SUMMARY OF JOB PURPOSE AND FUNCTION The primary purpose and function of the Practice Manager is to manage the hospital and ensure the highest quality of veterinary care, exceptional client service, associate engagement and maximum productivity of the veterinary medical team. The Practice Manager, in partnership with the Chief of Staff (COS), ensures good communication with clients, associates, field leadership, Central Team Support, and PetSmart, and partners with the PetSmart Store Director, Salon Manager, Training Manager and PetsHotel Manager (if applicable) to optimize growth of both businesses. The Practice Manager partners with the COS (if applicable) to operate an effective and productive hospital team, ensure a safe and engaging hospital environment, and improve both the medical quality and business performance of the hospital. ESSENTIAL RESPONSIBILITIES AND TASKS • Live and exemplify the Five Principles of Mars, Inc. within self and team. • Partner with the Chief of Staff (if applicable) to manage the hospital as role models and champions of the Banfield brand to provide consistent high quality care and exceptional service to the most pets and clients and to maximize efficiency, productivity and profitability. Train the team on Banfield guidelines and practices and supervise associates to ensure compliance. • Regularly supervise the team of paraprofessionals in the hospital, consisting of at least two associates and often more (the size of the paraprofessional team will vary by hospital depending on factors such as business volume and client needs). • Oversee and train associates on professional, efficient and exceptional client service (lead by example), to include client education about Optimum Wellness Plans, preventive care, pet health needs, hospital services, marketing campaigns, and other related information; effectively resolve client issues. • Follow all Banfield protocols and practices and be responsible for ensuring that associates achieve practice priorities while building our culture and brand. • Identify potential "bottlenecks" and formulate solutions to remove barriers in medical operations that would impede the doctors from providing world class care. • Partner with the Field Director and Chief of Staff (if applicable) to interview, select, train, develop, coach, mentor and, if necessary, discipline and terminate paraprofessional staff. • Direct, lead and mentor the paraprofessional staff to realize their full professional potential and deliver outstanding, high quality medical care, client service and business results. • Work with the Field Director to establish development plans (PDPs) for the paraprofessionals, and focus teams to deliver the practice priorities and exceed goals while building our culture and brand. Conduct frequent development discussions with paraprofessionals to construct compelling development plans and execute them. • Effectively create and maintain paraprofessional schedules and work with Chief of Staff to schedule associates to meet client needs according to Banfield guidelines, while proactively planning time off and CE scheduling. • Provide effective communication between associates, clients, field leadership and Central Team Support. • Act as communications liaison, including holding routine hospital team meetings, sharing business information and messaging to all hospital associates, ensuring they remain informed, engaged and have opportunities to provide feedback. • Provide inspirational leadership to the team by creating a positive professional relationship with the Chief of Staff, PetSmart associates, adoption center agencies, clients, field leadership and Central Team Support. • Create a collaborative environment and develop an efficient, productive hospital team that provides the highest quality care and service to the most pets and clients. • Develop annual planning, budgeting and hospital productivity levels for the hospital in partnership with the Chief of Staff (if applicable), Field Director and Director Veterinary Quality. Position Description Practice Manager - Job Description.docx 2 of 4 Last Revised: 5/3/2018 JP (zones) • Partner with area Field Director and Director Veterinary Quality to execute market objectives, goals, strategies and measurements (OGSMs). • Participate in market level teams, discussions, and initiatives. • Partner with the COS to deliver outstanding financial results for assigned hospital. • Manage and drive consistent revenue growth and profitability improvements in the hospital(s). Monitor all financial and operational metrics ensuring deviations from plan are addressed timely and appropriately. • Manage daily operations of hospital(s) to deliver consistent performance in Optimum Wellness Plan growth, market penetration and client and associate retention. Manage overall labor costs while ensuring appropriate scheduling/staffing during all operating hours. • Build hospital(s) to meet client convenience needs which may include 7-7-7 operating hours/days. • Use proven methods to promote hospital(s) and Practice growth. • Responsible for cost containment, cash control/banking, loss prevention, office and medical supply ordering, and inventory management, maintaining acceptable Hospital Audit scores. • Responsible with COS to develop a stable, trained and technically competent paraprofessional team. • Responsible for ensuring all associates adhere to Banfield dress and grooming guidelines. • Provide leadership to other area hospitals as needed throughout the market. • Ensure compliance with all practice policies and procedures and with all local, state and federal laws. • Other job duties as assigned. THE FIVE