Hospital Support Manager

Hospital Support Manager - AVECCC Gilbert

Compensation: $65,000 - $90,000 (DOE)

Full-time opportunity in Gilbert, Arizona

Schedule: Full-time, 40 hours per week; flexibility needed

The Hospital Support Manager is an on-site operational leader responsible for assigned clinical service lines at Arizona Veterinary Emergency & Critical Care Center (AVECCC). Two peer Hospital Support Managers work in partnership with the Director of Hospital Operations (DHO), Medical Director, clinical leaders and hospital support teams to develop people, manage labor and workflows, support excellent patient and client experiences, and drive sustainable service growth. Each Hospital Support Manager has clear departmental accountability and shared responsibility for one cohesive hospital culture. Medical decisions remain with medical leadership.

Why Join Arizona Veterinary Emergency & Critical Care Center (AVECCC)

At Arizona Veterinary Emergency & Critical Care Center (AVECCC), part of Ethos Veterinary Health, you’ll be supported by a collaborative leadership team at AVECCC and across our hospital network. Available partners include the Director of Hospital Operations, Medical Director, Assistant Medical Director, Human Resource Manager, Facilities Manager, Client Experience Manager, and leaders at other hospital locations.

While this role comes with significant responsibility, you will not be expected to do it alone. At AVECCC, we believe great leadership is built through collaboration, trust, and supporting one another. As part of onboarding and ongoing leadership development, you may complete training with experienced leaders at other hospital locations, coordinated and scheduled in advance with appropriate operational coverage arranged.

We are looking for someone who is excited to take ownership, grow alongside our hospital, and contribute to a team that genuinely wants to see one another succeed.

In your day-to-day, you will:

Reporting Structure & Department Assignments

- Report to the Director of Hospital Operations; both Hospital Support Managers are peer leaders with equivalent organizational authority within their assigned scopes
- Emergency, Surgery & Neurology Services: Emergency and Critical Care (including ICU/inpatient operations), Surgery, and Neurology
- Specialty Medicine Services: Internal Medicine, Cardiology, Oncology, and Radiology
- ECC and Surgery currently have Charge Nurses on each shift. Neurology is directly supported by its Hospital Support Manager until a future, separately approved expansion of Surgery Charge Nurse oversight. Smaller specialty departments currently require more direct Hospital Support Manager coaching and coordination

Leadership Ownership, Autonomy & Accountability

- Lead the operational success and performance of assigned departments, making informed day-to-day decisions, developing teams, solving problems, and driving results without seeking approval for routine operational matters
- Keep the DHO informed early and bring recommended solutions rather than simply escalating problems; the DHO retains ultimate operational oversight, particularly for significant financial, staffing, policy, or hospital-wide implications
- Anticipate staffing, workflow, cultural and service challenges; investigate root causes, propose solutions and drive improvements to completion
- Exercise independent judgment within established authority. When escalation is appropriate, share relevant facts, steps already taken, options and a recommended course of action

People Leadership, Culture & Employee Development

- Lead regular one-on-ones, coaching, feedback, performance reviews and development planning for assigned support teams and leaders
- Partner with HR on attendance, employee relations, corrective action, onboarding and retention; retain ownership of daily people leadership
- Coach and empower Charge Nurses and emerging department leads, delegate appropriate decisions and maintain accountability for results; foster trust, recognition, accountability, and a consistent hospital-wide culture
- Identify succession opportunities and build leadership capacity in smaller specialty services as teams grow
- Partner with the Medical Director, Head of Training & Development, and Charge Nurses or department leads to ensure employees progress through established training programs and meet expected milestones
- Regularly review progress, identify employees needing additional support, and follow through with appropriate leaders to address challenges or delays
- Conduct monthly department meetings

