Hospital Performance Improvement Manager

    • Job Tracking ID: 512912-657618
    • Job Location: San Francisco, CA
    • Job Level: Management
    • Level of Education: Masters Degree
    • Job Type: Full-Time/Regular
    • Date Updated: November 13, 2018
    • Years of Experience: Not Applicable
    • Starting Date: ASAP
    • Campus Location: Mission & Pacific Heights
    • Status: Regular Full-Time
    • Department: Header: Mission & Pacific Heights Hospitals
Invite a friend
facebook LinkedIn Twitter Email


The Hospital Performance Improvement Manager is key role supporting the Hospital Leadership Team. Reporting to the Chief Veterinary Hospital Officer, this role is responsible for coaching leaders and staff in the development of Lean management systems to support a culture of continuous improvement. This position requires a highly motivated, technically skilled performance improvement leader to help guide clinically outstanding teams towards a culture of operational excellence. Leveraging both the technical and philosophical components of Lean will be crucial. The right candidate will be proficient in coaching leaders, facilitating improvement (including improvement events), and supporting visual management of both organizational strategy and daily problem solving. Through improved daily operations, this role will assist to cultivate an outstanding client experience, foster communication among departments, and create an engaging and motivating work environment for clinical and non-clinical hospital team members. The Hospital Performance Improvement Manager is a key role in translating the SF SPCA Values to improve overall Hospital quality and performance. Veterinary practice experience is not required.

San Francisco SPCA operates two full-functioning veterinary hospitals, one in the Mission District and one in the Pacific Heights District. Both hospitals provide general practice, emergency services, surgery, dental, and diagnostics. Additionally, the Pac Heights campus provides one of the only 24/7 emergency services in the area. With a full staff of Veterinarians, Registered Veterinary Technicians, and Client Service Representatives, the SF SPCA veterinary team sees over 55,000 visits per year between the two campuses. As a non-profit, the SF SPCA proudly provides veterinary services to all members of the community, including those who are in need of financial assistance.

Essential Duties and Functions:


  • Lead the performance improvement function throughout the San Francisco SPCA hospitals
  • Assist in leading the organization through cultural change to embrace operational excellence
  • Serve as an expert in Lean, Six Sigma, and other performance improvement methodologies for all hospital leaders and staff
  • Help lead the development of management systems for daily problem solving and staff engagement
  • Identify and facilitate improvement projects, utilizing value stream mapping, improvement (kaizen) events, 5S, root cause analysis, and ideal condition design
  • Coach directors, managers, and staff to apply A3 thinking towards all problem solving
  • Assist in the development of operator standard work and leader standard work
  • Develop training materials to support staff and leader development, and deliver informal training and formal workshops
  • Lead the development of visual management tools for strategy and operations
  • Coach leaders through the use of a lean management system
  • Facilitate improvement both within hospitals and between hospitals and other programs of the SF SPCA

Analytics and Technology

  • Develop and analyze regular and ad hoc reports to support performance improvement
  • Navigate and manage reporting through budgeting, practice management, scheduling, and other systems to extract pertinent information
  • Design and support data dashboards and scorecards using appropriate electronic tools
  • Incorporate clinical, customer service, and financial results to ensure optimized improvement effort
  • Perform analyses of staffing, patient scheduling, and patient flow
  • Graphically depict data and key performance indicators using most appropriate means
  • Develop practice management system (Infinity) expertise to assist with maintenance and configuration
  • Develop other databases to support organizational goals

Client and Community Services

  • Ensure a culture of excellence in client service, helping to create a relationship-centered practice
  • Collaborate with other organizational departments to ensure a seamless client experience
  • Collaborate with the CVHO and Hospital Leadership Team to determine and develop new programs and services


  • Works cooperatively with all volunteers and recognizes the talent and commitment they bring to the Society


  • Ensure a safe work environment by following all safety guidelines and modeling safe work practices.
  • Take immediate action to address any safety concerns that could put a staff member, volunteer, customer, animal, or the organization at risk
  • Maintain a clean, healthy, and sanitary work area; follow all pest and rodent control protocols. Participate in keeping the SF SPCA campus clean and well maintained.

Diversity and Inclusiveness

  • Works effectively with individuals from diverse communities and cultures
  • Successfully works with a team of colleagues who represent a diversity of work and conflict resolution styles

Open Communication

  • Facilitate open, direct communication throughout the Society
  • Embrace and promote the Society’s BLISS direct communication program
  • Ensure decisions, policies and procedures are effectively communicated
  • Facilitate good working relationships through teamwork and collaboration

Reporting Relationships and Contacts:

  • Reports to the Chief Veterinary Hospital Officer
  • Works closely with VP of Veterinary Services and Hospital Medical Directors
  • Regularly participates with the Hospital Leadership Team

Physical Requirements and Work Environment:

  • Regular sitting at computer stations and operation of electronic equipment
  • Regular standing, bending, stooping and crouching while seeing patients
  • Frequent lifting and carrying of animals weighing up to 50 pounds
  • Frequent exposure to animals under stress
  • Consistent exposure to animals in the workplace and animal allergens under conditions with limited alternatives available

Education and Experience:

  • Master’s degree or equivalent experience in industrial engineering, business administration, healthcare administration, operations research, or public administration
  • Expert in Lean, Six Sigma, and/or other performance improvement philosophies
  • Knowledge of Statistical Process Control and other data analysis methods
  • Technologically savvy; able to learn and navigate clinical, budget, dashboard, and other information systems
  • Ability to objectively observe and analyze processes
  • Demonstrated ability to engage cross-functional teams in quality optimization and waste elimination required
  • Experience with Shingo Model helpful but not required
  • Computerized process simulation modeling experience a plus

Knowledge, Skills and Abilities:

  • Must be highly motivated and dedicated toward the humane care and treatment of all animals
  • Leadership ability to inspire and motivate people to adopt hospital philosophy and goals
  • Ability to communicate with the public, volunteers, and co-workers in a courteous and professional manner at all times
  • Ability to give and receive feedback
  • Ability to work in fast-paced and sometimes stressful work environment utilizing good time management and multi-tasking skills
  • Ability to work effectively in a team oriented environment.
  • Must be able to organize and execute policies and procedures as planned while maintaining the ability to be flexible
  • Strong math, analytical, and problem solving skills
  • Excellent written, verbal, interpersonal, conflict resolution, and negotiation skills
  • Experience motivating, influencing, and driving cultural change, with ability to think strategically and challenge current operational thinking


Salary and Benefits:

The starting salary for this position depends on the length and breadth of experience. Regular, full-time positions are eligible for benefits package including: vacation and holiday pay, paid sick time, medical, dental & vision insurance, life insurance, long-term disability, tax-deferred retirement plan, pre-tax commute expense deductions, paid continuing education, discounted veterinary care, employee discount on retail, pet supplies, and dog training classes.

The SF SPCA is an Equal Opportunity Employer and welcomes applications from individuals who contribute to our diversity. We are an at-will employer and conduct pre-employment background checks and drug screening. This job description reflects the assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.