Area Chief of Staff at Banfield Pet Hospital in Philadelphia, PA

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AREA CHIEF OF STAFF

The pay range for this role (full-time) is $140,000 - $210,000 annually.

The pay range listed reflects a general hiring range for the area, with the specific rate determined based on the candidate’s experience, skill level, abilities, and education, and may vary depending on location and schedule.

SUMMARY OF JOB PURPOSE AND FUNCTION

The primary purpose and function of the Area Chief of Staff is to lead, develop and manage associate veterinarians in their hospitals to ensure Banfield can attract, develop, engage and retain doctors that will deliver quality care and meet expected hospital performance measures. This position drives the culture and delivery of quality care by the veterinary provider team (DVM, CVT, VA) in their assigned hospitals to ensure that every pet receives consistent care aligning with our six domains of quality (safe, effective, patient/client centered, timely, efficient and equitable care.) The Area Chief of Staff partners with the Practice Manager (if applicable) to drive the culture and delivery of quality care by the veterinary provider team (DVM, CVT, VA) in their assigned hospitals to ensure that every pet receives consistent care aligning with our six domains of quality (safe, effective, patient/client centered, timely, efficient and equitable care.

ESSENTIAL RESPONSIBILITIES

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Act as Responsible Veterinarian for Veterinary and Pharmacy Board Permits, as required by federal, state, or local law. Responsible for the ownership and management of the controlled substance inventory for relief doctors.
• Own doctor engagement and retention by consistently assessing risk, ensuring a proactive retention strategy, and creating a culture of community and engagement where doctors feel supported and can be successful.
• Provide effective medical leadership to their hospital teams by driving an inclusive and collaborative work environment in their assigned hospitals in partnership with the practice managers.
• Validate the clinical skillset and alignment with quality standards of doctors, veterinary assistants, and veterinary technicians by performing medical record reviews, veterinary quality assignments, audits and patient safety event reviews in their assigned hospitals.
• Provide veterinary services. The amount of time spent in clinical role, seeing patients, will depend on various factors. These include the numbers of hospitals, number of direct reports, the productivity and performance of each hospital. All ACOS should expect to spend a percentage of their time in role, and this will be aligned upon a case-by-case basis in partnership with the DVQ. This role is 100% hospital based and considered a working manager role.
• Oversee the coaching program for newly hired veterinarians to ensure an engaging experience which results in a productive doctor knowledgeable in Banfield quality standards, Optimum Wellness Plans, processes, and workflows. Ensure experiential learning to develop clinical, surgical, and dental skills based on individual veterinarian needs.
• Partner with the Director of Veterinary Quality and Talent Acquisition team to recruit veterinary talent. Act as a brand ambassador in the local veterinary community. Deliver an excellent hospital experience to student externs, student job program participants, and veterinary candidates during hospital observations.
• Work with associate doctors to ensure they have the skills to achieve their productivity goals through delivery of high-quality medicine, a focus on preventive care, providing a great client experience, and partnership with the hospital team.
• Deliver veterinary operations KPI's of assigned hospitals through their leadership of the hospital and their partnership with the practice managers. Partner with practice manager to develop, execute, and revise plans which achieve targeted KPI's through hospital performance. Accountable to hospital OGSM performance as quality medicine delivers operational outcomes.
• Develop a veterinary leadership talent bench and have a succession plan in place for assigned hospital pod.
• Ensure compliance to Banfield's clinical essentials, government regulations and legislation, and veterinary industry standards through veterinary quality assessments, medical record reviews, audits, and patient safety event reviews. Hospital operations must meet all local, state and federal regulatory requirements including but not limited to compliance with controlled substance management and radiation safety. Create and execute timely plans to resolve identified gaps.
• Champion preventive care culture by communicating, demonstrating, and validating behaviors which drive optimum wellness plan growth and retention.
• Create a say yes culture by driving access to care and superior client service resulting in meeting or exceeding client experience scorecard goals. Responsible for the appropriate and timely resolution of client complaints related to medical standard of care.
• Manage the medical equipment inventory and new medical equipment requests in partnership with their Director of Veterinary Quality in their assigned hospitals.
• Deliver the highest level of veterinary care to every pet in a professional and ethical manner while ensuring that the client and their pet have an exceptional experience.
• Establish trust and gain the confidence and compliance of clients through effectively delivering appropriate preventive care, performing complete diagnostic workups, developing thorough treatment plans, communicating home care instructions, and planning follow-up visits.
• Other job duties as assigned.

