Receptionist/Client services See vet tech below)
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| client_services_pre_interview_march_18.pdf |
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Receptionist/ tech: The purpose of this position is to serve as receptionist at the Dolores Animal Hospital, to perform electronic record keeping duties, to perform clerical duties related to animal patient care and treatment, and to provide miscellaneous support to the veterinarians and patient care team. 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.
As your skills improve we will teach you all the technician duties as well.
major duties (general overview): Phone Reception- answering client inquiries, scheduling appointments, recording messages for doctors and staff
Greeting Clients- checking patients in, discharging patients, dispensing medications & prescriptions, invoicing
Inputting data into electronic medical record system
Receiving Client Payments- posting & recording payments, receiving payment, running end of day transaction register
Check clinic email, fax, & phone messaging- prescription refill requests, appointment requests, client inquiries
Client Communication- patient updates, appointment reminders, update inquiries
General Office duties- mail, hospital bills, cleaning / organizing reception area
Qualification for Applicants:
Excellent people skills, friendly, outgoing, and willingness to contribute to a team.
Job experience working at a veterinary practice a plus (but will consider applicants with less experience if they are motivated to learn and contribute fully to the practice)
High School or college degree
Recommended:
Current Resume with 3 references (two past / present employers , submitting only friend references will not be accepted )
Skills and Knowledge( we will train)
Knowledge of hospital procedures and operating instructions for making appointments, assembling electronic patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.
Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports according to alpha, numeric or subject matter headings.
Personal contacts are with animal owners affected by a variety of problems, visitors and other staff members. Considerable tact and diplomacy is required. Must accurately relay owner’s account on the medical complaint(s) of the animal(s) involved to the healthcare team members who will be involved in treating the patient(s).
Pay scale for this job is dependent on experience and qualifications.
Full time Team members will be scheduled for 36-40 hours / week with no opportunity to earn overtime pay for hours worked over 40 per week.
Specific Receptionist Job Duties
· Open the practice and set up for the morning as directed.
Close the practice for the evening as directed.
Clean and straighten the public areas of the practice including the front desk, reception area, waiting area, office, public bathroom(s) and exam rooms.
Welcome clients and patients to the practice with a warm and friendly demeanor and provide for their comfort while they are in the practice. This includes greeting clients, offering coffee, showing them to waiting area, etc.
Answer incoming telephone calls utilizing proper telephone etiquette. Screen those calls that are handled by other healthcare team members and take care of routine calls. Routine calls include those seeking information about veterinary services. Attempt to send a hospital brochure to any telephone shopper calling the hospital. Provide knowledgeable sub-professional advice 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, practice manager, or other healthcare team members.
Prepare to receive appointments, preparing needed forms in advance of clients’ arrival. Complete required forms such as new client form, patient visit form, client report, consent forms, medical care plans (estimates), payment agreements, etc. and obtain all necessary information.
Handle emergency situations by following established hospital policies and procedures in referring clients for immediate treatment of their animals when requests are accompanied by complaints of acute symptoms. Determine nature of injury/illness and attempt to reassure distressed pet owners
Follow hospital policies regarding patient admittance. Determine whether immunizations/tests are current. Recommend update of necessary immunizations/tests to clients when applicable.
Notify doctors or technicians of patient arrival. Relay all necessary information to the doctors and technician
Discharge patients which includes entering all charges into the computer, reviewing the discharge instructions and medications. Ensure that future reminders are set up in the computer system for the patient. Present clients with medications, instructions, new client kits and any other take home items.
Schedule appointments for the clinic after obtaining all necessary data concerning the animal and owner. Prepare all required forms such as animal clinical records, health certificates, rabies certificates/tags, etc. · Review the services that were rendered to the pet (verbally itemize the client receipt) and inform client of the total amount due. Assure that owners meet all financial obligations or that acceptable arrangements have been made according to the hospital’s payment policy. · Accept payments from the client. Accurately process cash, checks, charge card payments and credit account payments. · Dispense medications including providing routine instructions to owners concerning prescribed medications. · Perform over the counter selling of pet foods and supplies.Exercise a technical knowledge of products sold. · Enter 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 vaccination and heartworm history · Perform an end-of-day procedure each evening. This would include reconciling invoices and balancing the cash drawer, running end-of day computer reports, preparing the bank deposit and presenting the reports and deposit information to the practice manger or owner. · Performs other duties assigned.
