The Wellness Clinic Manager is charged with managing the business activities of the existing Maryland SPCA Wellness Clinic. Responsible for hiring, training, and proper performance of all client services and veterinary technician staff. Individual will maximize delivery of services in accordance with the organization’s goals and mission by having direct authority and decision making responsibilities over all aspects of the wellness care practice. In addition to these responsibilities and in collaboration with the director team, the manager will oversee the establishment and management of a second Wellness Clinic location in the city of Baltimore.
Essential Duties and Responsibilities:
Oversees all client service activities. Implements strategies to improve the client/patient experience.
Works closely with veterinarians, ensuring that clinic staff supports their efforts.
Analyzes patient throughput and scheduling activities. Develops and implements strategies to maximize efficiency and client satisfaction.
Develops and maintains appropriate inventory system, staying within budget while ensuring clinic has required items on hand.
Controlled substance ordering, tracking, security and destruction within DEA regulations.
Handles client complaints and resolves client communication issues.
Works closely with Director of Communication and Marketing to ensure community awareness of services offered and charitable programs.
Ensures proper use of veterinary software; provides business reports as needed.
Maintains relationship with and oversee services of online pharmacy “Vets First Choice”.
Recruits, interviews and hires clinic staff members. Plans and schedules for optimal staffing to ensure maximum productivity and service.
Plans, organizes and facilitates regular team meetings.
Supervises staff members and acts as the direct authority regarding performance, disciplinary procedures, discharging and all the legal responsibilities of employment.
Mediates personnel problems, maintains staff member morale and motivation.
Completes regularly scheduled performance reviews to maximize team member potential.
Develops and maintains staff training program.
Establishes hospital standard operating procedures (SOPs) and training protocols for all staff members.
Daily Hands-on Responsibilities:
Assists Director of Veterinary Medicine in the management of the veterinarian schedules.
Monitors efficient hospital flow.
Assists with reception duties including but not limited to: answering and triaging client phone calls, scheduling appointments and procedures, check-in of clients, filling prescriptions, discharging clients.
Assists with veterinary technician duties such as animal handling, surgery monitoring, and vaccine administration, if required to do so.
Assists in cleaning the hospital as needed including but not limited to: keeping reception desk area and lobby clean and sanitary, taking out the trash and recycling, laundry, cleaning floors, bathrooms, and exam rooms if needed.
The Maryland SPCA is a private, non-profit organization that improves the lives of pets and people in the community. We do this through adoption, spay/neuter and outreach programs. Last year, our adoption program was successful in finding almost 3,000 homeless pets new forever homes and we performed almost 9,000 spay/neuter surgeries. We receive no operating money from the government or from an...y national animal organization. The Maryland SPCA Wellness Clinic offers a full range of veterinary services including wellness, basic sick visits, surgeries and dentistry but also offer a low-income vaccination clinic once weekly. Our goal as part of Maryland SPCA of Baltimore is to provide quality and affordable pet health care to all income levels with a heavy focus on preventative medicine and owner education, thereby decreasing the need to surrender a pet for medical issues or inability to afford care. Maryland SPCA Wellness Clinic is open 7 days a week with some days split between surgery and appointments. We do not offer over-night or emergency care and will refer patients with severe injuries or illness to full-service vet hospitals as we do not provide extensive in-hospital observation and care.