Shift Lead

Position Overview

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The primary purpose and function of the Shift Lead is to perform the duties of a CSC and/or veterinary assistant/technician, provide continuity and operational support across all shifts, and ensure 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 Pet Smart.

The ratio of time spent on leadership duties and paraprofessional responsibilities varies depending on the hospital situation; the Shift Lead must use good judgment in prioritizing duties on any given day to ensure 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.

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: recruiting new clients, managing client and pet flow, maximizing the number of pets seen by the team, providing professional, efficient service, encouraging hospital visits, welcoming clients and pets, educating them about health and services, preparing procedures that do not require veterinarian or veterinary technician assistance, completing preparatory work for 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. Assist incoming clients with documentation, data entry, collar and tag usage, and prompt; assist outgoing clients with instructions, invoices, prescription dispensing, sales of retail products, and scheduling future appointments. Manage finances, maintain accurate balances, and use proper opening and closing procedures. Act as extra support for veterinarian and veterinary technician to ensure high‑quality care and maximize productivity, communicate with associates to maintain patient flow, obtain relevant client information, maintain complete medical charts, ensure safety, utilize safe restraining techniques, follow protocols, keep treatment areas clean and organized, assist with surgery as applicable, and perform other administrative functions as needed.

Assist Practice Manager in developing an efficient, productive hospital team that delivers high‑quality care, following all protocols and laws. Support labor management, adjust schedules, aid in selection, training, and supervision of paraprofessional staff, provide exemplary client service leadership, resolve client issues, assist with day‑to‑day supervision, foster an engaging environment, ensure dress and grooming guidelines are followed, prepare equipment for surgery, assign cases, triage treatment board, identify bottlenecks, remove barriers to care, coordinate client resolution decisions, train and mentor new associates, conduct quality checks of medical records, medications, regulations, cleanliness, and timeliness, address equipment issues, assist inventory management, and perform other assigned duties.

Quality – The consumer is our boss; quality is our work and value for money is our goal.
Responsibility – We demand total responsibility from ourselves and support that of others.
Mutuality – A mutual benefit is a shared benefit; it endures.
Efficiency – We use resources fully, waste nothing, and do only what we can do best.
Freedom – We shape our future and keep profit for freedom.

Leadership, Priority Setting, Approachability, Directing Others,…