Practice Manager
Hamilton Region Emergency Veterinary Clinic is a trusted emergency veterinary facility dedicated to providing exceptional care when pets need it most. The clinic was founded 40 years ago to serve a need in the Hamilton region for emergency veterinary medicine and we are excited to continue on that mission today with a renewed sense of purpose.
We are veterinarian-led and deeply committed to supporting the wellbeing of our clinical team, recognizing that compassionate, high-quality care begins with those who deliver it. By prioritizing our staff, we ensure pets and their families receive timely, skilled, and empathetic emergency care during critical moments.
This is a unique opportunity to join our leadership team to work closely with our Medical Director to build a culture based around a supportive and collaborative team that strives to deliver the best patient care we can, together. We look forward to hearing from you!
The role itself spans three core areas:
Clinic operations
- Leading day-to-day operations at HREVC, which are 24/7/365, ensuring outstanding patient care and strong operational performance
- Tracking and driving key clinic metrics - from client satisfaction to capacity - with regular check-ins and planning sessions alongside the Ontario Regional Manager
- Developing and improving clinic processes and protocols to help provide great patient care but also efficiently both for our team and our clients
- Managing team scheduling, and capacity planning to maximize both client access and team well-being
- Administering the Practice Management Software, updating and adapting it to the evolving needs of the team
- Managing inventory levels, supplier relationships, and the resources needed for optimal clinic operations
- Ensuring compliance with safety, regulatory, and professional standards applicable in Ontario
Team leadership
- Hiring, onboarding, coaching, and developing the clinic's support team
- Approving and monitoring staff timesheets, schedules, and time-off requests
- Identifying development opportunities for team members, providing regular feedback and accountability to ensure ongoing growth both directly and indirectly alongside our Medical Director and Lead technician
- Advocating for your team to ensure they feel heard and their perspective is visible during leadership discussions
- Implementing a culture that supports collaboration, compassion, and a blame-free environment focused on working well as a team to provide great patient care
- Solving problems, removing roadblocks, and supporting the team's needs as they arise
Client experience and growth
- Delivering excellent client service, and ensuring escalations are addressed personally and promptly
- Identifying opportunities to improve the client journey and experience
- Partnering with the Regional Manager to execute local growth initiatives, community engagement, and operational improvements
- Developing relationships with referring clinics to ensure seamless communication and transfer between our clinics as well as addressing areas of opportunity or concern
Your Qualifications:
- 2-5+ years of experience in veterinary medicine, preferred but not required
- A proven people leader: you know how to inspire, develop, and hold a team accountable
- Operates with high emotional intelligence and exceptional communication skills
- A builder's mindset: hands-on, resourceful, problem solve ready to roll up your sleeves
- Strong analytical skills: comfortable tracking operational KPIs and using data to make decisions
- Willingness to maintain a flexible schedule in support of a 24/7 team, including the occasional evening/weekend in order to effectively manage the entire team
- Willingness to accept after-hour phone calls or messages from the team
Be part of the solution: Join us and play a key role in delivering exceptional veterinary care to our community.
Come as you are. As a proud equal-opportunity employer, Hamilton Region Emergency Veterinary Clinic is dedicated to creating a diverse and inclusive workplace for everyone. Qualified applicants will be considered regardless of citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status.
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Vision care
Job Type: Full-time
Work Location: In person
