Shift Lead

Shift Lead – Paramus Location

Job title: Shift Lead
Team: Paramus location
Function / Family: Service Operations (Pet), Hospital Operations (Pet)
Reports to: Practice Manager
Job level: B4
FLSA Classification: Non‑Exempt Exempt
Status: Full‑time

The primary purpose and function of the Shift Lead is to perform the duties of a CSC and/or veterinary assistant/technician, while providing continuity and operational support across all shifts. The Shift Lead ensures the hospital has leadership onsite to support associates and clients and helps coordinate paraprofessional staff to maximize productivity and profitability.

The ratio of time spent on leadership duties and paraprofessional responsibilities will vary; on average the Shift Lead performs approximately 20% leadership duties 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, including:
• Recruit new clients by promoting hospital services.
• Route the flow of clients and pets to ensure superior client care and maximum productivity.
• Maximize the number of pets seen by the hospital team.
• Provide professional, efficient and exceptional service at all times, including welcoming clients and pets, educating them about their pet’s health, and performing or preparing procedures that do not require veterinarian or veterinary technician assistance.
• Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services.
• Assist incoming clients by completing required documentation and ensuring prompt service.
• Assist outgoing clients by providing instructions, invoices, dispensing prescription items, retail sales and scheduling future appointments.
• Manage finances by maintaining accurate balances and using proper opening and closing procedures.
• Support the veterinarian and veterinary technician as an extra eyes, ears and hands to ensure best quality care and to maximize productivity.
• Obtain client information and maintain complete and accurate medical charts.
• Ensure the safety of pets, clients and associates by using safe restraining techniques and maintaining clean, sterile and organized treatment areas, exam rooms and labs.
• Assist with surgery as applicable.
• Utilize technical skills within state practice acts and NAVTA guidelines, and conduct administrative functions as necessary.
• Leadership responsibilities (approximately 20% of time), including:
• Assist Practice Manager in developing an efficient, productive hospital team that provides the highest quality care and service, following Banfield protocols and practices.
• Support labor management and adjust paraprofessional team schedules on a shift‑by‑shift basis.
• Assist in selecting, training and supervising the paraprofessional team.
• Model professional, efficient and exceptional client service and encourage associates to do the same.
• Assist in creating an environment that delivers quality, efficient and effective veterinary care.
• Foster engagement and a positive team culture.
• Ensure effective communication between associates, clients, hospital leadership and Central Team Support.
• Enforce Banfield dress and grooming guidelines for all hospital associates.
• Ensure hospitalized pets are prepped and all equipment is ready for surgery.
• Assign cases to VAs and ensure they understand daily responsibilities.
• Prepare the team on scheduled cases, triage the treatment board, and facilitate continuity of care.
• Identify bottlenecks and formulate solutions to improve medical operations.
• Consult with field leadership and handle client resolution decisions, invoice adjustments and client experience exceptions.
• Train and mentor new paraprofessional associates.
• Quality check medical records, medications, regulatory documentation, cleanliness and timely doctor visits.
• Troubleshoot equipment issues and assist with inventory management.

• Quality – The consumer is our boss, and quality is our work and value for money.
• Responsibility – Individuals demand total responsibility and support that of others.
• Mutuality – A shared benefit is…