Scheduling Support Specialist - West

This remote position will support the Banfield Pet Hospital locations in the West region.

Summary and Qualifications

The Scheduling Support Specialist serves as the single intake point for all doctor coverage needs, applying enterprise level prioritization to ensure timely, compliant, and well-matched assignments. It manages the full lifecycle of shift creation, routing, conflict checks, and confirmation within the scheduling system while maintaining strong partnerships with locum doctors, Field Directors and Practice Managers. The role enforces governance standards, supports post-shift reconciliation and delivers KPI reporting that informs operational and financial performance. It also drives continuous improvement by gathering feedback, refining workflows and supporting evolving locum and relief scheduling processes.

Essential Responsibilities and Tasks

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Serve as the single intake point for all locum demand, routing all requests through the centralized timekeeping system and adheres to enterprise governance.
• Apply enterprise-level prioritization logic to assess demand based on urgency, market impact, staffing policies and DVM fit, balancing both planned and unplanned scheduling needs.
• Create, route, and manage open shifts in the timekeeping system, applying system guardrails such as travel radius, shift type, and compensation premium.
• Manage the full assignment lifecycle, including system broadcasts to qualified locums, conflict checks (e.g., adequate rest, no double-booking), and final assignment confirmation.
• Build and maintain strong relationships with locum doctors, managing preferences, availability, where optimal, and apply ongoing communication to support reliable scheduling.
• Partner closely with Field Directors and Practice Managers to validate demand, ensure hospital readiness, and maintain clear workflows for all scheduling needs.
• Manage relationships with relief organizations to ensure smooth operations
• Administer and oversee the centralized governance model including documentation (e.g. compensation premium overrides, rate governance compliance and system embedded controls).
• Participate in post-shift reconciliation, performing day-level validation, premium cost tracking, and service levels review to ensure accuracy, financial integrity, compliance and performance.
• Track, analyze, and report on key performance indicators (KPIs), such as fill performance, relief-to-locum mix, and premium spend, contributing to weekly performance reviews.
• Identify process gaps and drive continuous improvement. Gather stakeholder feedback, share best practices, and support future enhancements to centralized doctor scheduling and locum support processes.
• Other job duties as assigned.

Special Working Conditions

• Ability to work at a computer for long periods of time.
• 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.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 25 pounds.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.
• The noise level in the work environment is normally moderate.
• Environment where pets are present.
• The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience, Education and/or Training

• High school diploma or equivalent is required.
• Bachelor’s degree in healthcare, business administration, computer science or a related field is preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
• Three or more years of experience in a role requiring administrative support, coordination, scheduling, or logistics management are required.
• Proven success in stakeholder partnership, communication and relationship building, ideally working with field leaders, clinicians or distributed teams, to validate demand and manage expectations is required.
• Experience managing complex, multi-step processes within a centralized system is required.
• Ability to interpret and apply policy guardrails and comfortability with data tracking and KPI reporting is required.
• Demonstrated experience using scheduling software, enterprise resource planning (ERP), or a centralized ticketing system (experience with Krono is a strong plus) is preferred.
• Demonstrated expertise in practice level workflows as it relates to work schedules, with a strong grasp of how operational factors drive coverage needs is preferred.
• Experience in a multi-site healthcare, veterinary, or retail environment is preferred.

Salary Range

The pay range for this role is $30.77 - $38.46/hour.

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.

This posting will remain open for a minimum of two weeks or until a sufficient pool of qualified applicants has been received.

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.*
• 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; 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, 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. #FT