Receptionist

The veterinary receptionist provides exceptional customer service to all clients of Paws and Claws Medical Center. A person in this position can expect to perform record keeping duties, clerical duties related to animal patient care and treatment, and to provide miscellaneous support to the veterinary practice owners and staff. This position requires a practical knowledge of hospital organization and services, the basic rules and regulations governing visitors and animal patient treatment, data entry, word processing, mail service, and a practical knowledge of the standard procedures, veterinary records and terminology used in the hospital.

Requirements:
Previous veterinary reception experience is preferred. At a minimum previous pet experience is required.

Educational: Completion of 4 years of high school or equivalent is required.

Physical: Must have the strength and stamina to work on feet all day and/or remain stationary at the front desk, will need to bend repeatedly and lift up to 25 pounds without assistance frequently.

Ergonomic: An employee in this position must be capable of safely working in environment with potential exposure to hazardous materials, infectious and zoonotic diseases.

Other: An employee in this position must have a sense of caring for animals; be willing and available to stay late or through breaks, when needed, to assist with emergency or critical-care patients if needed. Maintain strict confidentiality regarding clients and patients for whom the practice provides veterinary services. Ability to multi-task, prioritize and delegate while maintaining composure in stressful situations is expected.

Essential Job Functions:

General:

• Always be in position and prepared to work at the start of each scheduled shift.
• Competently speak and write the English language (mandatory) and Spanish language (not mandatory)
• Continuously strive to gain more information, and additional skills as pertains to the job.
• Follow OSHA standards, and other safety protocols and procedures put in place by MVS.
• Know and use standard medical and business abbreviations and terminology when speaking and writing.
• Know the range of services the practice provides and the species it treats.
• Maintain a professional appearance while at work, including clean and pressed uniforms or clothes.
• Participate in all staff meetings.
• Perform other duties as assigned
• Stay current on policies, procedures and schedule.
• Understand and be able to recognize animal behaviors (ex. Fear, aggression), know how to change approach to animal based on behavior.

Attitude and Behavior:

• Demonstrate commitment, dedication, cooperation and positive behavior
• Handle stress and pressure with poise and tact.
• Promote a positive attitude among staff.
• Smile and maintain a friendly demeanor while on the job.
• Show respect and compassion for clients, team members, and animals (alive or deceased) at all times.

 Client Service:

• Act as a client and patient advocate to ensure the needs of our clients are met.
• Assist grieving clients and comfort them. Be familiar with the grieving process. Always be sensitive to the background chatter and conversations that could exacerbate the anxiety and grief clients are experiencing.
• Handle challenging clients with a calm and reassuring demeanor; know when to bring in member of management team.
• Maintain communication with clients waiting in lobby, continuously updating and reassuring them of status.
• Prepare and send client correspondence such as invoices, sympathy cards. Prepare miscellaneous correspondence as needed.
• Promptly (within two rings) answer the telephone according to hospital protocol and with a smile. Screen those calls that are handled by other staff members and take care of routine calls. Routine calls include those seeking information about veterinary services. Provide knowledge concerning the care and treatment of animals including questions regarding hospital services, fees, animal care and treatment in accordance with hospital policies. Appropriately direct other questions and communication to a veterinarian, technician, vet assistant, manager, or other staff members.
• Provide counseling and compassion for clients; answer their questions unless it is clear attending doctor or technician should do so.
• Welcome clients and patients to the practice and provide for their comfort while they are in the practice. This includes greeting clients, answering questions, offering beverages, offering TV remote or to change channel, etc.

Job Knowledge and Skills:

• Communicate with veterinary technicians when patients arrive. Collect weight of patient, and record it on the exam form, and in electronic practice management software. Relay all necessary information to the doctors and technicians. If clients are waiting for more than 5 minutes, check with the technician to make sure they are aware the client is waiting. Keep clients updated on any delays. If a client is more than 15 minutes late for an appointment time, call the client to find out if they are on their way or need to reschedule. Communicate any client delays to technicians and record it in the system.
• Learn and properly execute all morning and evenings tasks with great attention to detail. This includes the cashier report/deposit.
• Learn and understand how to properly utilize other additional system like Pet Desk, Vets First Choice, Nextiva fax, etc.
• Learn and understand how to properly utilize the phone system at PACMC (call transfer, paging, messages, etc).
• Schedule appointments for the clinic after obtaining all necessary data concerning the animal, owner, and RDVM. Call RDVM and request records for NEW patients, patients that are NEW, or patients that have not been in to for a long period of time (more than 1 year). Once records are received, attach them to the medial record in the system.
• Understands and can explain Care Credit and Scratch pay financing option. Correctly and accurately enters client information.

