Position Overview

The purpose of this position is to supervise, direct, plan, coordinate and perform a variety of animal-health and client-education duties. The Lead Technician ensures quality pet care and promotes greater efficiency by relieving veterinarians of technical and administrative work.

The Lead Technician plays an important role in clinical and patient-care activities, as well as in client service and marketing. Serving as the “glue” that holds the successful practice together, the Lead Technician is generally the most accessible to clients and continually builds credibility through client education. The Lead Technician anticipates the needs of the veterinarians, staff, and clients. Responsibilities include continually finding ways to operate and deliver service more efficiently.

The majority of the time, the Lead Technician performs technician duties, yet also observes and evaluates other technicians and assistants in order to guide and assist them. The Lead Technician educates junior technicians, keeps them on task, and sets an example for other technicians.

When not performing technician duties, the Lead Technician carries out management duties, including special projects, implementation of new ideas and/or procedures, and employee management (training, coaching, and evaluations). The Lead Technician prioritizes projects and completes them in the order of greatest importance, delegating to other technicians as appropriate.

Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste, and contagious diseases.

Reporting Structure

Directly reports to the Practice Manager. May also receive direction from veterinarians on a daily basis.

Veterinarians assign duties, including a description of the tasks, limitations, quality and quantity of work expected, deadlines, and the priority of assignments. Veterinarians provide additional, specific instructions for new, difficult, or unusual assignments, including suggested work methods or source materials available.

The Lead Technician takes initiative in carrying out recurring assignments independently without specific instructions, but refers deviations and problems to the veterinarian for a decision or help. The veterinarian ensures that finished work and methods used are technically accurate and comply with instructions or established procedures. Review of the work increases with more difficult assignments if the technician has not previously performed similar assignments. Administrative supervision may be provided by the Practice Manager.

Primary Responsibilities

Leadership and Management

·Directs and assists technicians, and keeps them on task in their performance of technical and client-education duties.

·Facilitate tech huddles & go over housekeeping issues.

·Attends monthly leadership meetings.

·Recognizes non-routine or unusual situations and communicates them, along with recommended solutions.

·Ensures that client call-backs are completed as directed.

·Explains the nature of and basis for hospital personnel policies and procedures to clients and technical staff when necessary.

·Provides input for the technical staff work schedule.

·Oversees completion of technician and assistant daily checklists and weekly maintenance logs.

·Makes recommendations to the Hospital Manager concerning personnel matters. Discusses disciplinary actions needed with the Hospital Manager and assists with follow-through.

·Provides input on employee performance, and performs evaluations of technicians and assistants along with the practice manager.

·Provides fair and impartial treatment to each employee with regard to scheduling, coaching, and discipline.

·Directs on-the-job training of technical staff in collaboration with hospital manager.

·Resolves informal employee complaints, and mediates interpersonal problems amongst the technical staff.

·Serves as liaison between staff and management.

·Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees.

·Organizes work area and exercises time-management skills to maximize personal efficiency.

·Prioritizes tasks and handles multiple tasks in a calm, organized manner.

Additional Duties

·Performs additional duties as required, including Technician duties.

Requirements

·Education equivalent to two years of college (pre-veterinary curriculum) or technical school.

·At least three years’ recent experience in veterinary practice or medical environment, with increasing responsibilities.

·Demonstrated ability to lead and manage a team.

·Ability to perform routine veterinary medical procedures (e.g., collect samples, draw blood, and administer vaccines).

·Ability to maintain clear and accurate records and to charge clients for all products and services rendered.

·Ability to properly restrain patients.

·Knowledge of spelling and meaning of commonly used veterinary medical terminology and procedures.

·Ability to complete assigned tasks in the time allotted without direct supervision.

·Demonstrated ability to show empathy toward clients and treat animals with respect and compassion.

·Excellent interpersonal communication skills.

·A commitment to outstanding client service.

·Ability to lift objects weighing 40 pounds without assistance and objects weighing more than 40 pounds with assistance.

·Ability to stay on task and work energetically for entire shift, sometimes exceeding 10 hours per day.

·Preferred: Licensed Veterinary Technician (LVT).

·Preferred: Five years’ recent experience in a veterinary practice, with increasing responsibilities.