Team Lead

VetnCare•Napa, CA

18d

About The Position

The Team Lead supports daily veterinary hospital operations while remaining actively involved in frontline work and patient or client support. Depending on their functional area, duties may include advanced veterinary assistant or RVT clinical responsibilities, client service workflows and communication, patient admissions and discharges, scheduling and coordination, and support for hospital flow. The role helps ensure staffing, workflow, patient movement, and operational execution align with priorities established by the attending DVM, while maintaining safety, compliance, and operational standards and escalating concerns appropriately. Throughout the shift, the Team Lead monitors hospital flow, helps redirect teammates to areas needing support, and assists the Hospital Manager/Administrator with the daily deployment plan. They monitor lobby flow, phones, appointments, patient movement, worklists, and operational queues; coordinate communication between the front and back of the hospital; identify bottlenecks and disruptions; and escalate facilities, equipment, safety, or compliance concerns. When a manager is not on the floor, the Team Lead is the primary point of contact for workflow coordination and shift support within their scope. Medical direction, case management, patient care decisions, and treatment plans remain under the authority of the attending DVM. The Team Lead trains and supports new and developing team members by teaching skills, coaching in the moment, and supporting training on workflows, systems, communication standards, and role-specific skills. They may maintain training resources, track training completion, and escalate training gaps. They model calm, professional communication with clients, support teammates in compassionate conversations, professionally de-escalate difficult situations, and escalate unresolved client concerns to the Hospital Manager/Administrator with clear communication and documentation. The role leads by example in professionalism, teamwork, and accountability; shares observations about team dynamics and workflow gaps with hospital leadership; and participates in Team Lead meetings, training, continuing education, and Hospital Leadership Meetings as requested. The Team Lead supports hospital operations, workflow execution, and teammate coordination and does not replace or supersede the authority of the attending DVM or Clinical Director. The position requires sustained physical activity throughout each shift and may involve clinical or operational responsibilities, exposure to biological materials, chemicals, airborne pathogens, moderate to high noise levels, and emotionally demanding situations. Reasonable accommodations may be made for individuals with disabilities.

Requirements

At least 2 years of experience in a veterinary hospital or healthcare environment.
Demonstrated strength and advanced proficiency within a functional area such as clinical support, client service, or hospital operations workflow.
Ability to teach workflows and skills to others, not just perform them.
Strong verbal and written communication skills.
Strong organizational skills and ability to prioritize in a fast-paced environment.
Proficiency or willingness to learn VetnCare systems, such as Pulse and Google Suite.
Consistent, reliable, and accountable performance every shift.

Nice To Haves

Prior experience in a senior, charge, mentorship, or lead role in veterinary medicine, healthcare, or customer service environments.
Familiarity with Pulse, Smartflow, or similar practice management systems.
Bilingual skills.
Fear Free certification, maintained annually.

Responsibilities

Perform duties at a high level within the assigned functional area throughout every shift while supporting frontline hospital operations and patients or clients.
Support attending DVM priorities by helping align staffing, workflow, patient movement, and operational execution with medical needs.
Maintain awareness of safety, compliance, and operational standards and escalate concerns appropriately.
Monitor hospital flow and help redirect teammates to where support is needed most.
Support the Hospital Manager/Administrator in executing the daily deployment plan and maintaining coverage, balanced workflow, and operational priorities.
Monitor lobby flow, phones, appointments, and patient movement to support an organized client experience.
Review task worklists and operational queues to help ensure work is completed consistently and accurately.
Coordinate communication between the front and back of the hospital to reduce delays and workflow gaps.
Identify bottlenecks, scheduling concerns, and operational disruptions early and escalate them appropriately.
Escalate facilities, equipment, safety, or compliance concerns promptly to the Hospital Manager/Administrator.
Serve as the primary point of contact for workflow coordination and shift support within scope when a manager is not on the floor; escalate matters beyond that scope.
Train and support new and developing team members by teaching skills and providing in-the-moment coaching.
Support training on workflows, systems, communication standards, and role-specific skills.
Maintain training guides, onboarding tools, or department resources as assigned; track training completion and escalate gaps or concerns.
Participate in Team Lead meetings, training, and continuing education as required.
Model calm, professional communication with clients and support teammates in clear, confident, and compassionate conversations.
Professionally de-escalate difficult or emotional client situations, including end-of-life conversations, and escalate unresolved concerns with clear communication and documentation.
Lead by example in professionalism, teamwork, and accountability; share observations about team dynamics and workflow gaps with hospital leadership.
Participate in Hospital Leadership Meetings as requested and contribute operational observations and updates.
Perform sustained standing, walking, and movement throughout the hospital, along with role-specific operational or clinical responsibilities.