Manager, Field Communication and Practice Support

Summary

Join Alliance Animal Health, a rapidly growing veterinary service organization, as a Business Operations Manager. You will be responsible for creating and maintaining operational manuals, collaborating with various departments to ensure consistent communication, supporting field operations, and overseeing clinic setups. The role involves managing PIM integration, standardizing processes, and improving data integrity. You will also manage the intranet, ensuring efficient file sharing and communication between AAH and its clinics. This position requires strong communication, leadership, and technical skills. The ideal candidate will have experience in veterinary practice leadership or field management.

Requirements

• Industry practice leadership, and/or industry field management experience is required
• 5+ years of experience OR 2+ years of experience and a bachelors degree
• Must be proficient in PIM functionality for Set-up/Pricing/Maintenance
• Exceptional writing and communication skills
• EQ will be essential to be successful in this role

Responsibilities

• Create, update and maintain all Field and Practice Operations manuals/playbooks
• Handle all monthly updates from various departments including communicating to practices and updating the operations manuals, guides, and playbooks
• Collaborate with stakeholders across multiple departments to ensure all department communications are going to practice from one source. Creating, updating and implementing new hospital policies and standards
• Rolling out all process. Requires very detailed step-by-step instruction and then we need to document and maintain the process within teams .vet for reference
• Supporting Field Operations team with all acquisitions
• Denovo operations coordinating a new clinic preparation leading up to soft opening, through grand opening of phase operations. Ensures ‘playbook’ is being used and consistent.  Working closely with strategy team on operational execution
• Oversee Setup and Patient Care Coordinator (PCC) roles
• Set up access to clinic environment
• Set up structure for clinic phone numbers including Ring Central and Call Rail
• Work with the data analytics team on any back-end cross reference needs
• Manually pull data weekly for PCC Support to share with the data team
• Closely work with the Sr. Director – Field Business Operations and Regional Leadership teams to manage and monitor performance/determining when and where to shift resources
• Manage all PIM integration/PIM Best Practices/Pricing/Standardization
• Work closely with data team for consistency on PIM integration. Manages 4-5 per month but could increase to 15-20 per month in the future
• Partner with the DeNovo/New Build team on demos for PIMs
• Ensures training with the PIM usage
• Manage the training and implementation of PIM set ups for practices
• Help standardize chart of accounts for clinics
• Coding systems for fees and inventory
• Data integrity for PIM conversion
• Manage Intranet between .com and .vet
• Longterm, manage our intranet/lay the foundation with uploading the reporting for the practices and creating a synergy between .com and .vet
• Leverage SharePoint for a more efficient process to share files between AAH and practices
• Oversee the process for all shared files going to practices and ensuring control of what is being shared to manage security and volume
• Potentially work to build out a communication platform between AAH and our clinics. Manage the process, training and behavior changes to get clinics on board with new procedures
• Manages and oversee all messages that come into AAH
• Would be able to support any version of Call centers we want to build out and work with internally for markets in 2026