JOB DESCRIPTION
Client Service Representative
REPORTS TO: Lead Client Service Representatives, Team Development Manager, Assistant Manager, Hospital Administrator, or Owner(s)
POSITION OVERVIEW
The receptionist 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 receptionist answers telephones, greets clients, prepares patient files, receives and relays client correspondence, updates client financial records. The exceptional receptionist has the ability to diffuse negative client situations and foster client bonding.
Salary Range: $19 - $21 per hour depending upon experience
POSITION REQUIREMENTS
EDUCATION AND LICENSURE REQUIREMENTS
High school diploma or equivalent.
Customer Service background desirable but not required.
Typing skills required.
Some computer knowledge required; comfortable with Word, keyboarding, and use of communication tools such as email.
EXPERIENCE REQUIREMENTS
Significant experience with basic office functions in a busy office environment.
Previous receptionist and veterinary practice experience are desirable but not required.
PERSONAL REQUIREMENTS
The receptionist 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, type 30 words per minute.Physical Effort: Work requires lifting and carrying equipment and food weighing up to 40 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 diseases.Veterinary Knowledge & Client Education
Answers client's inquiries about basic animal care questions and routine procedures.Educates 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. Guides clients to make appropriate decisions regarding optimum pet care.Admitting/Discharging Patients/Cash Handling
Admits patients and handle medical record entries accurately.Prepares health certificates, immunization certificates, laboratory requests, and euthanasia authorizations.Handles client/patient transfers with ease.Prepares client invoices for services performed.Accurately handles payment transactions.Accurately and empathetically communicates estimates/treatment plans to clients.Hospitality
Bonds with clients during interactions.Keeps the front desk a positive area even in the event there is a client wait time.Schedule Management
Works 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.Enters and updates client and patient information into practice computer software.Has excellent computer skills and shows accuracy in inputting details. This is especially important as we are a paper-light practice.Personal Conduct/Attitude/Teamwork
Maintains positive, cooperative relationships with other employees.Displays tact and respect with team members even when busy or hectic.Feels and expresses a genuine liking for animals and their owners and for working in an animal care field.Client Communication
Conducts oneself in a confident and professional manner with clients even when situations are stressful and/or focused on individual tasks.Deals intelligibly, pleasantly, and efficiently with clients, often doing several things at one time.Greets clients with poise and natural effort.Outlines costs and fees in a positive light while supporting hospital payment policies.Turns future clients (phone-shoppers) into clients through relationship building and bonding.Easily remembers clients and patients names and uses them.Handles client correspondence including procedure reminders, thank you cards, welcome cards, sympathy arrangements and cards, and A/R statements.Facility Maintenance
Maintains a professional/welcoming appearance of the front office through cleaning and organization.Offers proper upkeep for and troubleshoot office equipment including computers, telephones, copiers, and scanner.Record keeping/Filing
Accurately maintains medical records in an electronic format.Organization/Time Management
Works 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.Powered by JazzHR
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HEAD REGISTERED VETERINARY TECHNICIAN
The Head Registered Veterinary Technician is the DVM’s primary medical support. They continue to assist the doctor throughout the examination, diagnosis, 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, and providing on-going care for patients (under the direction of a DVM). The Head RVT is the technical support staff’s leader and sets an example for all staff with regards to attitude and work ethic, communication, corrections, and patient advocacy and care.
POSITION OVERVIEW
SALARY
$30 - $40 per hour
EDUCATION AND LICENSURE REQUIREMENTS
High school diploma or equivalentCurrent RVT licensePrevious on-the-job training requiredEXPERIENCE REQUIREMENTS
Minimum two years experience as a registered veterinary technician.Minimum one year experience in a leadership role in a veterinary hospital.PERSONAL REQUIREMENTSMinimum of 18 years old.Genuinely enjoys working with animals and can 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 manner.Is experienced in the teamwork approach and works well with all levels of hospital team members.Has 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 of time; frequently works in a bent position.
Working conditions: May be exposed to unpleasant odors, noises and animal feces. May be exposed to bites, scratches, and contagious diseases.
