Practice Manager, CVH

About Oregon Humane

Founded in 1868, Oregon Humane is the Northwest's oldest and largest animal welfare organization with one of the highest adoption rates in the nation. We are working toward our vision of a world where all animals are treated with compassion, kindness, and respect. With campuses in Portland and Salem, Oregon Humane is an Oregon-based nonprofit that relies on donor support for its adoption, education, medical and humane law enforcement programs. Visit oregonhumane.org to learn more about how were creating an ecosystem where all of us – animals and humans – feel safe, valued and part of something bigger.

The Team

This position is part of the Medical Services team within the Community Veterinary Hospital .

The Position

This role ensures the Community Veterinary Hospital (CVH) runs smoothly by balancing day-to-day operations with financial oversight. They review invoices, track revenue and expenses, and use data to spot trends and improve performance. The position also supports reporting, is responsible for accurate systems and processes, and implements policies and pricing updates. The Practice Manager collaborates with other CVH leaders, leading the process of developing and implementing standard operating procedures. In addition, they oversee client financial programs, ensure compliance, and lead and supports staff to create an efficient, positive, and mission-driven workplace.

Eligible Benefits

We are committed to creating a better future for pets, and we work hard to achieve our goals while offering a rewarding workplace including competitive benefit packages to our employees.

- Medical/Dental/Vision

- Paid Time Off + Sick Time + Holidays

- 401(k) with employer match

- Professional Development Opportunities

- One free Oregon Humane adoption / year

- Perks & Discounts

Essential Responsibilities

PERSONAL LEADERSHIP

- Consistently strives to exceed expectations; demonstrates flexibility, resilience, and the ability to maintain positive relationships and composure, even under difficult circumstances.

- Maintains high ethical standards, including exhibiting behaviors and actions that embrace and align to our organization and customer service values, while treating all people with respect and dignity.

- Demonstrates an awareness of your individual personal strengths and development needs, modeling non-defensive behavior and openness to feedback; builds a culture of feedback and learning.

TEAM LEADERSHIP & MANAGEMENT

- Manage, support, and provide coaching feedback to team members, and create and sustain a work environment of mutual respect where team members strive to achieve excellence within their own team and embrace their role and responsibilities in advancing shared goals and priorities.

- Manage day-to-day implementation and support for key activities including coordination with other teams implementing complementary activities.

- Role model inclusive leadership, creating an environment where diverse viewpoints are welcomed and actively engaged

LEARNING

- Contributes to regular dialogue and accountability with the leadership team and across the organization to review progress and course correct if necessary.

- Utilizes data and insights to identify, understand and articulate the key inputs and metrics that tell the story of the organization/team strategy and its progress.

- Builds appropriate feedback loops to measure if we are meeting key milestones and if the impact planned is being felt across the organization.

INFLUENCE & REPRESENTATION

- Communicate effectively to executive and other stakeholder groups to ensure they are informed and able to actively engage.

- Liaise with and maintain productive relationships with all stakeholders, including other departments, and donors; build mutually rewarding professional relationships inside Oregon Humane at all levels.

- Leverage our best practices externally and grow Oregon Humane reputation as a leader in the animal welfare space.

PRIMARY RESPONSIBILITIES

- Champions the Community Veterinary Hospital's strategic vision by embedding financial growth, sustainability, and operational efficiency into day-to-day decision-making and long-term planning.

- Conducts and interprets regular recurring financial analyses, including a high volume of invoice reviews, audits for missed charges, and identification of revenue opportunities or risks.

- Monitor employee discounts for IRS compliance and work directly with clients and employees to resolve aged receivables.

- Analyze client compliance and hospital performance data, providing actionable insights to leadership and implementing improvements. Identifies opportunities for clarification of process, communication and/or recommended adjustments in pricing strategy to achieve compliance with recommended treatment plans, including the development of proposals and managing rollout to internal teams and clients.

- Produce and review monthly, quarterly, and annual reports; support leadership with KPI tracking, monthly board reporting, and grant-related data needs.

- Lead data management efforts, ensuring accuracy and integrity of all data within the Practice Information Management System (PIMS) and integrated platforms (e.g., AllyDVM). Collaborates with cross-functional partners to ensure accuracy of data in external platforms (SalesForce) and represents CVH on the cross-departmental Data Governance Committee.

- Responsible for the development, implementation, and continuous improvement of standard operating procedures (SOPs) for the CVH; ensuring team adherence through clear communication and training, including ownership of the change management process.

