FT Shift Lead - Customer Service Coordinator

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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, 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 TASKS

The 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 actively recruiting 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, encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, 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, utilizing 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 (approximately 20% of time): Assist 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, focusing the team to achieve practice priorities while building our culture and brand. Support Practice Manager in hospital labor management which may include adjusting paraprofessional team’s schedules on a shift by shift basis. May assist 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 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 whole team on cases scheduled for the day, assist with any transfers of cases from day before or external referrals to provide continuity of care, triage the treatment board. Assist 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 documentations, hospital cleanliness, and timeliness of doctors seeing exam room patients. 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 – As individuals, we demand total responsibility from ourselves; as associates, we support the responsibility of others. Mutuality – A mutual benefit is a shared benefit; a shared benefit will endure. Efficiency – We use resources to the full, waste nothing and do only what we can do best. Freedom – We need freedom to shape our future; we need profit to remain free.

HIRING QUALIFICATIONS COMPETENCIES

Leadership Priority Setting Approachability Directing Others Conflict Management Customer Focus Peer Relationships Communication Skills Functional/Technical Skills Action Oriented Motivating Others

CAPABILITIES AND EXPERIENCE (CAN DO)

Ability to multi-task – manages multiple tasks simultaneously without loss of accuracy. Organizational ability – demonstrates a systematic approach in carrying out assignments and turning chaos into order. Problem solving skills – identifies, analyzes and solves problems, translating them into practical solutions. Intellectual ability – follows instructions delivered in oral, written, or diagram format accurately. Mathematical ability – adds, subtracts, multiplies, divides, calculates rates, ratios, percentages, and converts units of measurement. Computer skills – confidently uses a computer and specialized software.

ATTITUDES (WILL DO)

Initiative – uses discretionary judgment to find solutions and present options. Integrity – adheres to Banfield values and ethics with honesty and sound judgment. Cooperativeness – works with others, collaborates, and shares information promptly. Flexibility – adapts to changing situations and performs all tasks assigned. Independence – performs duties without supervision. Tolerance for Stress / Resilience – maintains a positive outlook and composure in stressful situations.

SPECIAL WORKING CONDITIONS

• Ability to be confident around pets (dogs, cats, birds, reptiles, etc.). • Client needs and work volume may often require more than 40 hours per week to complete essential duties of this job. • Often requires working weekends and evenings. • Moderate noise level in the work environment. • Ability to carry out instructions furnished in written, oral, or diagram form and solve problems involving several variables. • Requires ambulatory skills sufficient to perform duties while at hospital and to visit various locations. • Ability to stand, walk, stoop, kneel, crouch, and climb, and to manipulate up to 50 pounds. • Requires good hand‑eye coordination, arm‑hand‑finger dexterity, and visual acuity for keyboard use, equipment operation, and reading information. • Exposure to pets that may bite or scratch, occasional exposure to anesthesia, radiation, biological hazards, and medication/controlled substances.

EXPERIENCE, EDUCATION AND/OR TRAINING

Associate’s degree or veterinary technician certification/licensure preferred, or equivalent combination of education, training and experience providing the required knowledge, skills, and abilities. Two years experience in healthcare, veterinary profession, service‑type industry, etc. required; six months experience at Banfield preferred. Prior supervisory experience preferred. Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training preferred.

PAY RANGE

$16.65 - $21.28 Hourly 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, and education, and may vary depending on location or applicable minimum wage laws.

BENEFITS

Comprehensive Medical, Dental, and Vision Insurance: Peace of mind knowing your health and wellness are our top priorities. 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. Best-in-Class Student Debt Relief Program (for Full‑Time DVMs): Supporting our veterinary professionals in managing student debt. Paid Time Off and Holidays: Take a break, recharge your wellbeing, and celebrate days of personal significance. Top‑Tier Mental Health and Wellbeing Resources: Industry‑leading resources, including free coaching and counseling sessions, to support your overall wellbeing. Associate Life Insurance (company‑paid) & Supplemental Life Insurance: Protect your loved ones with company‑paid life insurance and optional additional coverage. Company‑Paid Short‑ and Long‑Term Disability: Financial protection if you face temporary or long‑term disability. Flexible Spending Accounts (FSA): Save on healthcare and dependent care expenses. Health Savings Account (HSA): Pay for medical expenses with pre‑tax funds. Paid Parental Leave: Paid parental leave for birth and adoption. Continuing Education Allowance (for Eligible Positions): Financial assistance to pursue continuing education opportunities. Back‑Up Child and Elder Care & Family Support Resources: Backup care and family support benefits. Fertility and Family Building Support: Support for fertility treatments and family‑building options. Digital Exercise Therapy: Digital program to stay active and healthy. Voluntary Protection Benefits: Coverage for unexpected events like hospital stays and accidents. Legal Plan: Affordable and accessible legal plan covering a wide range of legal needs. Identity Protection: Alerts for suspicious activity and support if information is stolen. Commuter Benefits: Convenient and cost‑effective commuting solutions. Three Free Optimum Wellness Plans for Pets: Free wellness plans for your pets. Exclusive Discounts: Savings on products and services. Benefits eligibility is based on employment status. Full‑time (FT) 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 Banfield Pet Hospital