About NQ Care

NQ Care is a progressive, values-led veterinary hospital delivering exceptional emergency and specialist services to pets and their families in North Queensland. We are committed to providing a gold-standard of care, not only for our patients and clients but for our people. As our hospital continues to grow, we are seeking a passionate and proactive Practice Manager to lead and support our dynamic team.

Position Overview

The Practice Manager is a key leadership role responsible for ensuring the smooth and efficient operation of the 24/7 hospital across all departments. This role blends day-to-day operational oversight with people leadership, financial management, compliance, and marketing support. You will work closely with the Directors and department leads to create a cohesive, high-performing environment where staff feel supported and clients receive exceptional care.

Key Responsibilities

Operational Leadership

Oversee and coordinate the day-to-day hospital operations across emergency, specialty, client services, and support services.

Lead stock management systems and supplier relationships to ensure efficiency and cost-effectiveness.

Identify and implement workflow improvements to enhance patient care and team performance.

Monitor KPIs and operational performance, adjusting resources and processes as needed.

Liaise with IT, facilities, and maintenance services to ensure infrastructure supports hospital needs.

People & Culture

Lead and mentor client services and hospital admin teams to build a culture of compassion, accountability, and teamwork.

Foster a psychologically safe and inclusive workplace that reflects NQ Care’s values.

Support end-to-end recruitment processes including role design, advertising, interviewing, and onboarding.

Assist with training and development plans, performance reviews, and retention strategies.

Plan and coordinate staff wellbeing programs, recognition initiatives, and team-building activities.

Client Experience

Set the tone for gold-standard client service at every touchpoint - front desk, phone, email, and digital.

Maintain a strong presence in reception and client areas, leading by example in empathy and professionalism.

Champion client feedback processes and assist in service recovery when required.

Financial & Administrative Oversight

Collaborate with the Directors on billing accuracy, debtors, and cash handling protocols.

Maintain oversight of procurement systems, pricing, and supplier agreements.

Support the Managing Director in budgeting, financial tracking, and reporting using hospital data and insights.

Identify opportunities to improve profitability and resource allocation across departments.

Compliance & Governance

Ensure ongoing compliance with veterinary regulations, WHS standards, and facility protocols.

Coordinate audits, licensing renewals, maintenance schedules, and risk mitigation activities.

Contribute to the development and review of SOPs and policy frameworks.

Support quality assurance and continuous improvement initiatives.

Marketing & Community Engagement

Assist with the planning and execution of local marketing campaigns and digital initiatives.

Represent NQ Care at community events and manage hospital engagement programs.

Maintain in-clinic branding, signage, and promotional materials in line with brand guidelines.

Collaborate with the marketing team by providing social media content ideas and client-centric storytelling.

Skills and Qualifications

Essential

Proven experience in a practice management, clinic operations, or healthcare leadership role.

Strong people management and leadership capabilities with an inclusive and supportive style.

Excellent communication, organisational, and conflict resolution skills.

High proficiency in rostering, systems management, reporting, and customer service delivery.

Technologically confident with practice management software and Microsoft Office Suite.

Calm under pressure, adaptable, and able to multitask in a fast-paced environment.

Desirable

Experience in the veterinary or emergency/specialist healthcare sector.

Formal qualifications in business administration, management, and/or marketing.

Familiarity with EzyVet, Smartflow, or similar systems.

Why Join NQ Care?

Be part of a mission-driven hospital that prioritises care, innovation, and community.

Work with a collaborative and passionate leadership team.

Opportunities for professional growth, training, and industry exposure.

A positive workplace culture that values your wellbeing and contributions.

To Apply:
Please submit your resume and a cover letter outlining your suitability for the role to [email protected]

Applications will be reviewed on a rolling basis as we are looking for the right person to commence as soon as possible.