Physical Maintenance:

• Aware of potentially zoonotic diseases and how to avoid exposure.
• Clean and straighten the public areas of the practice including the front desk, reception area, bathroom, examination rooms, and waiting area. Make sure no urine, slobber, debris, dust, hair or other dirt is visible in the reception/lobby area. Ensure that all trash is picked up and magazines are straight and current. Maintain a clean smelling lobby and properly clean any accidents an animal may have in the hospital.
• Help launder soiled linens using established protocols.
• Help maintaining the reception and exam rooms clean from vomit, feces, urine or any other dirt or soiling spilled by cleints or patients.
• Help maintain the restrooms, floor, toilets, sinks, etc clean an presnetable for cleints and coworkers, by clenaing them after you use them as by perfroming cleaning on  rotational baiss with your coworkers.
• Maintain constant vigilance regarding open doorways that could allow pets to escape from their cage or facility.

Record Keeping:

• Ensure all appropriate charges have been entered into patient invoice prior to checking client out.
• Update reminders, Scan and enter documents and data into the computer system as required. Retrieve and modify stored records. Assist in the updating of client/patient files as needed including name, address, telephone numbers and RDVM.
• Review the services that were rendered and inform client of the total amount due. Assure that owners meet all financial obligations at time of service. Accept payments from the client. Accurately process cash, charge card payments and care credit account payments.

Reports to: Front Office Manager, Hospital Administrator, Veterinarians. 

Technician

Requirements:

• Physical: Must have the strength and stamina to work on feet all day, will need to bend repeatedly and lift up to 50 pounds without assistance frequently.
• Ergonomic: An employee in this position must be capable of safely working in environment with exposure to hazardous materials, sharp objects, infectious and zoonotic diseases.
•  Other: An employee in this position must have a sense of caring for animals; be willing and available to stay late or through breaks, when needed, to assist in emergencies or critical-care patients afterhours if needed. Maintain strict confidentiality regarding clients and patients for whom the practice provides veterinary services. Ability to multi-task, prioritize and delegate while maintaining composure in stressful situations is expected.

 
Essential Job Functions:

General:

• Always be in position and prepared to work at the start of each scheduled shift.
• Competently speak and write the English language (mandatory) and Spanish language (not mandatory)
• Continuously strive to gain more information, and additional skills as pertains to the job.
• Follow OSHA standards, and other safety protocols and procedures put in place by PACMC.
• Know and use standard medical and business abbreviations and terminology when speaking and writing.
• Know the range of services the practice provides and the species it treats.
• Maintain a professional appearance while at work, including embroidery, clean and pressed uniforms or clothes.
• Participate in all staff meetings.
• Perform other duties as assigned
• Stay current on policies, procedures and schedule.
• Understand and be able to recognize animal behaviors (ex. Fear, aggression), know how to change approach to animal based on behavior.

Attitude and Behavior:

• Demonstrate commitment, dedication, cooperation and positive behavior
• Handle stress and pressure with poise and tact.
• Promote a positive attitude among staff.
• Smile and maintain a friendly demeanor while on the job.
• Show respect and compassion for clients, team members, and animals (alive or deceased) at all times.

Skills:

• Ability to work in a collaborative team setting
• Good communication skills and enjoy working with people
• Enjoy learning new skills and exploring new technologies
• Willingness to participate in additional training programs
• Provide input and assist with all aspects of patient care
• Excel in technical nursing skills including but not limited to: Venipuncture and Catheter placement.
• Ability to obtain accurate radiology views
• Effective anesthesia monitoring
• Patient restraint, physical examinations and patient assessments.
• Good Laboratory skill set including but not limited to: Manual differentials, exotic CBC’s, Fecal and era cytology and UA
• Possess or demonstrate desire to obtain a solid understanding of the common medication used within the practice scope.
• Provide compassionate and timely care for our hospitalized patients

Qualifications:

• At least 3 years of experience is expected but not mandatory or Current State licensure as a Certified/Registered/Licensed Veterinary Technician is preferred.
• Prior experience in an emergency, AAHA practice and/or exotic practice is a plus
• Only 1+ years’ experience as a Veterinary Technician or veterinary assistant will be considered.

