Practice Manager - Bloor West, Toronto

Our mission is to build the next generation of animal care for the modern world. By leveraging technology and design, we are reimagining the animal care experience for pets, pet parents, and care providers from the ground up. With the consumer and pet at the heart of everything we do, we seek to rebuild the way veterinary medicine is delivered and disrupt a traditional industry across every customer touchpoint and interaction.

We are looking for a Practice Manager to join our in-clinic team. Reporting to our Clinic Operations Lead, this key role will be responsible for ensuring the clinic is operating optimally across all people, functions, care and member experience. This leader will also work closely with the in-clinic Lead Doctor of Veterinary Medicine to ensure maximum collaboration and cohesiveness across all functions of the clinic. This will be achieved by a focus on people to ensure the clinic has the right people in the right roles; development and fostering of skills that will support in building a dynamic and effective team as well as a pipeline of talent; scheduling and team member deployment to ensure the clinic runs efficiently in accordance with the operational optimization strategy put in place by Clinic Operations.

The leader in this role will work towards building an exceptional care team, have excellent communication skills, ensure accountability, instill trust and build relationships, develop their team, and thrive in a cross-functional environment.

In this role, we are looking for a leader who is passionate about pets and the people who love them, and someone who is excited about coaching and mentoring a team to help us bring our mission to life as we grow.

What You'll Do

• Lead and participate in activities that support the well-being of the in-clinic team to ensure the health and wellness of the team is always top of mind
• Empowering the clinic team to deliver an exceptional member experience
• Aid in conflict resolution among team members and members, collaborating with People Operations as needed
• Be a leader in implementation of the Juno Brand Tenets to ensure the team has maximum job love and supports one another to be better
• Manage the individual performance of team members and ensure accountability with respect to work quality, member satisfaction, teamwork, patient care, and embodying the ‘Juno Way’
• Participate in the utilization of innovative technology and the evaluation of platforms and technology by providing frequent, productive feedback
• Represent for your team to ensure that they feel heard and their perspective is visible during leadership discussions
• Lead a team of passionate and diverse individuals
• Create and manage clinic schedules, including DVMs, based on labor operating plan by appointment flow and ensuring clinic utilization by solving for future staffing gaps or development/skill gaps
• Ensure inventory supply levels and resources allow team to function at optimal capacity
• Manage of relief coverage as needed
• Ensure member escalations are addressed personally or routed to appropriate parties for prompt resolution
• Approve and monitor timesheets for payroll
• Foster an environment of continuous learning, improvement and excellence
• Build effective teams, from the recruitment process through to onboarding and identifying top talent while ensuring an appropriate mix of skills, perspectives, and experience
• Own the appointment schedule, dedicating adequate time to strategic planning and maximizing productivity, ensuring that appointment flow is seamless and maximized from day to day
• Identify development opportunities for the clinic team, providing regular feedback and being accountable to support ongoing growth and skill development resulting in productive clinic operations, placing optimal skill sets across workflows in the clinic
• Collaborate with the clinic team to create a regular cadence of communication, meetings and ensuring the in-clinic Leads are provided opportunities to present and connect with their peers

You Have

• A collaborative go-getter attitude who is willing to roll-up your sleeves and be hands-on
• High emotional intelligence and a leader when it comes to being adaptable and flexible to the needs of the team, members and business
• The skill set to establish open dialogue, feedback and collaboration among the team
• 3+ years of leadership role experience with a passion for people leadership
• The ability to create trust among team members and gain confidence of others through connection, integrity, and authenticity
• Previous veterinary experience strongly preferred
• Managerial courage and the ability to do the hard things first when it comes to supporting what’s best for the team
• The ability to create a sense of belonging and strong team morale
• Exceptional communication skills both verbal and written
• Experience in managing labor plans and budgets and the ability to problem solve efficiently & effectively

Our Promise To You

• An opportunity to make a positive impact for those around you
• A collaborative team who has your back and will welcome you as part of the pack
• Full and comprehensive benefits package including access to mental health support, continuing education, and mentorship opportunities
• Time for you and your loved ones: great PTO, paid parental leave, discounted Juno Vet services for pets

The role of Practice Manager at Juno may require evening and weekend work, in addition to managing direct reports as well as working closely with the Team Leads working with members who may be experiencing emotional distress and/or frustration, as well as managing challenging members and patients. This position will be based in our clinic with occasional travel required locally for training and cross functional meetings with our Clinic Support Centre team.

We’re looking for people who are not just team players, but also leaders. If you’ve made it this far, you’re probably looking for something different than what’s already out there. So were we — let’s meet.

Juno Veterinary is committed to providing an equal employment opportunity for all candidates and employees. Our goal is to be inclusive, diverse, and representative of the communities where we work while creating an environment where every person can enjoy a positive and successful career. This commitment applies to all candidates and employees regardless of race, ethnicity, citizenship, creed, place of origin, religion, sex, gender identity, gender expression, sexual orientation, family status, marital status, disability, age, and any other protected characteristic.

Requests for accommodation due to a disability or any other protected characteristic can be made at any stage of the recruitment process and throughout employment by contacting our People Operations team. If you have feedback on how to make our recruiting process more equitable or accessible, please let us know!