PRINCIPLES • Quality - The consumer is our boss, quality is our work and value for money is our goal. • Responsibility - As individuals, we demand total responsibility from ourselves; as associates, we support the responsibility of others. • Mutuality - A mutual benefit is a shared benefit; a shared benefit will endure. • Efficiency - We use resources to the full, waste nothing and do only what we can do best. • Freedom - We need freedom to shape our future; we need profit to remain free. HIRING QUALIFICATIONS COMPETENCIES Leadership • Conflict Management • Customer Focus • Developing Direct Reports • Directing Others • Building Effective Teams Functional • Hiring and Staffing • Communication Skillls • Managing and Measuring Work • Peer Relationships • Drive for Results CAPABILITIES (CAN DO) • Ability to multi-task - Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration. • Organizational ability - Demonstrates a systematic approach in carrying out assignments. Is very orderly and excels at cutting through confusion and turning chaos into order. • Intellectual ability - Accurately and consistently follows instructions delivered in an oral, written or diagram format. Provide directions. Commitment to continual learning. • Mathematical ability - Ability to add, subtract, multiply and divide, and to compute rate, ratio and percent; ability to convert units of measurement. • Computer skills - Comfortably and confidently uses a computer and specialized software. Position Description Practice Manager - Job Description.docx 3 of 4 Last Revised: 5/3/2018 JP (zones) • Sales and marketing skills - Educates clients on preventive care, pet health needs and hospital services, and enthusiastically promotes the benefits of Optimum Wellness Plans. ATTITUDES (WILL DO) • Initiative - Shows willingness and aptitude to use own discretion in taking appropriate steps in finding solutions to problems; presents options and ideas to enhance current processes or procedures. Takes on additional responsibility when both big and small tasks need to be done; seeks out the most valuable work to do during times when the hospital faces low client demand. • Integrity - Firmly adheres to the values and ethics of Banfield Pet Hospitals. Exhibits honesty, discretion, and sound judgment. • Cooperativeness - Willing to work with others, collaborating and compromising where necessary; promptly shares relevant information with others. • Flexibility - Is open to changing situations and opportunities and is willing to perform all tasks assigned. • Independence - Able and willing to perform tasks and duties without supervision. • Tolerance for Stress / Resiliency - Maintains a positive "can do" outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations. SPECIAL WORKING CONDITIONS • Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.) • Client needs and work volume may often require more than 40 hours per week to complete essential duties of this job. This position often requires working weekends and evenings. • The noise level in the work environment is moderately high. • Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables. • Requires ambulatory skills sufficient to perform duties while at hospital. • Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds. • Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to reach and grasp, and visual acuity to use a keyboard, operate equipment and read information. • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. • Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion, exposed to anesthesia, radiation, biological hazards and medication/controlled substances. • Some travel required, to assist other area hospitals as well as for vendor visits and associate education. EXPERIENCE, EDUCATION AND/OR TRAINING • Bachelor's degree in business or related discipline preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities. • Three years related experience required (health care, veterinary profession, service industry, etc.), including direct supervisory experience (includes hiring, associate development, etc.) • Banfield hospital experience and/or previous experience as a Practice Manager in veterinary medicine preferred. • Veterinary technician certification, licensure, and experience preferred. • Certified Veterinary Practice Manager (CVPM) or Veterinary Management Institute (CVPA) certification preferred. WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER. Company Policy, Federal and State Laws Forbid Discrimination Because of Age, Color, Race, Religion, Sex, Disability, Sexual Orientation or National Origin. Position Description Practice Manager - Job Description.docx 4 of 4 Last Revised: 5/3/2018 JP (zones) PRACTICE MANAGER LEVELS There are three levels of Practice Manager, determined by the size/volume of the hospital as well as the individual's qualifications and level of skill in the Leadership and Functional Competencies. PM-1 PM-2 PM-3 Leadership Competencies: Conflict Management Basic Skills Intermediate Skills Advanced Skills Customer Focus Basic Skills Intermediate Skills Advanced Skills Developing Direct Reports Basic Skills Intermediate Skills Advanced Skills Directing Others Basic Skills Intermediate Skills Advanced Skills Building Effective Teams Basic Skills Intermediate Skills Advanced Skills Functional Competencies: Hiring and Staffing Basic Skills Intermediate Skills Advanced Skills Communication Skills Basic Skills Intermediate Skills Advanced Skills Managing and Measuring Work Basic Skills Intermediate Skills Advanced Skills Peer Relationships Basic Skills Intermediate Skills Advanced Skills Drive for Results Basic Skills Intermediate Skills Advanced Skills