Schedule: Monday - Friday (8:00 AM - 5:00 PM PT) Classification: Full Time - Exempt Location: Remote Salary: $57,000 - $59,000 Lap of Love is a national practice dedicated exclusively to in-home end-of-life care for pets. We believe all pets and their families deserve the most compassionate and supportive end-of-life experience. Our veterinarians help pets and their parents with quality of life assessments, pain and anxiety management, end-of-life consultations, and peaceful euthanasia in the comfort of their pet’s favorite place – home. Position Description Lap of Love Veterinary Hospice, headquartered in Lutz, FL., seeks to add a key member to its growing team by employing a dynamic Practice Manager to support Lap of Love’s Practice Operations department. This individual will play an instrumental role in Lap of Love’s day-to-day operations by fostering meaningful relationships and a supportive work environment for our Associate Veterinarians. This enables our doctors to concentrate on the clinical and technical aspects of providing exceptional end-of-life care. Practice Managers ensure seamless operations in each market area by offering dedicated support to the doctors they serve. They tactfully blend empathetic listening with conflict resolution in internal and client interactions; handle schedules, calendars, and other logistics; and engage in professional cross-functional collaboration to ensure synergy between the Practice Operations department and the rest of the organization. Through their commitment to maintaining smooth operations and communication, Lap of Love’s Practice Management team reinforces the culture and reputational excellence that built our brand for current and incoming veterinarians. Join us in our mission to provide compassionate end-of-life care for pets and support for their families. Together, we can make a meaningful difference in the lives of animals and the people who love them.

Role Description Lap of Love Veterinary Hospice, headquartered in Lutz, FL., seeks to add a key member to its growing team by employing a dynamic Practice Manager to support Lap of Love’s Practice Operations department. This individual will play an instrumental role in Lap of Love’s day-to-day operations by fostering meaningful relationships and a supportive work environment for our Associate Veterinarians. This enables our doctors to concentrate on the clinical and technical aspects of providing exceptional end-of-life care. Practice Managers ensure seamless operations in each market area by offering dedicated support to the doctors they serve. They tactfully blend empathetic listening with conflict resolution in internal and client interactions; handle schedules, calendars, and other logistics; and engage in professional cross-functional collaboration to ensure synergy between the Practice Operations department and the rest of the organization. Through their commitment to maintaining smooth operations and communication, Lap of Love’s Practice Management team reinforces the culture and reputational excellence that built our brand for current and incoming veterinarians. Join us in our mission to provide compassionate end-of-life care for pets and support for their families. Together, we can make a meaningful difference in the lives of animals and the people who love them. Qualifications - Associates degree, or equivalent experience in business administration, management, leadership, or administrative processes required - Bachelor’s degree, or equivalent experience in business administration, management, leadership, or administrative processes preferred - Previous experience in clinical veterinary medicine, practice management, veterinary operations management, or similar role preferred - Commitment to excellence in client service - Dynamic problem-solving skills - Confident, independent thinker and adaptable - Top notch oral and written communication skills - Ability to thrive in a fast-paced environment - Excellent follow-up skills - High attention to detail and ability to adapt to new processes Requirements - Able to sit for prolonged periods of time of up to 8 hours per day - Able to frequently communicate by telephone and through use of computer technologies, including but not limited to email and video conferencing - Possess manual dexterity, fine motor skills, and the ability to operate a computer, read a computer screen and type on a keyboard for prolonged periods of time of up to 8 hours per day - Able to multitask using multiple computer tabs/platforms while engaging in conversation - Average or above average working knowledge of computers, email, video conferencing technologies, and digital medical records - Able to quickly learn custom software and other programs, such as Zoom, Trello, Office 365, Sunshine, and Google Suite - Average or above average working knowledge of the internet and scheduling and communications applications and software, such as Gmail, Google Calendar, and web-based communication platforms - Access to reliable and secure internet - Maintain confidentiality of all patient, client, and business information - Comply with all applicable laws, regulations, policies, procedures, and guidelines Benefits - Health Insurance Plan (Medical) with 100% employer paid HSA option available - Dental and Vision Plans - Retirement Plan (Traditional 401k with 3% match and Roth 401k) - Paid Time Off - Bereavement Leave - Paid Parental Leave - Employer-funded Lifestyle Spending Account (LSA) - Life Insurance (Basic, Voluntary, and AD&D) - Short Term and Long Term Disability Insurance - Training & Development - Pet Discount Plan and Pet Insurance

Role Description The Manager, Operations Enablement will be a key leader of the central operational areas and report to the VP of Operations and Data Engineering. Responsibilities include: - Oversight of management responsibilities and support for cross-functional capabilities including Benefits/Enrollment, Claims Operations, Eligibility/EDI, and overall implementation efforts. - Operationalizing and enabling processes to support internal partnerships. - Leading and developing a team of claims trainers and business analysts to support operational excellence and quality improvement of claims processes. - Collaborating with claims directors, benefit/enrollment managers, and supervisors to identify training needs, design and deliver training programs, monitor and evaluate training outcomes, and provide ongoing coaching and feedback. - Identifying and implementing best practices, process improvements, and innovative solutions to enhance efficiency and effectiveness in operational areas. - Developing recommendations for training playbooks, process improvements, and efficiencies for assigned operational areas. - Ensuring stakeholder and leadership alignment to correlating processes throughout the MSO. - Managing and coaching a team of business analysts and claims trainers providing operations shared services to the PHSO. - Providing operational analyst support to all functional areas within the MSO, including reporting/analyst deliverables for leadership and functional areas. - Overseeing the design and delivery of claims training programs and materials to enhance skills and knowledge of claims staff and providers. - Developing SOPs, DLPs for assigned areas, product recommendations, addressing operational gaps, and continuously seeking improvements for business and member/provider experience. - Supporting claims operations on provider claims payment investigation and resolution of known errors, developing streamlined processes to support the business. Qualifications - High School Graduate or GED. - 5+ years experience in a healthcare administration environment, with an understanding of managed care services and implementing/enabling new processes. - 5+ years of experience implementing and enabling new processes with cross-functional teams. - 3+ years of people management experience, with a preference for experience managing team members under different functional responsibilities. Requirements - Bachelors in business, healthcare administration, or similar field (upon hire). - 10+ years of experience implementing and enabling new processes with cross-functional teams (upon hire). - 5+ years of experience in implementing and enabling new processes with cross-functional teams in a healthcare, managed care services environment (upon hire). Benefits - Competitive pay with a flexible Health & Welfare benefits package. - Cafeteria-style benefit program allowing employees to choose benefits from various options, including medical, dental, and vision plans for employees and their dependents. - Health Spending Account (HSA). - Life Insurance and Long Term Disability. - 401k retirement plan with a generous employer match. - Paid Time Off and Sick Leave.

• Own end to end delivery of managed services (BAU) and agreed enhancements across webMethods integration platforms and Azure/AWS cloud environments. • Maintain service availability, resilience, performance, and reliability to agreed targets. • Define, monitor, and report on SLAs, KPIs, and service health metrics; drive actions to address trends and risks. • Establish operational cadence and discipline (runbooks, on call, escalation, service reviews) to deliver predictable outcomes. • Act as the primary operational interface for service performance, governance, and continuous improvement. • Lead service reviews, operational forums, and executive reporting; ensure clear minutes, actions, and follow through. • Communicate risks, incidents, and improvement initiatives clearly and confidently to senior stakeholders. • Build and maintain trusted relationships across business and technology stakeholders (client and internal).