Shift Lead Credentialed

Practice Manager Hospital

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.

Job Purpose/Overview

Perform the duties of a veterinary 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. 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.

Key Responsibilities

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

Perform the duties of a veterinary technician and/or CSC, which may include the following:

• Actively recruit new clients by promoting hospital services, Optimum Wellness Plans, preventative care and pet health needs.
• Manage routing the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.
• Provide professional, efficient and exceptional service at all times. This includes 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 assistance, completing preparatory work for other procedures, and monitoring hospitalized or surgical pets.
• 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 to ensure the best quality pet care and to maximize the veterinarian'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.

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.

Utilize technical skills to the fullest, within state practice acts regarding the duties of credentialed veterinary technicians. Conduct administrative functions as necessary.

Leadership Responsibilities:

• 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
• May assist Practice Manager in the selection, training, and day-to-day supervision of the paraprofessional team
• Assist Practice Manager in creating an environment where a team can deliver quality, efficient and effective veterinary care to pets.
• Provide effective communication between associates, clients, hospital leadership and Central Team Support.
• Ensure all hospital associates adhere to Banfield dress and grooming guidelines.
• 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.
• Address broken equipment issues and assist in inventory management.

Other job duties as assigned.

Context and Scope

The ratio of time spent on leadership duties and paraprofessional responsibilities will vary depending on the hospital needs; the Shift Lead VT 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.

Job Specifications/Qualifications

1. Education & Professional Qualification

Required Type of Degree: Veterinary technician certification or licensure required (CVT, RVT, LVT, and LVMT) Field of Study: Veterinary Preferred Associate's or Bachelor's degree from an AVMA accredited veterinary technology program.

2. Knowledge/Experience

Years of Experience Required: 2 In what area : Veterinary profession, healthcare, service industry Preferred Six months Banfield experience.

Required Must be able to perform all required skills of AVMA accredited veterinary technology programs at a level in which to aid in the efficiency of the practice. Preferred Prior supervisory experience

Preferred Medical background with medical terminology training.

Number of Direct Reports: 0 Levels of Direct Reports ( i.e., T2, T3, P1, B4, etc.): NA Total Team Size : NA

Functional/Technical Skills Approachability Customer Focus Peer Relationships Priority Setting Motivating Others

Key Functional Competencies & Technical Skills (3-5)

Standing Alone Delegation Driving for Results Conflict Management

Other Relevant Information About the Job

Delivers Consistent Results Creates Collaborative Relationships

Develops Talent Engages Associates

Practices Breakthrough Thinking Navigates Complex Challenges

Type, Level of Role, Competencies

(People or Functional/Technical Leadership)

Individual Contributor People Leader Senior Leader or Manager of Managers

If People Leader or Senior Leader

Complete how the job gets done and the way it operates

Key Supporting Competencies (4-6)

(Note: competencies selected should be job related)

Roles on your team you'd consider a peer ( job title vs. name ): Shift Lead

Leadership:

Is this position responsible for providing training/support to new members of the team? Yes Is this position responsible for ongoing mentorship/coaching of other members of the team? Yes Impact: This position is responsible for: Quality of tasks/service provided This position's impact is : Their own job If Other, please explain : Click or tap here to enter text.

Communication & Interpersonal Skills: The primary type of communication required for success in this role is : Informative Toward which roles? Hospital Team Is there significant communication outside VHG or Mars? No If so, please explain : Click or tap here to enter text.

Which roles will this one interact with regularly? Practice Manager, Veterinary Assistant/Technician, Client Service Coordinator Travel:

Will there be notable travel in this position ? No Percent of time : 0%

Ability to be confident around pets (i.e., 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. This position often requires working weekends and evenings Noise level in the work environment is moderately high.

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. Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion, exposed to anesthesia, radiation, biological hazards and medication/controlled substances.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORT