FT Shift Lead - Veterinary Assistant

A Caring Doctor (North Carolina), P.C.; Wilmington (NC); On-site; USD 23,000 - 29,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with company match

Paid Time Off

Job summary

Banfield Pet Hospital is seeking a Shift Lead to provide leadership across shifts, acting as CSC and veterinary assistant, and coordinating paraprofessional staff to maximize productivity.

You will lead client interactions, educate on wellness plans, and ensure safe, efficient operations while supporting veterinarians and hospital teams. This role emphasizes leadership, communication, and operational excellence within a busy veterinary setting.

Qualifications

• Associate’s degree or veterinary technician certification/licensure preferred, or equivalent combination of education, training, and experience.
• Two years of experience in healthcare, veterinary profession, or service industry required.
• Six months of experience at Banfield preferred.
• Prior supervisory experience preferred.
• Medical background with veterinary terminology training preferred.

Responsibilities

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Perform duties of a CSC and/or veterinary assistant/technician, including but not limited to: recruit new clients by promoting hospital services.
• Manage client and pet flow to ensure superior care and maximum productivity.
• Maximize the number of pets seen by the hospital team through efficient operations.
• Provide professional, efficient, and exceptional service at all times.
• Educate clients about Optimum Wellness Plans, preventive care, pet health needs, and hospital services.
• Assist incoming clients with documentation, data entry, collar/tag application, and ensure prompt service.
• Assist outgoing clients with instructions, invoices, prescription dispensing, retail sales, and scheduling future appointments.
• Manage finances by maintaining accurate balances and conducting proper opening/closing procedures.
• Act as extra support for veterinarians and veterinary technicians to ensure high‑quality pet care and enhance productivity.
• Obtain client information and maintain complete medical charts.
• Ensure safety of pets, clients, and associates by using safe restraining techniques, following protocols, and maintaining clean, sterile, organized treatment areas, exam rooms, and labs.
• Assist with surgery as applicable.
• Utilize technical skills within state practice acts and NAVTA guidelines.
• Conduct administrative functions as needed.

Skills

Leadership

Customer Focus

Communication Skills

Problem-Solving

Team Management

Education

Associate’s degree or veterinary technician certification/licensure preferred

Job description

Job Summary

The primary purpose of the Shift Lead is to perform the duties of a CSC and/or veterinary assistant/technician while providing continuous operational support across all shifts. The role ensures the hospital has leadership onsite to support associates and clients, coordinates paraprofessional staff, and maximizes productivity and profitability. The Shift Lead works with the Practice Manager and/or Chief of Staff to maintain effective communication with clients, associates, field leadership, central team support, and Petsmart.

Responsibilities

Paraprofessional Responsibilities (≈80%)

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Perform duties of a CSC and/or veterinary assistant/technician, including but not limited to:
  • Recruit new clients by promoting hospital services.
  • Manage client and pet flow to ensure superior care and maximum productivity.
  • Maximize the number of pets seen by the hospital team through efficient operations.
  • Provide professional, efficient, and exceptional service at all times.
  • Educate clients about Optimum Wellness Plans, preventive care, pet health needs, and hospital services.
  • Assist incoming clients with documentation, data entry, collar/tag application, and ensure prompt service.
  • Assist outgoing clients with instructions, invoices, prescription dispensing, retail sales, and scheduling future appointments.
  • Manage finances by maintaining accurate balances and conducting proper opening/closing procedures.
  • Act as extra support for veterinarians and veterinary technicians to ensure high‑quality pet care and enhance productivity.
  • Obtain client information and maintain complete medical charts.
  • Ensure safety of pets, clients, and associates by using safe restraining techniques, following protocols, and maintaining clean, sterile, organized treatment areas, exam rooms, and labs.
  • Assist with surgery as applicable.
  • Utilize technical skills within state practice acts and NAVTA guidelines.
  • Conduct administrative functions as needed.

Leadership Responsibilities (≈20%)

• Develop an efficient, productive hospital team that delivers high‑quality care and service in accordance with Banfield protocols, local, state, and federal laws.
• Support labor management by adjusting paraprofessional schedules on a shift‑by‑shift basis.
• Assist in selection, training, and supervision of the paraprofessional team.
• Provide exemplary client service and lead by example, including education on Optimum Wellness Plans, preventive care, and resolving client issues.
• Create an environment that engages associates and fosters excellence.
• Facilitate communication between associates, clients, hospital leadership, and Central Team Support.
• Enforce Banfield dress and grooming guidelines for all associates.
• Ensure all hospitalized pets are prepped and equipment is ready for surgery.
• Assign cases to veterinary assistants and ensure clarity of responsibilities.
• Prepare the team on scheduled cases and triage the treatment board.
• Identify bottlenecks and formulate solutions to improve medical operations.
• Communicate with field leadership for client resolution decisions, invoice adjustments, and client experience exceptions.
• Train and mentor new paraprofessional associates.
• Perform quality checks on records, medications, regulatory documentation, cleanliness, and timeliness.
• Address equipment issues and assist with inventory management.

The Five Principles

• Quality – The consumer is our boss, and quality is our work.
• Responsibility – Individuals demand total responsibility from themselves and others.
• Mutuality – Shared benefits endure.
• Efficiency – Use resources fully and perform best work.
• Freedom – Shape our future and maintain profit for independence.

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 & Experience (CAN DO)

• Ability to multitask under distracting conditions without loss of accuracy.
• Organizational ability—systematic, orderly, and able to create order from chaos.
• Problem‑solving skills—identify, analyze, and solve problems with practical solutions.
• Intellectual ability—follow instructions accurately and consistently.
• Mathematical ability—complete basic calculations and conversions.
• Computer skills—confident in using required software.

Attitudes (WILL DO)

• Initiative, integrity, cooperativeness, flexibility, independence.
• Resilience—maintain composure under stress.
• Adaptability—willing to perform assigned tasks without supervision.

Special Working Conditions

• Comfortable working around pets of all species.
• Workload may require >40 hours per week, including weekends and evenings.
• Moderately high noise level.
• Physical ability to lift, carry, and move up to 50 pounds.
• Exposure to pets that may bite or scratch, anesthesia, radiation, biological hazards, and medications.

Experience, Education & Training

• Associate’s degree or veterinary technician certification/licensure preferred, or equivalent combination of education, training, and experience.
• Two years of experience in healthcare, veterinary profession, or service industry required.
• Six months of experience at Banfield preferred.
• Prior supervisory experience preferred.
• Medical background with veterinary terminology training preferred.

Compensation & Benefits

Pay Range: $16.65 – $21.28 per hour, based on experience, skill level, education, location, and applicable wage laws.

• Comprehensive Medical, Dental, and Vision Insurance
• Retirement Plans (401(k) and Roth) with company match
• Best‑in‑Class Student Debt Relief Program for full‑time DVMs
• Paid Time Off and Holidays
• Mental Health and Well‑being Resources
• Associate Life Insurance (company‑paid) and optional supplemental coverage
• Company‑paid Short‑ and Long‑Term Disability
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Paid Parental Leave for both birth and adoption
• Continuing Education Allowance for eligible positions
• Backup Child and Elder Care & Family Support Resources
• Fertility and Family Building Support
• Digital Exercise Therapy program
• Voluntary Protection Benefits
• Legal Plan covering a range of legal needs
• Identity Protection services
• Commuter Benefits
• Three free Optimum Wellness Plans for pets
• Exclusive Discounts on products and services
• Benefits eligibility based on employment status—full‑time associates have full eligibility; part‑time associates have benefits with an asterisk.