Careers

POSITION OVERVIEW

The Client Service Representative (CSR) is the client’s first contact when calling or
visiting the practice and as such represents the professional image of the practice to
callers and visitors. The CSR answers telephones, greets clients, maintains patient
records and escorts clients and patients to exam rooms, receives and relays client
correspondence, updates client financial records. The exceptional CSR has the ability to
diffuse negative client situations and foster client bonding.

POSITION REQUIREMENTS

EDUCATION AND LICENSURE REQUIREMENTS

• High school diploma or equivalent.
• Customer Service background is desirable but not required.
• Typing skills are required.
• Some computer knowledge is required; comfortable with Word, practice management software, and use of communication tools such as marketing programs and email.

EXPERIENCE REQUIREMENTS

• Significant experience with basic office functions in a busy office environment.
• Previous CSR and veterinary practice experience are desirable but not required.

PERSONAL REQUIREMENTS

• The CSR must be able to:
• Be flexible in attitude and work habits.
• Quickly learn how to pronounce, know the meaning of and spell commonly used veterinary terms.
• Perform basic computer skills, typing 30 words per minute.
• Physical Effort: Work requires lifting and carrying records and equipment weighing up to 25 lbs; requires sitting and standing for extended periods or time.
• Working conditions: May be exposed to unpleasant odors, noises, and animal feces. May be exposed to bites, scratches, and contagious

PERFORMANCE EXPECTATIONS

VETERINARY KNOWLEDGE / CLIENT EDUCATION

• Can answer client’s inquiries about basic animal care questions and routine procedures.
• Can educate clients on over-the-counter products such as shampoos and nutraceuticals; has full knowledge of heartworm and external parasite preventives to promote client education and sales.
• Can guide clients’ to make appropriate decisions regarding optimum pet care.

ADMITTING / DISCHARING PATIENTS / CASH HANDLING

• Can admit patients and handle medical records entries accurately.
• Can prepare health certificates, immunization certificates, laboratory requests, and euthanasia certificates.
• Can handle client/patient transfers with ease.
• Can prepare client invoices for services performed.
• Can accurately handle payment transactions.
• Can accurately and empathetically communicate estimates/treatment plans to clients.

HOSPITALITY

• Can bond with clients during interactions.
• Can keep the front desk a positive area even in the event there is a client-waittime.

SCHEDULE MANAGEMENT

• Can work to maintain an effective veterinarian appointment schedule, screening
• emergencies and prioritizing cases that need to be seen.

COMPUTER KNOWLEDGE / TELEPHONE SKILLS

• Receives and relays telephone, fax, and email messages accurately and promptly.
• Answers telephones and handle calls quickly, efficiently and in a professional and friendly manner using a multi-line system.
• Can Enter and update client and patient information into practice computer software.
• Has good computer skills and shows accuracy in inputting details.

PERSONAL CONDUCT / ATTITUDE / TEAMWORK

• Can maintain positive, cooperative relationships with other employees.
• Can display tact and respect with team members even when busy or hectic.
• Feel and express a genuine liking for animals and their owners and for working in an animal care field.

CLIENT COMMUNICATION

• Can conduct oneself in a confident and professional manner with clients even when situations are stressful and/or focused on individual tasks.
• Can deal intelligibly, pleasantly, and efficiently with clients, often doing several things at one time.
• Can greet clients with poise and natural effort.
• Can outline costs and fees in a positive light while supporting hospital payment policies.
• Can turn future clients (phone-shoppers) into clients through relationship building and bonding.
• Can easily remember clients and patients names and uses them.
• Can handle client correspondence including procedure reminders, thank you cards, welcome cards, sympathy arrangements and cards, and A/R statements.

FACILITY MAINTENANCE

• Can maintain a professional/welcoming appearance of the front office through cleaning and organization.
• Can offer proper upkeep for and troubleshoot office equipment including computers, telephones, copiers, and fax machines.

ORGANIZATION / TIME MANAGEMENT

• Can work almost constantly in the presence of other staff members and clients.
• Understands and carries out oral and written directions.

OTHER

• Performs other duties as assigned.

POSITION OVERVIEW

The veterinary technician provides medical support for the veterinarian. They begin the
examination procedure and continue to assist the doctor throughout the examination,
diagnostic and treatment phases. They aid the veterinarians in achieving greater
efficiency by relieving them of technical work and administrative detail. They have a
very significant role in communicating with and educating clients about their pets. They
are responsible for getting clients and patients in and out of examination rooms in a
timely manner without sacrificing patient or client care.

