Job Description
Position Overview: Hershey Animal Emergency Center is looking for a Training & Accountability Manager who genuinely enjoys helping others grow while also holding a high standard for patient care and team performance. This role is a great fit for someone who loves teaching, mentoring, and building systems that make a true difference in both team confidence and overall hospital quality. You’ll work closely with our Medical Director and the entire hospital team, including technicians, assistants, and our reception team, to support consistency, accountability, and follow-through in how care is delivered. This includes creating training programs, improving workflows, and reinforcing protocols, with a strong focus on consistent follow-up across the team to ensure SOPs and standards are being followed. We are looking for someone who will actively monitor performance, identify gaps, and ensure that expectations are carried through, helping maintain a high level of medicine, patient care, and customer service across the hospital. Required Qualifications: Credentialed Veterinary Technician (preferred), or an experienced veterinary technician with a strong clinical background Minimum 2+ years of experience in an emergency veterinary hospital Minimum 1+ year of leadership or management experience Experience developing and writing medical SOPs as well as implementing follow-through with the team Prior role focused on training, development, and accountability Additional Qualifications: Strong understanding of veterinary technician workflows and clinical operations Strong computer and organizational skills High attention to detail with the ability to follow through on tasks and initiatives consistently Excellent interpersonal communication and professional maturity Positive, team-oriented attitude with a commitment to compassionate patient care Key Responsibilities for the position: Training & Development Evaluate and enhance the existing training program through observation, workflow analysis, and team feedback Develop structured training materials, workflows, and competency standards Teach both procedures and the clinical reasoning behind protocols Ensure consistency in onboarding and ongoing education across the entire team Oversee and support our training coach team to ensure alignment and effectiveness Quality Control & Medical Auditing Assume responsibility for quality control processes across the hospital team Conduct medical audits to ensure adherence to hospital standards and protocols Identify performance or knowledge gaps and implement targeted improvements Ensure timely follow-through on training, corrections, and performance expectations Reinforce accountability in clinical skills, medical protocols, and patient care standards SOP Development & Implementation Collaborate with the Medical Director and leadership team to develop and refine SOPs Identify areas for SOP improvement based on workflow and team feedback Ensure SOPs are clearly documented, current, and consistently followed Support implementation and reinforce adoption of new or updated protocols through active follow-up Team Integration & Leadership Integrate into the hospital team to understand workflow and culture Build trust as a mentor, educator, and resource Provide clear expectations and consistent follow-up with team members Foster a culture of accountability, attention to detail, and continuous improvement Support engagement and retention through structured development and feedback Work Structure Initial onboarding includes 4–6 weeks of in-hospital, hands-on training and shadowing Transition to a hybrid schedule (in-hospital and remote) after onboarding Full-time role averaging 40 hours per week, including some weekends and occasional evenings or overnights as needed Future Growth & Role Development Lead monthly training workshops and individualized coaching sessions Establish competency benchmarks and individualized development plans Expand training beyond procedural skills to deeper clinical reasoning and decision-making Take ownership of quality control and auditing processes as the role develops Develop and teach advanced technical and clinical skills Reporting Structure This role works closely with hospital leadership and collaborates directly with the Medical Director on trainin