Clinic Operations Supervisor

At Cascade Hospital for Animals, our Supervisors play a vital role in keeping our day-to-day operations running smoothly while providing active, direct leadership to our teams on the floor. This position hosts the unique opportunity to lead operations at our satellite location, Breton Village Animal Clinic. Working closely with the Hospital Administrator, Supervisors help strategize and execute department-specific goals, ensure processes and protocols are consistently upheld, and maintain high standards across all patient and client services. This position requires a confident, approachable leader who excels at motivating staff, mediating workplace challenges, and coaching team members.

Essential Core Supervisor Competencies

• Performance Coaching & Development: Continuously develop staff performance by providing regular feedback, coaching, and leading team training sessions on evolving industry and operational topics.
• Standards & Compliance: Ensure team alignment with CHFA standards, hospital policies, and core values. Actively oversee protocols to verify that all new operational procedures are understood and followed.
• Accountability & Management: Maintain high standards of practice across the team. Deliver constructive feedback, initiate disciplinary actions when necessary, and ensure accountability to hospital core values.
• 'Working Manager' Floor Presence: Lead by example through direct, on-the-floor engagement, including observing team workflows, filling in for team coverage where needed/able, providing real-time guidance, and ensuring hospital standards of care are consistently met.
• Proactive & Adaptive Leadership: Continuously evaluate department workflows to identify areas needing training or improvements, while remaining responsive to operational challenges as they arise.
• Administrative Alignment: Participate in weekly or biweekly check-ins with the Hospital Administrator to review departmental needs, communicate priorities, and align operational strategies. Complete administrative tasks as assigned including team member check ins, monthly scheduling and time card management.
• Cross-Supervisor Collaboration: Partner closely with peer supervisors to streamline daily operations and staff management, including joint oversight of scheduling, training programs, workflow implementation, and issue resolution.

Operational Responsibilities

Customer Service & Client Relations

• Client Engagement & Feedback: Promote a client-centered environment, maintain practice retention and acquisition strategies, and collect and report client feedback on service quality.
• Escalations & Complaint Management: Directly handle client complaints and facilitate the resolution of complex client problems that doctors or frontline staff cannot finalize.
• Financial Communication & Credit Policies: Enforce client credit policies while coaching staff on handling financial matters with clients, empowering them to find positive resolutions.

Staff Supervision & Operations

• Direct Administrative Supervision: Provide direct administrative supervision for location staff, including Associate Veterinarians on non-medical matters
• Schedule Oversight & Payroll Budgeting: Review and manage work schedules for fairness, accuracy, and alignment with required staff-to-doctor ratios and the hospital’s payroll budget.
• Operational Execution: Manage daily work assignments, actively look for opportunities to improve staffing efficiency, ensure compliance with staff job descriptions, and oversee meal/break protocols.
• Conflict Resolution & Team Morale: Mediate internal workplace disputes, maintain constructive professional relationships, and foster team motivation, culture, and morale.
• HR & Employee Matters: Partner with the management team regarding team member employment issues while maintaining strict confidentiality.
• Cash Handling Protocols: Ensure adherence to cash handling procedures, including the daily reconciliation of business transactions and completing daily deposits.
• Client & Internal Communication Standards: Oversee timely client communications (emails, phone calls, and texts) in accordance with organizational policies, and train staff on effective internal communication methods.
• Financial Oversight & Profitability: Stay informed of hospital revenue goals and current financial trends, actively brainstorming and supporting initiatives to increase profitability.
• Marketing Execution: Participate in local BVAC marketing campaigns and outreach activities designed to support practice goals.

Facility Management

• Building- Collaborate with the Maintenance Supervisor to maintain the building and facility spaces.
• IT- communicate with IT manager to ensure facility needs are addressed

Qualifications/Schedule

• Bachelor’s Degree or equivalent job-specific experience in a leadership role. Intermediate knowledge of Microsoft Office required.
• Minimum of one year managing multiple departments.
• Veterinary leadership experience is strongly preferred.
• Must possess excellent interpersonal, verbal, and written communication skills
• Strong conflict resolution skills
• This position is for Full time (38-42 hours weekly), with set working hours- typically consisting of 4, 10 hour shifts.

Please note: Every employee works for Cascade Hospital for Animals as a whole, not only for a particular supervisor or department. Accordingly, employees are expected to act in the best interest of the hospital, even if doing so requires actions or responsibilities not listed in the above job description. This job description is provided for informational purposes only and is subject to revision by management when client needs and patient-services requirements change.

Job Type: Full-time

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Experience:

• Leadership: 1 year (Preferred)
• Veterinary medicine: 1 year (Preferred)

Work Location: In person