.
Financial Performance at Individual Hospital(s) - In partnership with hospital managers and business managers, monitors Key Performance Indicators and maintains responsibility for hospital financial performance.
Work Experience and Education: Five (5) to seven (7) years in an operational role n the veterinary field. 3+ years managing supervisory-level roles. Previous experience required with responsibility for efficient processes and customer service. Masters degree required.
Skills & Knowledge: Strong business acumen; knowledge of current state and future veterinary trends, poicies and practices. Ability to articulate an inspired vision; able to inspire and motivate others towards a common goal.. Exceptional verbal and written communications skills. Exceptional relationship building skills and ability to build trust among various audiences. Physical Requirements: · Sit and stand for extended periods. · Extensive work on computer. · Travel to hospitals.
About Monroe Veterinary Associates
Monroe Veterinary Associates (MVA) is the largest private veterinary owned group in the United States. We are located in and around the scenic Rochester, New York area with over 600 employees. We are dedicated to providing exceptional service to the client and the best possible patient care. MVA's core values of Teamwork, Quality, Compassion, Honesty, Trust and Education serve as the backbone of a hospital culture that encourages collaboration and camaraderie. We offer a wide range of unique services including: 14 full-service veterinary hospitals, a walk-in veterinary clinic and a 24 hour emergency and specialty hospital with board certified specialists in surgery, internal medicine, diagnostic imaging, neurology and dermatology. We also offer urgent care hours, therapeutic laser, acupuncture, boarding, exotic pet care, pocket pet care and an extensive reference laboratory.