Manager, Health Services and Client Experience, Veterinary Medical Centre

**Manager, Health Services and Client Experience, Veterinary Medical Centre**:
**Primary Purpose**: The Manager is responsible for direct oversight of portfolio and ensuring safety and excellence in all aspects of patient care services, within the Veterinary Medical Centre (VMC), to support the Western College of Veterinary Medicine’s (WCVM) mission of excellence in patient care, student learning and discovery.

**Nature of Work**:Reporting to the Director of Health Services and Business Operations, this position is a member of the VMC Management team who is directly responsible for ensuring exceptional client experience in the VMC as well as managing operations and strategic direction to the assigned areas of specialty. This position works closely with the leadership team in the VMC, clinicians, interns, residents, student services and strategic business advisors. The manager works closely and collaboratively with the other VMC Managers of Health Services, Finance, and Support Services. A high level of adaptability is required for critical decisions, continuous planning, balancing multiple responsibilities with competing deadlines, and leading people to uphold the values of the college.

Located at the WCVM, the VMC is a premiere 24/7 emergency referral and primary care center that provides quality care and specialized services for a wide range of animal species. The VMC admits over 18,000 cases annually, including referral cases from veterinarians across Western Canada. The environment is fast paced and dynamic, therefore the Manager must be able to balance competing priorities and projects. The incumbent will be required to deal with sensitive and emotional situations that require tact and confidentiality.

**Accountabilities**:
**Care Services**:

- Primary lead for client concerns and customer experience, including the Veterinary Social Work Program.
- Ensure compliance with accreditation standards and adherence to applicable legislation and bylaws.
- Establish and maintain evidence-based leading practice in all patient care standards.
- Serve as a resource lead to all hospital services.

**Teaching & Mentoring**:

- Collaborating closely with the Associate Dean Clinical Programs and Student Services to ensure clinical services align with 4th year teaching schedules.
- Ensuring and measuring skill development in clinical teaching, within RVT staff, for teaching DVM students and Veterinary Technology students.

**People Resources**
- Collaborate with other managers to ensure recruitment, orientation, and training of staff are complete in a thorough and timely manner.
- Manage coaching, disciplinary action, and development activities with staff to build and maintain a productive and effective team.
- Attend job fairs and other recruitment initiatives where Veterinary Technology or Animal Health Science programs are taught;
- In collaboration with other VMC Managers, manage hiring and distribution for seasonal and casual workers (DVM students).
- Advise direct reports on policy, new initiatives, and emerging challenges, with other managers.
- Participate in planning for people, resources, strategy, and sustainability.
- Collaborate with other VMC Managers for recruitment, retention, and training for volunteer services with other managers.
- Promote and nurture a culture of diversity, collegiality, and acceptance with the VMC, WCVM, and university.

**Administration**
- Manages and oversees the day-to-day operations of assigned areas
- Responsible for the monitoring of resources and management of area budget including contributing to annual budgeting processes.
- Responsible to help ensure a safe and healthy work environment, including shared responsibility for the implementation and maintenance of VMC Safety Management Programs and participate in the Occupational Health Committee.
- Collaborating with management team and University supports to ensure adherence to policies and procedures.
- Be engaged in self-development and continuous learning in areas of supervision, management and leadership.
- Promote and nurture a culture of diversity, collegiality, and acceptance with the VMC, WCVM, and university

**Qualifications**

**Education**:
A bachelor’s degree in a Health Science Discipline is preferred. Licensure as a healthcare professional is strongly preferred. Certifications and/or post graduate degrees in leadership or healthcare administration would be an asset. Clinical experience in a veterinary medical setting or health care setting would be considered an asset. Combinations of experience and education that provide a history of proven leadership will be considered.

**Experience**:Minimum five years of proven successful experience in a leadership role, preferably within the veterinary or health care field. Experience in hospital or clinic management would be considered an asset. Must have experience working in and promoting a diverse and inclusive environment.

**Skills**:

- Demonstrated aptitude