Program Manager, Hospital Scheduling

Central Team Support Washington, Vancouver


Summary and Qualifications:

Support hospital associates and field leadership in optimal adoption and usage of the scheduling system.

Analyze scheduling data to track success metrics and provide actionable business insights to leadership at CTS and in the field.

Provide routine maintenance and troubleshooting of the software in partnership with the software vendors and Banfield IT to ensure Banfield maintains optimal integration with other enterprise software systems

Essential Responsibilities and Tasks:

  • Live and exemplify the Five Principles of Mars, Inc. within self and team.

  • Create detailed, accurate, and timely scheduling reports. Track scheduling success metrics.

  • Analyze scheduling data to ensure hospitals and associates are optimally using the scheduling software and provide actionable insights to senior leadership at CTS and in the field

  • Partner with field leadership to achieve and maintain target adoption rates.

  • Be a subject matter resource for the scheduling system, taking a lead in recommending process improvements.

  • Identify training opportunities and ensure that training is delivered as needed. Ensure system users are well informed of modifications and changes.

  • Partner with P&O Systems, HRIS, ERP and Data Warehouse teams on all systems related projects and in maintaining integrity of data interfaces and exports, resolving issues and data differences in a timely manner.

  • Perform continuous review of current system, maintaining scheduling effectiveness and efficiencies with the latest enhancements in place.

  • Act as a liaison between Banfield and vendors, resolving any system related issues with a high sense of urgency.

  • Provide routine maintenance, monitoring, troubleshooting and administration of the Kronos Workforce Dimensions and Branch software systems.

  • Act as the first point-of-contact for associates when they experience problems with the system. Escalate technical issues as needed to the software vendors or Banfield's internal IT team. Follow through on resolution.

  • Perform daily system interfaces and difference checker, resolving all issues generated from the difference report.

  • Assist in all aspects during systems upgrades, enhancements and implementation including UAT, creation of test scripts and review/approval of test results. Remain current on the features and functions of vendors' upgrades.

  • Proactively inform leadership at CTS and in the field on future features and functions.

  • Perform other job duties as assigned.

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.

  • 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, 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.

Experience, Education and/or Training:

  • Bachelor's degree in Management, business, data science, or relevant work experience is required or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities

  • Five years of Program or project management, system administration required.

  • Proficiency in Microsoft Office (Excel, PowerPoint, Outlook, Word, MS Teams, SharePoint) is required.

  • Strong analytical skills is required.

  • Excellent communication skills is required.

  • Experience with the following is a plus but not required: workforce management software, healthcare management, program and/or project management, system administration.


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.