Shift Lead

SUMMARY OF JOB PURPOSE AND FUNCTION

The Shift Lead performs CSC and/or veterinary assistant/technician duties while providing continuity and operational support across all shifts, ensuring the hospital always has leadership onsite to support associates and clients. The role coordinates and guides paraprofessional staff and supports hospital leadership in maximizing productivity and profitability, working closely with the Practice Manager or Chief of Staff to ensure effective communication with clients, associates, and central teams.

ESSENTIAL RESPONSIBILITIES AND TASKS

The ratio of time between leadership duties and paraprofessional responsibilities varies by hospital situation. On average, leadership duties account for about 20% of time and paraprofessional duties about 80%. Paraprofessional Responsibilities (≈80%) Live and exemplify the Five Principles of Mars, Inc. Recruit new clients by promoting hospital services and manage client flow to ensure superior care and maximize productivity. Provide professional, efficient, and exceptional service, including welcoming clients and pets, educating them about health needs, and performing or preparing procedures that do not require veterinarian or veterinary technician assistance. Assist clients with documentation, data entry, pet identification, and financial transactions. Manage finances, maintain accurate balances, and follow opening and closing procedures. Support veterinarians and veterinary technicians by ensuring the best quality pet care, maximizing their productivity, and communicating with other associates. Maintain medical charts, safety, cleanliness, and sterility; assist with surgery as applicable. Perform administrative functions as needed while adhering to state practice acts and NAVTA guidelines. Leadership Responsibilities (≈20%) Assist the Practice Manager in developing an efficient, productive team and managing labor, including schedule adjustments. Help select, train, and supervise the paraprofessional team. Lead by example in client service, ensuring all associates provide exceptional education about plans and products and resolve client issues. Create an environment that engages associates and facilitates high quality veterinary care. Ensure compliance with dress and grooming guidelines, surgical prep, case assignment, and daily team briefings. Identify bottlenecks and implement solutions to improve medical operations. Collaborate with field leadership on client resolution, invoicing, and experience exceptions. Train and mentor new associates and perform quality checks on records and equipment.

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

Multi‑tasking: handle multiple tasks quickly and accurately. Organizational ability: bring order and clarity to chaotic environments. Problem‑solving skills: identify, analyze, and propose practical solutions. Intellectual ability: follow detailed instructions and provide clear directions. Mathematical ability: perform basic arithmetic, calculations, and unit conversions. Computer skills: comfortable using software and systems.

ATTITUDES

Initiative: use discretion to find solutions, present ideas, and take on tasks. Integrity: adhere to Banfield values, displaying honesty and judgment. Cooperativeness: collaborate and share information with others. Flexibility: adapt to changing situations and tasks. Independence: perform duties without supervision. Stress resilience: remain positive, calm, and friendly under stress.

SPECIAL WORKING CONDITIONS

Confidence around all types of pets. Work may exceed 40 hours per week, including weekends and evenings. Moderately high noise level. Physical demands: standing, walking, stooping, kneeling, crouching, climbing, lifting up to 50 pounds. Good hand‑eye coordination, dexterity, and visual acuity. Exposure to pets, anesthesia, radiation, biological hazards, and medications.

EXPERIENCE, EDUCATION AND/OR TRAINING

Associate’s degree or veterinary technician certification/licensure preferred. Two years of experience in healthcare, veterinary, or service industry required; six months at Banfield preferred. Prior supervisory experience preferred. Medical background with veterinary terminology training preferred.

PAY RANGE

$21.27 – $27.18 per hour, based on experience, skill level, education, and location.

BENEFITS

Comprehensive Medical, Dental, and Vision Insurance – essential health coverage. Generous Retirement Plans (401(k) and Roth) – 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 – coaching and counseling. Associate Life Insurance (company‑paid) & Supplemental Life Insurance Company‑Paid Short‑ and Long‑Term Disability Flexible Spending Accounts (FSA) Health Savings Account (HSA) Paid Parental Leave Continuing Education Allowance (for Eligible Positions) Back‑Up Child and Elder Care & Family Support Resources Fertility and Family Building Support Digital Exercise Therapy Voluntary Protection Benefits Legal Plan Identity Protection Commuter Benefits Three Free Optimum Wellness Plans for Pets Exclusive Discounts Benefits eligibility is based on employment status. Full‑time associates are eligible for all benefit programs; part‑time associates are eligible for benefits marked with an asterisk (*). #J-18808-Ljbffr Banfield