Shift Lead Job Description The primary purpose 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 to help ensure effective communication with clients, associates, Field Leadership, Central Team Support, and PetSmart. Essential Responsibilities and Tasks: Live and exemplify the Five Principles of Mars, Inc. within self and team. Perform the duties of a CSC and/or veterinary assistant/technician, which may include actively recruiting new clients by promoting hospital services, managing the routing of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team, and providing professional, efficient, and exceptional service at all times. Educate clients about Optimum Wellness Plans, preventative care, pet health needs, and hospital services. 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 and veterinary technician to ensure the best quality pet care and to maximize the veterinarian's and veterinary technician'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. Utilize technical skills to the fullest, within state practice acts and as outlined in the NAVTA guidelines for veterinary assistant skills and duties. 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 which may include adjusting paraprofessional team's schedules on a shift by shift basis. May assist Practice Manager in the selection, training, and day-to-day supervision of the paraprofessional team to ensure quality medical care, exceptional client service, associate engagement, and maximum productivity. Provide professional, efficient, and exceptional client service (lead by example), ensuring all associates do the same, to include client education about Optimum Wellness Plans, preventive care, pet health needs, hospital services, marketing campaigns, and other related information; effectively resolve client issues. Assist Practice Manager in creating an environment where a team can deliver quality, efficient, and effective veterinary care to pets. Foster an environment that engages associates, where associates do their best and feel good about being a member of the team. Provide effective communication between associates, clients, hospital leadership, and Central Team Support. Ensure all hospital associates adhere to Banfield dress and grooming guidelines. Ensure all hospitalized pets are prepped and all equipment is ready for surgery. Ensure cases are assigned to VA's and that they are clear on their work responsibilities for the day. 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. Train and mentor new paraprofessional associates. Quality check medical records, go home medications, regulatory documentation, hospital cleanliness, and timeliness of doctors seeing exam room patients. Address broken equipment issues and assist in inventory management. 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 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. Hiring Qualifications Competencies: Leadership Priority Setting Approachability Directing Others Conflict Management Customer Focus Functional 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: Ability to be confident around pets Ability to work more than 40 hours per week Often requires working weekends and evenings Moderately high noise level Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables Requires ambulatory skills sufficient to perform duties while at hospital and to visit various locations 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 reach and grasp, and visual acuity to use a keyboard, operate equipment, and read information 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 Experience, Education, and/or Training: Associate's degree or veterinary technician certification/licensure preferred, or the equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities. Two years experience (healthcare, veterinary profession, service-type industry, etc.) required, with six months experience at Banfield preferred. Prior supervisory experience preferred. Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training preferred.