Shift lead

ESSENTIAL RESPONSIBILITIES AND TASKS

• 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.
• Paraprofessional Responsibilities (approximately 80% of time):
  • Liv[e] and exemplify 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. This includes encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, educating them about their pet's health, performing or preparing procedures that do not require veterinarian or veterinary technician assistance, completing preparatory work for other procedures, and monitoring hospitalized or surgical pets as allowed in the state practice acts.
  • Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services.
  • Aid incoming 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.
  • Aid outgoing clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian's instructions, selling retail products and scheduling future appointments.
  • Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures.
  • Assist with surgery as applicable.
  • Leadership Responsibilities (approximately 20% of time):
    • 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, focusing the team to achieve practice priorities while building our culture and brand.
    • 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 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 VA’s 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.

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 EXPERIENCE (CAN DO):
  • Ability to multi-task
  • Organizational ability
  • Problem solving skills
  • Intellectual ability
  • Mathematical ability
  • Computer skills
• ATTITUDES (WILL DO):
  • Initiative
  • Integrity
  • Cooperativeness
  • Flexibility
  • 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. This position often requires working weekends and evenings.
  • 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.
• Experience, Education And/Or Training:
  • 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.
• The pay range for this role is $23.12 - $29.55 Hourly