POSITION REQUIREMENTS
Technical Skills & Expectations
Conducts oneself in a confident and professional manner even when stressed and/or focused on individual tasks.Keeps legible and accurate medical records in accordance with hospital policy.Prepares and maintains the exam rooms and treatment areas.Performs physical assessments; records observations legibly in files or computer and initials after each entry regarding client communications or patient treatment they performed.Effectively restrains pets even when large or difficult.Understands all common vaccinations 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.Maintains positive, cooperative relationships with other employees.Handles client’s medical questions with confidence and directs to veterinarians when appropriate.Prepares estimates for procedures and discusses financial commitments with clients supporting hospital financial policies.Explains necessary follow up and home care instructions.Assists the veterinarian in medical, surgical, and dental procedures; prepares patients for surgery; induces anesthesia and performs dental extractions under the direction of a veterinarian, maintains anesthesia; monitors patients during surgery and recovery; administers fluids; applies splints and bandages.Properly cares for all surgical materials; keeps the operating room properly stocked and prepared for surgery.Performs emergency procedures such as control of bleeding, resuscitation with oxygen, opening airways, and external cardiac massage.Performs clinical procedures such as:- TPR
- Drug calculations
- Blood draws
- Running blood machines
- Cystocentesis
- Urine strip and prep urine sediment
- Radiographs
- Treatments of pets as prescribed by DVM
- Catheter placement and care
- Ear smears/cytology
- Fluid maintenance
- Assist DVM examinations
- Intubation
- Dental radiographs
- Surgical preparation
- Basic medical observation
- Anesthetic monitoring
- Restraint
- Care of hospitalized pets
- Anal gland expression
- Injections (SQ, IM, IV)
- Nail trims
-Performs electocardiogram
Maintains file of lab test results and ensures that test results are recorded in patient records.Effectively positions patients for and takes radiographs.Follows GLVH protocol for all appointments Ensure that all charges for procedures or treatments performed are charged forCommunicate effectively with the CSR teamKnows common disease states and can alert veterinarians when symptoms change or when concerns arise with hospitalized patientsPrepares patients for ultrasound procedures.Admit patients following hospital policy and doctors written orders.Perform discharge appointments for routine surgical or dental cases based on the veterinarian’s orders, ensuring that patients are well groomed and in a medically appropriate state.Proficient with basic admin/reception skills (to support reception staff as needed): checking in, checking out, filling prescriptions, multi-line phone handling, appointment booking.Leadership & Training
Can discern the difference between minor protocol errors and major infractions by RVTs, Veterinary Assistants, and Kennel Assistants.Comfortable in asking for guidance in handling problems.Works with the management team, with open communication to address concerns with each other and not just the team members you supervise.Acts as support for the VA Leads and works in conjunction with the Remote Technician TeamLeads from a place of curiosity, not judgement when interacting with all team members, including managementEmbodies the values of GLVH and reflects them in their actionsAdvocates for the teamPraises publicly and provides feedback privately in a constructive and empathetic wayMake corrections for protocol errors by RVTs, Veterinary Assistants, and Kennel Assistants.Coaches and guides the treatment team to make decisions that align with GLVH values and policies from a holistic viewpointReports on team problems and positives to Hospital Administrator and Practice Manager once weekly, and documents these according to protocolReports urgent staff-related concerns and/or incidents to the Hospital Administrator and/or Practice Manager immediately (following documentation protocol). Sets an example for other staff by way of interaction with coworkers and clients.Must teach staff impartially, effectively, and with compassion.Effective training of new Technical Staff members following the phase training protocol outlined and approved by the Practice Owners and management team, ensuring staff progress.Creates a draft schedule the treatment team by the second week of the current month for the hospital administrator to publish to Staff on monthly basis. Participates in Management Round-Robin to coordinate scheduling coverage in the event of a call-out or absent employee within guidelines established by Hospital Administrator and Practice Manager to minimize Overtime and comply with Labor Laws.Leads the technical team and serves as a liaison for communication with the Practice Owners.Participate in Technical staff performance evaluations according to protocol.Contributes to staff development by acting as a resource for troubleshooting, improving roles, and execution of duties.Create and maintain hospital supply inventory levels, delegate inventory duties as appropriate. Ensures that orders are placed in a timely manner, to provide adequate stock for clinic use, while avoiding excessive financial liability.Oversee all technical staff-client communication and ensure success and positive client and patient experience.Handle technical staff observational interviews or delegate appropriately.Attend Management meetings regularly.Participates in OSHA staff training, enforcement, and safety meetings.Personal Conduct/Attitude/Teamwork
Maintain positive, cooperative relationships with other employees.Sets an example for all staff by wearing their name tag every day, and keeping appearance and grooming standards outlined in the employee handbook.Displays tact and respect with team members even when busy or hectic.Feels and expresses a genuine liking for animals and their owners and for working in an animal care field.Handles patients with respect and in a manner that minimizes stress and promotes as positive a patient’s experience as possible.Excited by change and contributing to the growth of the practice.Constantly seeks to come up with come up with better ways to do things and build on these ideas with the entire team.
