Regional Operations Director - Spokane, WA

VCA Animal Hospitals has a unique leadership and business management opportunity for a Regional Operations Director (ROD) in the Northwest Region!

As the Regional Operations Director (ROD), you will be responsible for overseeing the business aspects of hospital operations and supporting a sound medical environment within an assigned region as directed by the Group Vice President (GVP). You will perform a wide range of activities related to hospital operations, including the management of finances and accounting, customer service, marketing, staffing, and human resources, often achieved through a team. You will be an integral part of a leadership team that includes the Group Vice President, a Senior ROD/RVP (in some cases), a Regional Medical Director (RMD), Area Medical Director (AMD) and a Regional Technician Director (RTD). This leadership team has full responsibility for all operations, medical standards, hiring, and cultivating an engaging culture within the region.

The ideal candidate will be based in Spokane Washington or Northern Idaho. This is a remote position, and it requires up to 65% travel.

Responsibilities:

• Client Service Management: Ensure VCA’s standards of quality medical practice and customer service are followed in all hospitals. Improve workflow and staff efficiency, review hospital hours and doctor appointment availability, create and maintain hospital environments dedicated to client/patient satisfaction, and handle non-medical client complaints.

• Operations Team Training: Develop strong relationships with Medical Directors and Hospital Managers. Inspire an “owner mentality” to implement programs that support the broad business strategy and hospital results and assist with the training of Medical Directors and Hospital Managers in customer service skills, business operations, and effective staff meetings.

• Human Resources: Cultivate a healthy culture and manage performance to foster staff morale, engagement, and retention, ensuring compliance with federal and state employment laws and regulations. Conduct performance reviews and terminations of Hospital Managers/Office Managers and Medical Directors. Support Hospital Managers to hire doctors for the region’s hospitals, train, educate, develop, and promote hospital management and paraprofessional staff.

• Hospital Production Management: Drive hospital revenue growth, evaluate service and product fees, audit hospital production for accuracy, implement price increases, and manage discount policies and invoice audits.

• Hospital Financial Management: Ensure VCA standards of cash control are followed, evaluate auditing and reporting methods, utilize hospital financial and quality care reports to drive performance, monitor expenditures and payroll, and review inventory and training staff on leveraging purchases.

• Marketing Management: Work with the local Marketing Manager to keep hospital marketing current, …