Sr. Director of Clinical Operations & Partner Success

The Sr. Director of Clinical Operations & Partner Support is the clinical and medical operations counterpart to the Sr. Director of Business & Partner Success. This medical leader is responsible for guiding new and existing hospitals in multi-site de novo shared-ownership veterinary specialty referral & emergency hospitals.

Development of Owner Veterinarians (OV’s) as leaders and business partners beyond their clinical responsibilities is essential for the success of this role.

Responsibilities include overseeing clinical readiness for new hospital openings, supporting OV leadership and business acumen development, ensuring excellence in medical quality and maintaining strong clinical performance across all hospitals, maximizing efficiency and service through the Care Navigation function and monitoring reputation and connection to the referring community and partnering with established and growing Home Office support functions

The Sr. Director of Clinical Operations & Partner Support (Sr Med Dir) is paired with the Sr. Director of Business & Partner Success (Sr Biz Dir).

Through their respective responsibilities they co-own:

·         Financial KPI’s

·         Medical Quality & Operational Excellence KPI’s

·         Client experience, People & Culture KPI’s

·         Owner-Partner Development KPI’s

Through their respective responsibilities they co-lead:

·         New hospital openings

·         Integration into the system

·         Success of the Care Navigation function

·         Development of Owner Veterinarians

·         Growth and hospital expansion

·         Strategic execution of brand-wide systems and processes

RESPONSIBILITIES & DUTIES

1. Clinical Development & Site Launch

·         Expeditiously lead the collaboration with OV’s on the new hospital design to maximize floorplans and equipment selection suitable to opening and with a vision toward future growth.

·         Build clinical staffing plans and partner with recruiting to hire owner veterinarians, specialists, and ER doctors. Support the local hiring process for technicians.

·         Oversee clinical onboarding, protocols, medical workflows, and standards of care including hospital rounds prior to opening.

·         Ensure hospitals open with fully trained medical teams, operational clinical systems and scheduling to meet the needs of the referring community.

2. Medical Quality & Operational Excellence

·         Oversee implementation of Care Navigation function into clinical service workflows for maximum efficiency and service for the pet owners and referring community.

·         Establish, maintain, and continuously improve medical quality benchmarks.

·         Ensure protocols, safety standards, infection control, and patient care workflows are executed consistently.

·         Provide direct coaching to owner veterinarians and associate doctors.

·         Serve as escalation point for complex medical or client-care challenges.

3. Integration & System Alignment

• Ensure new hospitals integrate smoothly into the company’s culture of collaboration including partnerships with home office functions and use of the ticket system.
• Help establish Medical Operations meetings, peer review processes, and training programs.
• Support and enforce use of company-wide systems such as Instinct, VetRec, Care Navigation function within CRM and app, pharmacy & inventory protocols, and medical equipment maintenance.

4. Partnership With Owner Veterinarians

·         Guide owner veterinarians in their transition from clinician to medical leader and partner-owner.

·         Teach basics of medical operations budgeting: clinical productivity, throughput, case mix, inventory utilization, charge capture, etc.

·         Support leadership skills: communication, conflict resolution, team culture building, performance management.

5. Hospital Growth & Strategic Expansion

·         Ensure exceptional reputation and attention to strong relationships with referring practices in the community

·         Assess opportunities for new services, expanded hours, new veterinary specialties, telemedicine offerings, etc.

·         Partner with the Sr Biz Dir to forecast staffing and equipment needs.

6. Private Equity & Executive Reporting

·         Contribute clinical insights and outcomes to private equity reporting packages specifically as they relate ROI and overall business success.

·         Present medical KPI trends, opportunities, and risks to leadership and the board.

QUALIFICATIONS

·         DVM degree required; residency training or specialty board certification preferred but not required.

·         5–10+ years of clinical experience, preferably in specialty or emergency medicine.

·         5+ years of multi-site operational or medical leadership role experience.

·         Track record of effective leadership, mentoring, and operational decision-making.

·         Ability to coach clinicians and support culture-building across multisite systems.

·         Proven ability to partner and collaborate with hospitals and home office teams.

·         Exceptional communication and follow through skills.