Position Overview

Reports To: Practice Owner or Manager

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 very significant role in communicating with and educating clients about their pets.

Qualifications/Requirements

Education & Licensure Requirements

• High school diploma or equivalent
• Veterinary Technician Certification (CVT) desirable but not required.
• Previous On-The-Job Training desirable when, not a CVT.

Experience Requirements

• Minimum two years experience as a veterinary technician or assistant.

Personal Requirements

• Minimum of 18 years old
• Genuinely enjoys working with animals and is able to deal with them even when they are stressed, ill, or in pain
• Can stay calm and efficient during a medical crisis
• Well-spoken and approaches their job duties in a mature nature
• 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

Performance Expectations

• Can provide compassionate care to patients and clients
• Can conduct oneself in a confident and professional manner even when stressed and/or focused on individual tasks
• Can legibly keep accurate medical records in accordance with hospital policy
• Can prepare and maintain the exam rooms and treatment areas
• Can perform physical assessments; record observations legibly in files or computer
• Can effectively restrain 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 normal job duty
• Maintains positive, cooperative relationships with other employees
• Gives SQ, IM, and IV injections
• Can handle client’s medical questions with confidence and direct to veterinarians when appropriate
• Can prepare estimates for procedures and discuss financial commitments with clients supporting hospital financial policies
• Can explain necessary follow-up and home care instructions
• Understands usage, dosage, and common side-effects for commonly used prescription drugs and can readily explain them to the clients
• Can maintain an appropriate inventory of all medical supplies as determined by the inventory control system
• Can assist the veterinarian in medical, surgical, and dental procedures; prepares patients for surgery; administers anesthesia; monitors patients during surgery and recovery; administer fluids
• Can properly care for all surgical materials; keep the operating room properly stocked and prepared for surgery
• Can perform emergency procedures such as control of bleeding, resuscitation with oxygen, opening airways, and external cardiac massage
• Can perform clinical laboratory procedures such as fecal flotation exams, heartworm checks, skin scrapings, urinalysis, and fungal cultures; draws blood for laboratory analysis; maintains file of lab test results and ensures that test results are recorded in patient records
• Can effectively position for and take radiographs
• Can perform electrocardiograms
• Can place IV catheters and properly care for them. Understands the use and care of IV pumps as well
• Knows common disease states and can alert veterinarians when symptoms change or when concerns arise with hospitalized patients
• Can prepare a patient and the machine for an ultrasound procedure
• Can 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

Position Overview

Reports To: Practice Manager or Head Tech

The veterinary technician assistant/kennel attendant is the veterinary technician’s primary support. They assist in restraining pets and assist them with what is needed. They aid the technicians and the doctors in achieving greater efficiency by relieving them of some of the routine work. They have a very significant role in freeing up the technicians to assist the veterinarian with medical procedures. They keep the areas clean, organized, and restocked daily to help keep the areas running efficiently.

Qualifications/Requirements

Education & Licensure Requirements

• High school diploma or equivalent
• Previous on-the-job training desirable, but not required

Experience Requirements

• Previous animal care background is desirable but not required

Personal Requirements

• 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 teamwork; works well with all levels of hospital team members
• Has excellent client communication skills
• Can work with little to no supervision on tasks, including following checklists
• 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

• Can provide compassionate care to patients and clients
• Can conduct oneself in a confident and professional manner even when stressed and/or focused on individual tasks
• Can legibly keep accurate medical records in accordance with hospital policy
• Can prepare and maintain the exam rooms and treatment areas
• Can perform physical assessments; record observations legibly in files or computer
• Can effectively restrain pets even when large or difficult
• Knows all common vaccines 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 normal job duty
• Maintains positive, cooperative relationships with other employees
• Can prepare estimates for procedures and discuss financial commitments with clients supporting hospital financial policies
• Can explain necessary follow-up and homecare instructions
• Can properly care for all surgical materials and equipment; keep the operating room properly stocked and prepared for surgery
• Can set up clinical laboratory procedures such as fecal flotation exams, heartworm checks, skin scrapings, urinalysis, ear cytology, and fungal cultures; maintains file of lab test results and ensures that test results are recorded in patient records
• Can effectively position for and take radiographs
• Understands the use and care of IV pumps
• Can 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
• Performs other duties as assigned, including assisting in other areas, including answering phones as needed, invoicing clients, and other customer care needed
• Can follow a detailed cleaning and restocking checklist daily and ensure duties are completed in a thorough manner

Position Overview

Reports To: Head Receptionist or Manager

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 and escorts clients and patients to exam rooms, receives and relays client correspondence, updates client financial records. The exceptional receptionist has the ability to diffuse negative client situations and foster client bonding.

Qualifications/Requirements

Education & 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 Instant Messenger and 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

• 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 records and equipment weighing up to 25 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

• Can answer client’s inquiries about basic animal care questions and routine procedures
• Can educate 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
• Can guide client’ to make appropriate decisions regarding optimum pet care

Admitting/Discharging Patients/Cash Handling

• Can admit patients and handle medical records entries accurately
• Can prepare health certificates, immunization certificates, laboratory requests, and euthanasia certificates
• Can handle client/patient transfers with ease
• Can prepare client invoices for services performed
• Can accurately handle payment transactions
• Can accurately and empathetically communicate estimates/treatment plans to clients

Hospitality

• Can bond with clients during interactions.
• Can keep the front desk a positive area even in the event there is a client wait time

Schedule Management

• Can work 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
• Can Enter and update client and patient information into practice computer software
• Has good computer skills and shows accuracy in inputting details

Personal Conduct/Attitude/Teamwork

• Can maintain positive, cooperative relationships with other employees
• Can display tact and respect with team members even when busy or hectic
• Feel and express a genuine liking for animals and their owners and for working in an animal care field

Client Communication

• Can conduct oneself in a confident and professional manner with clients even when situations are stressful and/or focused on individual tasks
• Can deal intelligibly, pleasantly and efficiently with clients, often doing several things at one time
• Can greet clients with poise and natural effort
• Can outline costs and fees in a positive light while supporting hospital payment policies
• Can turn future clients (phone-shoppers) into clients through relationship building and bonding
• Can easily remember clients and patients names and uses them
• Can handle client correspondence including procedure reminders, thank you cards, welcome cards, sympathy arrangements and cards, and A/R statements

Facility Maintenance

• Can maintain a professional/welcoming appearance of the front office through cleaning and organization
• Can offer proper upkeep for and troubleshoot office equipment including pc’s, telephones, copiers, and fax machines

Recordkeeping/Filing

• Can accurately maintain an alphabetical filing system

Organization/Time Management

• Can work 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