Job Description

Fetch Specialty & Emergency Veterinary Centers is seeking a dedicated and experienced Veterinary Practice Manager to lead our Guest Services team!

As a the Veterinary Practice Manager of Guest Services, you will play a vital role in ensuring concierge service for our valued guests. While working in conjunction with the Hospital Director, you will be responsible for overseeing the daily operations of the front desk and reception area, managing guest communication and appointments, and supervising a team of Guest Services Representatives.

Fetch is rapidly growing! Our network of multi-specialty practices spans across Florida and South Carolina since our founding in 2016. As a family-owned organization, we're always seeking forward-thinking individuals to join our team of board-certified specialists and exceptional emergency clinicians.

This is an exciting opportunity to join a growing practice and make a significant impact on the lives of animals and their owners!

Responsibilities:

• Direct and supervise guest services team members in an active leadership role to ensure team success (70% “on the floor”, 30% office/clerical environment)
• Recruit, interview, hire and train an exceptional guest services team
• Ensure excellent guest service and satisfaction
• Handle guest inquiries and concerns, providing timely and professional resolutions
• Maintain organization and efficiency in appointment scheduling and guest communication
• Coordinate with other departments to ensure smooth flow of operations
• Assist in financial transactions and billing procedures, including reviewing, correcting and approving end of day reports and discrepancies
• Collaborate with the management team to implement improvement strategies
• Participate in introductory evaluations as well as yearly performance evaluations
• Conduct monthly departmental meetings with an approved agenda
• Address all guest and rDVM concerns in a professional timely manner and advise on problem identification and resolution
• Oversee the auditing of medical records for completeness of information and ensure all have been sent to the rDVMs in a timely manner
• Create GSR schedules that align with the business and leadership needs of Fetch while monitoring overtime and payroll costs

Requirements

• Bachelor's or Associate's Degree in relevant field - Preferred
• Previous experience in a managerial role, preferably in a veterinary practice or hospitality industry
• Strong leadership and team management skills
• Excellent interpersonal and communication skills
• Ability to handle and resolve guest concerns effectively
• Proficient in computer systems and software
• Knowledge of veterinary practice operations and protocols
• Highly organized and detail-oriented
• Ability to multitask and work well under pressure
• Flexibility to work evenings, holidays and weekends as needed

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Employee assistance program
• Employee Pet Plan
• Continuing education and uniform allowance
• Tuition reimbursement

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