Department Operations & Physician Partnerships

- Maintain efficient, safe workflows from admission or appointment through discharge and follow-up
- Partner with physicians, nursing leadership and client-facing teams to address handoffs, equipment, supplies, patient and new-service needs
- Lead service-line SOP implementation, cross-department coordination, operational projects and measurable follow-through
- Maintain productive, proactive relationships with service chiefs, DVMs and medical leaders to understand needs, remove operational barriers and strengthen the physician experience, while respecting medical/operational decision rights
- Partner on service development, capacity, workflow changes and new initiatives while respecting clinical decision-making authority
- Participate in support-staff and DVM candidate visits, interviews, onboarding and retention initiatives alongside Recruiting and medical leadership

Staffing, Scheduling & Labor Management

- Own appropriate staffing, skill mix, schedule quality, coverage and labor outcomes for assigned departments, in partnership with the centralized scheduling coordinator and Charge Nurses/leads
- Review overtime, productivity, staffing gaps, call-outs, PTO impacts and workload; escalate requests for additional positions or major staffing model changes to the DHO
- Coordinate coverage and schedule decisions promptly; follow established approval and publishing policies
- Charge Nurses and on-site leads coordinate first-response call-out coverage, escalating unresolved gaps to the appropriate Hospital Support Manager or weekend on-call Hospital Support Manager

Financial Performance & Pricing Development

- Know departmental labor, revenue, productivity, charge capture, expenses and trends; explain variances and own practical corrective actions
- Partner with the DHO on targets, forecasts and budgets; seek alignment for material commitments or changes beyond delegated authority
- Lead pricing development and ongoing pricing reviews for assigned departments utilizing Ethos pricing tools, collaborating with medical leadership and obtaining DHO approval for final pricing decisions before implementation
- Review service-line metrics, explain variances and implement agreed operational action plans; overall hospital financial strategy remains with the DHO
- Compile and maintain accurate DVM production reports for veterinarians within assigned departments for review by the DHO and Medical Director

Client Experience, Safety & Resource Management

- Partner with the Client Experience Manager and department veterinarians to address and resolve client complaints and referral-partner concerns involving assigned departments, with appropriate follow-through and communication
- Support OSHA, safety, controlled-substance process compliance, equipment maintenance, inventory controls and emergency readiness with designated owners
- Support departmental inventory management and scheduled inventory counts in partnership with the Inventory Manager, and work with the Facilities Manager to maintain equipment readiness
- Communicate risks, staffing needs, barriers and proposed solutions proactively; protect confidential employee, patient and business information

Shared Hospital Leadership & Cross-Department Coverage

- Serve as the designated operational point of contact for the other Hospital Support Manager’s departments during planned PTO, illness, off-site commitments, vacancies, and other coverage gaps
- Respond to time-sensitive staffing, employee, safety, client, facility, and workflow concerns outside the assigned portfolio when serving as the available or on-call Hospital Support Manager
- Partner across services to resolve competing staffing, equipment, imaging, anesthesia, and inpatient capacity needs; prioritize patient safety and overall hospital operations
- Participate in hospital-wide meetings, employee initiatives, training, and leadership projects regardless of departmental assignment
- Work closely with veterinarians, technicians, and support teams
- Contribute to a positive, team-focused hospital culture

Department-Specific Priorities

- Emergency & Procedural Services: Oversee ECC/ICU staffing performance, shift-to-shift handoffs, throughput, triage and inpatient support; support Surgery Charge Nurse leadership, surgical schedule readiness, and anesthesia/resource coordination; provide direct operational leadership for Neurology
- Specialty Services: Provide hands-on operational oversight for Internal Medicine, Cardiology, Oncology, and Radiology; coordinate consult and procedure capacity, referral records readiness, patient scheduling and discharge workflows; build future lead capacity and scalable processes as specialty volumes and staffing expand

