NVA General Practice
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General Manager of Hospital Operations
role at
NVA General Practice
National Veterinary Associates is seeking a General Manager of Hospital Operations for North Florida Animal Hospital in Tallahassee, FL. This role provides operational leadership for a large-volume hospital, supports the implementation of NVA programs at the site level, and serves as an influencer and resource for other hospitals within the division. Acting as a key liaison between the veterinary practice and the NVA Support Center, this individual will also perform duties as directed by Field Leadership (FLT – DDO/MRO). In close partnership with FLT, the General Manager will drive process improvements and profitability by identifying and executing local growth initiatives supported by meaningful performance metrics.
Ideal candidates are analytical thinkers, experienced problem-solvers, and effective communicators with a proven record of success in operations management and people leadership.
Specific Areas Of Responsibility
Hospital Operations
Acts as a collaborative liaison between hospitals, NVA support center, and the Director of Divisional Operations and Manager of Regional Operations (DDO, MRO)
Acquires and maintains knowledge of organizational and local practice policies and procedures
Effectively leverages our practice management software and NVA support systems for reporting and training
Ensures proper staff scheduling/optimization.
Analyzes and interprets operational reports and identifies areas for improvement
Implements and champions NVA initiatives as a change manager.
Oversees employee benefits program and hospital insurance plans.
Develops and implements hospital policy, including DEA/Controlled Substances and OSHA compliance
Performs quality checks and reviews of client files
Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues
Strategizes and works with Managing Veterinarian to implement and ensure the best veterinary practices in medicine and business structure
Strategic Planning and Leadership
Collaborates with the Managing Veterinarian and Division Leader (DDO, DL) to create an overall strategy (i.e., positioning in local market) and obtains buy-in and alignment with staff
Creates action plans, sets and manages goals, delegates tasks, and tracks performance
Sets productivity and financial targets for manager and lead staff, holding them accountable to achieving goals and structuring compensation to reflect achievement
Analyzes and improves systems, policies, and processes
Plans, organizes, and participates in regional meetings as needed
Acts as a champion for change and identifies, documents, shares, and promotes best practices
Hospital Leader Development
Effectively trains new managers and department leads and provides ongoing development via check-ins
Collaborates with support center staff in getting new hospital staff positioned in their role
Mentors, coaches, and sets expectations with hospital leadership and staff.
Ensures managers and leads are trained in financial and operational systems and methods
Financial Management
Analyzes the financial health of hospitals and diagnoses financial issues using appropriate reports
Leads the preparation and communication of the annual budget for the site, including both Revenue & Costs and Capital Expenditures
Oversees the management of costs, particularly labor
Drives revenue growth
Ensures payroll is accurately completed and submitted for all hospital staff
Manages accounts receivable and cash on hand, including performing invoice audit reviews
Manages hospital inventory and controls facility and administrative costs.
Performs other duties essential to the performance of the hospital as assigned
People Management
Partners with the Managing Veterinarian to address staffing needs including hiring, training, reviewing, and disciplining of staff
Manages the performance management cycle from interviewing and hiring to counseling and terminating staff, and assists managers and leads with personnel issues/problems in partnership with NVA HR
Ensures hospitals comply with all Federal and State human resource policies (I-9, DEA, OSHA)
Conducts staff performance reviews and partners with L&D to guide career development.
Makes recommendations for staff training and development
Negotiates and mediates issues/conflicts; coaches and provides feedback to staff
Implements performance-based incentive and rewards and recognition programs
Manages staff, including grooming and boarding staff if applicable, as well as, People Operations manager, DVM operations manager, Outreach manager, and departmental leads
Tracks and maintains current licensures for all DVMs
Client Relations
Demonstrates and reinforces the highest level of client service
Resolves client issues and escalations and oversees client follow-up communication
Drives both existing and new client visits through tactics, strategic client communication and local marketing efforts (i.e., Community).
Develops, champions, and oversees client acquisition and retention initiatives. Assess the quality of service and provide direction for enhancing quality.
Qualifications
Minimum of 5 years of experience in operations management
Bachelor's degree in business administration, operations management or related field, an MBA or master's level business education is a plus.
Experience developing and leading teams of 75+ with multiple layers of employees as well as varying employee skill sets
Experience & a proven record of accomplishment successfully managing a P&L with revenue of $10M+.
In-depth knowledge of diverse business functions and principles (e.g., supply chain, finance, customer service, optimizing workflows, SOO (Statement of Operations) reviews, etc.)
Expert knowledge of data analysis and performance/operation metrics
Acute financial analysis skills related to EBITDA, revenue, and cost drivers, and understanding business pro forma financial statements
Experience developing long-term business strategies, ensuring employee policies are in compliance and applied with fairness and consistency
A commitment to a continuous evaluation of the efficiency of business operations according to organizational objectives while having the ability to anticipate and apply immediate mitigation plans to ensure a minimal impact during fluctuations in business or staffing.
Ability to communicate effectively verbally and in written form. The role will require presentation and training to large groups of individuals.
Ability to travel as necessary to division and NVA meetings.
Basic computer skills i.e., Microsoft Office suite (Previous practice management software knowledge a plus).
Ability to display above-average EQ and model a professional and courteous manner with staff and clients.
Experience leading a site through a renovation or relocation a plus.