POSITION REQUIREMENTS

EDUCATION AND LICENSURE REQUIREMENTS

• High school diploma or equivalent
• Veterinary Technician Certification (CVT) desirable but not required.
• Registered Veterinary Technician or Licensed Veterinary Medical Technician (RVT/LVMT) certifications are desirable but not required.
• Previous On-The-Job Training is desirable when not a CVT, RVT, or LVT

EXPERIENCE REQUIREMENTS

• Minimum two years of experience as veterinary technician or assistant, or education equivalent.

PERSONAL REQUIREMENTS

• Minimum of 18 years old.
• Genuinely enjoys working with animals and is able to deal with them even when they are stressed, ill or in pain.
• Can stay calm and efficient during a medical crisis.
• Is well-spoken and approaches his/her job duties in a mature nature.
• Is experienced in the teamwork approach and works well with all levels of hospital team members.
• Possesses excellent client communication skills.
• Physical Effort: Work requires lifting and carrying animals (will be assisted by other staff members in lifting animals over 40 lbs). Walks or stands for extended periods or time; frequently works in a bent position.
• Attendance: Regular and reliable attendance required
• Working conditions: May be exposed to unpleasant odors, noises and animal feces. May be exposed to bites, scratches, and contagious diseases.

PERFORMANCE EXPECTATIONS

COMMUNICATION RESPONSIBILITIES

• Can provide compassionate care to patients and clients.
• Can work well with different veterinarians and their different treatment preferences and protocols.
• Can accept and execute responsibilities as directed by Technician Supervisor.
• Maintains positive, cooperative relationships with other employees.
• Can conduct oneself in a confident and professional manner even when stressed and/or focused on individual tasks.
• Can perform physical assessments, record observations legibly in computer.
• Can legibly keep accurate medical records in accordance hospital policy.
• Can handle client’s medical questions with confidence and direct to veterinarians when appropriate.
• Can efficiently and effectively transition exam room patients to treatment/hospitalization and or surgery technicians by communicating with the appropriate technician staff members. All exam room notes must be complete before transition.
• Can efficiently and effectively transition surgical patients to treatment and hospitalization technicians by communicating with the appropriate technician staff members. All surgery notes must be complete before transition.
• Can prepare estimates for procedures and discuss financial commitments with clients supporting hospital financial policies and referring them to the appropriate staff when necessary.
• Can explain necessary follow-up and homecare instructions to clients.
• Can check patients in and out, and process client payments.
• Can perform basic scheduling and other basic receptionist

FACILITY RESPONSIBILITIES

• Can properly care for all exam room materials; keep the exam rooms properly stocked and prepared for appointments.
• Understands the importance of a clean and orderly facility, does not hesitate to clean, or organize as part of a normal job duty.
• Can promptly report any faulty equipment or building assets (doors, cabinets, chairs, etc.) to the appropriate authority for repair.
• Can properly manage and inspect anesthesia machines regularly for leakage, capacity, and proper bag size for each patient.
• Can properly care for all surgical materials; keep the operating room properly stocked and prepared for surgery.
• Can maintain all surgical equipment (laser, SPO2 monitor, ECG monitor, anesthesia machines, etc.), delegate maintenance responsibilities with full accountability, and record all equipment maintenance according to hospital policy.
• Can properly and safely start and manage the surgical laser and evacuation unit during surgical procedures.

TECHNICAL RESPONSIBILITIES

• Can prepare and maintain the exam rooms and treatment areas.
• Can listen effectively and record detailed client reports and patient histories.
• Can review records from other facilities and translate into the medical history.
• Can perform physical assessments, record observations legibly in files or computer.
• Can effectively restrain pets even when large or difficult.
• Understands all common vaccinations and vaccination protocols and can explain to clients.
• Can properly evaluate potentially contagious diseases or viruses and properly disinfect the exam room and exam room materials.
• Can perform emergency procedures such as control of bleeding, resuscitation with oxygen, opening airways, and external cardiac massage.
• Can perform clinical laboratory procedures such as fecal flotation exams, heartworm checks, skin scrapings, urinalysis, and fungal cultures; draws blood for laboratory analysis; maintains file of lab test results and ensures that test results are recorded in patient records.
• Can properly and efficiently run the laboratory equipment to check CBC’s, chemistries, and other necessary screening.
• Can effectively position for and take radiographs.
• Can admit patients following hospital policy and doctors written orders.
• Can record appropriate treatment charges performed on each patient and document those treatments within the medical record.
• Can review the following day’s procedures, review histories of those patients and verify that each patient is properly prepared for admission.
• Can verify that the patient is up to date on appropriate pre-anesthetic lab work before admission or can inform surgical veterinarian when in-house lab work is ready to be reviewed.
• Can admit patients following hospital policy and doctors written orders andnclearly discuss all options and risks with clients and verify that all documentation is filled out in full before the client leaves the building.
• Can give SQ, IM and IV injections.
• Understands usage, dosage, and common side-effects for commonly usedmprescription drugs and can readily explain them to the clients.
• Can perform electrocardiograms.
• Can easily and confidently place an IV catheter and understands the use and care of IV pumps as well as calculating drip rates when necessary.
• Can assist the veterinarian in medical, surgical, and dental procedures.
• Can properly administer anesthesia and intubate patient for gas anesthesia under supervision of a veterinarian.
• Can properly prepare patients for surgery to include clipping and sterilization of the surgical site.
• Can monitor patients during surgery and record the anesthesia monitoring information as determined by hospital policy with an understanding of different drug side effects.
• Can properly position patients for particular surgical procedures.
• Can open surgical packs, suture packs, etc. aseptically for the veterinarian.
• Can properly extubate, monitor temperature, and recover a patient from anesthesia.
• Knows common anesthesia and recovery states and can alert veterinarians when symptoms change or when concerns arise with hospitalized patients.
• Can properly clean, wrap, and sterilize instruments and gowns using the autoclave.
• Should be able to understand and determine the differences between surgical tools and suture material.
• Can properly log controlled substances used for surgical procedures.
• Can discharge patients based on the veterinarian’s orders, ensuring that patients are well groomed and in a medically appropriate state.
• Can properly communicate with reception staff that patients are ready to be checked out, and pertinent follow up instructions are recorded in the “Plan” section of the medical history.

