WHO WE ARE:

VEG is revolutionizing the Veterinary Emergency experience. Our mission is to help people and their pets when they need it most. Emergency is our middle name. It’s all we do, so we do it best! The way that Veterinary Emergency was meant to be is now a reality. We are reimagining every part of the process with a unique customer experience, a highly trained emergency focused staff, and on-site advanced diagnostic tools and treatments. Our patients see a doctor right away, and clients can stay with their pet through every step of the process. We literally tear down old walls to unite customers with their VEGgie heroes and to see the amazing work they do. We liberate our employees to be all they can be. We brush away systems that don’t make sense. We crush old rules. We breathe new life into the veterinary profession.

CULTURE AT VEG:

At VEG, we want people and their pets to feel safe, secure, and valued. We aim for our employees to feel the same way. We lead with our values of togetherness, openness, heroic helping, and meaningful moments. We are actively evolving to ensure that VEG is not only the best and brightest place to work today, but also a leader in how we think about elevating our employees to grow along with us. For our customers and their pets, we find a way to say, “Yes”. We do the same for our employees.

THE ROLE:

The mission of an Clinical Staff Manager (CSM) is to ensure their VEG hospital has an effective support staff team who provide excellent patient care and embody the VEG way. CSMs  provide their VEGgies with equitable support, tools, resources, and autonomy necessary to create an environment of high medical quality and care so that VEG is the best hospital for emergency professionals who will brag about their jobs and make their friends jealous. CSMs collaborate with their local and regional leadership teams to build relationships between all departments and work together to implement VEG wide initiatives and achieve the hospitals’ goals.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES:

People Empowerment and Development:

Recruitment

• Directly responsible for interviewing, hiring and training a diverse group of new VEG Credentialed Veterinary Technicians and Veterinary Assistants in partnership with the other leadership team members, particularly the Medical Director and Regional Support Staff Director


• Leads onboarding experience for new support staff team members in partnership with Onboarding and Hospital Manager

Leadership and Development

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  • Directly oversee support staff team and engage as an active and present leader across the hospital with all teams and all shifts
  
  
  • Foster a learning culture to support learners at every level
  
  
  • Responsible for educating the veterinary support staff team through formal education track and informal coaching by utilizing Technician Trainers and other training tools
  
  
  • Serve as the initial point of contact for support staff concerns and seeks assistance from the hospital leadership as needed
  
  
  • Address interpersonal conflicts in the moment that arise on shift, ensuring that interpersonal conflicts are not affecting workflow or patient care
  
  
  • Liaise with the leadership to bridge gaps and unify team members
  
  
  • Incorporates feedback from doctors in guiding the growth and development of support staff team members
  
  
  • Lead the team of Shift Leads to identify areas for process improvements and present solutions in coordination with the Medical Director and Technician Trainer
  
  
  • Participate in all group and leadership meetings to promote practice alignment
  
  
  • Promote a culture of inclusivity and equitable treatment ensuring an environment free of discrimination and harassment for all VEGgies and customers. Promote awareness and proactively managing unconscious bias.
  
  
  
  

Maintain hospital people processes

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  • Recruiting (interview cadence, candidate feedback) - in coordination with Talent Partner 
  
  
  • Onboarding activities, including maintaining contact with VEGgies pre-hire and creating a great first day/week/month experience (templated timelines, content and schedules) - in coordination with People Coordinator
  
  
  • Training and Development (customized plans, documentation, resources)- all credentialed veterinary technician growth plans and development meetings in coordination with Medical Director and Technician Trainer
  
  
  • HR Operations (complete bi-weekly payroll, complete I9s within 3 days, benefit enrollments, responsibly navigate leave programs and accommodations) - in coordination with Hospital Manager and People Partner
  
  
  • Performance Management (meeting cadence, documentation, succession planning, accountability) in coordination with Hospital Manager and People Partner  
  
  
  • May be involved in ending employment of a support staff team member, but works with hospital leadership at every step
  
  
  
  

Product:

Customer Experience 

• Partner with hospital leadership on workflow, the Spikes, the VEG Triage and the three dimensions of customer experience


• Assist with immediate customer concerns professionally and to the customers satisfaction and follow up with leadership for long term solution


• May assist with customer concerns related as requested by Hospital Manager

Process:

Develop and maintain key business processes related to: 

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  • Develop and maintain the support staff team’s schedule and leave requests
  
  
  • Organize student interns and externships in coordination with Veterinary Technician Program Relations Manager and Technician Trainer
  
  
  • With the Medical Director, establishes expectations and maintain standards of excellence
  
  
  • Work with the leadership team, including the Medical Director, to ensure the support staff team has the supplies and tools needed to be successful
  
  
  • Work with leadership team and the Technician Trainer to address patient care issues and develop solutions
  
  
  • Ensure best utilization of support staff team which is needed to offer the best patient and customer care in coordination with the Medical Director and Regional Support Staff Director
  
  
  • Work with Technician Trainer and Regional Support Staff Director to ensure credentialed veterinary technicians maintain licenses
  
  
  • Ensure efficient workflow of the hospital in collaboration with the leadership team
  
  
  • Ensures downtime is optimized by the support staff team
  
  
  • Host support staff team meetings
  
  
  
  

Performance of Hospital:

• Support the hospital manager in addressing staffing payroll and compensation decisions


• Ensure support staff payroll budgets stay within goals


• Develop a growth plan for maximizing financial investment


• Stay in tune with how the support staff team members are utilized on the floor, create a plan to pivot where appropriate


• Approve individual expenses of support staff staff, with budgetary oversight from Hospital Manager

WHAT YOU NEED:

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  • 5+ years of experience in clinical veterinary technician role
  
  
  • 2+ years of experience in a leadership role
  
  
  • Must be enrolled in a Credentialing Support Program (CSP) and able to become a Credentialed Veterinary Technician for the state in which you will work within one year of employment. If unable to complete a credentialing program or pass the VTNE within one year, will not be able to remain in the position.
  
  
  • Flexibility to work 5 days per week, to include weekends and holidays as part of a rotating schedule
  
  
  • Must be willing to work in a noisy environment with strong or unpleasant odors
  
  
  • Constantly works to develop their own leadership skills
  
  
  • Flexibility to attend regional, national or local leadership and support staff meetings as required
  
  
  • Ability to work well in a fast-paced environment with people from all backgrounds and different personality types
  
  
  
  

OTHER DUTIES:

Responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of VEG, with or without notice.

A SAFE PLACE FOR ALL:

At VEG, our mission is “Helping people and their pets when they need it most.” Customers from all walks of life and backgrounds come through our doors and trust that they are in a safe environment. While at VEG, they are able to be themselves and only worry about the care of their pets. This doesn’t just go for our customers but our VEGgies (employees) too. We are committed to fostering an inclusive environment that embraces and celebrates  the uniqueness of every individual, regardless of their race, ethnicity, gender, sexual orientation, religion, age, ability, or socioeconomic background. We’re looking for people who don’t just believe in diversity, equity, and inclusion but are committed to demonstrating DEI through promoting a culture of inclusivity.