FT Shift Lead - Customer Service Coordinator

Summary of Job Purpose and Function

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.

This position works 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 Tasks

• Paraprofessional Responsibilities (approximately 80% of time):

  • Livest and exemplifies 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.
  • Aid incoming and outgoing 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.
  • Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures.
  • 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):
    • Support 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, focusing the team to achieve practice priorities while building our culture and brand.
    • Assist 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 to ensure quality medical care, exceptional client service, associate engagement and maximum productivity.
    • Provide professional, efficient and exceptional client service (lead by example), ensuring all associates do the same, to include client education about Optimum Wellness Plans, preventive care, pet health needs, hospital services, marketing campaigns, and other related information; effectively resolve client issues.
    • 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.
    • Ensure cases are assigned to VAs and that they are clear on their work responsibilities for the day.
    • Prepare whole team on cases scheduled for the day, assist with any transfers of cases from day before or external referrals to provide continuity of care, triage the treatment board.
    • Assist Practice Manager in identifying potential “bottlenecks” and formulating solutions to remove barriers in medical operations that would impede the doctors in providing world class preventive care and client service.
    • 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 documentations, hospital cleanliness, and timeliness of doctors seeing exam room patients.
    • Address broken equipment issues and assist in inventory management.
    • Other job duties as assigned.

  The Five Principles

  • Quality – 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:

    • Leadership:
      • Priority Setting
      • Approachability
      • Directing Others
      • Conflict Management
      • Customer Focus
    • Functional:
      • Peer Relationships
      • Communication Skills
      • Functional/Technical Skills
      • Action Oriented
      • Motivating Others

  • Capabilities and Experiences (Can Do):

    • Ability to multi-task
    • Organizational ability
    • Problem solving skills
    • Intellectual ability
    • Mathematical ability
    • Computer skills

  • Attitudes (Will Do):

    • Initiative
    • Integrity
    • Cooperativeness
    • Flexibility
    • Independence
    • Tolerance for Stress / Resiliency

  • Special Working Conditions:

    • Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.)
    • Client needs and work volume may often require more than 40 hours per week to complete essential duties of this job.
    • The noise level in the work environment is moderately high.
    • 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 climb as well as 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.

  Pay Range

  The pay range for this role is $16.65 - $21.28 Hourly