Area Chief of Staff
Summary Of Job Purpose And Function
The primary purpose and function of the Chief of Staff is to manage the hospital and ensure the highest quality of veterinary care, exceptional client service, associate engagement, and maximum productivity of the veterinary medical team. This position advocates for pets and their quality of life; builds a long-term bonding relationship with clients; contributes to the development and maintenance of the human-pet bond; educates clients and hospital associates on all aspects of pet health. The Chief of Staff partners with the Practice Manager (if applicable) to operate an effective and productive veterinary medical team, ensure a safe and engaging hospital environment, and improve both the medical quality and business performance of the hospital.
Essential Responsibilities And Tasks
Liv[e] and exemplify the Five Principles of Mars, Inc. within self and team.
Partner with the Practice Manager (if applicable) to manage the hospital as role models and champions of the Banfield brand to provide consistent high-quality care and exceptional service to the most pets and clients and to maximize efficiency, productivity and profitability.
Train the team on Banfield guidelines and practices and supervise associates to ensure compliance.
Oversee and train associates on professional, efficient and exceptional client service (lead by example), to include client education about Optimum Wellness Plans, preventive care, pet health needs, hospital services, marketing campaigns, and other related information; effectively resolve client issues.
Follow all Banfield protocols and practices and be responsible for ensuring that associates achieve practice priorities while building our culture and brand.
Identify potential “bottlenecks” and formulate solutions to remove barriers in medical operations that would impede the doctors from providing world class care.
Partner with the Medical Director, Field Director, and Practice Manager (if applicable) to interview, select, train, develop, coach, mentor and, if necessary, discipline and terminate hospital associates.
Direct, lead and mentor Associate Veterinarians to realize their full professional potential and deliver outstanding, high quality medical care, client service and business results.
Effectively create and maintain veterinarians’ schedules and work with Practice Manager to schedule associates to meet client needs according to Banfield guidelines, while proactively planning time off and CE scheduling.
Provide effective communication between associates, clients, field leadership and Central Team Support.
Create a collaborative environment and develop an efficient, productive hospital team that provides the highest quality care and service to the most pets and clients.
Develop annual planning, budgeting and hospital productivity levels for the hospital in partnership with the Practice Manager (if applicable), Field Director and Medical Director.
Partner with area Field Director and Medical Director to execute market objectives, goals, strategies and measurements (OGSMs).
Deliver outstanding financial results for assigned hospital.
Responsible for the development of technical, medical skills for veterinary assistants/technicians.
Ensure compliance with all practice policies and procedures and with all local, state and federal laws.
Hiring Qualifications / Competencies
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.
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.
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.
Commitment to continual learning.