Patient Care Manager

Schedule: Monday - Friday; 9AM - 6PM ET

Classification: Full Time - Exempt

Travel Required: Yes - 2% (1-4 in-person meetings per year)

Location: Remote

Salary: $70,000

Lap of Love is a national practice dedicated exclusively to in-home end-of-life care for pets. We believe all pets and their families deserve the most compassionate and supportive end-of-life experience. Our veterinarians help pets and their parents with quality of life assessments, pain and anxiety management, end-of-life consultations, and peaceful euthanasia in the comfort of their pet’s favorite place – home.

Position Description

Lap of Love Veterinary Hospice, headquartered in Lutz, FL., seeks to add a key member to its growing team by employing a dynamic Patient Care Manager to support Lap of Love’s Practice Operations department. This individual will play an instrumental role in Lap of Love’s day-to-day operations by overseeing our active hospice patients and aftercare services, ensuring consistent quality care is offered to our families and to our veterinary associates. This individual’s veterinary practice management skills will offer insight on elevating our end of life care services, and their leadership skills draw upon their abilities to develop the hospice care team while fostering an engaging and collaborative environment. This role will be pivotal in shaping our hospice service and patient care team via a servant leadership style.

Requirements

Essential Functions and Responsibilities:

• Become extremely knowledgeable about veterinary hospice care, crematory relationships and veterinary operations as related to our veterinarians and pet owners
• Establish collaborative working relationships with our patient care team
• Resolve patient care issues while considering the impact of our stakeholders
• Approve patient care team schedules and territories to ensure optimal coverage for our families while balancing the needs of our organization
• Communicate interdepartmentally to support our team with timely information
• Offer exceptional people management and performance evaluations, including hiring, reviews, probations, employment changes and terminations
• Collaborate on escalated client concerns or questions
• Manage patient care team caseload, responsibilities and growth
• Identify opportunities and trends and share results with the executive team
• Report, audit and research on vendor and crematory relationships related to patient care services 

Experience, Education and Requirements: 

• Bachelor’s degree, or equivalent experience in management and administrative processes, required
• Certification in veterinary care - CVT, LVT, RVT or equivalent required
• Certified Veterinary Practice Manager (CVPM) preferred
• At least 3 years of related experience in veterinary profession, specifically in end of life care, including direct supervisory experience (includes hiring, associate development, etc.) required
• Strong organizational skills with high attention to detail
• Excellent customer service skills with a passion to help others in every way possible
• Strong and professional interpersonal skills
• Display compassion, control, and confidence in all aspects of the position
• Top notch oral and written communication skills
• Self-starter with excellent follow-up skills
• Ability to effectively lead others and handle a wide variety of tasks/ responsibilities
• Excellent project management and multitasking abilities
• Ability to work in a fast-paced, rapidly changing environment
• Extremely confident with Microsoft Office 365 (Word, Excel, PowerPoint, and SharePoint)

Physical and Other Job Requirements:

• Able to sit for prolonged periods of time of up to 8 hours per day
• Able to frequently communicate by telephone and through use of computer technologies, including but not limited to email and video conferencing
• Possess manual dexterity, fine motor skills, and the ability to operate a computer, read a computer screen and type on a keyboard for prolonged periods of time of up to 8 hours per day
• Able to multitask using multiple computer tabs/platforms while engaging in conversation
• Average or above average working knowledge of computers, email, video conferencing technologies, and digital medical records
• Able to quickly learn custom software and other programs, such as Zoom, Sunshine, and Google Suite
• Average or above average working knowledge of the internet and scheduling and communications applications and software, such as Gmail, Google Calendar, and web-based communication platforms
• Access to reliable and secure internet
• Maintain confidentiality of all patient, client, and business information
• Comply with all applicable laws, regulations, policies, procedures, and guidelines

This job posting is not intended to be an exhaustive list of duties, but it aims to highlight the typical main responsibilities of the position. At the request of their supervisor, this individual may be asked to perform additional duties or take on additional responsibilities to better meet the needs of their department.

Benefits

• Health Insurance Plan (Medical) with 100% employee paid HSA option available
• Dental and Vision Plans
• Retirement Plan (Traditional 401k with 3% match and Roth 401k)
• Paid Time Off
• Bereavement Leave
• Paid Parental Leave
• Company Funded Wellness Resources (Mental, Financial, and Physical)
• Life Insurance (Basic, Voluntary, and AD&D)
• Short Term and Long Term Disability Insurance
• Training & Development
• Pet Insurance