Providing high-quality veterinary medicine to pets of all shapes and sizes is a multi-tiered endeavor that requires many skilled professionals on the veterinary team. While doctors and veterinary technicians are on the frontline of medical care, practice managers ensure efficient operations and keep an eye on new trends and strategic growth at AAHA-accredited veterinary hospitals.
    Though titles for management expertise differ by practice, professionals say that hospital/practice managers focus on daily operations, finances, and human resources issues while administrators assume responsibility for strategic planning in addition to those tasks. These self-described problem-solvers like to multi-task and relish the different responsibilities that each day brings.
    “There is no such thing as an average day,” said Christy Johnson, practice manager at AAHA-accredited Animal Care Unlimited in Ohio. “That is why I love my job so much – each day is an interesting mix of human resources, office management, marketing, bookkeeping, you name it!”
    A growing number of practice management professionals – many of whom say they were drawn to the profession by their love of animals – have become certified, a designation provided by the Veterinary Hospital Managers Association (VHMA).
    To earn certification, practice managers are required to have three years of experience, 18 college credits in management areas, and have to pass an exam. To maintain it, these professionals – like veterinarians and technicians – are required to take a certain number of continuing education programs.
    Some practice managers are credentialed veterinary technicians and others – like Tom MacDonald – bring a business bent to their careers in veterinary medicine.
    Prior to joining Lincoln Village Animal Hospital, an AAHA-accredited practice in Ontario, MacDonald worked as a stock broker and options trader for six years. 
    As hospital administrator, MacDonald handles the management aspects of the business, “so that the veterinarian can focus solely on what she loves to do – help pets,” he said. Although his primary role is to ensure efficient operations, MacDonald says his favorite part of the day is interacting with clients.
    “It’s a very rewarding part of my day,” he said. “Client feedback is very important to me.” MacDonald is shown with his staff at Lincoln Village Hospital in the picture shown here.
    Johnson, who has worked in the industry for 21 years, agreed. “I love to find ways to improve the experience that our clients have at our hospital,” she said.
    With two years under her belt as practice manager, Johnson plans to sit for the VHMA certification exam next year and says that while she juggles many tasks, client service is her priority.
    Although you may not recognize them by name, since they conduct much of their work behind the scenes, practice managers handle everything from creating medical schedules to overseeing medical records and setting hospital standards for excellence.
    "Although typically not a hands-on animal care giver, the practice manager is instrumental in improving patient care," said Jill Foreman, MBA, CVPM, a practice consultant for AAHA. Foreman, who conducts accreditation visits with veterinary practices, explained that practice managers uphold high standards for quality care, implement the owner's management vision, and allow veterinarians to focus on medical care. "This division of tasks allows each individual of the leadership team to apply his/her strengths and results in several advantages," for the practice, the client, and the pet's health and well-being, she added.