Veterinary Assistant/Receptionist

ATTENTION: Anyone with animal handling/training and/or customer experience who is inspired and respectful and wants to be collaborative and accountable while striving for excellence, we want you to join our team!

We are a passionate team of veterinary professionals who are committed to consistent and compassionate care for all who walk through our door. Veterinary assistant/Receptionist (Patient and Client Care Specialist) is a dual position that has have a broad range of responsibilities and will typically divide their time between assisting the receptionists, helping doctors with physical examinations, dispensing medications, and helping veterinary technicians position patients for and process radiographs, prepare patients for surgery, provide nursing and comfort care, and perform treatments or basic laboratory diagnostic tests.

Position Overview

This is a unique position that is crucial for ensuring quality patient care and exceptional customer service. Patient and Client Care Specialists are focused on meeting client expectations while also respectfully educating clients on IVWC standards of medical care to provide exceptional patient care. The purpose of this position is to ensure quality care for pets and promote greater efficiency by relieving technicians and veterinarians of technical and administrative work.

The Patient and Client Care Specialist uses sound judgment when triaging patient care and client requests, responds quickly and calmly to emergencies, and maintains high standards of patient care and customer services. This person communicates clearly with the veterinarians, other clinic personnel, and clients to ensure that patients receive the care they need. Technician Assistants are friendly and flexible in the face of varying expectations from clients and coworkers. They multi-task, prioritize tasks well, and think creatively.

A Patient and Client Care Specialist strongly believe in the quality of care provided and communicate this sense of assurance to clients. The Patient and Client Care Specialist provides for patient and client comfort by keeping the hospital clean and presentable and may provide training to other members of the healthcare team.

Reporting Structure

Directly reports to the Lead Technician and/or the Practice Manager. May also receive direction from DVMs and Client Care Specialists on a daily basis. Works alongside the Technicians, Assistants and Client Care Specialists, who determine the scope and type of support services to be furnished and the procedures used to accomplish them.

Primary Responsibilities

Client Relations

• Monitors appointment schedule and communicates with clients about wait times.
• Check-in clients on Cornerstone within 30 seconds of their arrival.
• Uses the client’s and pet’s names to personalize communication.
• Acknowledges every client who enters the building within 30 seconds.
• Answers incoming telephone calls by the third ring, using proper telephone etiquette. This includes using a three-part greeting and asking callers before placing them on hold.
• Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers calls, and pages staff members. Takes and routes messages for veterinarians and staff members.
• Maintains current client contact information.
• Follows established clinic guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills.
• Handles basic questions regarding clinic services, fees, and animal care and treatment in accordance with clinic policies.
• Uses active-listening skills to obtain all necessary medical and personal information from the client.
• Communicates basic patient preventative care protocols to clients.
• Maintains knowledge of the practice’s products and services.
• Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.
• Discerns any potential client problems, complaints, or questions and handles them appropriately.
• When working with prospective clients, able to articulate who we are and how we are different from other clinics.
• Ask questions to learn about prospective clients and pets to help discern if our services and our process for patient care/client relations (IVWC pledge) will meet their medical objective/needs for their pet, and counsel prospective clients to other options if needed.

Appointment Scheduling

• Schedules outpatient, surgical, hospitalized patient appointments using a computerized scheduling program.
• Schedules appointments in accordance with established clinic guidelines, allocating the appropriate amount of time (10, 20, or 30 minutes) according to the type of visit. Maintains “Urgent Care” for emergencies and helps keep the practice on schedule.
• Triages urgent-care patients and communicates with the medical team as appropriate.
• Schedules appointments to meet client DVM preference, availability while also keeping medical standard of care in mind to advocate for the best medical care of the patient.
• Provides clients with any information or instructions they will need prior to their appointments.

