Job Description

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. The 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) include performing duties of a CSC and/or veterinary assistant/technician such as recruiting new clients, managing client and pet flow, providing professional and exceptional service, educating clients about wellness plans and pet health, assisting clients with documentation and appointments, managing finances, supporting veterinarians and technicians, ensuring safety and cleanliness, assisting with surgery, and conducting administrative functions. Leadership Responsibilities (approximately 20% of time) include assisting the Practice Manager in developing an efficient hospital team, supporting labor management, assisting in selection, training and supervision of paraprofessional staff, providing exceptional client service, fostering associate engagement, ensuring adherence to dress and grooming guidelines, preparing for surgeries, assigning cases, identifying and solving operational bottlenecks, assisting with client resolution, training new associates, quality checking medical records and hospital cleanliness, addressing equipment issues, and other duties as assigned. The role requires leadership competencies such as priority setting, approachability, conflict management, customer focus, communication skills, and motivating others. Capabilities include multitasking, organization, problem solving, intellectual ability, mathematical ability, and computer skills. Attitudes required include initiative, integrity, cooperativeness, flexibility, independence, and tolerance for stress. Special working conditions include confidence around pets, ability to work more than 40 hours per week including weekends and evenings, ability to stand, walk, stoop, kneel, crouch, climb, lift up to 50 pounds, and exposure to pets and medical hazards. Experience and education requirements include an associate’s degree or veterinary technician certification/licensure preferred, two years of relevant experience required with six months at Banfield preferred, prior supervisory experience preferred, and medical background with medical terminology training preferred.

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