Other Job Considerations:
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; will use hands to manipulate, handle, or feel; will reach with hands and arms. The employee must be able to lift and/or move up to 50 pounds repeatably. Must be able to restrain dogs up to 150 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.
Additional duties:
As a small office you will also regularly be called upon to provide all the job duties of a Veterinary technician as you are trained to do so by us.
Veterinary Technicians:
Veterinary Technicians are under the direct guidance and supervision of the doctor(s). Incumbents of this position are required to assist the practitioners to the fullest possible extent, to help improve the quality of care given to the patients of Dolores Animal Hospital and to aid the practitioners in achieving greater efficiency by relieving them of technical work and administrative detail. In addition to the doctor(s), veterinary technicians report directly to the Head Technician.
MAJOR DUTIES:
Job Requirements
QUALIFIED CANDIDATES TO HAVE:
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 animals or materials weighing fifty pounds or more; handle dogs weighing up to 150 lbs.
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 cleaning supplies, prescription medications, pesticides and controlled substances; exposure to unpleasant odors and noises; exposure to bites, scratches and animal wastes; possible exposure to contagious diseases.
Pay Scale / Hours
Salary for this job depends on experience and qualifications.
The Veterinary Technician may be scheduled to work 36-40 hours / week including one evening a week ( until 6 pm) and some Saturday mornings from 8a-12p.
Team members will not have the opportunity to earn overtime pay for hours worked over 40 per week as you will be restricted to 40 hours per week.
As your skills improve we will teach you all the technician duties as well.
major duties (general overview): Phone Reception- answering client inquiries, scheduling appointments, recording messages for doctors and staff
Greeting Clients- checking patients in, discharging patients, dispensing medications & prescriptions, invoicing
Inputting data into electronic medical record system
Receiving Client Payments- posting & recording payments, receiving payment, running end of day transaction register
Check clinic email, fax, & phone messaging- prescription refill requests, appointment requests, client inquiries
Client Communication- patient updates, appointment reminders, update inquiries
General Office duties- mail, hospital bills, cleaning / organizing reception area
- Assist with inventory control, ordering, unpacking, restocking drug & medical supplies
- Preparing prescriptions, dispensed medications & medication refills
Qualification for Applicants:
Excellent people skills, friendly, outgoing, and willingness to contribute to a team.
Job experience working at a veterinary practice a plus (but will consider applicants with less experience if they are motivated to learn and contribute fully to the practice)
High School or college degree
Recommended:
Current Resume with 3 references (two past / present employers , submitting only friend references will not be accepted )
Skills and Knowledge( we will train)
Knowledge of hospital procedures and operating instructions for making appointments, assembling electronic patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.
Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports according to alpha, numeric or subject matter headings.
Personal contacts are with animal owners affected by a variety of problems, visitors and other staff members. Considerable tact and diplomacy is required. Must accurately relay owner’s account on the medical complaint(s) of the animal(s) involved to the healthcare team members who will be involved in treating the patient(s).
Pay scale for this job is dependent on experience and qualifications.
Full time Team members will be scheduled for 36-40 hours / week with no opportunity to earn overtime pay for hours worked over 40 per week.
Specific Receptionist Job Duties
· Open the practice and set up for the morning as directed.
Close the practice for the evening as directed.
Clean and straighten the public areas of the practice including the front desk, reception area, waiting area, office, public bathroom(s) and exam rooms.
Welcome clients and patients to the practice with a warm and friendly demeanor and provide for their comfort while they are in the practice. This includes greeting clients, offering coffee, showing them to waiting area, etc.
Answer incoming telephone calls utilizing proper telephone etiquette. Screen those calls that are handled by other healthcare team members and take care of routine calls. Routine calls include those seeking information about veterinary services. Attempt to send a hospital brochure to any telephone shopper calling the hospital. Provide knowledgeable sub-professional advice 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, practice manager, or other healthcare team members.
Prepare to receive appointments, preparing needed forms in advance of clients’ arrival. Complete required forms such as new client form, patient visit form, client report, consent forms, medical care plans (estimates), payment agreements, etc. and obtain all necessary information.
