The ratio of time spent on leadership duties and paraprofessionalresponsibilities will vary depending on the hospital situation; the Shift Leadmust use good judgmentin 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/orChief of Staff are not present) and 80% paraprofessionalduties.ParaprofessionalResponsibilities (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 routingthe 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, performingor preparingprocedures that do not require veterinarianor veterinary technicianassistance, completing preparatory work for other procedures, and monitoring hospitalized or surgical petsas 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 technician's 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.
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Position DescriptionShift Lead -Job Description.docx2of 4Last Revised: 8/19/2013 JP• 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 team's schedules on a shift by shift basis. • May assist Practice Manager in the selection, training, and day-to-day supervision ofthe 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.• Ensureall 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 VA's 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 identifyingpotential "bottlenecks" and formulatingsolutions to remove barriers in medical operations that would impedethe 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.