Area Chief of Staff

Chief of Staff

The pay range for this role (full‑time) is $117,719 - $170,039. This role is also eligible for variable pay based on production in all states except Puerto Rico. 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, and education, and it may vary depending on location and schedule.

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 medical quality and business performance of the hospital.

Essential Responsibilities and Tasks

The ratio of time spent on leadership duties and practicing veterinarian responsibilities will vary depending on the hospital situation; the Chief of Staff must use good judgment in prioritizing duties on any given day to ensure hospital productivity. On average, the ratio is expected to be about 20%‑30% leadership duties and 70%‑80% veterinarian duties.

Leadership Responsibilities (approximately 20–30% of time)

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Partner with the Practice Manager to manage the hospital as role models and champions of the Banfield brand, delivering consistent high‑quality care and exceptional service to the most pets and clients while maximizing efficiency, productivity, and profitability.
• Train the team on Banfield guidelines and practices, supervise associates to ensure compliance.
• Oversee and train associates on professional, efficient and exceptional client service (lead by example), including client education about Optimum Wellness Plans, preventive care, pet health needs, hospital services, marketing campaigns, and other related information, and effectively resolve client issues.
• Follow all Banfield protocols and practices; ensure associates achieve practice priorities while building culture and brand.
• Identify potential bottlenecks and formulate solutions to remove barriers in medical operations that would impede doctors from providing world‑class care.
• Partner with the Medical Director, Field Director, and Practice Manager to interview, select, train, develop, coach, mentor, discipline, and if necessary, 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.
• Work with the Medical Director to establish development plans (PDPs) for Associate Veterinarians and focus groups to deliver the practice priorities and exceed goals while building culture and brand.
• Create and maintain veterinarians’ schedules and work with the 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.
• Act as a communications liaison, holding routine hospital team meetings, sharing business information and messaging to all hospital associates, ensuring they remain informed, engaged, and have opportunities to provide feedback.
• Provide inspirational leadership to the team by creating a positive professional relationship with the Practice Manager, PetSmart associates, adoption center agencies, 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 in partnership with the Practice Manager, Field Director, and Medical Director.
• Partner with the area Field Director and Medical Director to execute market objectives, goals, strategies, and measurements (OGSMs).
• Participate in market‑level teams, discussions, and initiatives.
• Partner with the Practice Manager to deliver outstanding financial results for the assigned hospital.
• Ensure all associates adhere to Banfield dress and grooming guidelines.
• Provide leadership to other area hospitals as needed throughout the market.
• Ensure compliance with all practice policies and procedures and with all local, state, and federal laws.
• Other job duties as assigned.

Associate Veterinarian Responsibilities (70–80% of time)

• Establish trust and gain client confidence through delivering appropriate preventive care, performing complete diagnostic workups, developing thorough treatment plans, communicating home‑care instructions, and planning follow‑up visits.
• Assimilate information gathered through effective history taking, physical examination, and diagnostic workup to arrive at an appropriate and effective clinical decision.
• Practice evidence‑based medicine and preventive care when data or guidelines exist, using sound judgment when they do not.
• Practice veterinary medicine compliantly with the State Veterinary Practice Act, Federal and/or State Controlled Substance laws, and Banfield Code of Ethics, while ensuring that the hospital team maintains complete medical records that meet practice quality control guidelines.
• Lead the veterinary hospital team through the daily schedule and caseload, delegating tasks to paraprofessionals and improving hospital efficiency.
• Provide professional, efficient and exceptional service, including prescribing and administering preventive care for wellness needs and diagnosing and treating diseases and injuries.
• Advocate for preventive care and adoption of wellness plans.
• Effectively communicate diagnosis and treatment plan to the veterinary medical team and client.
• Prescribe and administer drugs and vaccines as appropriate.
• Perform surgery on pets as necessary within Banfield’s protocols, using standard medical instruments and equipment.
• Promote safety of pets, clients, and associates by ensuring the hospital team uses safe restraining techniques, follows standard practice guidelines, and maintains clean, sterile and organized treatment areas, exam rooms, and laboratory areas.
• Strive to achieve performance metrics outlined by medical and field leadership.
• Demonstrate integrity and ethics in all actions and behaviors.
• Address and resolve client concerns arising from the medical care of a pet.
• Develop strong, lasting relationships with clients.
• 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
• Conflict Management
• Customer Focus
• Developing Direct Reports
• Directing Others
• Building Effective Teams
• Functional Hiring and Staffing
• Communication Skills
• Managing and Measuring Work
• Peer Relationships
• Drive for Results

Capabilities and Experience (Can Do)

• Ability to multi‑task – Manages multiple tasks at one time; quickly and accurately shifts attention among many tasks under distracting conditions.
• Organizational ability – Demonstrates a systematic approach in carrying out assignments and is very orderly.
• 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 and translate them into practical solutions.
• Intellectual ability – Accurately and consistently follows instructions delivered in an oral, written, or diagram format.
• Mathematical ability – Ability to add, subtract, multiply, divide, compute rates, ratios, and percent; able 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 finding solutions to problems and presents options and ideas to enhance current processes.
• Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospitals.
• Cooperativeness – Willing to work with others, collaborating and compromising where necessary; promptly shares relevant information.
• Flexibility – Is open to changing situations and opportunities and is willing to perform all tasks assigned.
• Independence – Able and willing to perform tasks without supervision.
• Tolerance for Stress / Resiliency – Maintains a positive “can‑do” outlook, rebounds quickly from frustrations, and maintains composure while dealing with stressful situations.

Special Working Conditions

Ability to be confident around pets (dogs, cats, birds, reptiles, etc.). Client needs and work volume may often require more than 40 hours per week. This position requires special hours including weekends and evenings. The noise level in the work environment is moderately high. Ability to perform tasks while at the hospital and to carry, lift, and move up to 50 pounds. Good hand‑eye coordination, finger‑hand‑arm dexterity, and visual acuity to use a keyboard and operate medical equipment. Exposure to pets that may bite or scratch, and on occasion to anesthesia, radiation, biological hazards, and medication or controlled substances. Some travel required to assist other area hospitals, vendor visits, and associate education.

Experience, Education and/or Training

Doctor of Veterinary Medicine (DVM/VMD) or equivalent degree required. Veterinary license in good standing or eligibility for licensure with the applicable state veterinary board. Two years clinical experience required. One to three years coaching and developing associate doctors required. Meets all required clinical competencies.

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• Generous 401(k) and Roth retirement plans with company match
• Student Debt Relief Program for full‑time DVMs
• Paid Time Off and Holidays
• Top‑tier mental health and wellbeing resources, including free coaching and counseling
• Associate Life Insurance (company‑paid) and optional supplemental life insurance
• Company‑paid short‑ and long‑term disability
• Flexible Spending Accounts (pre‑tax)
• Health Savings Account (tax‑advantaged)
• Paid parental leave for birth and adoption
• Continuing Education allowance (eligible positions)
• Backup child and elder care and family support resources
• Fertility and family‑building support
• Digital exercise therapy program
• Optional voluntary protection benefits
• Legal plan covering a wide range of needs
• Identity protection
• Commuter benefits
• Three free Optimum Wellness Plans for pets
• Exclusive discounts on products and services

Benefits eligibility is based on employment status. Full‑time associates are eligible for all benefit programs (student debt program available for full‑time DVMs only); part‑time associates are eligible for those benefits with an asterisk (*).

Equal Opportunity Employer

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. 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 at every location.

E‑EO/EEO Statement

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.