Client Service Coordinator - Shift Lead

A Caring Doctor (North Carolina), P.C.; Wake Forest (NC); On-site; USD 24,204 - 30,927; Full time

Benefits offered by this job

Comprehensive medical, dental, and vision insurance

Generous retirement plans with company match

Paid time off and holiday pay

Mental health and well-being resources

Job summary

A Caring Doctor (North Carolina), P.C. is looking for a Shift Lead to manage day-to-day operations at a Banfield Pet Hospital. In this role, you will balance leadership responsibilities with hands-on paraprofessional duties, ensuring exceptional client service and efficient hospital operations.

The ideal candidate should possess strong leadership skills, experience in the veterinary field, and the ability to multitask in a dynamic environment. This position offers a comprehensive benefits package including health insurance and retirement plans.

Qualifications

• Two years of experience in healthcare or veterinary profession required.
• Experience in a supervisory role preferred.
• Ability to multi-task and manage tasks efficiently.

Responsibilities

• Oversee day-to-day operations balancing leadership and paraprofessional duties.
• Recruit new clients and maximize productivity of the veterinary team.
• Educate clients about wellness plans and pet health needs.

Skills

Leadership

Organizational Ability

Initiative

Problem-Solving Skills

Education

Associate’s degree or veterinary technician certification

Job description

The Shift Lead oversees the day‑to‑day operation of a Banfield Pet Hospital, balancing leadership duties (≈20%) and paraprofessional responsibilities (≈80%) to ensure efficient service and client satisfaction.

Paraprofessional Responsibilities

• Live and exemplify the Five Principles of Mars, Inc. within teams and with clients.
• Recruit new clients by promoting hospital services, manage client routing, and coordinate the flow of pets to maximize productivity of the veterinary medical team.
• Maximize the number of animals seen by creating a productive, orderly hospital environment that supports wellness plan clients.
• Provide professional, efficient, and exceptional service, including welcoming clients and pets, ensuring comfort, educating on pet health, preparing procedures that do not require veterinary technician assistance, documenting procedures, and monitoring hospitalized or surgical pets as permitted.
• Educate clients about Optimum Wellness Plans, preventative care, pet health needs, and hospital services.
• Assist incoming clients with documentation, entry of all pet information and history into the computer, use proper collars and tags for identification, and ensure prompt service.
• Assist outgoing clients by providing instructions, information, invoices, dispensing prescription items as directed by the veterinarian, selling retail products, and scheduling future appointments.
• Manage finances by maintaining accurate balances and performing proper opening and closing procedures.
• Act as extra eyes, ears, and hands for the veterinarian and veterinary technician to maximize quality pet care and 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.
• Utilize technical skills to the fullest within state practice acts and the NAVTA guidelines for veterinary assistant skills and duties, including administrative functions as required.

Leadership Responsibilities

• Assist the Practice Manager in developing an efficient, productive hospital team that delivers high‑quality care and service, following all Banfield protocols, local, state, and federal laws, and focusing the team on practice priorities while building culture and brand.
• Support Practice Manager in hospital labor management, which may include adjusting paraprofessional schedules on a shift‑by‑shift basis.
• Assist in 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 by example, ensuring all associates do the same and resolving client issues effectively.
• Assist workplace in creating an environment where the team can deliver quality, efficient, and effective veterinary care to pets.
• Foster a team environment that engages associates, encouraging them to perform at their best and feel valued.
• 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 veterinary assistants and that they understand responsibilities for the day.
• Prepare the whole team on scheduled cases, assist with transfers of cases from the previous day or external referrals to provide continuity of care, and triage the treatment board.
• Assist in identifying bottlenecks and formulating solutions to remove barriers in medical operations that impede the team’s ability to provide world‑class preventive care and client service.
• Collaborate with field leadership to resolve client issues, adjust invoices, and address client experience exceptions.
• Train and mentor new paraprofessional associates.
• Perform quality checks on medical records, go‑home medications, regulatory documentation, hospital cleanliness, and timeliness of doctors seeing exam room patients.
• Address equipment issues and assist in inventory management.
• Perform other job duties as assigned.

