Shift Lead

SUMMARY OF JOB PURPOSE AND FUNCTIONThe primary purpose and function of the Shift Lead is to perform the duties of a CSC and/or veterinary assistant/technician, as well as provide continuity and operational support across all shifts, ensuring that the hospital always has leadership onsite to support associates and clients. The Shift Lead will help coordinate and guide the paraprofessional staff and support hospital leadership in maximizing the productivity and profitability of the hospital. This position will work with the Practice Manager and/or Chief of Staff (COS) to help ensure effective communication with clients, associates, Field Leadership, Central Team Support, and PetSmart.ESSENTIAL RESPONSIBILITIES AND TASKSThe ratio of time spent on leadership duties and paraprofessional responsibilities will vary depending on the hospital situation; the Shift Lead must use good judgment in prioritizing their duties on any given day, ensuring hospital productivity. On average, the ratio is expected to be about 20% leadership duties (primarily when the Practice Manager and/or Chief of Staff are not present) and 80% paraprofessional duties.Paraprofessional Responsibilities (approximately 80% of time):Live and exemplify the Five Principles of Mars, Inc. within self and team. Perform the duties of a CSC and/or veterinary assistant/technician, which may include the following:Actively recruit new clients by promoting hospital services.Manage routing the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.Maximize the number of pets seen by the hospital team through a productive and efficiently run hospital to support the needs of our wellness plan clients.Provide professional, efficient and exceptional service at all times.Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services.Assist incoming clients by completing the required documentation, entering all pet information and history in the computer.Assist outgoing clients by providing all necessary instructions, information and invoices.Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures.Act as the extra eyes, ears and hands for the veterinarian and veterinary technician.Ensure the safety of pets, clients and associates by utilizing safe restraining techniques.Assist with surgery as applicable.Utilize technical skills to the fullest, within state practice acts.Leadership Responsibilities (approximately 20% of time):Assist Practice Manager in developing an efficient, productive hospital team that provides the highest quality care and service.Support Practice Manager in hospital labor management.May assist Practice Manager in the selection, training, and day-to-day supervision of the paraprofessional team.Provide professional, efficient and exceptional client service.Assist Practice Manager in creating an environment where a team can deliver quality, efficient and effective veterinary care.Train and mentor new paraprofessional associates.Quality check medical records and hospital cleanliness.HIRING QUALIFICATIONS COMPETENCIESLeadershipPriority SettingApproachabilityConflict ManagementCustomer FocusCommunication SkillsCAPABILITIES AND EXPERIENCE (CAN DO)Ability to multi-task.Organizational ability.Problem solving skills.Intellectual ability.Mathematical ability.Computer skills.ATTITUDES (WILL DO)Initiative.Integrity.Cooperativeness.Flexibility.Independence.Tolerance for Stress / Resiliency.SPECIAL WORKING CONDITIONSAbility to be confident around pets. Client needs may often require more than 40 hours per week. This position often requires working weekends and evenings.EXPERIENCE, EDUCATION AND/OR TRAININGAssociate’s degree or veterinary technician certification/licensure preferred, or equivalent combination of education, training and experience. Two years experience required, with six months experience at Banfield preferred.

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