Shift Lead

Responsibilities 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 include: 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; this includes encouraging hospital visits, welcoming clients and pets, ensuring they are comfortable, educating them about their pet’s health, performing or preparing procedures that do not require veterinarian or veterinary technician assistance, completing preparatory work for other procedures, and monitoring hospitalized or surgical pets as allowed in the state practice acts. 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, utilizing proper collars and tags for identification, and ensuring prompt service. Assist outgoing clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian’s instructions, selling retail products and scheduling future appointments. 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 to ensure the best quality pet care and to maximize the veterinarian’s and veterinary technician’s productivity, and communicate with the other associates to maintain the flow of patients. Obtain relevant information and history from clients and maintain proper and complete medical charts. Ensure the safety of pets, clients and associates by utilizing safe restraining techniques, following standard protocols, and maintaining clean, sterile and organized treatment areas, exam rooms and labs. Assist with surgery as applicable. Utilize technical skills to the fullest within state practice acts and as outlined in the NAVTA guidelines for veterinary assistant skills and duties. Conduct administrative functions as necessary. Leadership Responsibilities Assist the Practice Manager in developing an efficient, productive hospital team that provides the highest quality care and service to the most pets and clients, following all Banfield protocols and practices, as well as all local, state and federal laws. Support the Practice Manager in hospital labor management, which may include adjusting the paraprofessional team’s schedules on a shift‑by‑shift basis. May assist the Practice Manager in the selection, training, and day‑to‑day supervision of the paraprofessional team to ensure quality medical care, exceptional client service, associate engagement and maximum productivity. Provide professional, efficient and exceptional client service (lead by example), ensuring all associates do the same, to include client education about Optimum Wellness Plans, preventive care, pet health needs, hospital services, marketing campaigns, and other related information; effectively resolve client issues. Assist the Practice Manager in creating an environment where a team can deliver quality, efficient and effective veterinary care to pets. Foster an environment that engages associates, where associates do their best and feel good about being a member of the team. Provide effective communication between associates, clients, hospital leadership and Central Team Support. Ensure all hospital associates adhere to Banfield dress and grooming guidelines. Ensure all hospitalized pets are prepped and all equipment is ready for surgery. Ensure cases are assigned to VAs and that they are clear on their work responsibilities for the day. Prepare the whole team on cases scheduled for the day, assist with any transfers from the day before or external referrals to provide continuity of care, and triage the treatment board. Assist the Practice Manager in identifying potential bottlenecks and formulating solutions to remove barriers in medical operations that would impede the doctors in providing world‑class preventive care and client service. Confer with field leadership and assist with client resolution decisions, invoice adjustments and client experience exceptions. Train and mentor new paraprofessional associates. Quality check medical records, go‑home medications, regulatory documentation, hospital cleanliness, and timeliness of doctors seeing exam room patients. Address broken equipment issues and assist in inventory management. Other job duties as assigned. Pay & Benefits Pay range for this role is $17.57 - $22.45 hourly. The range reflects a general hiring range for the area, with the specific rate determined based on the candidate’s experience, skill level, and education, and may vary depending on location or applicable minimum wage laws. Benefits Comprehensive Medical, Dental, and Vision Insurance Generous Retirement Plans (401(k) and Roth) with company match Best‑in‑Class 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 sessions Associate Life Insurance (company‑paid) and Supplemental Life Insurance Company‑Paid Short‑ and Long‑Term Disability coverage Flexible Spending Accounts (FSA) Health Savings Account (HSA) Paid Parental Leave for both birth and adoption Continuing Education Allowance (for eligible positions) Back‑Up Child and Elder Care & Family Support Resources Fertility and Family Building Support Digital Exercise Therapy program Voluntary Protection Benefits Legal Plan 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 FT DVMs only); part‑time associates are eligible for those benefits with an asterisk (*). #J-18808-Ljbffr