Regional Operations Manager

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet (formerly AZPetVet). Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.​

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As a reflection of our current needs and planned growth we are very pleased to offer a new opportunity to join our dedicated Lovet team, as a Regional Operations Manager.  We are a scaling family of animal hospitals with locations in Arizona and IL, with big plans! In 1984, the first practice (Arrow Animal Hospital) opened in the Glendale area. Today, that practice has grown to a family of 24 collaborative hospitals built upon the principle of outstanding patient care and client service.

The Regional Operations Manager is responsible for the day-to-day operational oversight of multiple hospital locations. The Operations Manager works closely with local hospital leadership, doctors, and administrative departments across the enterprise in order to meet and exceed financial, operational, and cultural goals.

Supervisory Responsibilities:

• This position directly supervises hospital managers and hospital supervisor staff. The Operations Manager serves as a business partner, coach and mentor for our DVM owners, medical directors, associate veterinarians, and hospital management.

Duties/Responsibilities:

• Acts as a brand ambassador, always exhibiting the AZPV core values. Continuously coaches and pushes hospital leadership to raise the cultural bar to foster a strong workplace culture that drives productivity and retention at the hospital level.

• In collaboration with the HRBP (HR business partner), works with hospital leadership to manage staff and veterinarian performance. Partners with enterprise leaders to develop, enhance, and implement performance management programs to meet and exceed performance goals.

• Manages daily activities of hospitals using key performance metrics to ensure optimal clinical care is delivered and operating results are achieved.

• Ensures client satisfaction goals are met and exceeded through superior client service initiatives.

• Provides ongoing training on client education best practices and cost confidence.

• Analyzes operational KPIs, including but not limited to financial and budgetary data, people and culture data, and client satisfaction data to make informed decisions.

• Manages hospital operations within the region, improves profitability, cash flow and quality of patient/client services, and executes growth initiatives.

• Works with hospital leadership to ensure workforce planning and scheduling needs are met.

• Under the VP of Operations, directs the implementation of short-term and long-range plans and budgets based upon organization goals and objectives and reports all outcomes accordingly.

• With the facilities and compliance team(s), ensures all hospitals meet local, state, and federal regulatory safety and operating standards.

• Works with onsite management to optimize expense and product selection as well as inventory management.

• Evaluates general and specific business conditions as they relate to operational issues, and keeps key stakeholders fully advised on these matters.

• Participates in local marketing efforts as needed.

• In collaboration with the HRBP, identifies training opportunities onsite for team, management, and/or leadership and provides appropriate resources for implementation.

• Works with the HRBP to foster strong interpersonal relationships between leadership team, staff, and business office.

• Works with IT department to oversee the maintenance of technology equipment and infrastructure at hospitals within the region, as well as the implementation of technology training, and management of IT vendor relationships.

• Under the VP of Operations, develops, reviews and revises operational policies and procedures.

• Provides advice and counsel to department heads, leadership, and staff on updating and interpreting operational programs and policies.

• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.

• Considerable knowledge of principles and practices of healthcare operations.

• Working knowledge of state and federal labor laws and regulations.

• Ability to compose and present comprehensive reports.

• Ability to plan, organize and present training activities to diverse employee groups.

• Excellent organizational skills and attention to detail.

• Excellent time management skills with a proven ability to meet deadlines.

• Strong analytical and problem-solving skills.

• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• Bachelor's degree in Business Administration or a related is preferred.

• Must have experience in Veterinary Medicine.

• 5+ years of progressive healthcare operations management experience; multi-site experience highly preferred.