Job description
Come be part of a team committed to elevating Veterinary operations and inspiring teams to new heights! This is a unique opportunity for seasoned leaders in veterinary medicine to continue growing, help shape the future of operations, and lead with a passion for servant leadership.
Remote-based role supporting ten hospitals across KS, OH, PA, and TN, with an average travel expectation of 70% within the market. Actual travel may flex up (~80%) during leadership transitions or down (~30–40%) during more stable periods, depending on the Division’s needs. Candidates must reside in, or be willing to relocate to, one of the states or surrounding areas where these hospitals are located. The footprint of this role may expand as the business grows.
Ideal compensation for this role ranges between $115 - 130k + bonus potential and a comprehensive benefits package. The final base salary will be based off the selected candidate’s experience and ability to make an impact coming into role.
Ethos Veterinary Health (Ethos) has an exciting opportunity to join the field leadership team of our fast-growing Specialty + ER (Emergency Room) business, which consists of the largest and most complex veterinary hospitals that focus on 24-hour emergency care and specialty medicine. The role we are currently looking to hire is an Operations Support Manager (OSM). The OSM, Specialty + ER will act as an operations expert supporting our existing hospitals and helping new hospitals transition into the group.
Ethos has grown rapidly over its history and continues to aggressively execute its growth plans via a combination of acquisition, de novo, and same-store initiatives. Advancing medical sophistication and technology combined with the evolving human-animal bond is driving greater spend per pet and veterinary practices continue to look to partner with companies that have the capital, expertise, and management talent to drive exceptional site-level growth as the industry evolves.
The Position
The OSM will report directly to the Division Leader and will closely collaborate with the Support Center and Transition Group leadership to support hospitals. To be successful they will need to build strong partnerships with the local leadership teams; including the Medical Directors, Department Leads, Hospital Managers, and Joint Venture partners to support clinical excellence and high-quality patient care.
Operations Support Manager (OSM) responsibilities for this role generally fall into three categories:
Operational support for the existing group of Ethos hospitals (~65%):
- Work directly with a portfolio of 10 sites to improve operational and ultimately financial performance, based on hospital need. Specific areas of focus include:
- Providing 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
- Provides interim on-site leadership in the event of Hospital Director vacancies, supporting staff, maintaining hospital operations, and driving the recruitment and onboarding of a new leader.
De Novo Activity and Transition support for new hospitals into the group (~20%):
- 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)
Special projects in support of the group and the Ethos portfolio (~10%):
- 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). Examples of special projects include:
- 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
Competencies
- Accountability & ownership:
- Capable of managing across a range of unique sites, applying principles of business and operational excellence to the distinctive needs of each hospital
- Able to diagnose business challenges and opportunities with available data and form action plans to drive performance
- Ability to work autonomously and with ambiguous or minimal information to diagnose and solve complex operational problems
- Time management skills to manage priorities across and within several hospitals; ability to ruthlessly prioritize tasks and opportunities
- Growth & strategy:
- Identifies growth and innovation opportunities based on experience and interaction with local hospital teams
- Helps sell the case for change with hospital teams and senior leaders, including assessing the impact of site-level initiatives
- Leadership capability:
- Demonstrates strong leadership and collaboration by quickly building trust and rapport with hospital teams, veterinarians, and JV Partners, and actively engaging them in collective problem-solving.
- Excellent customer service skills to understand, adapt and meet the needs of hospital leaders while executing against defined objectives and goals
- Excellent trainer of individuals on systems, process, and how to be successful operators in animal health
- Professional development and growth
- Leads internal projects to support Ethos beyond divisional responsibilities; seeks opportunities to continue to build professional skills in support of Ethos’ mission
Requirements / Personal Attributes
- Bachelor’s degree or equivalent experience is required
- 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
- 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 and JV Partners; 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 70-75% of the time
Ethos is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilizes state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com
Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, Ethos provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado’s Healthy Families and Workplaces Act.
Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
#LI-Remote
