Clinic Manager

• Fosters an environment in the clinic where all animals are treated humanely, with compassion and concern, and in a manner consistent with the BC SPCA’s five freedoms.
• Reports directly and immediately to the Senior Director on any emergency matters.
• Evaluates performance against goals and suggest improvements where required.
• Lends assistance in all administrative matters as necessary.
• Assists other BC SPCA veterinary facilities as required.

• Oversees the recruitment and selection of a high-performing team of permanent and casual staff and volunteers in accordance with the Society’s approved recruitment process.

• Provides on-going training, direction, motivation, and coaching to clinic staff and volunteers with a focus on celebrating successes and achievements. Follows BCSPCA Performance Management guidelines with staff.

• Develops and update complete and accurate job descriptions for all hospital positions in conjunction with direct supervisor and HR Department.
• Tracks and reports on the successful implementation and maintenance of standard operating policies/procedures and related programs in the hospital and takes immediate steps to address any challenges to implementation or maintenance of these policies, procedures and programs.
• Ensures that staff members are properly informed/trained on a wide range of topics including but not limited to hospital goals and objectives, priorities, and roles/responsibilities.
• Acts as a champion of the BC SPCA Health & Safety program ensuring that safe work practices are implemented and are being carried out to protect staff, volunteers and animals from injury and/or illness.
• Conducts regular staff meetings to provide training and improve two-way communication.
• Plans and schedules staffing to assure maximum productivity/service while controlling overtime and ensuring adequate work-life balance.
• Creates and maintains a respectful and healthy work environment: encourage, motivate, and provide meaningful development opportunities; address conflict in a timely way; listen and provide empathy.
• Submits all employee and payroll information on a timely basis.

• Supports a vision of caring, personal service in a professional manner for every client interaction in all clinic functions.
• Sets standards and develops/maintains written protocols for client communications in the clinic (e.g. telephone answering, in-patients queries, reminders, sympathy cards/letters, new client introduction etc.)
• Reinforces these high standards for customer service in day-to-day business and ensures staff have the required training to meet these standards.
• Directly addresses escalated client service issues.
• Advocates for the clinic by becoming involved with community groups that positively influence public perception and policy.
• Collaborates with other BC SPCA departments to develop and execute a marketing plan for the clinic, including the development of promotional materials.
• In collaboration with the Communications department, manages media contacts and administers the clinic social media account, following BC SPCA guidelines and direction.

• Ensures compliance with all provincial and federal regulations.
• Oversees the management of inventory and ordering processes.
• Oversees the building and equipment maintenance and housekeeping standards.
• Collaborates with the Facilities team to ensure that all physical properties, equipment, and office environments are maintained in safe working condition.

• Responsible for the completion of all administrative duties, including timely entering of information into the computer database, scheduling and payroll, daily reconciliation, batch reports and bank deposits

• Provides information and input for the preparation of an annual budget for the branch, including capital expenditures and ensures compliance with the approved budget on a monthly basis.

• Maintain suitable procedures for controlling and valuing inventories.
• Maintain veterinary fee schedule.

• Business management certificate, Certified Veterinary Practice Manager (CVPM) designation, or other applicable post-secondary education plus a minimum of 5-8 years’ related experience, three (3) of which must be in a supervisory capacity; or an equivalent combination of education and experience acceptable to the employer.

• Related experience includes but is not limited to:

• Management of a veterinary facility.
• Managing, coaching, mentoring, nurturing and empowering staff.
• Setting and maintaining high levels of customer/client service.

• Managing revenue and expenses against an established budget.
• Analyzing data, establishing and monitoring key metrics, creating associated reports.

• Prior experience with Microsoft office suite, such as Excel, Word, Outlook as well as information management systems style databases.
• Able to self-direct and create own work processes and procedures and implement improvements as needed, while also recognizing when something requires escalation.
• A results-oriented approach with ability to prioritize and meet deadlines with minimum supervision.
• Excellent written, oral and persuasive communication skills, including an ability to relate respectfully to a diverse audience and build solid working relationships.
• Confident in addressing conflict effectively.
• Analytical and a creative problem solver

• Philosophical harmony with the mission, vision, and guiding principles of the BC SPCA.

The British Columbia Society for the Prevention of Cruelty to Animals