Client Communication
Facility Maintenance
Record keeping
Accurately maintains medical records.Initials every entry in the record.Ensures that all technical staff follow appropriate record keeping protocol in compliance with GLVH and VMB standards, and provides coaching and additional training for staff as needed.Organization/Time Management
Works almost constantly in the presence of other staff members and clients.Understands and carries out oral and written directions.Schedules appropriate training for technical staff as needed.Other
Performs other duties as assigned.Powered by JazzHR
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Veterinary Assistant
REPORTS TO: Lead Veterinary Assistant, Head RVT, Team Development Manager, Assistant Manager, Hospital Administrator, or Owner(s)
POSITION OVERVIEW
The Veterinary Assistant moves patients and clients through the hospital to receive the care they need. They assist in restraining pets and set up for the examination procedure. They aid the DVMs by preparing appointments, communicating with, and educating clients. They aid the technicians in achieving greater efficiency by relieving them of some of the routine work.
Veterinary Assistants are also cross-trained as kennel staff members and are responsible for proper husbandry care of all hospitalized and boarded animals, including feeding, bathing, record keeping and the cleanliness of cages, runs and ward areas. In addition, the kennel staff also is responsible for the cleanliness of the hospital.
Salary Range: $18 - $20 per hour depending upon experience
POSITION REQUIREMENTS
EDUCATION AND LICENSURE REQUIREMENTS
High school diploma or equivalent.
Customer Service background desirable but not required.
Typing skills required.
Some computer knowledge required; comfortable with Word, keyboarding, and use of communication tools such as email.
EXPERIENCE REQUIREMENTS
Previous animal care background is desirable, but not required
PERSONAL REQUIREMENTS
The veterinary assistant must be able to:
Minimum of 18 years old. Genuinely enjoys working with animals and is able to deal with them even when 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.Can support and be a part of a team. Works well with all levels of hospital staff. Has excellent communication skills.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.
PERFORMANCE EXPECTATIONS
Conducts oneself in a positive, confident and professional manner at all times.Maintains positive, cooperative relationships with other employees. Knows all common vaccines, understands basic vaccination protocol, heartworm testing and preventatives and flea/tick control options and can explain to clients. Keeps accurate medical records in accordance with hospital policy, including weights, microchips, and medical histories. Understands the importance of a clean and orderly facility, and promptly cleans and organizes as part of a normal job duty. Prepares and maintains the exam rooms and treatment areas. Ensures exam rooms are clean, sanitized, and thoroughly stocked. Safely and effectively restrains cats and dogs even when large or difficult. Guides clients and patients to exam rooms, creating a connection with clients, and maintaining client communication. Supports DVM, RVT, and Tech Assistants during examination and treatment of patients. Reviews the days schedule prior to the start of the business day to evaluate for any challenging patients or situations - coughing or potentially infectious patients (potential ringworm if skin lesions in kittens, acutely ill animals, etc), aggressive animals to contain in the carrier, clients with special needs, etc to create a game plan for the day. Collects brief information on the presenting complaint, completing the medical record above the SOAP. Contacts other facilities to obtain complete patient medical records. Summarizes records and updates vaccination data in accordance with hospital policy. Communicates regularly with clients if the DVM is running late (every 10 minutes), and approaches manager if assistance is needed. Keeps DVM moving through schedule efficiently, communicating patient signalment and presenting complaint and directing DVM to location of next patient. May be asked by DVM to present estimates to clients (after receiving training and permission from hospital manager in methods of presenting estimates). If client has any financial concerns with paying for visit in full at the time of the exam or when picking up the patient, the client needs to remain in the exam room and the VA should address the doctor for a modification of the treatment plan or a discussion of financial matters with alternate personnel (manager, managing DVM).Properly cleans, cares for, and sterilizes all instruments, surgical materials and equipment.Performs or prepares clinical laboratory procedures such as heartworm tests, skin scrapings, urinalysis, ear cytology and fungal cultures. Maintains file of lab test results and ensures that test results are recorded in patient records in accordance with hospital policy.Stains and prepares slides for microscopic analysis. Assists with running in-house laboratory equipment. Prepares and packages samples to be sent to the outside laboratories. When not involved in their primary role of assisting doctors and clients in the exam