Medical Records

• Retrieves client records and prepares needed forms in advance of clients’ arrival. Including entering the information into Cornerstone.
• Notes the source of client referrals.
• Obtains medical and vaccination histories from the client. Recognizes and notes any procedures due for the patient.
• Retrieves and re-files medical records accurately and promptly.
• Purges inactive files as directed.
• Updates client files and patient records as needed.
• Scans medical documents.
• Faxes medical records to requesters, with client’s permission.

Patient Care

• Greets clients and patients within 5 minutes of their scheduled appointment time, obtains the patient's weight, and escorts them into an exam room.
• Provides safe and effective patient restraint.
• Assists with lab tests as needed.
• Assists veterinarians and technicians in surgery and dentistry.
• Recognizes patients with contagious disease and follows relevant procedures.
• For hospitalized/surgical patients, provides compassionate patient care, keeping patients clean, dry, and comfortable. Alerts the team to changes in patients’ condition.Walks, cleans, and feeds patients.

Marketing and Client Education

• Educates clients regarding preventive medicine and vaccination requirements.
• Informs clients of suggested procedures to maintain their pets’ good health.
• Distributes handouts, new client kits, clinic brochures, and “giveaways,” such as clinic leashes, pet carriers and magnets to clients.
• Promote the practice’s products and services to clients, making suggestions when appropriate.

Cash Handling

• Accurately completes patient visit list.
• Accepts payments from the client. Accurately processes cash, checks, charge card payments, credit account payments, and post-dated checks. Accurately invoices coupons and gift certificates.
• Performs end-of-day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a bank deposit, and presenting reports and deposit receipts to the Practice Manager or owner.

Hospitality

• Opens the practice and sets up for the morning as directed.
• Closes the practice for the evening as directed.
• Keeps the clinic clean and stocked by assisting staff with cleaning and straightening the public areas of the practice, including the front desk, reception area, client restrooms, and exam rooms.
• Cleans, cares for, and packs surgical equipment properly.
• Removes trash from hospital, and sweeps and mops floors daily.
• Launders soiled blankets, towels, and other linens.
• Utilizes in-house inventory control procedures to ensure items are stocked appropriately.
• Restocks and arranges retail and point-of-purchase displays.
• Maintains and replenishes the refreshment area.

Personal Conduct

• Adheres to the IVWC values
• Inspired-Compelled to be different or better
• Collaborative-Work with others to achieve a common goal
• Accountable-Take ownership and responsibility for actions
• Respectful-acknowledge the feelings, wishes, rights or traditions of others
• Excellence-Strive toward what is positive, valuable and great
• Serves as a representative of the clinic, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
• Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
• Adheres to the posted work schedule. Arrives for work promptly and begins work at start time.
• Follows clinic policies for reporting lateness or absences.
• Utilizes the time clock to clock in and out at the beginning and end of each day and during breaks.
• Organizes work areas and exercises time-management skills to maximize personal efficiency.
• Prioritizes tasks and handles multiple tasks in a calm, organized manner.
• Adheres to all clinic policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the clinic procedures manual.
• Attends all staff and departmental meetings as requested.

Additional Duties

• Performs other duties as directed.
• Generates financial and other reports (e.g., call-back lists and appointment lists) using the computer system, as directed.
• Prints client correspondence, such as reminder cards and letters, thank you letters, and new-client letters.
• Manages office inventory. Establishes an inventory control system to ensure availability of adequate supplies.
• Improves upon customer service, office management, and veterinary knowledge and skills by taking advantage of in-house education materials (e.g., CDs, books, and videos) and by participating in continuing education, staff meetings, and in-house training.

Requirements

• Education equivalent to the completion of the 12th grade.
• 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 the entire shift, sometimes exceeding 10 hours per day.

Start Date: June 2023

Employment

Full-Time, Regular

Job Types: Full-time, Part-time

Pay: $13.00 - $14.50 per hour

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Experience:

• Veterinary assistant: 1 year (Required)
• Customer service: 1 year (Required)

Work Location: In person

Salary : $13 - $15