NHAH Practice Manager –
Operations, Compliance & Client Relations
Works Alongside:
- Cassidy, RVT: Treatment/Kennel Practice Manager
- Soraya: Reception Practice Manager
- Erica: Payroll & Inventory Manager
POSITION OVERVIEW
Newport Harbor Animal Hospital is one of Orange County's oldest veterinary hospitals, serving the pet healthcare needs of Costa Mesa, Newport Beach, Irvine, and surrounding communities since 1947. We are a busy, fast-paced, multi-doctor practice with 9 full-time doctors and up to 49 team members dedicated to providing exceptional patient care and customer service.
We are seeking a Practice Manager – Operations, Compliance & Client Relations to join our leadership team. This position is responsible for supporting the daily operations of all hospital departments while helping ensure administrative functions, employee benefits, payroll support, safety programs, compliance requirements, client relations, and hospital policies are maintained efficiently and accurately.
This position serves as a support resource for all department managers and acts as a secondary payroll administrator while helping oversee employee onboarding, benefits administration, OSHA compliance, hospital safety programs, attendance monitoring, client relations, customer service concerns, and administrative projects. The ideal candidate is highly organized, detail-oriented, proactive, and passionate about helping veterinary teams succeed.
RESPONSIBILITIES AND DUTIES
Hospital Operations Support
- Support the daily operations of all hospital departments.
- Assist management team with implementation of hospital-wide initiatives and projects.
- Help identify operational inefficiencies and recommend solutions.
- Assist with departmental communication and follow-up on management action items.
- Coordinate special projects assigned by hospital ownership or management.
- Provide operational support to reception, treatment, kennel, and administrative departments when needed.
- Assist managers with maintaining consistency between departments and implementation of hospital policies and procedures.
- Participate in weekly management meetings and assist with follow-up and accountability of action items.
Payroll & Benefits Administration
- Serve as secondary payroll administrator and payroll backup.
- Cross-train in all payroll functions to provide coverage during vacations, leave, or emergencies.
- Review payroll reports and employee timecards for accuracy.
- Assist with attendance tracking and reporting.
- Assist with sick time, vacation, and leave tracking.
- Coordinate employee benefit enrollment and benefit changes.
- Assist employees with health insurance, dental insurance, vision insurance, retirement plans, and benefit-related questions.
- Assist with administration of the hospital's 401(k) program and employee retirement enrollment.
- Maintain employee benefit records and documentation.
- Maintain strict confidentiality regarding payroll, benefits, and employee information.
Human Resources & Employee Administration
- Coordinate employee onboarding and offboarding processes.
- Ensure completion of all required new hire paperwork and documentation.
- Maintain employee personnel files and records.
- Track employee evaluations, check-ins, performance reviews, and required documentation.
- Work with managers with employee coaching documentation and corrective action records.
- Monitor attendance concerns and communicate trends to management.
- Assist with employee recognition and engagement initiatives.
- Maintain confidentiality regarding employee and management matters.
- Assist management team with employee relations issues when appropriate.
Safety & Compliance
- Serve as hospital OSHA and workplace safety coordinator.
- Schedule, organize, and lead monthly hospital safety meetings.
- Maintain OSHA compliance records and required documentation.
- Track employee safety training and certifications.
- Conduct routine hospital safety inspections and identify areas for improvement.
- Ensure Safety Data Sheets (SDS) are maintained, organized, and accessible.
- Assist with workplace injury reporting and workers' compensation documentation.
- Coordinate workers' compensation claims and follow-up when necessary.
- Help implement and update hospital safety protocols.
- Ensure compliance with applicable employment and workplace regulations.
- Coordinate emergency preparedness plans and safety drills.
- Promote a culture of safety throughout all departments.
Training & Protocol Support
- Assist managers with onboarding and training programs.
- Track employee training completion and required certifications.
- Maintain training records and educational documentation.
- Assist management team with implementation and distribution of hospital protocols.
- Help ensure protocols are updated and communicated effectively.
- Assist managers with hospital-wide training initiatives and continuing education programs.
Client Relations & Customer Service
- Address escalated client concerns and complaints/Conflict resolution.
- Serve as a resource for staff when handling difficult client interactions.
- Investigate client complaints and work with department managers to identify solutions.
- Follow up with clients regarding service recovery and hospital concerns.
- Help maintain high standards of customer service throughout all departments.
