Shift Lead

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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.

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.

• live and exemplify the five principles of mars, inc. Within self and team.
• perform the duties of a csc and/or veterinary assistant/technician, including recruiting new clients, managing client flow, maximizing pet visits, providing exceptional service, encouraging hospital visits, welcoming clients and pets, educating them about 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 allowed by state practice acts.
• educate clients about optimum wellness plans, preventative care, pet health needs and hospital services.
• assist incoming clients by completing 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 finances by maintaining accurate balances and utilizing proper opening and closing procedures.
• act as extra eyes, ears and hands for the veterinarian and veterinary technician to ensure best quality pet care and maximize productivity, and communicate with associates to maintain flow of patients.
• obtain client information and maintain proper medical charts.
• ensure safety of pets, clients and associates by utilizing safe restraint techniques, following standard protocols, and maintaining clean, sterile and organized treatment areas, exam rooms and labs.
• assist with surgery as applicable and utilize technical skills to the fullest within state practice acts and navta guidelines.
• conduct administrative functions as necessary.

• assist practice manager in developing an efficient, productive hospital team that provides highest quality care and service to pets and clients, following all banfield protocols and local, state and federal laws.
• support practice manager in hospital labor management, including adjusting paraprofessional team’s 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, exceptional client service and associate engagement.
• provide professional, efficient and exceptional client service by leading by example, ensuring all associates do the same, and effectively resolving client issues.
• assist in creating an environment where a team can deliver quality, efficient, and effective veterinary care to pets.
• foster an environment that engages associates, where they do their best and feel good about being a member of the team.
• provide…