- Collaborate with leadership on pricing strategies, service offerings, and annual fee updates to maintain competitiveness and financial health, executing decisions. Gathers and analyzes data from multiple sources to validate or adjust pricing strategy, providing recommendations, gaining approval, and then operationalizing approved adjustments.

- Review and approve a high volume of hospital expenses in partnership with the Finance team, ensuring alignment with budget and organizational goals. Reconciles budget monthly. Supports Hospital Administrator throughout the annual budgeting process.

- Oversee the Community Solutions Program, ensuring adequate team support for daily operations, including payment plan processing, aged receivables review, client financial communications, and community initiatives or medical events.

- Address escalated client concerns, providing support for team members and expediting prompt and satisfactory resolution.

- Lead, coach, and develop staff through recruitment, hiring, training, and performance management, fostering a positive, mission-driven culture aligned with organizational values.

- Support management of clinic floor during coverage gaps.

- Ensure compliance with all applicable federal, state and local laws and best practices.

- Represent the hospital at events and maintain relationships with veterinary clinics and organizations.

SUPERVISOR RESPONSIBILITY

Supervises: Community Solutions Manager

ACCOUNTABILITY

Reports Directly To: Hospital Administrator

Often Engages Directly With: Oregon Humane Advancement, Finance, and Medical Teams

Qualifications

Minimum Qualification & Transferable Skills

We are interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We welcome applicants who bring a diversity of identity, culture, experience, perspective and thought. We encourage you to apply, even if you do not believe you meet every one of the qualifications described. You are also encouraged to address how your professional and lived experience, scholarship, mentorship and/or service will contribute to the Oregon Humane.

- Bachelors degree in Public or Business Administration, Animal Science, Finance, related field or equivalent combination of education and experience.

- 3 years experience in veterinary practice management, healthcare operations, or a similar role with financial oversight.

- Strong financial acumen, including experience with budgeting, financial analysis, accounts receivable, and/or auditing processes.

- Demonstrated ability to interpret data and translate insights into actionable operational improvements.

- Experience managing and maintaining data integrity within Practice Information Management Systems (PIMS) and related software (e.g., CRM or client communication platforms).

- Proven experience developing, implementing, and improving standard operating procedures (SOPs) and driving team adherence.

- Experience overseeing client financial programs such as payment plans and handling sensitive financial conversations with professionalism and empathy.

- Strong leadership and people management skills, including hiring, coaching, performance management, and team development.

- Able to exercise sound judgment and maintain a professional demeanor during all interactions with the public, partner agencies, donors, staff and volunteers.

- Proficiency using the Microsoft Office Suite, including Outlook, Word and Excel.

- Excellent verbal and written communication skills - able to communicate with a diverse population in a consistently informative, respectful and professional manner.

Work Environment Conditions & Physical Requirements

This position interacts and collaborates will all levels of the organization, including Oregon Humane staff, executive team members, donors, general public, external vendors, volunteers, and supporters. Contact and communication is carried out through face-to-face, telephone and digital interactions. Excellent customer service skills are essential to success. Communication must be clear, understandable, professional and respectful in all circumstances.

WORKING CONDITIONS

- Work is performed in an office and medical center/animal shelter environment.

- Occasional weekend and evening work may be required.

- Animal contact and related injuries may occur.

- Noise exposure varies and sometimes includes uncontrolled barking and other animal vocalizations.

- Pace of work is active and demanding, requiring a high degree of multitasking and ability to adapt to changing priorities while managing concurrent projects/tasks to completion.

- Contact with angry or emotional people may occur.

PHYSICAL REQUIREMENTS

- Occasional lifting and moving of inanimate objects weighing up to 50 lbs.

- Occasional pushing and pulling of carted items weighing up to 100 lbs.

- Occasional moving items above shoulder level.

- Occasional use of hands and arms at or above shoulder level.

- Prolonged standing, sitting and/or stooping may occur.

- Occasional climbing and bending.

- Must be able to remain in a stationary position for prolonged periods.

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds and ways of thinking, we are better able to leverage the collective power of our teams and address and overcome complex challenges and barriers. We strive for a culture of integrity, respect and compassion where every member of our community contributes their perspectives and authentic selves and where everyone reaches their potential as individuals and teams. We recognize that striving for diversity, equity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Oregon Humane is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives and skills so that we can be collectively stronger and have sustained impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group.

At-Will Employment

This position description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to follow any other job-related duties required by their supervisor. This document does not create an employment contract implied or otherwise, other than an at-will relationship.