- Monitor trends in client complaints and provide recommendations for improvement.
- Support management and reception teams in resolving client conflicts professionally and efficiently.
- Implementation of customer service training and client care initiatives along with management team.
- Promote a culture of exceptional client service throughout the hospital.
Leadership & Team Support
- Uphold and reinforce hospital core values.
- Support department managers in creating a positive workplace culture.
- Help coordinate staff meetings and management meetings.
- Promote teamwork, professionalism, accountability, and continuous improvement.
- Maintain consistency in employee expectations and accountability.
- Lead by example through professionalism, reliability, and positive communication.
EXPERIENCE REQUIREMENTS
- Minimum 3 years of supervisory, management, human resources, operations, or administrative experience.(preferred)
- Veterinary hospital experience preferred.
- Experience with payroll systems preferred.
- Experience with employee benefits administration preferred.
- Experience with OSHA compliance, workplace safety, workers' compensation, or HR administration preferred.
- Strong organizational and time management skills.
- Strong written and verbal communication skills.
- Ability to handle confidential information professionally.
- Experience with Microsoft Office, Google Workspace, spreadsheets, and practice management software.
- Familiarity with employment laws and HR best practices preferred.
PERSONAL REQUIREMENTS
- Upholds NHAH Core Values: Loyalty, Integrity, Compassion, Education, Hard Work, Reliability, Positivity, and Team Spirit.
- Professional, mature, dependable, and approachable.
- Strong attention to detail.
- Ability to multitask and prioritize effectively.
- Strong problem-solving skills.
- Works well independently and as part of a team.
- Takes initiative and follows through on projects.
- Maintains confidentiality.
- Avoids gossiping and promotes a positive workplace environment.
- Able to remain calm and professional during stressful situations.
- Enjoys working with animals and veterinary professionals in a fast-paced environment.
TECHNICAL REQUIREMENTS
- Significant experience with Microsoft Word, Excel, Outlook, Google Workspace, and other office software.
- Experience with payroll software preferred.
- Experience with AVImark preferred but not required.
- Ability to create reports, maintain records, and track data accurately.
SCHEDULE REQUIREMENTS
- Must be available to work shifts ranging between 6:45am and 7:30pm as operational needs require.
- Must be able to work shifts between 6 and 10 hours in length depending on scheduling needs.
- Must be willing to occasionally work evenings and weekends.
- After-hours availability via cell phone for urgent operational matters when necessary.
PHYSICAL REQUIREMENTS
- Must be able to lift and carry records, equipment, supplies, and animals weighing up to 40 pounds.
- Must be able to sit, stand, and walk for extended periods of time.
- May perform computer work for up to 90% of the workday.
WORK CONDITIONS
- May be exposed to unpleasant odors, noises, animal feces, and other bodily fluids.
- May be exposed to bites, scratches, and contagious diseases.
- May be exposed to radiation from hospital equipment.
- Must be able to work effectively in an environment where dogs are barking.
- May be exposed to emotionally difficult situations involving sick, injured, or euthanized animals.
PERFORMANCE EXPECTATIONS
- Payroll support duties are completed accurately and timely.
- Employee benefits administration is maintained accurately and efficiently.
- OSHA compliance documentation remains current.
- Monthly safety meetings are consistently scheduled, documented, and completed.
- Employee personnel files remain organized, complete, and up to date.
- New hire onboarding and offboarding processes are completed efficiently.
- Employee reviews, check-ins, and required documentation are tracked appropriately.
- Attendance concerns are documented and communicated appropriately.
- Client complaints are addressed professionally and resolved in a timely manner.
- Safety concerns are identified and addressed proactively.
- Administrative projects are completed on time.
- Supports all managers in maintaining an efficient, compliant, positive, and client-focused workplace.
BENEFITS
We offer a competitive benefits package as outlined in our employee handbook, which includes:
- Health Insurance Contribution
- Dental and Vision Insurance Options
- 401(k) with Employer Match
- Paid Vacation
- Paid Sick Days
- Uniform/Scrub Allowance
- Direct Deposit
- Veterinary Care Discounts
- Free Boarding Days
Pay: $29.00 - $37.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Management: 2 years (Required)
- Veterinary clinic: 1 year (Preferred)
Ability to Commute:
- Costa Mesa, CA 92627 (Required)
Work Location: In person
