Shift Lead

If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs. Summary of Job Purpose and Function The primary purpose and function of the Shift Lead is to perform the duties of a CSC and/or veterinary assistant/technician, provide continuity and operational support across all shifts, and ensure 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 to help ensure effective communication with clients, associates, Field Leadership, Central Team Support, and PetSmart. Essential Responsibilities and Tasks The ratio of time spent on leadership duties and paraprofessional responsibilities will vary depending on the hospital situation; on average, the Shift Lead must allocate roughly 20% leadership duties (primarily when the Practice Manager or Chief of Staff are not present) and 80% paraprofessional duties. Paraprofessional Responsibilities (≈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 recruitment of new clients, managing client flow, maximizing the number of pets seen, and providing professional service at all times. Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services. Assist incoming clients by completing required documentation, entering pet information into the computer, and ensuring prompt service. Assist outgoing clients by providing instructions, information, invoices, dispensing prescription items, selling retail products, and scheduling future appointments. Manage finances by maintaining accurate balances and following opening and closing procedures. Act as extra eyes, ears, and hands for the veterinarian and veterinary technician to ensure quality pet care and to maximize productivity. Obtain relevant information and history from clients and maintain complete medical charts. Ensure safety of pets, clients, and associates by using safe restraining techniques and maintaining clean, sterile, and organized treatment areas, exam rooms, and labs. Assist with surgery as applicable and utilize technical skills within state practice acts and NAVTA guidelines. Perform administrative functions as necessary. Leadership Responsibilities (≈20% of time) Assist Practice Manager in developing an efficient, productive hospital team that provides the highest quality care and service. Support hospital labor management and adjust paraprofessional team schedules on a shift-by-shift basis. Assist in selection, training, and day-to-day supervision of the paraprofessional team. Provide professional, efficient, and exceptional client service, including client education and issue resolution. Create an environment where the team can deliver quality veterinary care and fosters associate engagement. Ensure effective communication between associates, clients, hospital leadership, and Central Team Support. Ensure all hospital associates adhere to dress and grooming guidelines. Prepare equipment for surgery and ensure cases are assigned to VAs with clear responsibilities. Prepare the team on scheduled cases, assist with transfers and triage the treatment board. Identify potential bottlenecks and formulate solutions to improve medical operations. Confer with field leadership on client resolution decisions, invoice adjustments, and client experience exceptions. Train and mentor new paraprofessional associates. Quality check medical records, home medications, regulatory documentation, hospital cleanliness, and timeliness of patient appointments. Address broken equipment issues and assist in inventory management. 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 – We expect total responsibility from ourselves and support the responsibility of others. Mutuality – A shared benefit is a shared benefit that endures. Efficiency – We use resources fully, waste nothing, and do only what we can do best. Freedom – We need freedom to shape our future and profit to remain free. Hiring Qualifications and Competencies Leadership – priority setting, approachability, directing others, conflict management, customer focus. Functional – peer relationships, communication skills, functional/technical skills, action oriented, motivating others. Capabilities and Experience (Can Do) Ability to multi‑task and shift attention quickly without loss of accuracy. Organizational ability to cut through confusion and create order. Problem‑solving skills to identify, analyze, and solve problems. Intellectual ability to follow instructions in oral or written form. Mathematical ability to compute rates, ratios, percents, and unit conversions. Computer skills and comfort using specialized software. Attitudes (Will Do) Initiative – willingness to take appropriate steps to find solutions and present ideas. Integrity – adherence to values and ethics, honesty, discretion, and sound judgment. Cooperativeness – willingness to work with others and share relevant information. Flexibility – openness to change and performance of all tasks assigned. Independence – ability to perform duties without supervision. Tolerance for stress – maintain a positive outlook, rebound from frustrations, and remain composed. Special Working Conditions Confidence around various pets. Work volume may require more than 40 hours per week, including weekends and evenings. Moderately high noise level in the work environment. Ability to perform tasks while standing, walking, stooping, kneeling, crouching, and carrying up to 50 pounds. Hand‑eye coordination, arm‑hand‑finger dexterity, and visual acuity for keyboard use and equipment operation. Exposure to pets that may bite or scratch, anesthesia, radiation, biological hazards, and controlled substances. Experience, Education and/or Training Associate’s degree or veterinary technician certification/licensure preferred, or equivalent education, training, and experience. Two years of experience in healthcare, veterinary profession, service‑type industry, etc.; six months at Banfield preferred. Prior supervisory experience preferred. Medical background with medical terminology training preferred. Pay Range The pay range for this role is $17.57–$22.45 per hour. The specific rate is determined based on candidate experience, skill level, and education, and may vary by location or applicable minimum wage laws. Benefits Comprehensive medical, dental, and vision insurance. Generous retirement plans (401(k) and Roth) with company match. Student debt relief program for full‑time DVMs. Paid time off and holidays. Mental health and wellbeing resources, including free coaching and counseling sessions. Associate life insurance (company‑paid) and optional supplemental coverage. Company‑paid short‑ and long‑term disability. Flexible spending accounts (FSA) and health savings accounts (HSA). Paid parental leave for birth and adoption. Continuing education allowance for eligible positions. Backup child and elder care and family support resources. Fertility and family building support. Digital exercise therapy program. Voluntary protection benefits. Legal plan coverage for a range of legal needs. Identity protection services. Commuter benefits. Three free Optimum Wellness Plans for pets. Exclusive discounts on products and services. About Us Banfield is a community of caring people marked by diverse thought, background, and approach. Together, we’re bonded by a commitment to our purpose: A better world for pets. Our pledge is to create an inclusive environment where associates can be themselves, so we can find value in our differences. We uphold the health and well-being of our associates. #J-18808-Ljbffr