Schedule, Weekend On-Call & Escalation

- This is an on-site leadership role requiring a minimum of 40 hours of physical presence each week unless otherwise approved by the DHO. Early mornings, evenings, holidays, or additional hours may be required as operational needs dictate
- The two Hospital Support Managers alternate scheduled weekend operational on-call coverage for the full hospital under a published rotation, with equitable distribution of weekends and an agreed process for trades, PTO, and backup coverage
- The on-call Hospital Support Manager remains reasonably reachable, responds in a timely manner appropriate to the urgency, and attends on site when the severity of the situation reasonably requires it
- There is no scheduled weekday on-call rotation. Weekday after-hours emergencies follow the hospital’s established leadership escalation process

Performance Expectations & 90-Day Review

- Operational and financial performance of assigned departments; appropriate staffing and labor utilization
- Employee engagement, retention, Charge Nurse/lead development and DVM partnership
- Client/referral experience, safety, workflow quality, communication and execution of initiatives
- Initial 90-day leadership review, with ongoing goals set jointly with the DHO

What You Bring

- Demonstrated leadership and people-management experience in a complex veterinary or comparable healthcare environment
- Strong understanding of staffing, labor management, employee development, performance management, and daily hospital operations
- Excellent interpersonal and communication skills, with the ability to build trusting relationships with employees, veterinarians, clients, and fellow leaders
- Strong organizational skills with the ability to prioritize competing demands, manage multiple departments, and follow through on commitments
- Ability to make thoughtful, independent decisions while recognizing when collaboration or additional leadership support is needed
- A collaborative mindset and commitment to exceptional patient care

Leadership Qualities Essential for Success

- Integrity & Honesty: Leads with honesty, transparency, and sound ethical judgment. Communicates truthfully, owns mistakes, and does the right thing even when it is difficult.
- Strong Work Ethic & Commitment: Dependable, hardworking, and committed to the hospital’s success. Follows through on commitments and leads by example.
- Servant Leadership: Genuinely supports, develops, and empowers others. Willingly steps in to help while maintaining appropriate leadership oversight and accountability.
- Adaptability & Resilience: Navigates change, shifting priorities, and the evolving needs of a growing hospital with flexibility, professionalism, and a willingness to learn.
- Teamwork & Collaboration: Values partnership over individual recognition, shares knowledge, supports fellow leaders, and approaches challenges with a one-team, one-hospital mindset.
- Emotional Intelligence & People Skills: Approachable and respectful; listens actively, demonstrates empathy, and handles difficult conversations with confidence and care.
- Self-Motivation & Initiative: A self-starter who recognizes what needs to be done, acts without waiting for direction, and takes ownership of solutions.
- Accountability & Coachability: Welcomes feedback, considers different perspectives, respectfully challenges ideas, and remains accountable for decisions and results.

Perks & Benefits

Benefits for this role may include health insurance (medical, dental, vision), retirement benefits, paid time off (including sick leave and vacation), short-term and long-term disability, and life insurance

- Competitive compensation
- Sign-on or relocation assistance
- Health, dental, and vision insurance
- CE allowance and professional development support
- Paid time off
- Retirement savings options
- Employee assistance programs

Location Highlight

Gilbert, Arizona is located in the East Valley of the Phoenix metro area, offering a welcoming community with a walkable Heritage District known for its local restaurants and shops. Residents enjoy year-round sunshine, parks and trails like the Riparian Preserve at Water Ranch, and easy access to everything the greater Phoenix area has to offer.

About Ethos Veterinary Health

Ethos Veterinary Health, part of the NVA Group, is where you come to practice world-class medicine, and help shape what veterinary care becomes next.

Across our network of 140 specialty and emergency hospitals, science moves forward, standards are elevated, and innovation is put into practice every day. You’ll work alongside respected veterinary leaders in academic-caliber hospitals designed for learning, teaching, and discovery.

Here, mentorship is a two-way street. You’ll share your expertise, learn from others, and continue to grow, clinically, professionally, and personally.

At Ethos, you inspire hope, deliver exceptional care, and pursue veterinary medicine at its highest level, together.

Join Us

At Ethos, this isn’t just a job, it’s an opportunity to practice medicine at the highest level and help shape the future of veterinary care.

Equal Opportunity Employer

Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, competence, merit, and business need.