Shift Lead

Banfield Pet Hospital•North Attleboro, MA

9d•Onsite

About The Position

The Shift Lead's primary role is to perform the duties of a CSC and/or veterinary assistant/technician, while also providing operational support and leadership across all shifts. This ensures continuous leadership presence to support associates and clients. The Shift Lead assists in coordinating paraprofessional staff and supports hospital leadership in maximizing hospital productivity and profitability. This position collaborates with the Practice Manager and/or Chief of Staff (COS) to ensure effective communication with clients, associates, Field Leadership, Central Team Support, and PetSmart.

Requirements

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.
Ability to multi-task.
Organizational ability.
Problem solving skills.
Intellectual ability.
Mathematical ability.
Computer skills.
Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.).
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 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.

Nice To Haves

Associate’s degree or veterinary technician certification/licensure preferred.
Six months experience at Banfield preferred.
Prior supervisory experience preferred.
Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training preferred.

Responsibilities

Perform the duties of a CSC and/or veterinary assistant/technician.
Actively recruit new clients by promoting hospital services.
Manage the routing 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 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 required documentation, entering 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 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 the extra eyes, ears, and hands for the veterinarian and veterinary technician to ensure the best quality pet care and to maximize their productivity.
Communicate with 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.
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.
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.
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 VAs and that they are clear on their work responsibilities for the day.
Prepare the whole team on cases scheduled for the day, assist with any transfers of cases from the day before or external referrals to provide continuity of care, and triage the treatment board.
Assist Practice Manager in identifying potential “bottlenecks” and formulating solutions to remove barriers in medical operations.
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.