Veterinary Assistant/Receptionist

Client Experience

• Provides exceptional client service and builds relationships with clients through service, respect, and professionalism.
• Contributes to smooth communication throughout a client’s visit and seeks answers to any client questions or concerns.
• Supports healthcare recommendations and helps educate clients on care or products that would enrich the life of their pet.
• Routinely contributes to the cleanliness and organization of the practice, to ensure all guests leave with a lasting positive impression of the hospital.

Patient Experience

• Focusses on the well-being and comfort of the patient while following best medicine and patient experience principles.
• Greets, handles, and treats pets with kindness, compassion, patience and skill using Fear Free techniques. Nurtures an environment that makes them feel safe and secure.
• Advocates for the patient. Helps provide an organized and calm procedural and patient flow throughout medical and treatment areas.

Culture Champion & Communication

• Contributes to a positive, healthy culture.
• Uses a collaborative approach, assumes positive intent, and fosters open, proactive, and cooperative relationships.
• Contributes, supports, and implements new ideas and positive changes for themselves, the team, and the hospital.
• Follows progressive patient care standards while supporting a positive work environment.
• Supports and participates in all voluntary and mandatory accreditations/regulations and training. This includes AAHA, Fear Free, Hands Free Radiation, Great Places to Work, Employment Standards, NBVMA, AAHA, WHMIS, OHS, etc.

Technical Applications & Role Awareness

• Efficiently, accurately, and safely performs animal handling and husbandry duties. Ensures hospitalized, boarding, and grooming patients are comfortable, clean, exercised, and fed according to instructions.
• Frequently monitors all in-hospital patients and correctly records information relating to feeding schedules, appearance, or behavior. Immediately reports any changes to the correct person.
• Provides direct assistance to Technicians and general assistance throughout hospital with appointments, treatments, procedures, and surgeries.
• Reconciles and unpacks orders. Puts items away in correct locations.
• Is careful with in-clinic food and supplies to avoid wastage. Notifies medical team when patient feeding or treatment plan isn’t being successful (eg. if patient won’t eat don’t keep opening cans of food).
• Assists in keeping medical and diagnostic equipment maintained and in proper and safe working condition. Identifies and reports equipment and facility needs to PM.
• Understands and follows best medicine, hospital initiatives, SOPs, and programs.

Receptionist Duties

• Welcomes and supports clients and pets, adapting responses to reflect the situation.
• Efficiently and accurately performs clerical and reception duties, client and in-patient intake and discharge duties, schedules appointments, answers questions, and maintains front office and exam room flow.
• Acts as the liaison between clients and medical team and relays all necessary information timely and correctly. Identifies and addresses any issues.
• Sends client communications such as welcome letters, sympathy cards, and newsletters in accordance with clinic protocols & approved timelines.
• Correctly enters client and patient information into PIMS and confirms it’s up-to-date at every visit.
• Tracks new clients/patients, frequency of visits, and meets predetermined goals for appointment and surgery fill rates.
• Assists in monitoring inventory of office supplies, prescription food and retail times that adheres to PMs guidelines. Makes efficient use of drugs and supplies.
• Identifies questionable or missed fees, and ensures that owners meet all financial obligations. Accurately performs daily invoicing, cash management and reconciliation.
• Is able to diffuse client conflict in a professional, hospitable and tactful manner. Escalates/refers when appropriate to Team Leader or Practice Manager.

Qualifications

• Experience in the Veterinary industry preferred
• Strong communication and interpersonal skills required
• Multi-tasking and organizational skills
• Ability to plan and prioritize
• A kind, compassionate, and responsible disposition
• Problem-solving skills with the ability to adapt, be creative, and offer quick and effective solutions
• Ability to work in teams and thrive in a fast-paced environment
• Proven ability to build and nurture relationships at all levels
• An approach that is progressive, strategic, humble, and achievement-oriented
• A love for animals!

Compensation

• A Competitive Wage rate
• A comprehensive Health Benefits package (100% of Medical, Dental, & Vision premiums paid), effective following successful completion of 3-month probationary period
• Professional Services coverage (chiropractor, massage therapist, physiotherapist, and more)
• Employee Assistance Program
• Paid Vacation time
• Paid Emergency Days
• Generous Veterinary Discounts (75% off services for your own pets, and an extended family and friends discount)
• Uniform Allowance