POSITION OVERVIEW

The technician assistant is responsible for proper husbandry care of animals including
walking patients, record keeping, and the disinfecting of cages, runs, and all ward areas.
The technician assistant is responsible for the general cleanliness and regular
maintenance of the hospital. They also serve as the veterinary technician’s primary
support. They assist in restraining pets and running diagnostics for the examination
procedure. They aid the technicians in achieving greater efficiency by supporting and
assisting them in their routine work.

QUALIFICATIONS / POSITION REQUIREMENTS

EDUCATION AND LICENSURE REQUIREMENTS

• Minimum age requirement of 16 years old
• Previous on-the-job training desirable, but not required

EXPERIENCE REQUIREMENTS

• Previous animal care background is desirable, but not required.

PERSONAL REQUIREMENTS

• Genuinely enjoys working with animals and is able to deal with them even when stressed, ill, or in pain.
• Can work unaffected in an environment where dogs are barking.
• Must be available to work weekends to be considered for the veterinary assistant
• position.
• Can stay calm and efficient during a medical crisis.
• Is well-spoken and approaches his/her job duties in a mature manner.
• Can support and be a part of a team; works well with all levels of hospital team members.
• Physical Effort: Work requires lifting, carrying and restraining animals (will be assisted by other staff members in lifting animals over 40 lbs). Walks or stands for extended periods or time; frequently works in a bent or squatting position.
• Working conditions: May be exposed to unpleasant odors, noises, and animal feces. May be exposed to bites, scratches, and contagious diseases.
• Attendance: Regular and reliable attendance is required.

PERFORMANCE EXPECTATIONS

• Can provide compassionate care to patients.
• Can conduct oneself in a confident and professional manner even when stressed and/or focused on individual tasks.
• Can follow a regular schedule for cleaning and sanitizing all cages, runs, wards, and related areas; changes litter boxes and food/water bowls.
• Can feed each animal as prescribed by the attending veterinarian or veterinary technician and communicate appetite.
• Understands the importance of prioritizing tasks and keeps oneself busy and productive during work shifts.
• Can manage laundry loads and cycles efficiently for the hospital.
• Maintains the grounds of the property including waste disposal, light maintenance of landscape upkeep and general building maintenance.
• Can handle basic grooming (brushing) patients.
• Can collect urine and fecal specimens.
• Can recognize and report any unusual condition or abnormal behavior.
• Can assist doctors & technicians with administration of medications & patient restraint.
• Cleans equipment and tools using appropriate cleaning supplies; understands the importance of safety of use chemicals in our facility.
• Maintains the cleanliness of the hospital each day.
• Understands and carries out the weekly and monthly chore list to maintain the hospital cleanliness, the equipment, and overall appearance of the hospital.
• Understands and carries out oral and written directions.
• Can clean, prepare, and maintain the exam rooms and treatment areas.
• Can perform physical assessments (attitude, eliminations, appetite, etc.) and record observations legibly in computer.
• Can effectively restrain pets even when large or difficult.
• Knows all common vaccines and vaccination protocols and can explain to clients.
• Understands the importance of a clean and orderly facility, does not hesitate to clean, or organize as part of a normal job duty.
• Can properly care for all surgical materials and equipment; keep the operating room properly stocked and prepared for surgery.
• Can effectively position for radiographs.
• Maintains positive, cooperative relationships with other employees.
• Performs other duties as assigned including assisting in other areas.