Market Owner - Phoenix, United States - Veterinary Emergency Group (VEG)

Veterinary Emergency Group (VEG)
Veterinary Emergency Group (VEG)
Verified Company
Phoenix, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

WHO WE ARE
Veterinary Emergency Group (VEG) is a rapidly growing emergency company with hospital locations across the United States. Our mission is helping people and their pets when they need it most. We are revolutionizing emergency medicine with a "customer first" mentality and a true, employee-centric work environment.


TALENT + CULTURE AT VEG


At VEG, we want people and their pets to feel safe, secure, and valued; we want our employees to feel the same way.

What we're aiming to achieve on the customer side is equivalent in nature to what we want for our employees:
to have the best experience possible.

With the highest NPS score in our industry, we're ready to ensure that VEG remains the place where the best and brightest in the emergency world not only want to work, but stay and grow.

For our customers and their pets, we strive to find a way to say, "yes." We do the same and more for our teams.

In fact, VEG is one of this year's nominees for INC Magazine's Best Places to Work


FOCUS:

Your mission as a VEG market owner is: running VEGs in your market the VEG way. Said differently, you are the owner of everything that happens in your VEG hospitals and within your market. A market will consist of at least two hospitals in one geographical area.

At your hospitals the buck stops with you. Hospital leaders report to you, including Medical Directors and Hospital Managers.

While hospital leaders manage their functions within their individual hospitals, you are responsible and accountable for the growth and success of all hospitals in your market and all VEGgies in your hospitals.


As a market owner, you're also responsible for ensuring that your customers are central to everything your hospitals do, and that they're treated the VEG way.

You're passionate about building and protecting VEG's brand in your market and ensuring that rDVMs are confident when sending their customers to your hospitals when they need us most.

You utilize all the experts at VEG across every department to bring the best resources to your VEG hospitals in your market.


WHAT YOU CAN EXPECT TO DO:
To run VEG hospitals the VEG way, you will need to oversee a number of areas within your market:


  • The customer experience at your VEGs:Customers in your community know VEG as the obvious place to take their pets when they are having an emergency. You notice every detail of the customer experience at your hospitals and ensure customers are treated the VEG way.
  • Observe and analyze customers and teams engaging on the floor
  • Speak with customers during and after their visits to understand their experience
  • Monitor that hospital teams' (VEGgies) focus on our revolutionary methods of care. We call these our spikes
  • Obsess over customer surveys and reviews
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VEGs' reputation with referring vets:You know all the vet practices in your market. You know which vets use VEG exclusively and which don't yet. You make sure the vets in your market choose VEG as the obvious place to refer their patients.

  • Meet up constantly with referring vets to see how things are going and understand their needs
  • Empower your medical director to get more referring vets signed up
  • Gather and share best practices about referring vet partnerships
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The operational excellence at your VEGs:Your VEGs have efficient operational processes. Your VEGgies feel confident with their systems and processes such as staffing and inventory procedures. You partner with functions across the company and oversee implementations from headquarters (VEGquarters) into your hospitals.

  • Empower your hospital manager to manage systems such as staffing and inventory
  • Work with HR, technology, legal, and other teams to ensure best practices are being followed
  • Make sure your facilities are looking good
  • Make sure your equipment and systems are always working
  • Lead the way on training and implementation initiatives, and follow up to ensure adoption
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The clinical excellence at your VEGs:You work to understand all the factors involved in the medical and nursing care of patients. You are an advocate for all your clinicians including nurses and doctors. You make sure they are getting the education they need to grow in confidence and competence. You make sure there is monitoring and oversight of the quality of the clinical care in your VEGs. You ask your regional nursing and medical directors to train your clinicians proactively and to coach them when they need help.

  • Partner with medical teams to ensure clinical coaching is part of the regular workflow
  • Empower your medical director to manage processes like medical record reviews
  • Keep a pulse on medical quality and training needs
  • Celebrate and encourage advanced skills utilization
  • Pursue relationship opportunities with specialty hospitals in your market
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The financial performance of your market: You own your market's P&L. If there are any fluctuations in your numbers you understand the root causes. You
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