Office Manager Hawthorne Quality Pet Care (Lawndale, CA) We are seeking a dedicated Office Manager to join our leadership team at Hawthorne Quality Pet Care, a privately owned veterinary practice committed to exceptional patient care and client satisfaction. This position is a cornerstone of our clinic's operations, ensuring compliance, managing staff, overseeing daily workflow, and supporting our mission to serve our community's pets and the people who love them. This role requires a hands-on leader who understands every aspect of clinic operations, from client relations to compliance, and who thrives in an environment where no two days are the same. Key Responsibilities Leadership & Staff Management • Lead and mentor the clinic team in all daily tasks (morning, afternoon, evening), collaborating with the Operations Manager to refine workflows and position-related responsibilities. • Personally train staff rather than delegating to outside vendors, ensuring consistent quality and adherence to best practices. • Manage staff scheduling to minimize overtime, ensure proper meal breaks, and allow early departures during slow periods. • Build team morale, maintain updated SOPs and position binders, and create a positive, collaborative work environment. • Drive clinic initiatives such as marketing campaigns, promotions, and policy implementation. • Partner with the Doctor on purchasing decisions, process improvements, and new ideas. Operations & Clinic Flow • Set measurable goals for clinic performance based on historical data and our mission/vision (e.g., appointment flow, dental frequency, average transaction value). • Design strategies to achieve these goals, such as improving service bundles or training assistants on client care plan presentations. • Monitor and maintain patient flow, stepping in when bottlenecks arise, whether in rooming clients or assisting directly with veterinary assistant duties. • Support the Doctor with accurate service quotes, especially for complex surgeries or extended hospitalizations. • Create and implement SOPs for team efficiency (e.g., pharmacy workflows, CSR client engagement training, EMR best practices). Client Relations • Uphold our philosophy of working with clients to provide care they might not otherwise access, balancing compassion with financial responsibility. • Resolve client concerns when escalation beyond staff or the doctor is needed. • Manage financial discussions, including payment arrangements, CareCredit, ScratchPay, and delinquent accounts. • Maintain the facility's cleanliness and visual appeal for both clients and staff. Human Resources • Collaborate with the HR Manager and the Doctor on hiring, performance evaluations, promotions, disciplinary actions, and terminations. • Mediate staff disputes and maintain a respectful, productive work environment. • Develop and enforce company policies regarding breaks, cell phone use, dress code, professional conduct, and task completion during slower times. Qualifications • Passion for helping people and their pets. • Minimum 3 years of veterinary clinic experience. • Minimum 1 year of leadership or management experience. • Proficient in veterinary software (Shepherd preferred) and adaptable to new systems. • Highly organized, detail-oriented, and disciplined with strong time management skills. • Punctual, with an awareness of clinic flow and the ability to keep operations on track. • High school diploma or G.E.D. required; Associate's or Bachelor's degree preferred. • Strong soft skills: negotiation, emotional intelligence, patience, and problem-solving. Position Details • Job Type: Full-time • Schedule: • Clinic open SundayWednesday; Thursdays reserved for administrative duties. • Must be available every Sunday (except scheduled PTO), non-negotiable. • Location: On-site, working from the CM office in the treatment area for daily team engagement (private office available for meetings). Benefits • Employee discount • Supplemental insurance options • Uniform allowance • Paid time off • Bonus structure If you are a motivated, detail-oriented leader ready to help guide our clinic to continued success, we'd love to meet you.