Job Description

Veterinary Hospital Manager - RAPS Animal Hospital

Position Summary

The

Veterinary Hospital Manager

oversees the daily operations of the RAPS Animal Hospital, ensuring smooth, efficient workflow, exceptional patient and client care, and a supportive staff culture. This leadership position focuses on operational excellence, financial performance, and the alignment of hospital practices with the Regional Animal Protection Society's (RAPS) mission and values.

RAPS is a registered charity that operates the RAPS Cat Sanctuary, the RAPS Adoption & Education Centre, three Thrift Stores, and the RAPS Animal Hospital. As a no-kill organization, RAPS is committed to compassionate, high-quality care for animals and to serving the community through accessible veterinary services.

Core Responsibilities

Oversee all aspects of hospital operations, ensuring effective workflow and high-quality patient and client experiences. Provide onsite leadership for the veterinary team to support excellent medical outcomes and operational performance. Supervise, hire, train, schedule, and evaluate all support staff. Maintain a positive, respectful, and collaborative workplace culture aligned with RAPS's values. Ensure staff have the tools, time, and resources to deliver exceptional care and service. Build and refine systems that improve efficiency, productivity, and profitability. Prioritize management, delegation, and communication over clinical tasks to maintain operational oversight. Support and oversee the hospital's Point Person team to ensure smooth day-to-day functioning. Duties may be reassigned by the CEO or Medical Directors as needed based on the business imperatives of the organization.

Leadership & Communication

Represent RAPS in a professional and compassionate manner at all times, both internally and externally. Maintain open, consistent communication with Medical Directors, the RAPS CEO, and the broader RAPS management team. Attend all hospital and organizational meetings (Management, Doctors, and All-Manager). Prepare and share meeting notes, board reports, performance updates, and action plans. Lead with transparency and foster constructive communication between departments. Model RAPS's values of empathy, accountability, and teamwork in all interactions.

Staff Management & Development

Schedule doctors and support staff at least three months in advance, accounting for vacations, CE, and coverage needs. Manage onboarding, evaluations, and corrective actions in collaboration with HR and Medical Directors. Foster accountability and address performance or attendance issues proactively. Support the professional growth of staff through mentoring and training opportunities. Promote collaboration between departments and empower lead staff to manage daily functions. Ensure all hospital workflows (EzyVet, Vet Radar, CoVet, treatment plans, charge capture) are consistently followed.

Client Service & Relations

Ensure all clients receive timely, compassionate, and professional service. Handle escalated client concerns and complaints with empathy and prompt resolution. Oversee all client communications from doctors, reception, and technicians. Ensure diagnostic results, treatment plans, and follow-ups are shared promptly and accurately. Implement engagement strategies such as forward booking and client retention initiatives. Approve and monitor client payment plans and charitable financial assistance cases in accordance with RAPS policy.

Financial & Operational Oversight

Track and report on revenue, hospital performance, and efficiency indicators. Review data and reports to identify opportunities to improve service quality and capture revenue. Approve raises, resource allocations, and purchases in line with financial goals and budgets. Work with leadership to evaluate and prioritize facility and equipment needs. Maintain oversight of workflow systems (EzyVet, Vet Radar, CoVet) and ensure consistent usage. Oversee inventory management, equipment maintenance, and lab quality control. Coordinate hospital procedures for RAPS Cat Sanctuary and Adoption & Education Centre animals.

HR, Compliance & Safety

Maintain accurate HR records, including staff attendance, leave, and role changes. Ensure compliance with RAPS policies, workplace safety regulations, and employment standards. Lead the Health & Safety Committee and oversee WHMIS and risk assessments. Ensure all staff follow proper sanitation, infection control, and safety protocols. Maintain compliance with controlled substance regulations and audits. Collaborate with HR to address workplace concerns or harassment issues appropriately and confidentially.

Qualifications / Requirements

Minimum 3 years of management experience preferably (but not mandatory) in a veterinary or medical environment. Proven leadership and interpersonal skills, with a focus on team culture and client service. Strong organizational, analytical, and problem-solving abilities. Experience with practice management software (EzyVet preferred). Financial literacy, with experience tracking metrics and managing budgets. Excellent communication and conflict resolution skills. Compassionate and professional demeanor consistent with RAPS's values. Veterinary industry experience preferred; human medical management experience considered. Fluent in English (written and verbal).

Judgment, Authority & Decision-Making

Works independently and collaboratively to achieve operational goals. Exercises sound judgment within established RAPS policies, procedures, and ethical guidelines. Expected to organize workflow, set priorities, and ensure accountability within the team. Uses discretion when handling sensitive or confidential information, always maintaining professionalism.

Reporting Structure

Reports directly to the RAPS CEO and Medical Directors. Works collaboratively with other organizational managers (e.g., Sanctuary, Thrift Stores, Administration). Maintains daily operational updates with Medical Directors and weekly check-ins with the CEO. Attends weekly all-manager meetings (Tuesdays) and other strategic sessions as required.

Position Details

Employment Type:

Full-time, salaried (~40 hours/week)

Schedule:

Flexible - 4x10-hour or 5x8-hour shifts; occasional evenings/weekends as needed

Salary:

$60,000 per year

Vacation:

3 weeks annually, coordinated around key operational periods

Location:

RAPS Animal Hospital, Richmond, BC
Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

Dental care Extended health care Life insurance On-site parking Paid time off Store discount Vision care
Ability to commute/relocate:

Richmond, BC V6V 1W8: reliably commute or plan to relocate before starting work (required)
Application question(s):

Driver's License
Experience:

Hospital Management: 5 years (preferred) Veterinary Clinic: 2 years (required)
Work Location: In person