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Hybrid role: Veterinary Receptionist and Veterinary Technician

4 months ago

San Diego, United States West Coast Animal Hospital Full time
Job DescriptionJob DescriptionSalary: $19.50-$22.00/hr

We are looking for an experienced veterinary member who loves customer service If you prefer to focus your experience in the CSR role, let us know. Open to discuss Part Time or Full Time.


WHO IS WEST COAST ANIMAL HOSPITAL?

WCAH is an AAHA, privately owned small animal practice of 9 DVMs. We are dedicated to employee growth, open communication, and employee satisfaction.

Staff culture is a huge priority for us. We are looking for someone to join our hard working, hard laughing team while providing high quality care for our patients and our clients. We ask that all of our staff uphold our core values of progressive advancement, excellent patient/client service, exceptional communication, and collaborative teamwork.

Interested in working for us? Check out our website at www.westcoast.vet or our IG @westcoastpet


JOB DESCRIPTION

HYBRID role of both Veterinary Technician and Client Service Representative
REPORTS TO: Practice Owner, Attending Veterinarian or Managers


POSITION OVERVIEW

This role is designed to work half of the shifts as a CSR and half of the shifts as a Vet Technician.

The veterinary technician is the veterinarian’s primary medical support. They begin the examination procedure and 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 deep understanding of veterinarian’s preferences and thoroughly anticipate their needs. They have a very significant role in communicating with and education clients about their pets.

The CSR 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. They answer telephones, emails, greet clients, prepare patient files, receive and relay client correspondence, and updates client financial records. The exceptional CSR has the ability to diffuse negative client situations and foster client bonding.


EDUCATION AND LICENSURE REQUIREMENTS

QUALIFICATIONS / REQUIREMENTS

  • High school diploma or equivalent
  • Vocational school training desirable but not required
  • Previous On-The-Job training/experience required

EXPERIENCE REQUIREMENTS

  • Minimum four years experience as veterinary technician or assistant.

PERSONAL REQUIREMENTS

  • Minimum of 18 years old.
  • Be flexible in attitude and work habits.
  • Knows how to pronounce, spell and the meaning of commonly used veterinary terminology.
  • Perform basic computer skills and typing, is familiar with veterinary practice management software and vocabulary.
  • Use a telephone/headset while working in the phone room or when answering phones/making phone calls if needed at the front desk.
  • Genuinely enjoys working with animals and is able to work 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 nature.
  • Is experienced in the teamwork approach and works well with all levels of hospital team members including mentorship and training of other staff
  • 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 or 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.


WAGE RANGE

The range for the position is $19.50 per hour to $22.00 per hour.

Benefits are outlined in the employee manual and are separate from the hourly wage.


PERFORMANCE EXPECTATIONS

  • Abide by WCAH core values and mission statement.
  • Provide compassionate care to patients and clients.
  • Dependable, arrives at shift in a timely manner and is committed to upholding the core values and mission of the hospital
  • Leads by example and respectfully able to delegate to tasks
  • Conduct oneself in a confident and professional manner even when stressed and/or focused on individual tasks.
  • Accurately maintain electronic medical records in accordance hospital policy.
  • Prepare and maintain the exam rooms and treatment areas.
  • Perform physical assessments; record observations in chart.
  • Can proficiently restrain pets even when large, difficult or fractious.
  • Understands all common vaccinations and vaccination protocols and can explain to clients.
  • Knows all common preventative medicines and can explain their use to clients.
  • Has advanced knowledge of common medical conditions and their treatments.
  • Understands usage, knows the dosage, and common side-effects for commonly used prescription drugs and can readily explain them to the clients.
  • Perform advanced medical math/dose calculations
  • 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 and provides mentorship/training and oversight to assistants, technicians and veterinarians.
  • Gives SQ, IM and IV injections (with or without IV port).
  • Proficiently perform venous puncture and catheterization in the most difficult patients.
  • Perform ultrasound guided cystocentesis for urine collection
  • Can handle client’s medical questions with confidence and direct to veterinarians when appropriate.
  • Can answer client’s inquiries about basic animal care questions and routine procedures.
  • Can admit patients and handle medical records entries accurately.
  • Can prepare health certificates, immunization certificates, laboratory requests, and euthanasia consent forms.
  • Can accurately handle payment collection including returns and complex transactions.
  • Can accurately and empathetically communicate estimates/treatment plans to clients.
  • Can bond with clients during interactions.
  • Responds efficiently and accurately to callers, explaining possible solutions, using a multi-line system, while ensuring that clients feel supported and valued.
  • Can enter and update client and patient information into practice computer software.
  • Builds lasting relationships with clients and co-workers based on trust and reliability.
  • Can display tact and respect with team members even when busy or hectic.
  • Can conduct oneself in a confident and professional manner with clients even when situations are stressful and/or focused on individual tasks.
  • Takes part in training and other learning opportunities to expand knowledge of the company and position.
  • Has deeper knowledge of and can educate clients on over-the-counter products such as shampoos and supplements; has full knowledge of heartworm and external parasite preventives to promote client education and sales.
  • Can guide clients to make appropriate decisions regarding optimum pet care including triage of patients over the phone.
  • Can prepare complex estimates for procedures and discuss financial commitments with clients supporting hospital financial policies.
  • Can explain necessary follow-up and homecare instructions.
  • Assist the veterinarian in medical, surgical and dental procedures; prepares patients for surgery; monitors patients during surgery and recovery; administers fluids.
  • Assist in complicated surgeries, knows proper gowning, gloving and sterile technique
  • Able to recognize abnormal Pulse Ox, respiratory rate, heart rate, blood pressure, and temperature.
  • Proper minor bandage application.
  • Properly care for all surgical materials; keep the operating room properly stocked and prepared for surgery.
  • Can recognize and respond to emergency procedures such as control of bleeding, resuscitation with oxygen, opening airways, and external cardiac massage (CPR).
  • Perform ophthalmologic tests including tonometry, tear test, and fluorescein stain
  • Can troubleshoot laboratory equipment
  • Can proficiently position for and perform image capture of radiographs for advanced/orthopedic studies and can administer and oversee sedation for this
  • Can place IV catheters and properly care for them.
  • Understands the use and care of IV pumps including troubleshooting them.
  • Oversight of critical hospitalized patients ensuring medications and treatments are performed on schedule and alerting the veterinarian to changes in patient status
  • Knows common disease states and can alert veterinarians when symptoms change or when concerns arise with hospitalized patients.
  • Prepare a patient and the machine for an ultrasound procedure.
  • Admit patients following hospital policy and doctors written orders.
  • Can discharge patients based on the veterinarian’s orders, ensuring that patients are well groomed and in a medically appropriate state.


Job Type: Full-time


Benefits:


  • 401(k)
  • 401(k) matching
  • Continuing education credits
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Employee discount
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Professional development assistance
  • Tuition reimbursement
  • Vision insurance
  • Quarterly Team Outings
  • Mentorship Program
  • Opportunity for growth within the company 
  • Bonus opportunities 


Schedule:


  • 4 hour shift
  • 4x10
  • Day shift


Work Location: In person