Shift Lead

Summary of Job Purpose and Function The Shift Lead performs the duties of a CSC and/or veterinary assistant/technician while providing continuity and operational support across all shifts. The role ensures that the hospital always has leadership onsite, coordinates the paraprofessional staff, and supports hospital leadership in maximizing productivity and profitability. Paraprofessional Responsibilities (approx. 80% of time) Live and exemplify the Five Principles of Mars, Inc. within self and the team. Recruit new clients by promoting hospital services and manage client routing. Maximize the number of pets seen by the team through efficient hospital operations. Provide professional, efficient, and exceptional service, including welcoming clients, educating them about pet health, preparing procedures not requiring veterinarian/technician, and monitoring hospitalized or surgical pets. Educate clients about Optimum Wellness Plans, preventive care, and hospital services. Complete client documentation, record pet histories, and use proper identification tags. Process outgoing clients by providing instructions, invoices, dispensing prescriptions, selling retail items, and scheduling appointments. Maintain accurate financial balances and follow opening/closing procedures. Support veterinarians and technicians to maximize quality pet care and productivity, communicating with associates to maintain patient flow. Obtain client information, maintain complete medical charts, and ensure pet safety using restraining techniques and standard protocols. Assist with surgeries as applicable and perform administrative functions. Utilize technical skills within state practice acts and NAVTA guidelines for veterinary assistant duties. Leadership Responsibilities (approx. 20% of time) Assist the Practice Manager in developing an efficient team that delivers high‑quality care and service. Support labor management, adjusting paraprofessional schedules. Help select, train, and supervise the paraprofessional team. Provide exemplary client service and resolve client issues. Create an environment for quality veterinary care and associate engagement. Facilitate communication among associates, clients, hospital leadership, and Central Team Support. Ensure adherence to dress and grooming guidelines and prepare equipment for surgery. Assign cases to VAs and prepare the team for daily cases, including triage and transfers. Identify process bottlenecks and propose solutions to improve medical operations. Coordinate with field leadership on client resolutions and invoice adjustments. Train and mentor new paraprofessionals. Quality‑check medical records, medications, regulatory documents, cleanliness, and timeliness of care. Address equipment issues and assist with inventory management. The Five Principles Quality – The consumer is our boss; quality is our work. Responsibility – Total responsibility from ourselves and others. Mutuality – A shared benefit endures. Efficiency – Use resources fully and only what we can best do. Freedom – Shape our future and remain profitable. Hiring Qualifications & Competencies Leadership: Priority setting, approachability, directing others, conflict management, customer focus, peer relationships, communication skills, action orientation, motivating others. Functional/Technical: Functional/technical skills, motivation, and communication. Capabilities & Experience: Ability to multi‑task, organization, problem solving, intellectual ability, mathematical ability, computer skills. Attitudes: Initiative, integrity, cooperativeness, flexibility, independence, stress resilience. Special Working Conditions Confidence around pets of all species. Work hours often exceed 40 hours, including weekends and evenings. Moderately high noise level. Requirement to interpret written, oral, or diagram instructions. Ambulatory and manual handling up to 50 pounds. 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. Two years of experience in a healthcare, veterinary, or service industry; six months at Banfield preferred. Prior supervisory experience preferred. Medical background with terminology training preferred. Pay and Benefits Pay range: $17.57 – $22.45 per hour. The rate depends on experience, skills, and education. Comprehensive Medical, Dental, and Vision Insurance 401(k) and Roth retirement plans 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 Associate life insurance (company‑paid) and supplemental options Short‑ and long‑term disability insurance (company‑paid) Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) Paid parental leave for 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 Legal plan and identity protection services Commuter benefits Three free Optimum Wellness Plans for pets Exclusive discounts on products and services Benefits eligibility based on employment status: full‑time associates have full access; part‑time associates have access to benefits with an asterisk. Equal Employment Opportunity Statement Banfield is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other status protected by law. #J-18808-Ljbffr