Shift Lead

Shift Lead Overview

The Shift Lead performs the duties of a CSC and/or veterinary assistant/technician while ensuring continuity and operational support across all shifts. The role provides leadership onsite, coordinates paraprofessional staff, and collaborates with the Practice Manager and Chief of Staff to maintain effective communication and maximize hospital productivity and profitability.

• Live and exemplify the Five Principles of Mars, Inc.
• Recruit new clients by promoting hospital services and manage client and pet routing to ensure superior client care and maximum productivity.
• Maximize the number of pets seen by the team through an efficient, productive hospital operation.
• Provide professional, efficient and exceptional service at all times, including welcoming clients and pets, ensuring comfort, educating them about pet health, preparing procedures that do not require veterinary assistance, and monitoring hospitalized or surgical pets as allowed.
• Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services.
• Assist incoming clients by completing required documentation, entering pet information and history, using proper identification, and ensuring prompt service.
• Assist outgoing clients by providing instructions, information, invoices, dispensing prescription items, selling retail products and scheduling future appointments.
• Manage the finances by maintaining accurate balances and following opening and closing procedures.
• Act as additional support for veterinarians and technicians to maximize care quality and productivity, communicating with associates to maintain patient flow.
• Obtain and maintain relevant client information and complete medical charts.
• Ensure safety of pets, clients and associates through safe restraining, standard protocols and a clean, sterile, organized environment.

• Assist the Practice Manager in developing an efficient, productive hospital team that delivers high‑quality care.
• Support hospital labor management and adjust paraprofessional schedules on a shift‑by‑shift basis.
• Participate in the selection, training, and day‑to‑day supervision of paraprofessionals to ensure quality care and client service.
• Lead by example in client service, including education about wellness plans and other information; resolve client issues effectively.
• Help create an environment that fosters associate engagement and team performance.
• Facilitate communication between associates, clients, hospital leadership and Central Team Support.
• Ensure all hospital associates follow dress and grooming guidelines.
• Prepare hospitalized pets and ensure surgical equipment readiness.
• Assign cases to veterinary assistants and clarify daily responsibilities.
• Brief the team on scheduled cases and transition any referrals or transfers for continuity of care.
• Identify bottlenecks, propose solutions to remove operational barriers, and consult with field leadership on client resolution decisions and invoice adjustments.
• Mentor new paraprofessional associates.
• Conduct quality checks on medical records, medication, documentation, cleanliness and timeliness of medical encounters.
• Handle equipment issues and assist with inventory management.
• Perform other job duties as assigned.

Pay range: $18.50–$23.64 hourly. The specific rate is determined by experience, skill level and education and may vary by location or minimum‑wage requirements.

• Comprehensive Medical, Dental and Vision Insurance
• Generous Retirement Plans (401(k) with company match, Roth 401(k))
• Student Debt Relief Program (Full‑time DVMs)
• Paid Time Off and Holidays
• Mental Health and Well‑being…