SUMMARY OF JOB PURPOSE AND FUNCTIONMake sure to apply with all the requested information, as laid out in the job overview below.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.
ESSENTIAL RESPONSIBILITIES AND TASKSThe 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.
Paraprofessional Responsibilities (approximately 80% of time):
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 the following:Actively recruit new clients by promoting hospital services.Manage routing the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.Maximize the number of pets seen by the hospital team through a productive and efficiently run hospital to support the needs of our wellness plan clients.Provide 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.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 (approximately 20% of time):
Assist Practice Manager in developing an efficient, productive hospital team that provides the highest quality care and service to the most pets and clients.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.Provide professional, efficient and exceptional client service, ensuring all associates do the same.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.Train and mentor new paraprofessional associates.Quality check medical records, go home medications, regulatory documentations, hospital cleanliness, and timeliness of doctors seeing exam room patients.Address broken equipment issues and assist in inventory management.THE FIVE PRINCIPLESQuality – 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
LeadershipPriority SettingApproachabilityDirecting OthersConflict ManagementCustomer FocusCommunication SkillsFunctional/Technical SkillsAction OrientedMotivating OthersCAPABILITIES AND EXPERIENCE (CAN DO)
Ability to multi-task – Manages multiple tasks at one time.Organizational ability – Demonstrates a systematic approach in carrying out assignments.Problem solving skills – Demonstrates a strong ability to identify, analyze and solve problems.Intellectual ability – Accurately and consistently follows instructions.Mathematical ability – Ability to add, subtract, multiply and divide.Computer skills – Comfortably and confidently uses a computer and specialized software.ATTITUDES (WILL DO)
Initiative – Shows willingness and aptitude to use own discretion in finding solutions.Integrity – Firmly adheres to the values and ethics of Banfield Pet Hospitals.Cooperativeness – Willing to work with others, collaborating and compromising where necessary.Flexibility – Is open to changing situations and opportunities.Independence – Able and willing to perform tasks without supervision.Tolerance for Stress / Resiliency – Maintains a positive outlook and composure under stress.WORKING CONDITIONSAbility to be confident around pets; client needs may often require more than 40 hours per week; requires working weekends and evenings; moderate noise level; ability to carry out instructions in various formats; requires ambulatory skills and ability to manipulate up to 50 pounds; good hand-eye coordination and visual acuity; routine exposure to pets and various hazards.
EXPERIENCE, EDUCATION AND/OR TRAININGAssociate's degree or veterinary technician certification/licensure preferred; two years experience required; prior supervisory experience preferred; medical background preferred.
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.
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