Client Experience Shift Lead, AVECCC

Ethos Veterinary Health•Gilbert, AZ

2d•$18 - $24•Onsite

About The Position

AVECCC is a 24‐hour veterinary emergency and critical care hospital in Gilbert, AZ. We have the most skilled doctors in the state and provide significantly complex treatments in the western US. Our Veterinary Technicians and Technician Assistants have amazing opportunities to learn and participate in procedures such as dialysis and total plasma replacements. Our clinical team works closely with neurologists, internists, dermatologists, oncologists and a surgical team to provide the highest quality care to our patients. AVECCC is an organization that prides itself on its core values to drive a dynamic culture. We offer a unique training program that offers many opportunities to learn and grow from Technician Assistant to our Senior Veterinary Technicians, shift leads, supervisors, and managers. AVECCC has a commitment to health and wellness, not only for our patients, but also for our staff. To help manage burnout and compassion fatigue, employees have access to an onsite social worker dedicated to their personal wellness. We offer a sign on bonus for experienced emergency technicians, competitive pay, quarterly bonuses, CE allowance, full benefit packages, 401K with a company match, overnight pay differential, and Paid Time Off. Shift Lead Expectations Positive attitude The Shift Lead should always bring a positive attitude to the workplace. Emotional Intelligence should be practiced and strengthened to help during difficult or stressful situations (additional training and guidance will be provided as a new shift lead to increase emotional intelligence) The Shift Lead should speak positively about themselves and about others Lead by Example The Shift Lead should model a professional behavior at all times Modeling the expectations for the team like: proper patient care, cleanliness, appropriate PPE, completing tasks, client communication, giving feedback, receiving feedback Act as a mentor and support Follow all hospital policies and procedures The Shift Lead should show their willingness to grow and learn, be transparent about their areas of opportunity and their action plan to improve Training/Coaching Identify areas of opportunity for growth within the team Encouraging staff to try new things with Shift Lead guidance and training Provide effective feedback on areas for growth Document coaching conversations and processes to implement training with assistance from Supervisor Communication Participate in any Shift Lead meetings to identify areas of opportunity, things going well and develop supervisory skills (ideally in person) Communicate any policy or procedure changes to support staff in a positive manner, supporting leadership decisions even if you disagree. Always agree to try something and give feedback if not working Engagement Enforce team participation in beginning of shift huddles to build teamwork and comradery Identify any staff members feeling disengaged or burned out to intervene and find out how to correct the situation Reinforce a positive work environment Discourage negative attitudes and gossip/venting Seek out additional growth opportunities in leadership Workflow and Day to Day Work with the supervisors and senior leadership to ensure proper staffing Assist in training team members to meet the skill set required Managing time - sending team members home early when slow, avoid overtime for all CA staff Help the supervisor with staffing needs and scheduling Assign duties to team members to ensure fair teamwork throughout the shift Ensure work spaces are cleaned, organized and look professional from a client standpoint Client Experience De-escalation- help support the team with skills to de-escalate as well as be next point of contact for clients when team cannot de-escalate. Ensure clients receive the best possible care by communicating wait times, checking in on them, providing water/snacks/comfort. Lead by example, take extra time to go into lobby and chat with clients. Make them feel heard, comforted and valued. Team chatter at CA desk kept to a minimum and at low volume. All chatter must be professional as heard by clients. The Shift Lead will ensure that team members follow this policy.

Responsibilities

The Shift Lead should always bring a positive attitude to the workplace.
Emotional Intelligence should be practiced and strengthened to help during difficult or stressful situations
The Shift Lead should speak positively about themselves and about others
The Shift Lead should model a professional behavior at all times
Modeling the expectations for the team like: proper patient care, cleanliness, appropriate PPE, completing tasks, client communication, giving feedback, receiving feedback
Act as a mentor and support
Follow all hospital policies and procedures
The Shift Lead should show their willingness to grow and learn, be transparent about their areas of opportunity and their action plan to improve
Identify areas of opportunity for growth within the team
Encouraging staff to try new things with Shift Lead guidance and training
Provide effective feedback on areas for growth
Document coaching conversations and processes to implement training with assistance from Supervisor
Participate in any Shift Lead meetings to identify areas of opportunity, things going well and develop supervisory skills
Communicate any policy or procedure changes to support staff in a positive manner, supporting leadership decisions even if you disagree. Always agree to try something and give feedback if not working
Enforce team participation in beginning of shift huddles to build teamwork and comradery
Identify any staff members feeling disengaged or burned out to intervene and find out how to correct the situation
Reinforce a positive work environment
Discourage negative attitudes and gossip/venting
Seek out additional growth opportunities in leadership
Work with the supervisors and senior leadership to ensure proper staffing
Assist in training team members to meet the skill set required
Managing time - sending team members home early when slow, avoid overtime for all CA staff
Help the supervisor with staffing needs and scheduling
Assign duties to team members to ensure fair teamwork throughout the shift
Ensure work spaces are cleaned, organized and look professional from a client standpoint
De-escalation- help support the team with skills to de-escalate as well as be next point of contact for clients when team cannot de-escalate.
Ensure clients receive the best possible care by communicating wait times, checking in on them, providing water/snacks/comfort.
Lead by example, take extra time to go into lobby and chat with clients. Make them feel heard, comforted and valued.
Team chatter at CA desk kept to a minimum and at low volume. All chatter must be professional as heard by clients. The Shift Lead will ensure that team members follow this policy.