Shift lead

Position Overview

Shift Lead / Paraprofessional – responsible for day‑to‑day operations of the veterinary hospital, client service, team leadership and quality assurance in accordance with Banfield protocols.

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Perform duties of a CSC and/or veterinary assistant/technician, including recruiting new clients, managing client flow, maximizing the number of pets seen, and ensuring superior client care.
• Provide professional, efficient and exceptional service at all times: welcome clients and pets, educate them on pet health, prepare procedures that do not require veterinarian or veterinary technician assistance, and monitor hospitalized or surgical pets as allowed in the state practice acts.
• Educate clients about Optimum Wellness Plans, preventive care, pet health needs and hospital services.
• Assist incoming clients with completing required documentation, entering pet information and history into the computer system, utilizing proper identification tags, and ensuring prompt service.
• Assist outgoing clients by providing instructions 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 following proper opening and closing procedures.
• Act as an extra set of eyes, ears and hands for the veterinarian and veterinary technician to ensure the best quality pet care, maximize productivity, and communicate with other associates to maintain patient flow.
• Obtain relevant information and history from clients and maintain complete medical charts.
• Ensure safety of pets, clients and associates by using safe restraining techniques, following standard protocols, and maintaining clean, sterile and organized treatment areas, exam rooms and labs.
• Assist with surgery as applicable and utilize technical skills within state practice acts and NAVTA guidelines for veterinary assistant duties.
• Conduct administrative functions as necessary.

• Assist the Practice Manager in developing a productive hospital team that provides the highest quality care and service, following Banfield protocols, local, state and federal laws.
• Support hospital labor management, adjusting paraprofessional schedules on a shift‑by‑shift basis.
• Assist in selecting, training and supervising the paraprofessional team to ensure quality medical care, exceptional client service, associate engagement and maximum productivity.
• Provide professional, efficient client service and lead by example, including client education, resolving client issues and promoting marketing campaigns.
• Assist in creating an environment where the team delivers quality, efficient veterinary care.
• Foster an environment that engages associates, allowing them to perform at their best.
• 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 ready for surgery.
• Ensure cases are assigned to veterinary assistants and that they are clear on responsibilities.
• Prepare the whole team on scheduled cases, assist with any transfers or external referrals, triage the treatment board.
• Assist in identifying bottlenecks and formulating solutions to remove barriers in medical operations.
• Confer with field leadership, assist with client resolution decisions, invoice adjustments and client experience exceptions.
• Train and mentor new paraprofessional associates.
• Conduct quality checks of medical records, home medications, regulatory documentation, hospital…