Office Manager

Job Description:

Office Manager Hawthorne Quality Pet Care (Lawndale, CA)

We are seeking a dedicated Office Manager to join our leadership team at Hawthorne Quality Pet Care, a privately owned veterinary practice committed to exceptional patient care and client satisfaction. This position is a cornerstone of our clinic's operations, ensuring compliance, managing staff, overseeing daily workflow, and supporting our mission to serve our community's pets and the people who love them.

This role requires a hands-on leader who understands every aspect of clinic operations, from client relations to compliance, and who thrives in an environment where no two days are the same.

Key Responsibilities
Leadership & Staff Management

• Lead and mentor the clinic team in all daily tasks (morning, afternoon, evening), collaborating with the Operations Manager to refine workflows and position-related responsibilities.
• Personally train staff rather than delegating to outside vendors, ensuring consistent quality and adherence to best practices.
• Manage staff scheduling to minimize overtime, ensure proper meal breaks, and allow early departures during slow periods.
• Build team morale, maintain updated SOPs and position binders, and create a positive, collaborative work environment.
• Drive clinic initiatives such as marketing campaigns, promotions, and policy implementation.
• Partner with the Doctor on purchasing decisions, process improvements, and new ideas.

Operations & Clinic Flow

• Set measurable goals for clinic performance based on historical data and our mission/vision (e.g., appointment flow, dental frequency, average transaction value).
• Design strategies to achieve these goals, such as improving service bundles or training assistants on client care plan presentations.
• Monitor and maintain patient flow, stepping in when bottlenecks arise, whether in rooming clients or assisting directly with veterinary assistant duties.
• Support the Doctor with accurate service quotes, especially for complex surgeries or extended hospitalizations.
• Create and implement SOPs for team efficiency (e.g., pharmacy workflows, CSR client engagement training, EMR best practices).

Client Relations

• Uphold our philosophy of working with clients to provide care they might not otherwise access, balancing compassion with financial responsibility.
• Resolve client concerns when escalation beyond staff or the doctor is needed.
• Manage financial discussions, including payment arrangements, CareCredit, ScratchPay, and delinquent accounts.
• Maintain the facility's cleanliness and visual appeal for both clients and staff.

Human Resources

• Collaborate with the HR Manager and the Doctor on hiring, performance evaluations, promotions, disciplinary actions, and terminations.
• Mediate staff disputes and maintain a respectful, productive work environment.
• Develop and enforce company policies regarding breaks, cell phone use, dress code, professional conduct, and task completion during slower times.

Qualifications

• Passion for helping people and their pets.
• Minimum 3 years of veterinary clinic experience.
• Minimum 1 year of leadership or management experience.
• Proficient in veterinary software (Shepherd preferred) and adaptable to new systems.
• Highly organized, detail-oriented, and disciplined with strong time management skills.
• Punctual, with an awareness of clinic flow and the ability to keep operations on track.
• High school diploma or G.E.D. required; Associate's or Bachelor's degree preferred.
• Strong soft skills: negotiation, emotional intelligence, patience, and problem-solving.

Position Details

• Job Type: Full-time
• Schedule:
  
  • Clinic open SundayWednesday; Thursdays reserved for administrative duties.
  • Must be available every Sunday (except scheduled PTO), non-negotiable.
• Location: On-site, working from the CM office in the treatment area for daily team engagement (private office available for meetings).

Benefits

• Employee discount
• Supplemental insurance options
• Uniform allowance
• Paid time off
• Bonus structure

If you are a motivated, detail-oriented leader ready to help guide our clinic to continued success, we'd love to meet you.

Required Skills:
• Management Skills
• Philosophy
• Operations
• Intelligence
• Client Relations
• Compliance
• Emotional Intelligence
• Pharmacy
• Overtime
• Options
• Escalation
• Hiring
• Soft Skills
• Purchasing
• Campaigns
• Insurance
• Human Resources
• Presentations
• Negotiation
• Vendors
• Scheduling
• Software
• Time Management
• Design
• Marketing
• Leadership
• Training
• Management