Shift Lead, Clinical Liaison Support - 9AM–7PM CT, Fri-Mon in Northbrook, Illinois at Vets Choice Radiology LLC

Title

Shift Lead, Clinical Liaison Support

Department/Group

Clinical Liaison

Job Status

Full time - Remote

FLSA Classification

Exempt

Schedule

9AM–7PM CT, Fri-Mon. Final assignment based on business need.

Positions Supervised

Peer leadership; no formal supervisory authority

Reports to

Veterinary Clinical Liaison Manager

Travel/On Call

Occasional/Periodic

Founded in 2018, Vets Choice Radiology (VCR) is a leading full-service veterinary teleradiology company known for diagnostic quality, white-glove service, and guaranteed turnaround times. With a global network of more than 100 board-certified veterinary radiologists, VCR provides 24/7/365 interpretation services for radiographs, ultrasound, CT, and MRI, backed by a one-hour STAT guarantee or the read is free.

We are in an exciting phase of growth, investing in people, technology, and infrastructure to strengthen patient care and meet the evolving needs of the veterinary profession.

Vets Choice Radiology is an Equal Opportunity Employer and does not discriminate. All employment decisions are based upon qualifications, merit, and business need.

Job Summary

The Shift Lead, Clinical Liaison Support is a designated operational role that strengthens real-time service delivery, team stability, and workflow continuity across the Clinical Liaison (CL) team. This role provides floor support through queue monitoring, prioritization, escalation coordination, IT/outage communication, live coaching, and shift handoff continuity.

Shift Lead is a parallel operational function, not a clinical seniority level. A strong candidate from CL I, CL II, CL III, or outside the organization may be considered based on demonstrated operational judgment, communication skills, composure under pressure, and real-time leadership ability rather than tenure alone.

The role does not include people-management authority. Formal corrective action, performance reviews, PTO approval, compensation decisions, and independent policy changes remain with the Veterinary Clinical Liaison Manager unless later defined by leadership.

This position is designed for an experienced veterinary professional who enjoys being a trusted resource, supporting peers in the moment, improving workflows, and helping the team navigate the day-to-day demands of a fast-moving virtual care environment. Shift Leads are expected to use independent judgment within defined operational boundaries, communicate clearly, and partner with leadership when escalation is needed.

Essential Job Functions

Shift Support & Clinical Leadership

• Serve as the designated point of contact and real-time resource for Clinical Liaisons during assigned shifts.
• Provide live coaching, support, and troubleshooting for clinical, workflow, systems, and customer experience needs.
• Coordinate shift-level escalations and help team members navigate complex customer, clinical, workflow, and operational situations.
• Partner with other Shift Leads, CL III/Senior CLs, and leadership to promote consistent communication, clinical standards, and quality service delivery.
• Support a collaborative, solution-focused team environment while guiding peers without formal supervisory authority.

Workflow, Queue & Operational Support

• Monitor queue health, case aging, team capacity, workflow priorities, and turnaround-time risk to support efficient service delivery.
• Make real-time workload adjustments within defined boundaries to maintain service continuity during high-volume periods or operational changes.
• Identify barriers, trends, and process improvement opportunities that support team efficiency and scalability.
• Maintain awareness of coverage gaps, break/lunch timing concerns, and unresolved operational issues that may impact service delivery.

Coverage, IT & Outage Support

• Serve as the point of contact for shift coverage needs, operational gaps, system outages, technical issues, and unexpected disruptions.
• Coordinate with IT, leadership, radiology partners, and other operational teams as appropriate when technical or workflow issues affect case delivery.
• Make in-the-moment shift-level decisions within defined boundaries, such as when to loop in IT, request additional support, activate approved on-call coverage, adjust break/lunch timing to maintain queue coverage, or hold an issue for the incoming shift.
• Help teams adapt to contingency workflows and document feedback or improvement opportunities after operational challenges.

Change Management & Innovation

• Act as a communication bridge between frontline teams and leadership.
• Help translate new initiatives into practical team workflows.
• Participate in beta testing of new tools, processes, and programs.
• Provide actionable feedback to improve adoption, user experience, and operational scalability.

Growth & Development

• Support onboarding, peer mentorship, knowledge sharing, and real-time skill development.
• Serve as a subject-matter resource for clinical and operational processes.
• Participate in stretch assignments across VCR teams to build cross-functional experience.
• Contribute ideas that support innovation, growth, and the future of veterinary care delivery.

Qualifications, Education, and Experience

• Veterinary technician experience strongly preferred; credentials such as LVT, CVT, or RVT are a plus but not required.
• Experience in veterinary medicine, virtual care, client support, teleradiology, or veterinary operations; prior experience as a VCR Clinical Liaison at any level is valuable but not required.
• Demonstrated ability to stay composed and lead in real time under pressure, with strong situational judgment, clear communication, and high emotional intelligence.
• Experience mentoring, coaching, teaching, training, or informally guiding teammates preferred.
• No degree requirement is set for this role; selection should be competency-based and aligned to operational needs.

Key Competencies

• Ability to adapt quickly, embrace change, and bring creative solutions forward.
• Strong problem-solving skills and the ability to make sound decisions in real time within defined boundaries.
• High emotional intelligence and a steady, supportive presence with peers, especially when guiding others without formal authority.
• Excellent communication and collaboration skills, with the ability to respond to feedback constructively.
• Comfortable working in an environment where processes continue to evolve.
• Highly organized, detail-oriented, and able to manage multiple tasks and deadlines in a fast-paced environment.
• Consistent follow-through and accountability for assigned responsibilities.

Physical Demands

• Ability to work on a computer for extended periods of time.
• Ability to lift at least 20 pounds.

Working Conditions

• Fully remote position
• VCR provides required computer equipment and monitors and partial reimbursement for internet service. Employees must maintain stable high-speed internet and a professional home office environment with minimal background noise to ensure effective communication and productivity.

Reasonable Accommodations

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions.

Disclaimer

Employment with Vets Choice Radiology is at-will, which means that either the employee or the Company may terminate the employment relationship at any time, with or without cause, and with or without notice, unless otherwise required by law. Nothing in this job description or any other Company document or communication shall be construed as creating a contract of employment or a guarantee of continued employment. The Company reserves the right to modify, interpret, or apply this job description as it sees fit, in accordance with business needs and applicable laws.