Physical Maintenance:

• Aware of potentially zoonotic diseases and how to avoid exposure.
• Clean and straighten the clinic areas of the practice including the examination rooms, laboratory, treatment and hospitalization areas, examination and wet tables, x ray and surgery rooms, Kennel and employee’s bathroom. Ensure that all trash is picked up and disposed properly daily.  Maintain a clean smelling exam rooms and properly clean any accidents an animal may have in the hospital.
• Help launder soiled linens using established protocols.
• Help maintaining your working and any other room clean from vomit, feces, urine or any other dirt or soiling spilled by cleints or patients.
  Help maintain the restrooms, floor, toilets, sinks, etc clean an presentable for clients and coworkers, by clenaing them after you use them as by performing cleaning on rotational basis with your coworkers.
• Maintain constant vigilance regarding open doorways that could allow pets to escape from their cage or facility.

Record Keeping:

• Ensure all appropriate charges have been entered into patient invoice prior to checking client out.
• Update reminders and identify Patient due services. Assist in the updating of client/patient files as needed including name, address, telephone numbers and emails.
• Review the services that were rendered and inform client of the total amount due.

Reports to: Front Office Manager, Hospital Administrator, Veterinarians.

ASSOCIATE VETERINARIAN

INTRODUCTION
The Associate Veterinarian works under the direct guidance and supervision of the owner or medical director. The Associate Veterinarian is to make every effort to help improve the quality of care given to the patients of Paws and Claws Medical Center.   

MAJOR DUTIES
Examine animals to detect and determine the nature of diseases or injuries.
Treat sick or injured animals by prescribing medication, setting bones, dressing wounds, or performing surgery.
Inoculate animals against various diseases such as rabies and distemper.
Collect body tissue, feces, blood, urine, or other body fluids for examination and analysis.
Operate diagnostic equipment, such as radiographic and ultrasound equipment, and interpret the resulting images.
Advise animal owners regarding sanitary measures, feeding, and general care necessary to promote health of animals.
Educate the public about diseases that can be spread from animals to humans.
Train and supervise workers who handle and care for animals; as needed, from time to time.
Provide care to a wide range of animals or specialize in a particular species, such as horses or exotic birds.
Humanely euthanize animals when it has been mutually agreed upon by the patient’s owner.
With the assistance of the technicial team, administer anesthetics, perform surgery, and monitor patients during surgery and recovery.
Prepare discharge instructions and discharge patients being especially careful to ensure that patients being discharged receive comprehensive written and/or verbal instructions. 
Answer client questions, one-on-one, on various aspects of animal care and treatment.
Explain dosage/purpose of medications; reinforce through discussion the proper care and procedures that should be followed at home.
Call back/follow-up with clients concerning certain patients; recommend additional visit if patient’s progress does not appear satisfactory.
Provide guidance and leadership to the healthcare team that will positively influence the level of care and service provided to the clients and patients of ABC Veterinary Hospital.
Perform other duties assigned.

Skills and Knowledge:

·         Biology – Knowledge of plant and animal organisms, their tissues, cells, functions, interdependencies, and interactions with each other and the enviroment.

·         Medicine and Dentistry — Knowledge of the information and techniques needed to diagnose and treat injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures.

·         Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

·         English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

·         Mathematics — Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.

·         Chemistry — Knowledge of the chemical composition, structure, and properties of substances and of the chemical processes and transformations that they undergo. This includes uses of chemicals and their interactions, danger signs, production techniques, and disposal methods.

·         Sales and Marketing — Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

·         Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

·         Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

·         Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

·         Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

·         Speaking — Talking to others to convey information effectively.

·         Science — Using scientific rules and methods to solve problems.

