Shift Lead2024-06-10T12:28:23+00:00

Shift Lead


Reports to: Hospital Director
FLSA Status: Non-exempt
Pay Band:

Summary of Job Purpose and Function

As a Shift Lead at Cara Veterinary, you are entrusted with the responsibility of ensuring the smooth operation of hospital shifts that you are on duty for, providing leadership, support, and guidance to team members. You serve as the primary point of contact during your scheduled shift, overseeing both front-of-house and back-of-house operations. Your role is pivotal in maintaining high standards of patient care, client satisfaction, and team performance. As a bench development position for future Hospital Directors, you will work closely with hospital leadership to enhance operational efficiency and foster a positive work environment. The role primarily focuses on people management and operational oversight, with a strong emphasis on supporting team members and maintaining the quality of care.

Supervisory Responsibilities

  • Team Leadership: Provide leadership and guidance to team members, ensuring clarity on roles and responsibilities. Coaching will primarily occur shoulder to shoulder while working in role as a veterinary receptionist, veterinary assistant, or Licensed Veterinary Technician (if eligible to work as LVT).
  • Training and Development: Facilitate training and development opportunities for team members to enhance skills and knowledge.
  • Performance Management: Assist in conducting performance evaluations and providing feedback to team members.
  • Scheduling: Coordinate staffing schedules to ensure adequate coverage and efficient use of resources, considering operational needs and performance metrics.
  • Conflict Resolution: Mediate and resolve conflicts among team members, promoting a harmonious work environment conducive to achieving operational objectives.
  • Quality Assurance: Monitor and maintain quality standards for patient care and client service, with a focus on operational processes and procedures.
  • Communication: Serve as a liaison between team members, departments, and management, ensuring effective communication regarding operational updates, goals, and expectations.
  • Emergency Response: Coordinate responses to emergencies, ensuring the safety and wellbeing of patients and team members, while also managing operational needs duringcritical situations.

Essential Responsibilities and Tasks

  • Operational Oversight: Oversee day-to-day operations of hospital shifts, including patient care, client interactions, staff management, inventory management, and adherence to CoGs and Labor goals.
  • Leadership: Provide leadership and direction to team members, fostering a positive and collaborative work environment focused on achieving operational excellence.
  • Client Satisfaction: Ensure exceptional client experiences by addressing concerns and resolving issues promptly and professionally, while also considering operational efficiency and resource utilization.
  • Patient Care: Monitor patient care activities, ensuring adherence to Cara Veterinary’s standards and protocols, while also optimizing operational processes to improve patient flow and efficiency.
  • Team Support: Provide support and guidance to team members, assisting with tasks and addressing challenges as they arise, with an emphasis on operational tasks and achieving performance goals.
  • Training and Development: Facilitate training sessions and mentorship opportunities for team members, promoting continuous learning and growth in both clinical and operational areas.
  • Performance Management: Assist in evaluating team performance and implementing improvement plans as necessary, with a focus on achieving operational objectives and meeting performance metrics.
  • Scheduling and Resource Management: Coordinate staffing schedules and allocate resources effectively to meet operational needs, while also optimizing labor efficiency and managing costs.
  • Emergency Response: Respond to emergencies and critical situations, coordinating with team members to ensure appropriate actions are taken to address both clinical and operational needs.
  • Communication: Maintain open and effective communication channels with team members, departments, and management to promote collaboration and efficiency, with a focus on achieving operational goals and delivering high-quality patient care.
  • Adherence to Policies and Procedures: Ensure compliance with Cara Veterinary’s policies, procedures, and protocols at all times, with a focus on operational tasks and achieving performance objectives.

Required Skills/ Abilities

Exemplify Cara Veterinary’s Pillars on a daily basis
Put pets first. Our first priority is always with the health, happiness, and comfort of our patients. We have designed the Cara experience with the animal perspective in mind. And our care advice is based only on what is best for the pet.

Trust the parent. We believe that caring for an animal is a partnership built on mutual trust and humility. We trust parents to make the right decisions for themselves and their pets and invite them to actively participate in care alongside us.

Authentically human. Caring for a pet involves the full spectrum of emotions, from joy to grief. We must lean into openness, empathy, and compassionate listening. We know when to be fun, and when to be serious. At all times, we foster supportive, positive, and authentically human hospital culture.

Good neighbors. Although our business is growing, we retain the attitude and spirit of a neighborhood vet. We welcome people in. We get to know our clients’ families and are proud to play an active role in our local communities.

Shake things up. We are always looking for a better way. In an industry that hasn’t seen a lot of innovation, we are experimenting with new ways of delivering care, delighting customers, providing unexpectedly human (and animal) touches, and infusing out hospitals with fresh ideas.