THE FIVE PRINCIPLES

• Quality – The consumer is our boss, quality is our work, and value for money is our goal.
• Responsibility – As individuals, we demand total responsibility from ourselves; as associates, we support the responsibility of others.
• Mutuality – A mutual benefit is a shared benefit; a shared benefit will endure.
• Efficiency – We use resources to the full, waste nothing and do only what we can do best.
• Freedom – We need freedom to shape our future; we need profit to remain free.

HIRING QUALIFICATIONS / COMPETENCIES

Leadership

• Plans and Aligns
• Drives Vision and Purpose
• Develops Talent
• Manages Conflict
• Financial Acumen
• Managers Complexity

Functional

• Attracts Top Talent
• Communicates Effectively
• Drives Results
• Ensures Accountability
• Functional/Technical Skills

CAPABILITIES AND EXPERIENCE (CAN DO)

• Ability to multi-task – Manages multiple tasks at one time; quickly and accurately shifts attention among multiple tasks under distracting conditions without loss of accuracy or appearance of frustration.
• Organizational ability – Demonstrates a systematic approach in carrying out assignments. Is very orderly and excels at cutting through confusion and turning chaos into order.
• Surgical skills – Proven ability to perform all basic surgeries, including use of all standard medical instruments and equipment.
• Problem solving skills - Demonstrates a strong ability to identify, analyze and solve problems. Translates problems into practical solutions.
• Intellectual ability - Accurately and consistently follows instructions delivered in an oral, written or diagram format. Can provide directions. Commitment to continual learning.
• Mathematical ability - Ability to add, subtract, multiply and divide, and to compute rate, ratio and percent; ability to convert units of measurement.
• Computer skills - Comfortably and confidently uses a computer and specialized software.

ATTITUDES (WILL DO)

• Initiative – Shows willingness and aptitude to use own discretion in taking appropriate steps in finding solutions to problems; presents options and ideas to enhance current processes or procedures. Takes on additional responsibility when both big and small tasks need to be done; seeks out the most valuable work to do during times when the hospital faces low client demand.
• Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospitals. Exhibits honesty, discretion, and sound judgment.
• Cooperativeness – Willing to work with others, collaborating and compromising where necessary; promptly shares relevant information with others.
• Flexibility – Is open to changing situations and opportunities and is willing to perform all tasks assigned.
• Independence – Able and willing to perform tasks and duties without supervision.
• Tolerance for Stress / Resiliency – Maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.

SPECIAL WORKING CONDITIONS

• Ability to work at a computer for long periods of time.
• Project timelines and work volume / deadlines may often require more than 40 hours per week to complete essential duties of this job.
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
• Requires sufficient ambulatory skills in order to perform duties while at hospital.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
• Requires good hand-eye coordination, finger-hand-arm dexterity with the ability to reach and grasp, and visual acuity to use a keyboard and operate necessary equipment.
• The noise level in the work environment is moderately high.
• Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion, exposed to anesthesia, radiation, biological hazards and medication/controlled substances.
• Some travel required, to assist other area hospitals as well as for vendor visits and associate education.
• Banfield policies and protocols are not intended to supersede the associate's legal responsibilities and medical judgment. In the event of a conflict, applicable laws and regulations will control.

DEA: Candidate must obtain state-controlled substance and federal DEA license within 3 months of employment, unless otherwise required by the state in which working.

USDA: Accredited by the USDA Animal and Plant Health Inspection Service, National Veterinary Accreditation Program within 3 months of employment.