The Five Principles

• Quality – The consumer is our boss; quality is our work and value for money is our goal.
• Responsibility – Each individual demands total responsibility; as associates, we support others.
• Mutuality – A mutual benefit is a shared benefit that endures.
• Efficiency – We use resources fully, waste nothing, and do only what we can do best.
• Freedom – We need freedom to shape our future; profit keeps us free.

Hiring Qualifications Competencies

• Leadership
  • Priority Setting
  • Approachability
  • Directing Others
  • Conflict Management
  • Customer Focus
• Functional
  • Peer Relationships
  • Communication Skills
• Functional/Technical Skills
  • Action Oriented
  • Motivating Others

Capabilities and Experience (Can Do)

• Ability to multi‑task; manage multiple tasks simultaneously without loss of accuracy or frustration.
• Organizational ability; systematic approach, orderly, and capable of turning chaos into order.
• Problem‑solving skills; strong ability to identify, analyze, and solve problems with practical solutions.
• Intellectual ability; consistently follows instructions delivered orally, in writing, or diagrammatically.
• Mathematical ability; add, subtract, multiply, divide, compute ratios, percentages, and convert units.
• Computer skills; comfortable and confident using a computer and specialized software.

Attitudes (Will Do)

• Initiative – Willingness and aptitude to use discretion to solve problems and present options.
• Integrity – Adherence to Banfield values and ethics, exhibiting honesty, discretion, and sound judgment.
• Cooperativeness – Willingness to collaborate, compromise, and share relevant information promptly.
• Flexibility – Openness to change and willingness to perform all assigned tasks.
• Independence – Able and willing to perform duties without supervision.
• Tolerance for Stress / Resiliency – Positive outlook, quick rebound from frustration, composure, and friendliness under stress.

Special Working Conditions

• Confident around pets, including dogs, cats, birds, reptiles, etc.
• Work may require more than 40 hours per week, including weekends and evenings.
• Moderately high noise level.
• Ability to follow written, oral, or diagram instruction and solve complex problems.
• Journeys require ambulatory skills to perform duties on hospital floors and at various locations.
• Physical demands include standing, walking, stooping, kneeling, crouching, climbing, and lifting up to 50 pounds.
• Good hand‑eye coordination, dexterity, and vision needed for keyboard use, equipment operation, and reading information.
• Typical exposure to pets that may bite or scratch, anesthesia, radiation, biological hazards, and medication or controlled substances.

Experience, Education and/or Training

• Associate’s degree or veterinary technician certification/licensure preferred, or equivalent education, training, and experience that provides required knowledge, skills, and abilities.
• Two years of experience in healthcare, veterinary profession, service‑type industry, etc. required; six months at Banfield preferred.
• Prior supervisory experience preferred.
• Medical background (veterinary technician, human healthcare, pharmaceutical, etc.) with medical terminology training preferred.

Pay Range: $17.57 – $22.45 per hour. The specific rate will be based on experience, skill level, education, and location, within applicable wage laws.

Benefits

• Comprehensive medical, dental, and vision insurance.
• Generous retirement plans (401(k) and Roth) with company match.
• Student debt relief program for full‑time veterinarians.
• Paid time off and holiday pay.
• Mental health and well‑being resources, including free coaching and counseling.
• Associate life insurance (company paid) with optional supplemental coverage.
• Company‑paid short‑ and long‑term disability insurance.
• Flexible spending accounts for healthcare and dependent care.
• Health savings accounts.
• Paid parental leave for birth and adoption.
• Continuing education allowance for eligible positions.
• Back‑up child and elder care, and family support resources.
• Fertility and family‑building support.
• Digital exercise therapy program.
• Voluntary protection benefits covering unexpected expenses.
• Legal plan for a range of legal needs.
• Identity protection services.
• Commuter benefits.
• Three free Optimum Wellness Plans for pets.
• Exclusive discounts on products and services.