Handle emergency situations by following established hospital policies and procedures in referring clients for immediate treatment of their animals when requests are accompanied by complaints of acute symptoms. Determine nature of injury/illness and attempt to reassure distressed pet owners
Follow hospital policies regarding patient admittance. Determine whether immunizations/tests are current. Recommend update of necessary immunizations/tests to clients when applicable.
Notify doctors or technicians of patient arrival. Relay all necessary information to the doctors and technician
Discharge patients which includes entering all charges into the computer, reviewing the discharge instructions and medications. Ensure that future reminders are set up in the computer system for the patient. Present clients with medications, instructions, new client kits and any other take home items.
Schedule appointments for the clinic after obtaining all necessary data concerning the animal and owner. Prepare all required forms such as animal clinical records, health certificates, rabies certificates/tags, etc. · Review the services that were rendered to the pet (verbally itemize the client receipt) and inform client of the total amount due. Assure that owners meet all financial obligations or that acceptable arrangements have been made according to the hospital’s payment policy. · Accept payments from the client. Accurately process cash, checks, charge card payments and credit account payments. · Dispense medications including providing routine instructions to owners concerning prescribed medications. · Perform over the counter selling of pet foods and supplies.Exercise a technical knowledge of products sold. · Enter 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 vaccination and heartworm history · Perform an end-of-day procedure each evening. This would include reconciling invoices and balancing the cash drawer, running end-of day computer reports, preparing the bank deposit and presenting the reports and deposit information to the practice manger or owner. · Performs other duties assigned.
Other Job Considerations:
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; will use hands to manipulate, handle, or feel; will reach with hands and arms. The employee must be able to lift and/or move up to 50 pounds repeatably. Must be able to restrain dogs up to 150 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.
Additional duties:
As a small office you will also regularly be called upon to provide all the job duties of a Veterinary technician as you are trained to do so by us.
Veterinary Technicians:
Veterinary Technicians are under the direct guidance and supervision of the doctor(s). Incumbents of this position are required to assist the practitioners to the fullest possible extent, to help improve the quality of care given to the patients of Dolores Animal Hospital and to aid the practitioners in achieving greater efficiency by relieving them of technical work and administrative detail. In addition to the doctor(s), veterinary technicians report directly to the Head Technician.
MAJOR DUTIES:
- In-Patient Medical Care- give medications, assist or perform treatments, diagnostics & monitoring, place IV catheters, draw blood, run lab tests, administer IV fluids, cleaning, feeding, and walking patients as needed.
- Anesthesia induction, maintenance, monitoring, & recovery of patients, clean / maintain anesthesia equipment
- Surgery- Surgical prep, doctor assistance, clean, sterilize, and maintain all surgical instruments and OR equipment
- Dentistry- Provide patient dental care, ultrasonic cleaning and polishing, assist doctor with dental surgery, take dental radiographs
- Radiology (including dental imaging)- positioning patients and taking radiographs, submitting for consults
- Laboratory duties- collecting, preparing, & running or submitting samples for requested tests; reading and recording results when indicated (fecals, Urines, Ear cytology etc) when requested by doctor
- Preparing invoices, discharge instructions, and client information packs
- Client communication- give patient updates, discharge instructions, and provide followup for certain hospital patients.
- Client medical demonstrations / education
- Technician appointments- blood draws for therapeutic monitoring / screening tests, bandage changes, post-op checks, suture removals, AG, NT
- Clinic technician- assisting doctor with outpatient appointments, preparing, restocking, cleaning exam room, check patients in and out, take history and vitals, input date into patient medical record, ensure a smooth and timely flow of outpatient appointments from the check-in to the discharge
- Assist with reception / front desk duties as needed- answering phones, booking appointments, admit / discharge patients
- Assist in training and mentoring new team members
- Assist with inventory control, ordering, unpacking, restocking drug & medical supplies
- Preparing prescriptions, dispensed medications & medication refills
Job Requirements
QUALIFIED CANDIDATES TO HAVE:
- Motivation, excellent communication skills, willingness to learn, and a team oriented spirit
- experience working as a veterinary technician in a practice or extremely motivated to learn.
