The purpose of this position is to serve as receptionist at the Valley View Animal Hospital, to perform record keeping duties, to perform clerical duties related to animal patient care and treatment, and to provide miscellaneous support to the veterinary practice manager 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.
- 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 and front lobby.
- Welcome clients and patients to the practice and provide for their comfort while they are in the practice.
- Answer incoming telephone calls utilizing proper telephone etiquette. 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 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 staff members.
- Prepare to receive appointments by retrieving client records and preparing needed forms in advance of clients’ arrival. Complete required forms such as new client form, patient visit form, client report, consent forms, estimates, etc. and obtain all necessary information.
- Handle emergency situations by following established clinic 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.
- Notify doctors of patient arrival. Relay all necessary information to the doctors and technicians.
- 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 items to take home.
- 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 Care Credit arrangements have been made.
- Accept payments from the client. Accurately process cash, checks, charge card payments and credit account payments.
- Schedule appointments for the practice after obtaining all necessary data concerning the animal and owner. Prepare all required forms such as animal clinical records, health certificates, immunization certificates, lab reports and euthanasia certificates in advance, if possible.
- Dispense medications including providing routine instructions to owners concerning Rx 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
- Retrieve and refile medical records accurately and promptly.
- 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 Hospital Administrator or Chief Financial Officer.
- Performs other duties as assigned.
The Receptionist I works under the direct supervision of the Receptionist III who will indicate general assignments, limitations and priorities. Recurring assignments are performed independently. Deviations or unfamiliar situations are referred to the supervisor. Completed work is reviewed for technical accuracy and compliance with established procedures.
Skills and Knowledge: Knowledge of hospital procedures and operating instructions for making appointments, assembling 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 staff members who will be involved in treating the patient(s).
Job Objectives:
The purpose of this position is to assist veterinarians with patient care and treatment, monitor hospitalized pets, maintain inventory, prepare prescriptions, perform routine in-house lab work, educate clients regarding veterinary care and procedures and assist with surgical procedures. Operates under the supervision of the Veterinarians and the Hospital Administrator.
PRIMARY RESPONSIBILITIES / KEY SKILL AREAS
Client Communication
- Communicate with clients regarding the medical status of their pet. Provide accurate information to clients concerning fees, hospital policies, etc.
- Instruct clients as to how to care for their pets after discharge from the hospital, how to administer medications, etc.
- Demonstrate warmth, courtesy and professionalism in all interactions with clients.
Animal Handling
- Restrain animals in a safe, efficient and compassionate manner during examinations and procedures.
- Work often requires lifting and carrying animals which may weigh upwards of 100 lbs. Will be assisted by animal handlers in working with larger animals.
- Assist with moving animals throughout the hospital. Cage and remove animals as needed.
- Work often exposes the Exam Room Assistant to unpleasant odors and noise. May be exposed to bites, scratches and animal waste; may also be exposed to contagious diseases.
- Exercise compassion and care in all interactions with patients. Know how to properly handle difficult or contentious animals.
Assist Veterinarians / Exam Room Protocol
- Follow established procedures in order to assist veterinarians with examinations and facilitate the flow of clients and patients through the out-patient clinic. Consult with veterinarians on a daily basis to plan each day’s activities. Keep doctors apprised of potential problems, discussions with clients, etc.
- Review medical records and notes made by the admitting receptionist in order to discern the nature of the visit and any tests or procedures that may be needed.
- Greet clients and escort them and their pets into an exam room.
- Discuss with the client the reason for the visit, any symptoms or problems being experienced, and any procedures that may need to be done (i.e. vaccinations, fecal or heartworm tests, etc). Utilize a pre-exam checklist to ensure that all medical needs are covered. Answer client questions one-on-one on various aspects of animal care up to, but not including, controversial items and/or those best left to the veterinarians.
- Obtain fecal or urine samples that may be needed from the pet. Utilize a fecal loop when necessary. Anticipate and prepare any medications or vaccines the doctor will need to treat the patient.
- Notify the veterinarian when patients in the exam room are ready to be seen. Advise the veterinarian of the information already known such as the nature of the visit, preventive procedures due, tests that are to be run, etc. Assist the veterinarian within the exam room by restraining the animal, preparing forms, obtaining instruments, etc. Remain in the exam room until excused by the doctor.
- Perform any lab work that may be needed or make sure that lab work is performed by another team member while the patient is still in the exam room.
