Shift Lead
Company: Banfield Pet Hospital
Location: Tempe
Posted on: January 22, 2023
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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 the following: Actively
recruit new clients by promoting hospital services. Manage routing
the flow of clients and pets to ensure superior client care and
maximum productivity of the veterinary medical team. Maximize the
number of pets seen by the hospital team through a productive and
efficiently run hospital to support the needs of our wellness plan
clients. Provide professional, efficient and exceptional service at
all times. This includes encouraging hospital visits, welcoming
clients and pets, ensuring that they are comfortable in the
hospital, educating them about their pet's health, performing or
preparing procedures that do not require veterinarian or veterinary
technician assistance, completing preparatory work for other
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 by completing the required documentation,
entering all pet information and history in the computer, utilizing
proper collars and tags for identification, and ensuring prompt
service. Assist outgoing clients by providing all necessary
instructions, information 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 utilizing proper opening and
closing procedures. Act as the extra eyes, ears and hands for the
veterinarian and veterinary technician to ensure the best quality
pet care and to maximize the veterinarian's and veterinary
technicians productivity, and communicate with the other associates
to maintain the flow of patients. Obtain relevant information and
history from clients and maintain proper and complete medical
charts. Ensure the safety of pets, clients and associates by
utilizing safe restraining techniques, following standard
protocols, and maintaining clean, sterile and organized treatment
areas, exam rooms and labs.Assist with surgery as applicable.
Utilize technical skills to the fullest, within state practice acts
and as outlined in the NAVTA guidelines for veterinary assistant
skills and duties. Conduct administrative functions as necessary.
Leadership Responsibilities (approximately 20% of time): Assist
Practice Manager in developing an efficient, productive hospital
team that provides the highest quality care and service to the most
pets and clients, following all Banfield protocols and practices,
as well as all local, state and federal laws, focusing the team to
achieve practice priorities while building our culture and brand.
Support Practice Manager in hospital labor management which may
include adjusting paraprofessional teams schedules on a shift by
shift basis. May assist Practice Manager in the selection,
training, and day-to-day supervision of the paraprofessional team
to ensure quality medical care, exceptional client service,
associate engagement and maximum productivity. Provide
professional, efficient and exceptional client service (lead by
example), ensuring all associates do the same, to include client
education about Optimum Wellness Plans, preventive care, pet health
needs, hospital services, marketing campaigns, and other related
information; effectively resolve client issues. Assist Practice
Manager in creating an environment where a team can deliver
quality, efficient and effective veterinary care to pets. Foster an
environment that engages associates, where associates do their best
and feel good about being a member of the team. 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 is ready for surgery. Ensure
cases are assigned to VAs and that they are clear on their work
responsibilities for the day. Prepare whole team on cases scheduled
for the day, assist with any transfers of cases from day before or
external referrals to provide continuity of care, triage the
treatment board. Assist Practice Manager in identifying potential
bottlenecks and formulating solutions to remove barriers in medical
operations that would impede the doctors in providing world class
preventive care and client service. Confer with field leadership
and assist with client resolution decisions, invoice adjustments
and client experience exceptions. Train and mentor new
paraprofessional associates. Quality check medical records, go home
medications, regulatory documentations, hospital cleanliness, and
timeliness of doctors seeing exam room patients. Address broken
equipment issues and assist in inventory management. Other job
duties as assigned
Keywords: Banfield Pet Hospital, Tempe , Shift Lead, Other , Tempe, Arizona
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