Job Title: Head Veterinary Technician
Reports to: Clinic Manager
Job Summary: The Head Technician is the management position responsible for oversight of both the surgery and wellness services departments (with the exception of veterinarians). This position oversees daily operations of all direct patient care and animal handling, ensuring that high quality patient care is provided at every step of the surgical or wellness visit.
Job Responsibilities
Personnel/Management
• Supervises Surgery Supervisor, Wellness Coordinator and team of up to 20 Veterinary Technicians, Assistants and Kennel workers. Maintains a good working relationship with all staff and monitors dynamics within the team to ensure effective, positive communication between all members.
• Promotes a positive attitude among staff and demonstrates a commitment to the mission of the organization.
• With assistance of Surgery Supervisor and Wellness Services Coordinator, assigns staff schedules, approves vacation or day-off requests, solicits overtime and assigns duties to staff; coordinates and organizes workload to ensure tasks are completed correctly, efficiently and in a timely fashion.
• Hires and trains new staff within budget.
• Handles disciplinary action and staff counseling as needed, documenting all conversations and keeping Clinic Manager apprised of Human Resources concerns; develops and utilizes department members’ skills to the advancement of the individual and the organization; performs regular evaluations of staff performance and makes recommendations to clinic Manager regarding compensation of staff; makes recommendations regarding involuntary termination of staff to Clinic Manager.
• Ensures adherence to company policies and procedures and all applicable laws. Provides ongoing training to staff.
• Ensures weekly meetings with staff are held and participates in monthly clinic staff meetings.
• Customer Service/Animal Care –
• Provides hands-on animal care and participates in the accomplishment of daily workload as a member of the surgery and wellness team.
• Oversees customer service and animal care concerns; deals with client complaints and unusual client requests professionally and promptly; monitors staff’s client interactions to guarantee client satisfaction.
• Notifies clients regarding any significant findings while animal is in clinic, e.g. changes of sex, findings during veterinarians’ exam that indicate anything of concern or that owner should follow up with regular vet, positive results of snap tests, significant changes in health status (seizures, development of URI, etc.), and mortality with courtesy and respect.
• Ensures proper dissemination of medical information, findings and instructions to pet owners directly or to Client Service Representative or Spay Shuttle staff when necessary for communication to pet owners.
Administrative
• Monitors and reports regularly on department performance; proactively identifies opportunities to improve quality of service as well as efficient and effective use of resources.
• Conducts ongoing monitoring of quality of services in surgery and wellness departments including surgical complications and mortalities, vaccination reactions or other quality indicators. Assists Director of Veterinary Services in monitoring quality of services provided by and performance of individual veterinarian staff.
• Assists management to create, implement and maintain standard operating procedures and guidelines.
• Assists Director of Veterinary Services to schedule licensed staff for surgery and Wellness Services.
• Maintains controlled drugs log as required by law
• Participates in and contributes to monthly managers’ communication and workshop meetings as well as quarterly veterinary staff meetings.
• Monitors inventory of medical/surgical supplies to ensure consistent availability for department needs and security of company assets.
• Follows established security protocols to ensure the safety and security of patients, staff, assets, and facility.
Maintenance
• Order supplies and equipment as needed within budget.
• Ensures maintenance of cleanliness and appearance of surgical suite, prep room, recovery room, cage rooms, exam rooms and any areas used by technician staff; ensures consistent, proper cleaning/disinfection and adherence to all Infection Control procedures.
• Ensures proper maintenance of all equipment used by the department; secures service or repairs when needed within budget.
• Ensures neat and orderly appearance of surgical suites, prep room, recovery room, cage rooms and exam rooms.
• Ensures proper documentation of findings, treatments, and procedures are entered in patient medical records.
Schedule
• Regular attendance and punctuality is required. Vacations, call outs, and tardiness must be discussed with direct supervisor by phone or in person.
• Flexibility in schedule is required, including the ability to work evening, weekends or early morning hours. Overtime may be needed as determined by the needs of the organization.
• Animal Handling is required.
• Perform other duties as assigned.
Education & Qualifications
• Veterinary Technician National Examination (VTNE) passage required.
• Minimum 2 years experience as veterinary technician in veterinary hospital or clinic, preferably a high-volume spay/neuter setting.
• Minimum 1 year prior supervisory experience in veterinary setting, preferably a high-volume spay/neuter setting.
• Must have computer skills in Word, Excel and basic understanding of databases.
• Valid NJ driver’s license is required to operate company vehicles.
Knowledge and Skill Requirements
• Must embrace the mission and goals of the organization; have sincere interest in advancing the objectives as determined by the Board of Directors.
• Able to recognize warning signs in animal behavior.
• Must have strong problem solving and organizational skills, ability to coordinate work efficiently in a fast-paced high-volume environment with keen attention to detail.
• Must speak and write clear and fluent English. Bilingual (English and Spanish) preferred.
• Must possess ability to work in high-volume, fast-paced clinic environment (occasionally in various locations or off-site).
• Must have ability to handle inflammatory situations with both clients and staff with courtesy and respect.
• Must be able to read and understand technical medical information and apply concepts to needs of department. Must be able to explain concepts to lay staff and clients clearly.
• Must be able to analyze and define problems, collect and organize data, establish facts and draw valid conclusions. Able to develop and implement creative solutions to complex and abstract problems.
Physical requirements/Work Environment
• High volume, hectic veterinary office similar to medical care/urgent care environment
• Noise level varies; animals will make noise including dogs barking, cats meowing or screeching, equipment alerts noises.
• Must be able to stand and walk for up to 10 hours.
• Must be able to read, write legibly, and communicate clearly in English both in person and on the telephone. Ability to communicate with professionalism and tact.
• Must be able to lift and carry up to 50 pounds repeatedly without assistance. Must be able to assist others in lifting more than 50 pounds.
• Must be able to bend, kneel and reach repeatedly; must be able to work, reach and lift on hands and knees.
• Must be able to grasp, hold, and manipulate objects varying from small and fine to large and heavy with both hands.
• Must be able to safely and competently operate equipment pertinent to carrying out their duties with proper training.
• Must be able to function effectively during emergency situations.
• Must be able to cope with death adequately so as to offer appropriate support to bereaved owner.
• Must physically hold and restrain pets that may struggle, scratch, or try to bite.
• Must be able to view, smell or hear physical symptoms or medical problems, read medical instruments, and follow handwritten instructions.
• Must be able to perceive, evaluate, respond and react quickly to visual, olfactory or auditory signals, warnings, or communication from other staff, animals, or medical equipment.
• Services may be provided occasionally off site, outdoors or indoors in temporary settings throughout NJ.