- Ensure all procedures rendered during the visit are documented for proper billing. Ensure that all vaccinations, procedures, notes, etc have been documented in the medical record. Pass on information/advice from the doctors; explain dosage/purpose of medications; reinforce through discussion the proper care and procedures that should be followed at home.
- Escort the client and patient to the front desk and give the medical record and patient visit form to the receptionist for client receipting. Prepare the exam room for the next visit.
- Call back/follow-up with clients concerning certain patients; recommend additional visit if patients progress does not appear satisfactory.
Laboratory Procedures and Radiographs
- Accurately perform routine in-house laboratory procedures. Appropriately prepare and handle specimens.
- Prepare specimens for outside laboratory.
- Take, develop and maintain radiographs following proper safety procedures.
Veterinary Procedures
- Perform routine nail trims, and weight checks.
- Prep patients for procedures.
- Give injections as directed – intravenous via catheter.
- Examine patients for fleas, skin problems, and other obvious problems.
Marketing and Client Education
- Educate clients regarding preventive medicine and vaccination requirements. Recommend laboratory procedures, such as pre-anesthetic profiles, fecals, urinalysis, heartworm checks, FeLV testing, etc.
- Promote the practice’s products, programs and services. Utilize “passive marketing.” Make suggestions to clients about products appropriate for their pet’s condition.
- Give clients handouts and educational materials to take home to further their understanding of veterinary issues.
- Give promotional materials such as leashes, pet bandanas, new client kits, food samples, etc as appropriate.
Preparing Medications
- Accurately dispense prescription medications. Prepare prescription labels and appropriately package medications.
- Document controlled drug logs anytime a controlled drug is used.
- Ensure that medications are added to the patient’s record and appropriately charged to the client.
Safety
- Follow OSHA guidelines concerning safety and handling of hazardous materials.
- Follow established hospital safety guidelines regarding radiographs, controlled drugs, animal handling, etc.
Physical Plant Maintenance
- Clean and straighten exam rooms, treatment and lab areas. Restock exam rooms with supplies as needed. Assist other staff members to keep the public areas of the practice clean and well maintained.
- Clean and maintain all medical equipment as required.
- General cleaning of public and employee areas, building and yard maintenance to maintain clean, odor-free, and attractive environment. Housekeeping and laundry duties for all areas.
Surgical Assistance
- Provide support to surgical technicians as needed.
- Assist veterinarians during surgical procedures.
- Administer intravenous fluid therapy, monitor vital signs and oxygen saturation.
Hospitalized Patient Care
- Assist with morning rotations of animals in kennel as needed including cage cleaning, exercising, feeding, observation for signs of illness, parasites and disease control, laundry, bathing and dipping procedures, keeping animals clean. Ensure that all animals receive needed medication. Assist in treating the routine surgical patients from the previous day. Maintain any treatments requested by the doctor and document all services rendered.
- Organize daily patient status lists for front office staff and update as needed. Communicate with hospital attendants regarding the needs of patients. Maintain patient’s status sheets and review cases in the hospital with other technical staff before shift changes.
- Admit and discharge patients on the doctor’s orders, being especially careful to ensure that patients being discharged are well-groomed and in medically appropriate state.
Veterinary Knowledge
- Exercise appropriate veterinary medical knowledge. Utilize in-house educational materials and continuing education provided by the hospital.
- Exercise knowledge of the hospital’s programs, products and services.
- Attend weekly/monthly staff meetings.
Personal Conduct
- Adhere to all hospital policies and standards regarding uniforms, grooming, smoking, personal calls, etc. as stated in the hospital procedures manual.
- Serve as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients and other members of the hospital staff.
Punctuality and Attendance
- Adhere to the posted work schedule. Arrive for work promptly and be ready to begin working at the start time. Follow hospital policies for reporting lateness or absences.
- Utilize the time clock to clock in and out at the beginning and end of each day and during breaks.
Attitude/Teamwork
- Demonstrate initiative and teamwork in everyday duties by seeking other work to do during slack times, assisting other employees within the practice, and filling in for other employees as needed.
Organization/Time Management
- Organize work area and exercise time management skills to maximize personal efficiency within the practice. Prioritize tasks and handle multiple tasks in a calm, organized manner.
Knowledge and Skills
The qualified applicant will possess the following knowledge and skills:
Required: Knowledge of basic veterinary practices, procedures and terminology with willingness to pursue further education leading to Licensed Veterinary Technician status.
Ability to appropriately handle animals up to 100 lbs., and perform routine veterinary medical procedures (i.e. collect urine and fecal samples).
