Practice Manager – Operations, People & Innovation

Position Description

PRACTICE MANAGER

Location: West Gippsland Vet Care, Warragul & Drouin Reports to: Practice Manager Date: 14 August 2024 Review Date: 23rd June 2026

Position Purpose:

The Practice Manager is a key leadership role responsible for creating an environment where people, patients and the business can thrive.

Reporting directly to the Managing Director, the Practice Manager leads the operational, financial, administrative and people functions of West Gippsland Vet Care across both clinic locations. The role is responsible for building a positive and high-performing culture, supporting leadership development, driving operational excellence and ensuring the organisation continues to evolve through innovation and continuous improvement.

Working closely with the Managing Director, Office Manager, Nurse Manager, Nurse Leaders and veterinary team, the Practice Manager provides leadership that empowers staff, strengthens collaboration and supports exceptional patient care and client experience.

The Practice Manager champions accountability, professional growth, innovation and data-driven decision making while ensuring the clinics operate efficiently, sustainably and in alignment with the organisation’s vision, values and strategic objectives.

Key Responsibilities:

Operational Management

• Oversee the day-to-day operations of the clinics, ensuring efficient workflows, effective resource allocation and adherence to policies and procedures.
• Ensure all areas of the clinics are maintained to a high standard and adequately resourced.
• Manage staffing requirements, rosters and workloads in collaboration with department leaders.
• Foster a positive, collaborative and accountable workplace culture aligned with organisational values.
• Ensure compliance with all relevant legislation, regulations and industry standards.

Financial Management

• Prepare financial information to support BAS preparation and reporting requirements.
• Oversee banking reconciliation and financial reporting.
• Monitor financial performance and identify opportunities to improve profitability and efficiency.
• Support budgeting, forecasting and strategic planning activities.

Team Leadership and Support

• Act as a key member of the leadership team.
• Provide coaching, mentoring and support to department leaders and staff.
• Support employee engagement, wellbeing and retention initiatives.
• Develop emerging leaders and support succession planning.

Customer Service and Client Management

• Ensure exceptional customer service across all client interactions.
• Manage complex client concerns professionally and effectively.
• Support initiatives that strengthen client engagement and loyalty

Leadership, Technology and Innovation

• Champion innovation, technology adoption and digital transformation initiatives.
• Identify and implement practical AI and automation solutions.
• Promote data-driven decision making.
• Build a culture of innovation, accountability and high performance.

Key Attributes:

• Leadership: Leads with integrity, accountability and empathy. Builds trust, develops people and creates a culture where individuals and teams can perform at their best.
• Organisation: Exhibits excellent organisational skills, managing multiple tasks effectively and ensuring clinic operations run smoothly.
• Communication: Communicates clearly and professionally with staff, clients, and management, ensuring transparency and cohesion across all departments.
• Financial Acumen: Demonstrates a strong understanding of financial management, with the ability to manage financial reporting, banking reconciliation, and preparing BAS-related records.
• Problem-Solving: Effectively identifies and resolves operational and financial challenges, ensuring the clinic remains efficient and profitable.
• Commitment to Standards of Care: Upholds and promotes the clinic’s Standards of Care, ensuring that all patients receive high-quality veterinary services.

Required Qualifications and Skills:

• Education: Diploma or degree in business administration, veterinary practice management, or a related field (or relevant experience).
• Experience:
• Proven experience in managing a veterinary or healthcare clinic, with strong financial, operational, and staff management skills.
• Experience working with veterinary practice management software and accounting systems.
• Skills:
• Strong leadership and communication skills, with the ability to manage and support a diverse team.
• Excellent organisational and multitasking abilities, with a focus on detail and accuracy.
• Proficiency in financial management, including preparing financials for BAS, financial reporting, and banking reconciliation.

Desirable Qualifications and Skills:

• Certification in veterinary practice management (e.g., CVPM).
• Experience working in a veterinary or healthcare setting with both clinical and administrative responsibilities.
• Experience implementing new technologies or business improvement projects.

Work Environment:

This role involves working in a dynamic veterinary clinic, balancing administrative, financial, and operational responsibilities. The Practice Manager must be able to handle a fast-paced environment, making decisions that impact both the day-to-day operations and long-term success of the clinic. Flexibility in working hours may be required to meet the demands of the role.

Physical Requirements:

• Ability to manage a variety of tasks in a fast-paced environment.
• Ability to spend long periods working at a desk using a computer and handling administrative tasks.