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VCA Office Manager in Syracuse, New York

Company Info: VCA Animal Hospitals operates more than 1,000 small animal veterinary hospitals in the U.S., Canada and Japan. The hospitals are staffed by more than 4,500 fully qualified, dedicated and compassionate veterinarians to give pets the very best in medical care, of which over 600 are board certified specialists who are experts in areas such as oncology, cardiology, emergency and critical care, and surgery for animals. VCA Animal Hospitals provides a full range of general practice services to keep pets well and specialized treatments when pets are ill. As part of the Mars Veterinary Health family of brands, VCA is committed to its purpose—A BETTER WORLD FOR PETS®.

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The Office Manager performs a wide range of difficult to complex administrative activities related to hospitals providing exceptional patient care and customer service, management of daily finances and transactions, marketing and promotion of services and promotions, staffing and human resources for the Client Care Representative Team, and discretionary activities that serve to support effective business operations.

Knowledge, Skills, and Abilities:

*Customer Service

*Daily financial reconciliation

*Good communication skills - both written and oral, goal oriented

*Ability to plan, organize and effectively present ideas and concepts

*Ability to take information from clients, staff, other sources, discern that which is credible and assess the hospital and its operation objectively.

*Must be able to handle multiple tasks at once, and deal with high levels of stress in an environment of changing priorities

Education & Experience:

*High school diploma

*Minimum 2 years experience in a veterinary medical care facility

*knowledge of sales and marketing techniques

*human resource skills

*training and client relations experience

*thorough knowledge of the veterinary profession

Duties (list may be revised at any time and additional duties not listed here may be assigned as needed):

*Client Care Representative Management

*Client Management

*Office Management

*Production Management

*Records Management

*Financial Management

*Communication with staff and clients, including handling client inquiries and complaints


Staff Management - CCR

*Assist in hiring process

*Assist in staff performance reviews

*Disciplinary action


*Training, education, developing of staff

*Scheduling CCR staff

*Assign daily duties to each staff member

*Supervise staff to assure each job is being effectively handled

*Employee policy enforcement

*Employee relations and communications

*Time punch management and authorization

*Manage time off requests

*Organize and conduct regular staff meetings

*Monitor employee competence and effectiveness

Client Management

*Over see training of all CCR staff in accordance to the principals of the VCA and FAH mission statements.

*Oversee client flow to insure clients and patients are being seen and treated in a professional, timely manner

*Responsible for administration and review of non-medical complaints

*Oversee call back system including overdue reminder calls

*Manage client receivables - statements and calls for payment

*Oversee billing, calculation of any discounts and other special accounts

Office Management:

*Modify and update systems and procedures wherever needed to better serve clients, patients, the practice, and employees

*Prepare packets of information to be sent to corporate office

*Verify receipt of supplies, mark invoices and packing slips received and forward invoices to corporate

*Sort and process daily mail

*Assign and/or perform daily register and credit card reconciliation - close day register by 6pm, prepare register for urgent care. Follow-up next morning to make sure UC transactions were done correctly

*Fill out daily deposit slip, bank bag, transaction envelope

*Make sure bank deposits are made

Production Management:

*Meet with Medical Director, Hospital Manager, Regional Managers regularly to discuss, evaluate and plan for the welfare of the practice.

*Motivate CCR staff

*Check transactions for accuracy and missed services through regular daily audit reports in woofWare

Records Management:

*Oversee that records are kept up to date. This includes client records with correct names, addresses, pets, charges, medical history, vaccine status, medications administered, laboratory reports, etc

Financial Management

*Monitor cost of purchasing so the practice operates within budget.

*Monitor CCR staff scheduling so the practice operates within budget

*Oversee petty cash control and other accounting functions established

*Review charge capture reports daily to assure all charges have been captured

*Responsible for cash control in hospital

*Review accounts receivable to confirm proper and timely process

Marketing Management

*Understand, participate and support planned marketing events and programs

*Ensure that hospital staff utilizes the VCA marketing tools and materials

*Ensure hospital staff follows instructions for implementing authorized marketing discounts in the computer system

*Responsible for tracking and accurately reporting of marketing results


*Organize and attend monthly leader, department, team meetings

*Organize monthly staff meeting agenda in conjunction with hospital management team and VCA guidelines


*Read and respond to all communication in a timely manner

*Ensure that VCA policies, guidelines, and recommendations are quickly communicated to hospital staff and adequate training follows

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

VCA began in 1986 as a privately owned company with one animal hospital. Today, we are the largest family of animal care providers nationwide. Despite unprecedented growth, VCA has never abandoned its devotion to compassionate, comprehensive pet care. Take a look at our open positions throughout the U.S. and Canada! We’re always looking for top notch talent to join the VCA family!