Practice Manager

Overview of the role:

§ Leading the operations and strategic direction of Administration, Reception and Finance to meet the needs, aims and objectives of the Group. Contribute to the management of the Clinical Services provided by the business, working alongside the clinical teams liaising with the Clinical Directors.

§ Overseeing the day-to-day management of all roles through effective management of the practice team, to deliver customer service excellence.

§ As part of the Leadership Team, working with the Clinical Directors, Vet Partners Business Development Director and Business Support Manager to review the current state and modify the services provided, to integrate and align them with clinical services.

Responsibilities:

§ Accountable for operational efficiencies, defining clear job roles and responsibilities, workflows, processes and procedures, to promote consistently high levels of service across the Abbey sites.

§ Lead cultural improvement, through the leadership team and direct line management, to develop high performing teams who collaborate with internal (local and centralised) and external functions. Undertake reviews and mentoring etc. of all employees under their line management.

§ Develop, manage, and maintain excellent relationships with both internal and external stakeholders, including all Clinical teams, Vet Partners Central Support, Business Development and Business Support Team.

§ Overall accountability for reviewing all business processes. Effect any change to ensure an affordable, efficient structure is in place; continually review in line with business needs.

§ Develop and maintain the Business Continuity Plan, ensuring this is communicated appropriately, then regularly reviewed and updated to meet changing business needs.

§ Responsible for the management of employee attendance, capability, and performance, ensuring people are managed and supported to undertake their duties. Monitor and manage absence and absenteeism.

§ Lead regular review of all contracts within Abbey Vets, ensuring these are fit for purpose, cost effective, and balanced against the needs of the business.

§ Ensure compliance with the appropriate regulations that apply to the business, within the operation of Business Services. Work with the Clinical Directors to ensure health and safety compliance, including fire risk assessments, documentation and alarm and emergency light testing. Under Health & Safety at Work Act 1974, whilst at work, take reasonable care for own health and safety and that of any other person who may be affected by your acts or omissions.

§ Consider and implement new projects/products across Abbey Vets, to ensure any associated changes are embedded and identified benefits are realised. Seek opportunities for practice growth including integration with Vet Partners and local marketing and PR initiatives.

§ Maintains operations and engagement by dealing with and resolving complex and/or confidential colleague queries and by acting as primary contact to resolve any team member conflict.

§ Take an active role in managing the practices recruitment requirements including posting adverts on a variety of platforms, capturing of information and engagement with the central support recruitment team. Oversee new colleague inductions, probation period reviews, informal 1:1s and formal appraisals. Ensure a live succession plan is in place and regularly reviewed.

§ Manage the organisation of regular management meetings/team (weekly/monthly), including minute taking and distribution.

§ Overseeing rotas as required and manage holiday allocations and associated record-keeping as required.

§ Promote and encourage colleagues to attend CPD courses.

§ Work with the Directors to review practice fees, complete the pay review and budget processes, reduce practice debts and ensure financial efficiency where possible.

§ Co-ordinate regular stock takes.

§ Any other task, consistent with the position of Practice Manager, as required by the Directors

Person Specification:

§ Professionalism, integrity and ethical standards.

§ Customer care skills showing professionalism and empathy.

§ Good time management skills; able to prioritise work based on deadlines and importance.

§ Confident in own abilities but prepared to listen to, and learn from, colleagues.

§ Inquisitive – prepared to question the status quo whilst maintaining respect for the views and decisions of your line manager and those further up the management hierarchy.

§ Resourceful in seeking guidance and problem solving - proactive in identifying business issues, recommending solutions and in implementing agreed recommendations.

§ Ability to communicate confidently with people at all levels.

Attention to detail in all aspects of role – consistently produces work to the highest standard.