room, the veterinary assistant may be asked under the direction of the RVT or the TA to assist with or perform set up for procedures, and radiographs. Performs anal gland expressions and nail trims. Understands the use and care of IV pumps. May perform physical assessments. Performs other duties as assigned including assisting in other areas such as kennel. Genuinely enjoys working with animals and is able to deal with them even when they are stressed, ill, or in pain. Works unaffected in an environment where dogs are barking. Must be available to work weekends and holidays to be considered for a kennel assistant position. • Provides compassionate care to patients. Conducts oneself in a confident and professional manner even when stressed and/or focused on individual tasks. Receives animals to be admitted, is responsible for their proper identification and for recording their respective locations and belongings. Releases animals to their owners as directed by the doctor; ensures that every animal released is clean and properly groomed prior to their release. Has the ability to communicate with owners and make them feel comfortable with leaving their pet(s) in our care. Follows a regular schedule for cleaning and sanitizing all cages, runs, wards and related areas; changes litter boxes and food/water bowls. Feeds each animal as prescribed by the attending doctor or as the owner has requested and records appetites. Understands the importance of prioritizing tasks and keeping oneself busy and productive during work shifts. Maintains laundry for the kennel, grooming, and hospital. Maintains the grounds of the property including waste disposal, light maintenance of landscape upkeep and general building maintenance. Gives baths and brushes out patients. Collects urine and fecal specimens. Recognizes and reports any unusual condition or abnormal behavior to the boarding supervisor or attending DVM. Assists doctors and technicians with the administration of medications or with patient restraint.Cleans equipment and facilities using chemicals and supplies; understands the importance of safety of use of chemicals in our facility. Maintains the cleanliness of the hospital each day according to the appropriate Kennel Assistant checklist. 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.Other
Performs other duties as assigned.Powered by JazzHR
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HELP US CHANGE YOUR LIFE
East Bay pets need you! Associate DVM wanted!
DVMs: If you are looking for a collaborative team and a positive work environment, please keep reading.
We know there are a lot of open veterinarian postings. VERY FEW will help you LOVE this amazing profession again. We know you want to find the perfect match for your skills and interests, in a space where you can grow your career. However, it is equally important you get to LOVE your job, colleagues and clients again.
So take a moment to get to know us. We are an independently owned, progressive yet well established hospital in Oakland, California. We offer our associate veterinarians excellent compensation and extremely generous benefits, and we are driven by medical standards of care, not corporate profit goals. We are looking for an extraordinary associate doctor to join our family. Someone who brings their own experience to the hospital but also has a desire to learn, to take on new responsibilities, and to be challenged. We would also love to meet outstanding recent grads who are excited about learning and growing in a safe, supportive environment.
We have an amazingly positive whole hospital team. Our decisions are made by doctors who
seek the best medicine possible, while putting patients and staff first. We are collaborative and “old school” in that we get to love what we do and are actual friends who help each other every day.
If you want to share your workday with smart, kind, energetic and compassionate doctors and staff who can work autonomously but value a collaborative approach, then you will find yourself right at home with us.
Things for you to know about The Grand Lake:
We have nine doctors, nine licensed veterinary technicians, three technicians working towards licensure, and a large, skilled staff to support us.We have excellent relationships with local specialists for referrals and support.We take pride in long-lasting relationships with all our clients and patients, and our staff turnover is rare.We strongly value a positive and caring work environment, and we are open to new ideas and suggestions.We are continuously working to keep our standard of care at the forefront of best practices and improve quality of medicine and care as the field evolves.Candidates Should Have:
A Doctor of Veterinary Medicine (DVM/ VMD) or related degree from an accredited university.Licensure in good standing to practice in California.Commitment to practicing the highest standard of medicine and upholding the veterinary code of ethics.Commitment to continued education and advancing knowledge and skills.The ability to work collaboratively with hospital team members and willingness to provide leadership to technical staff.We pay Salary + Production and you can expect to earn ($180,000 to $250,000 depending on experience)Powered by JazzHR
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