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SUMMARY OF JOB PURPOSE AND FUNCTION
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.
ESSENTIAL RESPONSIBILITIES AND TASKS
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 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.