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General Manager of Hospital Operations
role at
NVA General Practice
National Veterinary Associates is seeking a General Manager of Hospital Operations for North Florida Animal Hospital in Tallahassee, FL. This role provides operational leadership for a large-volume hospital, supports the implementation of NVA programs at the site level, and serves as an influencer and resource for other hospitals within the division. Acting as a key liaison between the veterinary practice and the NVA Support Center, this individual will also perform duties as directed by Field Leadership (FLT – DDO/MRO). In close partnership with FLT, the General Manager will drive process improvements and profitability by identifying and executing local growth initiatives supported by meaningful performance metrics.
Ideal candidates are analytical thinkers, experienced problem-solvers, and effective communicators with a proven record of success in operations management and people leadership.
Specific Areas Of Responsibility
Hospital Operations
Acts as a collaborative liaison between hospitals, NVA support center, and the Director of Divisional Operations and Manager of Regional Operations (DDO, MRO)
Acquires and maintains knowledge of organizational and local practice policies and procedures
Effectively leverages our practice management software and NVA support systems for reporting and training
Ensures proper staff scheduling/optimization.
Analyzes and interprets operational reports and identifies areas for improvement
Implements and champions NVA initiatives as a change manager.
Oversees employee benefits program and hospital insurance plans.
Develops and implements hospital policy, including DEA/Controlled Substances and OSHA compliance
Performs quality checks and reviews of client files
Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues
Strategizes and works with Managing Veterinarian to implement and ensure the best veterinary practices in medicine and business structure
Strategic Planning and Leadership
Collaborates with the Managing Veterinarian and Division Leader (DDO, DL) to create an overall strategy (i.e., positioning in local market) and obtains buy-in and alignment with staff
Creates action plans, sets and manages goals, delegates tasks, and tracks performance
Sets productivity and financial targets for manager and lead staff, holding them accountable to achieving goals and structuring compensation to reflect achievement
Analyzes and improves systems, policies, and processes
Plans, organizes, and participates in regional meetings as needed
Acts as a champion for change and identifies, documents, shares, and promotes best practices
Hospital Leader Development
Effectively trains new managers and department leads and provides ongoing development via check-ins
Collaborates with support center staff in getting new hospital staff positioned in their role
Mentors, coaches, and sets expectations with hospital leadership and staff.
Ensures managers and leads are trained in financial and operational systems and methods
Financial Management
Analyzes the financial health of hospitals and diagnoses financial issues using appropriate reports
Leads the preparation and communication of the annual budget for the site, including both Revenue & Costs and Capital Expenditures
Oversees the management of costs, particularly labor
Drives revenue growth
Ensures payroll is accurately completed and submitted for all hospital staff
Manages accounts receivable and cash on hand, including performing invoice audit reviews
Manages hospital inventory and controls facility and administrative costs.
Performs other duties essential to the performance of the hospital as assigned
People Management
Partners with the Managing Veterinarian to address staffing needs including hiring, training, reviewing, and disciplining of staff
Manages the performance management cycle from interviewing and hiring to counseling and terminating staff, and assists managers and leads with personnel issues/problems in partnership with NVA HR
Ensures hospitals comply with all Federal and State human resource policies (I-9, DEA, OSHA)
Conducts staff performance reviews and partners with L&D to guide career development.
Makes recommendations for staff training and development
Negotiates and mediates issues/conflicts; coaches and provides feedback to staff
Implements performance-based incentive and rewards and recognition programs
Manages staff, including grooming and boarding staff if applicable, as well as, People Operations manager, DVM operations manager, Outreach manager, and departmental leads
Tracks and maintains current licensures for all DVMs
Client Relations
Demonstrates and reinforces the highest level of client service
Resolves client issues and escalations and oversees client follow-up communication
Drives both existing and new client visits through tactics, strategic client communication and local marketing efforts (i.e., Community).
Develops, champions, and oversees client acquisition and retention initiatives. Assess the quality of service and provide direction for enhancing quality.
Qualifications
Minimum of 5 years of experience in operations management
Bachelor's degree in business administration, operations management or related field, an MBA or master's level business education is a plus.
Experience developing and leading teams of 75+ with multiple layers of employees as well as varying employee skill sets
Experience & a proven record of accomplishment successfully managing a P&L with revenue of $10M+.
In-depth knowledge of diverse business functions and principles (e.g., supply chain, finance, customer service, optimizing workflows, SOO (Statement of Operations) reviews, etc.)
Expert knowledge of data analysis and performance/operation metrics
Acute financial analysis skills related to EBITDA, revenue, and cost drivers, and understanding business pro forma financial statements
Experience developing long-term business strategies, ensuring employee policies are in compliance and applied with fairness and consistency
A commitment to a continuous evaluation of the efficiency of business operations according to organizational objectives while having the ability to anticipate and apply immediate mitigation plans to ensure a minimal impact during fluctuations in business or staffing.
Ability to communicate effectively verbally and in written form. The role will require presentation and training to large groups of individuals.
Ability to travel as necessary to division and NVA meetings.
Basic computer skills i.e., Microsoft Office suite (Previous practice management software knowledge a plus).
Ability to display above-average EQ and model a professional and courteous manner with staff and clients.
Experience leading a site through a renovation or relocation a plus.
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