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 AND TASKS
- 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.
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