Operations Support Manager

Summary

Join Ethos Veterinary Health as an Operations Support Manager (OSM), Specialty + ER! This remote role, supporting hospitals in the DMV area, requires approximately 60% travel within the market. You will provide operational support to existing hospitals, support new hospital transitions, and contribute to special projects. The ideal compensation is $120-130k + bonus potential, plus a comprehensive benefits package. This position offers a unique opportunity for seasoned leaders in veterinary medicine to grow and shape the future of operations. The role involves collaborating with various teams and hospital leaders to improve operational and financial performance.

Requirements

• Bachelor’s degree or equivalent experience is required
• Learns quickly, rapidly absorbs new information, and determines causal relationships, particularly as related to hospital operations
• Strong problem-solving skills, including using data and analytics to identify insights around business problems and develop pragmatic solutions
• A self-starter able to execute projects in a fast-paced, quickly evolving environment without supervision
• Able to lead relationships with hospital leaders; strong expertise at motivating, coaching and inspiring others
• Strong time management and organizational capability; ability to balance multiple priorities at once
• Outstanding communication skills with a high degree of empathy and self-awareness
• Understands and has passion for the human-animal bond
• Able to travel approximately 60% of the time

Responsibilities

• Work directly with a portfolio of 11 sites to improve operational and ultimately financial performance, based on hospital need
• Provide expertise and best practices for hospital marketing tactics, e.g., referral coordination, online reputation management
• Supporting professional development for hospital teams & department
• Improving hospital processes and workflows, including medical / nursing and customer service processes
• Providing oversight and accountability for each practice (for payroll, benefits, financial spends)
• Training and developing hospital staff in operational best practices
• Supporting recruitment and hiring of key hospital leaders & staff as well as providing best practices
• Supporting implementation of new technologies and systems within the hospitals (e.g., roll out of new patient management or inventory management systems)
• Collaborate with Group Leader to develop holistic plans for hospital improvement over time; help analyze financial health of hospitals, diagnose issues, and implement changes
• Ensure hospital leaders are trained in Ethos financial and operational systems, processes, and reports, including new leader onboarding
• Support hospitals with acute site needs, help problem-solve, drive change & enable growth
• Partner with the Group Leader to identify and prioritize support of current de novo projects
• Serve as a liaison between project groups and leadership teams
• Host new hospital staff welcome meetings pre-acquisition, and collaborate with various teams (including finance, human resources, accounts payable, and payroll) that support hospital onboarding to meet objectives and timelines
• Oversee and implement all aspects of onboarding newly acquired hospitals, including training and development, change and risk management, and initial operational assessments
• Help new hospitals navigate Ethos processes and liaise between Support Center & Operations teams to fully integrate new hospitals into the Ethos ecosystem (typically a 3-6-month time period)
• Drive special projects at the hospital-, group-, or portfolio-level to improve operational and financial performance of Ethos hospitals (specific efforts determined in collaboration with Group Leader and VP Director of Operations)
• Driving strategic turnaround or transformation efforts at high-profile hospitals
• Developing and implementing programs for Ethos hospitals at the group or portfolio level (e.g., technician training program, hospital leadership development program, procurement and large equipment purchasing guidelines)
• Working with business functions that support hospital operations (e.g., recruiting, finance, HR, marketing) to identify opportunities to Ethos portfolio

Preferred Qualifications

4-6 years of work experience within the Veterinary Medicine industry in a hospital leadership role is preferred, but not mandatory, operations-focused role; multi-site experience is ideal

Benefits

• Medical
• Dental
• Vision
• A 401k with employer match
• Paid time off (including sick time)
• Paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act