Exemplify Cara Veterinary’s Core Competencies on a daily basis.
Connection: This competency involves nurturing robust connections with pet parents, pets, the community, and fellow team members, aligning with the practice’s foundational values. It centers on fostering a sense of unity and comprehension that transcends the client-patient relationship. Team members prioritize building connections and relationships with clients and their pets,
acknowledging the significance of empathy, trust, and team support, benefiting the pet’s wellbeing, and enhancing the practice’s harmony.

Advocate: Advocacy is about empowering pet parents to make informed choices, advocating for the well-being of pets within the community, and supporting one another as a cohesive team. Advocates cultivate trust, cooperation, and an inclusive culture, giving utmost importance to values such as support, trust, empathy, and inclusivity. This commitment extends beyond interactions with pet parents and pets and resonates within the broader team, creating an environment where every member is valued, heard, and supported, irrespective of their backgrounds or viewpoints.

Communication: Communication revolves around fostering effective communication not only with pet parents but also within the team, ensuring a seamless flow of information for the highest quality of care for each patient. Team members prioritize building an atmosphere of trust, rapport, and open communication within the team, where everyone’s input is valued. This extends to pet parents, pets, and the local community, creating a collaborative and supportive environment. Effective communication ensures that all aspects of patient care are well-coordinated and harmonized, mirroring the values of the practice pillars while facilitating a culture of inclusivity and transparency.

Trust: Trust is a cornerstone of our ability to provide the highest quality of care to our patients. It demands an open mind and a non-judgmental approach. Trust requires empathy, allowing us to understand the unique needs and perspectives of our pet parents, pets, and team members. It involves adapting behavior and care recommendations based on cues from pet parents, pets, and
team members, establishing an environment of trust and integrity that extends to the entire community. Trust advocates focus on building strong relationships and an environment where everyone feels heard and supported, aligning with the pillars.

Resilience & Adaptability: This competency encourages viewing challenges as opportunities for growth, acknowledging that the veterinary industry, while rewarding, can also be emotionally and mentally taxing. To be resilient, we must practice self-compassion and extend that compassion to others. This means recognizing when we need assistance and not hesitating to ask for help when it’s needed. Resilient individuals offer creative solutions, maintain a positive outlook, and actively support fellow team members, mirroring the spirit of innovation and community engagement outlined in the pillars.

Hiring Qualifications

  • Exemplify the company’s Pillars and Core Competencies on a daily basis.
  • Strong leadership and communication skills.
  • Proficiency in all tiers of the role the Shift Lead primarily works in (Licensed Veterinary
    Technician, Veterinary Assistant, and/or Veterinary Receptionist).
  • Ability to multitask and prioritize in a fast-paced environment.
  • Effective time management and organizational skills.
  • Excellent problem-solving and decision-making abilities.
  • Compassion and empathy for patients, clients, and team members.
  • Proficiency in veterinary practices and procedures.
  • Commitment to continuous learning and development.
  • Ability to coach and provide constructive feedback.
  • A passion for providing the highest quality of medical care and ensuring patient safety.
  • Flexibility in working hours to cover shifts as needed.
  • Exceptional computer and technology skills.

Special Working Conditions and Physical Requirements

  • Team Member should expect to spend nearly all of their workdays standing, sitting, and typing at a computer.
  • They should have a physical strength and the ability to safely lift objects weighing up to 50pounds without assistance.
  • Able to assist in lifting patients weighing more than 50 pounds.
  • Must possess sufficient strength and assertiveness to effectively restrain patients and ensure the safety of clients and personnel.
  • Ability to be confident around pets (ex: dogs, cats, birds, reptiles, etc.)
  • The noise level in the work environment is moderately high.
  • Ability to carry out instructions furnished in written, oral or diagram form and to solve problems involving several variables.
  • Requires ambulatory skills sufficient to perform duties while at hospital.
  • Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
  • Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to reach and grasp, and visual acuity to use a keyboard, operate equipment and read information.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
  • Staff is routinely exposed to pets that may bite or scratch, and on occasion, exposed to anesthesia, radiation, biological hazards, and medication/ controlled substances.

Experience, Education and/ or Training

  • Minimum of 2 years of experience in a veterinary clinical setting, demonstrating proficiency in veterinary procedures and practices across various roles.
  • High school diploma or equivalent education required.
  • Completion of a veterinary assistant or veterinary technician program, or equivalent
    education, preferred.
  • Relevant certifications or licenses in veterinary care, if required by state regulations, must
    be obtained, and maintained.

DISCLAIMER: This job description is not meant to be an all-inclusive listing of duties expected of this position. The duties and expectations outlined in this job description may change at any time, at the discretion of management. Additionally, team members may be asked to complete tasks outside of their current role or tier as needed to support the operational needs of Cara Veterinary and to continue to develop the team member’s skillset, fostering growth and preparing them for advancement in their career path.

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