Floor Manager – Lakeshore Animal Health Partners
Lakeshore Animal Health Partners is a leading veterinary specialty hospital located in Mississauga. Our hospital acts as a complete and coordinated team offering forward-thinking specialty care for your pet that closely mimics what is seen in human hospitals. Our specialists provide care to patients while being involved in teaching students and interns, offering an established comparative research platform, and coordination with other facilities (academic and human hospitals) to ensure we always remain at the cutting edge of care.
We also act as an extension of your family veterinarian and provide updates to your family’s entire care team throughout their stay in the hospital.
About the Role
The Veterinary Floor Manager (FM) is responsible for managing the Emergency Service, Critical Care Service and specialty services which include but is not limited to surgery, oncology, internal medicine, neurology, diagnostic imaging, dentistry and oral surgery. This role involves overseeing staff with direct patient and client care responsibilities in each department. The FM ensures the smooth and efficient operation of registered veterinary technicians, veterinary assistants, department liaisons and customer service representatives throughout the hospital, maintaining the highest standards of patient care and operational efficiency.
Roles and Responsibilities:
Support Staff Excellence:
- Oversee the day-to-day operations of the veterinary support team, including
hospital leads, technicians, assistants, liaisons and customer service representatives.
- Oversees payroll and scheduling for the veterinary support team and hourly DVM employees.
- Ensure optimal utilization of downtime.
- Interview, onboard new hires, and provide off boarding support as needed.
- Work with hospital leadership and participate in regularly scheduled leadership meetings.
- Address patient care issues and resolve interpersonal conflicts.
- Implement VetStrategy Policies, and Projects.
- Ensure the team has the necessary supplies and tools for veterinary support team
care excellence.
Frontline Partnership:
- Bridge gaps between all departments, unify team members.
- Collaborate with all leadership roles to establish expectations and maintain
veterinary technician and assistant excellence standards.
- Incorporate feedback from doctors to guide the veterinary support team.
- Work with hospital leads in identifying areas for process improvement.
Veterinary Support Team Education and Training:
- Foster a learning culture for veterinary technicians and assistants.
- Support the growth and development of veterinary technician and assistant team
members.
- Ensure credentialed veterinary technicians maintain licenses.
- Participate in departmental team meetings and one-on-one check-ins with support staff.
- Drive development plans and performance improvements.
- Organize student on the job training in coordination with the Hospital Director.
- Support training opportunities for new veterinary technicians and assistants.
Client and Patient Experience:
- Ensure great client service and assist with hiring and training top-notch support staff and client service representatives.
- Ensure the team leads train the support team on hospital protocols.
- Maintain consistency in client service and policy enforcement.
- Ensure technicians and assistants provide excellent service during technician appointments, discharge appointments, triage, euthanasia, etc.
- Monitor and improve client communication proficiency within the team.
Clinic Flow:
- Ensure team leads maintain flow efficiencies in the hospital.
- Anticipate and address potential schedule concerns to manage the hospital flow.
- Ensure seamless communication within the hospital.
- Maintain cleanliness and sterility in the back of the hospital.
Efficiency:
- Oversee vacation requests and break schedules ensuring policies are followed.
- Identify key areas for labour savings within each department.
- Ensure efficient operations and excellent flow on the floor.
- Train team supervisors to manage workloads effectively.
- Coordinate with the inventory and equipment manager for equipment maintenance.
Training:
- Oversee development and implementation of training plans for hospital support staff.
- Oversee technician and assistant student on-the-job training programs.
- Implement additional training programs to benefit teams and patients.
Feedback and Reviews:
- Train and coach team leads to deliver annual team reviews.
- Address conflicts or poor morale within the hospital promptly and accurately.
- Ensure the team acts in a manner supporting the hospital's culture.
- Maintain consistent and thorough communication to keep the team informed.
Reports:
- Ensure the completion and accuracy of control/narcotic logs and other reports as
required.
General:
o Provide guidance and assistance during after-hours emergencies as needed.
o Ensure seamless communication and coordination during on-call shifts to
maintain high standards of patient care and clinic operations
Evaluation:
- Client satisfaction based on complaint resolution.
- Successful implementation of new policies.
- Labour expense comparison to labor budgets in collaboration with the Hospital Director
- Human resources stability, performance management, and team development.
- Compliance with treatment room policies and protocols.
- Hiring, coaching, and releasing staff members, including technician and assistant
student placements.
- Development of team supervisors and up-and-coming leaders.
REQUIREMENTS:
- 5+ years experience in a clinical Veterinary Technician role preferred but not mandatory.
- 3+ years experience in a leadership role.
- 2+ years in Specialty hospital considered an asset.
Job Type: Full-time
Pay: $60,000.00-$80,000.00 per year
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Vision care
Flexible language requirement:
Schedule:
Work Location: In person
