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): Live 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 actively recruiting new clients by promoting hospital services, managing routing the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team, maximizing the number of pets seen by the hospital team, providing professional, efficient and exceptional service at all times, educating clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services, assisting incoming and outgoing clients with documentation, invoices, prescriptions, retail sales, and scheduling, managing finances, acting as extra support for veterinarians and veterinary technicians, obtaining relevant information and maintaining medical charts, ensuring safety and cleanliness, assisting with surgery as applicable, utilizing technical skills within state practice acts, and conducting administrative functions. Leadership Responsibilities (approximately 20% of time): Assist Practice Manager in developing an efficient, productive hospital team, support hospital labor management, assist in selection, training, and supervision of paraprofessional team, provide exceptional client service and education, assist in creating a quality care environment, foster associate engagement, ensure adherence to dress and grooming guidelines, prepare hospitalized pets and equipment for surgery, assign cases and clarify responsibilities, assist with case transfers and triage, identify and solve operational bottlenecks, confer with field leadership on client issues, train and mentor new associates, quality check medical records and hospital cleanliness, address equipment issues and assist inventory management, and perform other duties as assigned. The role requires confidence around pets, ability to work more than 40 hours including weekends and evenings, and physical ability to perform duties including lifting up to 50 pounds. Experience and education requirements include an associate’s degree or veterinary technician certification/licensure preferred, two years experience required, and prior supervisory experience preferred.

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