EXPERIENCE, EDUCATION AND/OR TRAINING

• Doctor of Veterinary Medicine (DVM/VMD) or equivalent foreign degree required.
• Veterinary license in good standing or eligibility for licensure with all applicable state veterinary boards for assigned hospitals.
• 3 years of experience in small animal medicine and surgery practice.

BENEFITS

Here at Banfield, we prioritize your well-being and professional growth by offering a comprehensive total rewards package, including health, wellness, and financial support for you, your family, and even your pets. Check out some of our “Meow-velous” benefits:

• Comprehensive Medical, Dental, and Vision Insurance: Enjoy peace of mind knowing your health and wellness are our top priorities. We've got your essential medical, dental, and vision care covered.

• Generous Retirement Plans (401(k) and Roth): Invest in your future and enjoy a generous company match to help you build a secure financial future.*

• Best-in-Class Student Debt Relief Program (for Full-Time DVMs): At Banfield, we understand the significant financial burden of student debt on veterinarians. We are committed to supporting our veterinary professionals and believe that addressing student debt is crucial for the long-term health of the veterinary profession.

• Paid Time Off and Holidays: Take a break, recharge your wellbeing, and celebrate days of personal significance with paid time off and holidays.*

• Top-Tier Mental Health and Wellbeing Resources: Your mental health matters. Access our industry-leading resources, including free coaching and counseling sessions, to support your overall wellbeing and help you thrive.*

• Associate Life Insurance (company-paid) & Supplemental Life Insurance: Protect your loved ones with our company-paid Associate life insurance and have the option to purchase additional coverage for extra peace of mind.

• Company-Paid Short- and Long-Term Disability: Feel secure knowing that if you face a temporary or long-term disability, you’ll have financial protection.

• Flexible Spending Accounts (FSA): Save on healthcare and dependent care expenses by setting aside pre-tax money. It's a smart way to manage your budget and take care of your needs.

• Health Savings Account (HSA): Make the most of your healthcare dollars with a tax-advantaged HSA, allowing you to pay for medical expenses with pre-tax funds.

• Paid Parental Leave: We support growing families with paid parental leave for both birth and adoption, giving you precious time to bond with your new family addition.

• Continuing Education Allowance (for Eligible Positions): Banfield is committed to supporting the professional growth of our Associates. This allowance provides financial assistance to pursue continuing education opportunities.*

• Back-Up Child and Elder Care & Family Support Resources: When life's unpredictable moments arise, our backup care and family support benefits provide the help you need to keep things running smoothly.*

• Fertility and Family Building Support: We're here for you on your journey to parenthood, offering comprehensive support for fertility treatments and family-building options.

• Digital Exercise Therapy: Stay active and healthy with our digital exercise therapy program, designed to fit your busy lifestyle, and keep you moving.

• Voluntary Protection Benefits: Get peace of mind with protection against the unexpected. You can purchase coverage to help support you financially during hospital stays, critical illness, and accidents.*

• Legal Plan: Gain extra peace of mind with our affordable and accessible legal plan which includes coverage for a wide range of legal needs.*

• Identity Protection: Identity Protection helps safeguard your personal information by alerting you to suspicious activity and providing support if your information is stolen.*

• Commuter Benefits: Say goodbye to commuting stress with our commuter benefits, making your daily journey more convenient and cost-effective.*

• Three Free Optimum Wellness Plans for Pets: We care about your furry friends too! Enjoy three free wellness plans to ensure your pets receive the best preventive and general care.*

• Exclusive Discounts: Unlock a world of savings with our wide variety of exclusive discounts on products and services, making life more affordable and enjoyable.*

Benefits eligibility is based on employment status. Full-time (FT) Associates are eligible for all benefit programs (Student Debt Program available for FT DVMs only); Part-time Associates are eligible for those benefits with an asterisk (*).

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER. Banfield Pet Hospital® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Banfield Pet Hospital is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity and expression, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. Banfield Pet Hospital complies with all applicable federal, state and local laws governing nondiscrimination in employment in every Banfield location.

We believe that embracing inclusion and diversity enables us to live our Purpose:

A BETTER WORLD FOR PETS.