·         Time Management — Managing one's own time and the time of others.

·         Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

·         Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

·         Knowledge of the procedures used for receiving, treating, and scheduling patients, for ordering medical supplies, and requesting laboratory tests.

·         Knowledge of the use, care, and storage of veterinary instruments, materials, and equipment.

·         Knowledge of sterilization techniques to sterilize various instruments and materials.

CONTROLS OVER WORK

The associate veterinarian provides continuing or individual assignments to the healthcare team indicating generally what is to be done, limitations, quality and quantity expected in accordance with the hospital policies and procedures. The associate veterinarian uses initiative in carrying out recurring assignments independently without specific instructions, but refers deviations, problems, and unfamiliar situations not covered by instructions to the owner-doctor(s) or medical director for decision or help. Administrative supervision may be provided by the Office Manager or Practice Manager.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Driver's License, valid and in good standing State veterinary and privilege license and DEA license (may not be necessary). 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job, the employee is frequently required to bend, stoop, walk or stand for extended periods of time; sit; and talk or listen. The employee is required to use hands to manipulate, handle, or feel; and reach with hands and arms. The employee must be able to lift and/or move up to 50 pounds. Work often requires lifting and carrying animals which may weighs upwards of 100 lbs.  Assistance will be provided by animal handlers when working with larger animals.

WORKING CONDITIONS
Work often exposes the Associate Veterinarian to unpleasant odors and noises.  May be exposed to bites, scratches, and animal waste; may also be exposed to contagious diseases.

KENNEL AND HOSPITAL ATTENDANT

Job Summary
Under direction of the technician and supervisor, the attendant, provides for the constant cleanliness of the hospital and kennel cages, runs and ward areas and the proper feeding and care of all hospitalized animals.

Specific Duties
Ÿ  Cleans and sanitizes all cages, runs, wards and related areas

Ÿ  Cleans all hospitals areas, such as the reception, exam rooms, surgery, dental, radiology, treatment, kennels, restrooms, and any other areas not mentioned but present physically in the location

Ÿ  Gives baths (ordinary cleansing, flea, medicated) and performs whatever grooming may be necessary to the treatment and constant cleanliness of each animal

Ÿ  Recognizes and records any unusual condition or abnormal behavior of any hospitalized animal; observes animals recovering from anesthesia

Ÿ  Feeds each animal as prescribed by the attending D.V.M. and records appetites; keeps kitchen area clean and neat

Ÿ  Receives animals to be admitted for hospital care and is responsible for their proper identification and for recording their respective locations

Ÿ  Releases animals to their owners as directed by the attending doctor and office manager and ensures that every animal released is clean and properly groomed

Ÿ  Assists doctors, nurses, treatment assistants and other personnel with the administration of medications or with restraint

Ÿ  Other duties assigned as required

Minimum Qualifications
Knowledge of:     Cleaning and disinfecting methods and the use and care of cleaning materials and equipment

Proper methods of animal restraint

Ability to:             Use cleaning materials and equipment with skill and efficiency

                                Perform moderately heavy physical labor

                               Sympathetically and patiently treat sick and injured animals

                               Learn to administer medications and recognize abnormal conditions

                                Understand and carry out oral and written directions

                               Maintain cooperative relationships with those contacted in the course of work

Education:            Equivalent to completion of 12th grade

Desirable Qualifications
Knowledge of:     Basic pharmacology; supplemental courses in the field of Biological Science, Anatomy, and Physiology, Nursing, Medical Assisting or Veterinary Technology

Experience:           Previous experience in a veterinary hospital or related medical field

 

 

PHYSICAL EFFORT

The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job, the employee is frequently required to bend, stand, stoop, walk, sit, talk, and listen; may be required to walk or stand for long periods of time; will use hands to manipulate, handle, or feel; will reach with hands and arms. The employee is often required to lift and carry materials weighing fifty pounds or more; handle dogs weight more than 100 pounds.

WORK ENVIRONMENT

While performing the duties of this job, the employee is exposed to hazards associated with aggressive patients; hazards associated with infected animals and controlled substances; exposure to unpleasant odors and noises; exposure to bites, scratches and animal wastes; possible exposure to contagious diseases.