- College degree a plus
- Resume with 3 references (two must be from former employers or prominent members of the community)
- Completed job application
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 animals or materials weighing fifty pounds or more; handle dogs weighing up to 150 lbs.
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 cleaning supplies, prescription medications, pesticides and controlled substances; exposure to unpleasant odors and noises; exposure to bites, scratches and animal wastes; possible exposure to contagious diseases.
Pay Scale / Hours
Salary for this job depends on experience and qualifications.
The Veterinary Technician may be scheduled to work 36-40 hours / week including one evening a week ( until 6 pm) and some Saturday mornings from 8a-12p.
Team members will not have the opportunity to earn overtime pay for hours worked over 40 per week as you will be restricted to 40 hours per week.
Vet Tech Applications
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Volunteer Pet Care Assistant
Summary of Job Purpose and Function
The Pet Care Assistant works with the veterinary medical team to provide and prepare for the
best medical care of pets, and to ensure this is provided in a happy, welcoming, friendly and
efficient manner, influencing clients to return and refer their friends and families.
Essential Responsibilities and Tasks
* Prepare the treatment room for examination of pets and all necessary medical item and
supplies (e.g. vaccinations, fecal loops, slides, etc.) for the veterinarian and/or veterinary
technician. Maintain the flow of the Cycle of Service in accordance to position.
* Hold or restrain pets during examination, treatment, or inoculation.
* Monitor the comfort of hospitalized patients. Ensure the comfort of hospitalized patients by
"walking", exercising, feeding, and cleaning cages and pet (when approved by the veterinarian or
veterinary technician).
* Bathe and dip pets when necessary to treat dermatological conditions (when advised by
veterinarian or veterinary technician).
* Clean the surgical suite and instruments.
* Ensure cleanliness of the hospital including but not limited to housekeeping such as laundry,
dishes, mopping, cage cleaning, trash collection and removal and instrument cleaning as
outlined by hospital protocols
* Other job duties as assigned.
Qualifications Capabilities and Experience (can do)
* Ability to multitaskManages
multiple tasks at one time; quickly and accurately shifts attention
among multiple tasks under distracting conditions without loss of accuracy or appearance of
frustration.
* Communication skills Reads,
writes and speaks fluent English, using appropriate grammar,
style and vocabulary. Correctly spells commonly used English words and job specific terms.
Demonstrates exceptionally strong written and verbal communication skills.
* Organizational ability Demonstrates
a systematic approach in carrying out assignments. Is
very orderly and excels at cutting through confusion and turning chaos into order.
* Problem solving skills Demonstrates
a strong ability to identify, analyze and solve problems.
Translates problems into practical solutions.
* Client service skills Consistently
ensures the team provides the client with attentive,
courteous and informative service. Gains and shows personal satisfaction from delivering great
service.
* Intellectual ability Accurately
and consistently follows instructions delivered in an oral, written
or diagram format.
Attitudes (will do)
* Initiative shows
willingness and aptitude to take appropriate steps in finding solutions to
problems; presents options and ideas to enhance current processes or procedures. Takes on
additional responsibility when both big and small tasks need to be done.
* Integrity Firmly
adheres to the values and ethics of Dolores Animal Hospital . Exhibits honesty,
discretion, and sound judgment.
* Cooperativeness Willing
to work well with others, collaborating and compromising where
necessary; promptly share relevant information with others.
* Flexibility Is
open to changing situations and opportunities and is willing to perform all tasks
assigned.
* Independence Able
and willing to perform tasks and duties without supervision as appropriate.
* Tolerance for Stress / Resiliency Maintains
a positive "can do" outlook, rebounds quickly from
frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing
with stressful situations.
Special Working Conditions
* Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.)
* Must have mental processes for reasoning, remembering, mathematics and language ability
(reading, writing, and speaking the English language) to perform the duties proficiently.
* Requires sufficient ambulatory skills in order to perform duties while at hospital.
* Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move)
up to 50 pounds.
* Requires good handeye
coordination, armhandfinger
dexterity with the ability to grasp, and
visual acuity to use a keyboard and operate equipment.
* Specific vision abilities required by this job include close vision, distance vision, color vision,
peripheral vision, depth perception, and ability to adjust focus.
* Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion,
exposed to anesthesia, radiation, biological hazards and medication/controlled substances.
Dolores Animal Hospital is committed to a diverse work environment in which all individuals are
treated with respect and dignity. It is our mission to provide equal employment opportunities to all
candidates and to ensure that access to jobs is strictly based on jobrelated
criteria.
Summary of Job Purpose and Function
The Pet Care Assistant works with the veterinary medical team to provide and prepare for the
best medical care of pets, and to ensure this is provided in a happy, welcoming, friendly and
efficient manner, influencing clients to return and refer their friends and families.
Essential Responsibilities and Tasks
* Prepare the treatment room for examination of pets and all necessary medical item and
supplies (e.g. vaccinations, fecal loops, slides, etc.) for the veterinarian and/or veterinary
technician. Maintain the flow of the Cycle of Service in accordance to position.
* Hold or restrain pets during examination, treatment, or inoculation.
* Monitor the comfort of hospitalized patients. Ensure the comfort of hospitalized patients by
"walking", exercising, feeding, and cleaning cages and pet (when approved by the veterinarian or
veterinary technician).
* Bathe and dip pets when necessary to treat dermatological conditions (when advised by
veterinarian or veterinary technician).
* Clean the surgical suite and instruments.
* Ensure cleanliness of the hospital including but not limited to housekeeping such as laundry,
dishes, mopping, cage cleaning, trash collection and removal and instrument cleaning as
outlined by hospital protocols
* Other job duties as assigned.
Qualifications Capabilities and Experience (can do)
* Ability to multitaskManages
multiple tasks at one time; quickly and accurately shifts attention
among multiple tasks under distracting conditions without loss of accuracy or appearance of
frustration.
* Communication skills Reads,
writes and speaks fluent English, using appropriate grammar,
style and vocabulary. Correctly spells commonly used English words and job specific terms.
Demonstrates exceptionally strong written and verbal communication skills.
* Organizational ability Demonstrates
a systematic approach in carrying out assignments. Is
very orderly and excels at cutting through confusion and turning chaos into order.
* Problem solving skills Demonstrates
a strong ability to identify, analyze and solve problems.
Translates problems into practical solutions.
* Client service skills Consistently
ensures the team provides the client with attentive,
courteous and informative service. Gains and shows personal satisfaction from delivering great
service.
* Intellectual ability Accurately
and consistently follows instructions delivered in an oral, written
or diagram format.
Attitudes (will do)
* Initiative shows
willingness and aptitude to take appropriate steps in finding solutions to
problems; presents options and ideas to enhance current processes or procedures. Takes on
additional responsibility when both big and small tasks need to be done.
* Integrity Firmly
adheres to the values and ethics of Dolores Animal Hospital . Exhibits honesty,
discretion, and sound judgment.
* Cooperativeness Willing
to work well with others, collaborating and compromising where
necessary; promptly share relevant information with others.
* Flexibility Is
open to changing situations and opportunities and is willing to perform all tasks
assigned.
* Independence Able
and willing to perform tasks and duties without supervision as appropriate.
* Tolerance for Stress / Resiliency Maintains
a positive "can do" outlook, rebounds quickly from
frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing
with stressful situations.
Special Working Conditions
* Ability to be confident around pets (i.e., dogs, cats, birds, reptiles, etc.)
* Must have mental processes for reasoning, remembering, mathematics and language ability
(reading, writing, and speaking the English language) to perform the duties proficiently.
* Requires sufficient ambulatory skills in order to perform duties while at hospital.
* Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move)
up to 50 pounds.
* Requires good handeye
coordination, armhandfinger
dexterity with the ability to grasp, and
visual acuity to use a keyboard and operate equipment.
* Specific vision abilities required by this job include close vision, distance vision, color vision,
peripheral vision, depth perception, and ability to adjust focus.
* Associate is routinely exposed to a variety of pets that may bite or scratch, and on occasion,
exposed to anesthesia, radiation, biological hazards and medication/controlled substances.
Dolores Animal Hospital is committed to a diverse work environment in which all individuals are
treated with respect and dignity. It is our mission to provide equal employment opportunities to all
candidates and to ensure that access to jobs is strictly based on jobrelated
criteria.