Shift Lead

Job Summary 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 to support associates and clients, maximizes team productivity, and enhances profitability. ESSENTIAL RESPONSIBILITIES AND TASKS The ratio of time spent on leadership duties and paraprofessional responsibilities varies by hospital situation. On average, the Shift Lead is expected to allocate roughly 20% to leadership duties and 80% to paraprofessional duties. Paraprofessional Responsibilities (≈80% of time) Live and exemplify the Five Principles of Mars, Inc. within self and team. Actively recruit new clients by promoting hospital services and build relationships with existing clients. Manage client flow to ensure superior care and maximize productivity of the veterinary medical team. Maximize the number of pets seen by the hospital team through efficient operations. Provide professional, efficient, and exceptional service at all times, including welcoming clients, ensuring comfort, educating them about pet health, and performing procedures not requiring veterinarian or veterinary technician assistance. Educate clients about Optimum Wellness Plans, preventive care, pet health needs, and hospital services. Assist incoming clients by completing required documentation and entering all pet information and history into the computer system. Assist outgoing clients by providing instructions, invoices, dispensing prescription items, selling retail products, and scheduling future appointments. Manage finances by maintaining accurate balances and following proper opening and closing procedures. Act as extra eyes, ears, and hands for the veterinarian and veterinary technician to ensure quality care and maximize productivity, communicating with associates to maintain patient flow. Obtain relevant information and history from clients and maintain complete medical charts. Ensure safety of pets, clients, and associates by using safe restraining techniques, following standard protocols, and maintaining clean, sterile, organized treatment areas, exam rooms, and labs. Assist with surgery as applicable and utilize technical skills within state practice acts and NAVTA guidelines for veterinary assistant duties. Perform administrative functions as necessary. Leadership Responsibilities (≈20% of time) Assist the Practice Manager in developing an efficient, productive hospital team to deliver the highest quality care and service, following Banfield protocols and all applicable laws. Support hospital labor management, including adjusting paraprofessional schedules on a shift‑by‑shift basis. Assist in selection, training, and day‑to‑day supervision of the paraprofessional team to ensure quality medical care and exceptional client service. Model professional client service, including education about Optimum Wellness Plans, preventive care, and other related information; effectively resolve client issues. Assist the Practice Manager in creating an environment where the team delivers efficient veterinary care. Engage associates, fostering a culture where they perform their best and feel valued. Provide effective communication between associates, clients, hospital leadership, and Central Team Support. Ensure all hospital associates adhere to dress and grooming guidelines. Ensure all hospitalized pets are prepped and equipment is ready for surgery. Ensure cases are assigned to veterinary assistants and that they understand responsibilities for the day. Prepare the team on scheduled cases, assist transfers from prior days or external referrals, and triage the treatment board. Identify potential bottlenecks and formulate solutions to improve medical operations. Confer with field leadership on client resolution decisions, invoice adjustments, and client experience exceptions. Train and mentor new paraprofessional associates. Conduct quality checks on medical records, home medications, regulatory documentation, hospital cleanliness, and timely physician examinations. Address equipment issues and assist in inventory management. Perform 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 – We demand total responsibility from ourselves and support the responsibility of others. Mutuality – Mutual benefit is a shared benefit that endures. Efficiency – We use resources fully, waste nothing, and do only what we can do best. Freedom – We shape our future and need profit to remain free. Hiring Qualifications & Competencies 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, organizational ability, problem solving skills, intellectual ability, mathematical ability, computer skills. Attitudes (Will Do): Initiative, Integrity, Cooperativeness, Flexibility, Independence, Tolerance for Stress / Resiliency. Special Working Conditions Confidence around a variety of pets (dogs, cats, birds, reptiles, etc.). Work volume may require more than 40 hours per week; positions often include weekends and evenings. Moderately high noise level in the environment. Ambulatory skills sufficient to perform duties while at hospital and to visit various locations. Ability to lift, carry, and move up to 50 pounds with good hand‑eye coordination and dexterity. Exposure to pets that may bite or scratch, anesthesia, radiation, biological hazards, and medication or controlled substances. Experience, Education and/or Training Associate’s degree or veterinary technician certification/licensure preferred, or equivalent training and experience. Two years of experience required, with six months at Banfield preferred. Prior supervisory experience preferred. Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training preferred. EEO Statement WE ARE A DRUG‑FREE, SMOKE‑FREE, EQUAL OPPORTUNITY EMPLOYER. Company Policy, Federal and State Laws Forbid Discrimination Because of Age, Color, Race, Religion, Sex, Disability, Sexual Orientation or National Origin. Pay Range $17.57 – $22.45 per hour (location and experience may vary). Benefits Comprehensive medical, dental, and vision insurance. Generous retirement plans (401(k) and Roth) with company match. Student debt relief program for full‑time veterinarians. Paid time off and holidays. Top‑tier mental health and wellbeing resources, including free coaching and counseling. Associate life insurance (company‑paid) and supplemental life insurance. Company‑paid short‑ and long‑term disability. Flexible spending account (FSA) and health savings account (HSA). Paid parental leave for birth and adoption. Continuing education allowance for eligible positions. Backup child and elder care and 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. #J-18808-Ljbffr