Team Lead

TEAM LEAD

Reports To: Hospital Manager or Hospital Administrator

Direct Reports: None

Employment Type: Full-time | On-site | Hourly, Non-Exempt

Schedule: Varies by site; may include evenings, weekends, and holidays

Compensation: Base Pay (from $20 per hour) | Differential compensation $1.50 |

Shared Impact Bonus eligible.

ROLE SUMMARY

The Team Lead is a trusted and experienced frontline teammate who helps keep the hospital running smoothly throughout the shift. They lead through action, support teammates in real time, and help maintain strong workflow, communication, patient care, and client experience.

This role sits between teammate and manager. The Team Lead is not a people manager, but they are a key operational leader on the floor. They help keep the day organized, support teammates in the moment, identify issues early, and bridge communication to the Hospital Manager or Hospital Administrator when needed.

Team Leads may come from clinical or client service backgrounds depending on the needs and

structure of the hospital. Regardless of department, they are expected to model strong

teamwork, accountability, communication, and execution every shift.

When a manager is not present, the Team Lead serves as the primary point of contact for shift workflow coordination and operational support for support staff within their scope. Clinical decision-making, patient treatment plans, and medical direction remain under the attending DVM.

CORE RESPONSIBILITIES

Department and Role Support

Performs duties at a high level within their functional area throughout every shift. This role remains actively involved in frontline hospital operations and patient or client support. Examples may include:

• Advanced Veterinary Assistant or RVT clinical responsibilities
• Client Service Representative workflow and client communication support
• Patient admissions, discharges, scheduling, and coordination
• Assisting with hospital flow and operational execution
• Demonstrates professionalism, teamwork, and accountability every shift. Supports Fear Free handling and low-stress interactions where applicable. Supports the attending DVM by helping ensure staffing, workflow, patient movement, and operational execution align with the medical needs and priorities established by the doctor. Maintains awareness of safety, compliance, and operational standards within their department and escalates concerns appropriately.

Workflow and Floor Support

Monitors hospital flow throughout the shift and helps redirect teammates to where support is needed most. Supports the Hospital Manager/Administrator in execution of the daily deployment plan to ensure coverage, workflow balance, and operational priorities remain on track. Monitors lobby flow, phones, appointments, and patient movement to help maintain a positive and organized client experience. Reviews task worklists and operational queues to help ensure work is being completed consistently and accurately. Supports communication and coordination between front and back of hospital to reduce delays and workflow gaps. Helps identify bottlenecks, scheduling concerns, or operational disruptions early and escalates appropriately. Escalates facilities, equipment, safety, or compliance concerns to the Hospital Manager/Administrator promptly. When a manager is not on the floor, serves as the primary point of contact for workflow coordination and shift support within their scope. Anything beyond that scope is escalated to the Hospital Manager/Administrator. All medical direction, case management, patient care decisions, and treatment plans remain under the authority of the attending DVM.

Training and Development

Acts as a trainer and resource for new and developing team members, teaching skills, not just demonstrating them. Provides in-the-moment coaching and support throughout the shift, helping teammates build confidence and consistency. Supports training on workflows, systems, communication standards, and role-specific skills. Maintains training guides, onboarding tools, or department resources as assigned. Tracks training completion and escalates gaps or concerns to hospital leadership. Participates in Team Lead meetings, training, and continuing education as required.

Patient and Client Experience

Models calm, professional communication with clients during high-pressure moments. Supports teammates in having clear, confident, and compassionate conversations with pet parents. De-escalates difficult or emotional client situations professionally, including end-of-life conversations. Escalates unresolved client concerns to the Hospital Manager/Administrator with clear communication and documentation.

Culture and Communication

Leads by example every shift. Teammates should be able to look to the Team Lead to understand what great looks like in professionalism, teamwork, and accountability. Brings observations about team dynamics and workflow gaps to hospital leadership. Does not address teammate performance concerns directly. Contributes to a team environment that reflects VetnCare's values. Participates in Hospital Leadership Meetings as requested and contributes operational observations and updates. The Team Lead role is intended to support hospital operations, workflow execution, and teammate coordination. It does not replace or supersede the authority of the attending DVM or Clinical Director.

QUALIFICATIONS

Required

• Minimum 2 years of experience in a veterinary hospital or healthcare environment
• Demonstrated strength and advanced proficiency within their functional area (clinical support, client service, or hospital operations workflow)
• Proven ability to teach workflows and skills to others, not just perform them
• Strong verbal and written communication skills
• Strong organizational skills and ability to prioritize in a fast-paced environment
• Proficiency or willingness to learn VetnCare systems, such as Pulse and Google Suite
• Consistent, reliable, and accountable every shift

Preferred

• Prior experience in a senior, charge, mentorship, or lead role in veterinary medicine, healthcare, or customer service environments
• Familiarity with Pulse, Smartflow, or similar practice management systems
• Bilingual skills are a plus
• Fear Free certification (maintained annually)

WHAT SUCCESS LOOKS LIKE

• New teammates are getting trained and supported effectively
• The hospital runs smoothly and teammates know what is expected each shift
• Workflow issues are identified early and addressed proactively
• Teammates feel supported and pet parents notice the difference
• Hospital leadership trusts their communication, judgment, and follow-through
• Issues are escalated early, not after they become larger problems

COMPENSATION

From $20 per hour plus $1.50 differential

PHYSICAL DEMANDS

This role requires sustained physical activity throughout every shift, including standing, walking, frequent movement throughout the hospital, and role-specific operational or clinical responsibilities. Clinical responsibilities may include manual dexterity for patient care procedures and the ability to lift or restrain animals over 50 pounds. Work environment may include exposure to biological materials, chemicals, airborne pathogens, moderate to high noise levels, and emotionally demanding situations including patient death and client grief. Reasonable accommodations may be made for individuals with disabilities.