Bay Beach Veterinary Emergency Hospital CSR

Bay Beach Veterinary Emergency Hospital•Virginia Beach, VA

12d•Onsite

About The Position

Bay Beach Veterinary Emergency Hospital in Virginia Beach, Virginia is a multi-doctor 24/7 emergency practice serving 90% companion animals and 10% exotics. We have a strong focus on maintaining exceptional client communication, patient care and medical protocol standards, and visiting specialists provide echocardiogram and advanced ultrasound service. We believe every patient and client deserves the best medicine and care we can offer. Bay Beach Veterinary Emergency Hospital also has a General Practice sister hospital (6 doctors, fully staffed) located just 20 minutes away, in the heart of Virginia Beach. Veterinary Receptionist Objectives: The purpose of this position is to serve as a veterinary receptionist for Bay Beach Veterinary Hospital's Emergency Practice, to perform clerical duties related to patient care and treatment, and to provide miscellaneous support to the veterinary practice manager and health care team. These service functions include but are not limited to, reception (visitor and telephone), maintenance of veterinary medical records, accounts maintenance, cash processing, data entry, word processing, and mail service. This job requires a practical knowledge of hospital organization and services, the basic rules and regulations governing visitors and animal patient treatment, data transcribing, word processing, and a practical knowledge of the standard procedures, veterinary records and terminology used in the hospital. Regular attendance and timeliness are an essential function in order to fulfill the requirements of this position.

Requirements

High school diploma or equivalent
Possession of strong organizational skills.
Ability to multitask under pressured conditions.
Knowledge of the range of services the practice provides and the species it treats.
Knowledge of practice location and ability to give directions using common routes.
Knowledge of practice polices regarding provision of care, treatment of stray animals, deposits for hospitalized patients, payments, and credit/payment options.
Knowledge of and compliance with OSHA standards and be able to find Material Safety Data Sheets quickly.
Know and use standard medical and business abbreviations.
Knowledge of the spelling and meaning of commonly used terminology in veterinary medicine.
Use proper terminology and spelling when speaking and writing.
Reasonable familiarity with common breeds and their colors and temperaments.
Reasonable familiarity with zoonotic (transmissible from animals to humans) diseases, including their prevention and steps to reduce or eliminate transmission.
Reasonable familiarity with common animal to animal contagious diseases, including their prevention and steps to reduce or eliminate transmission.
Reasonable knowledge of common vaccines and their administration guidelines.
Familiarity with common parasite preventatives and their dosing/administration schedule.
Familiarity with prescription diets carried by the practice and their uses.
Familiarity with over-the-counter products carried by the practice and their uses.
Ability to handle money accurately and honestly.
Familiarity with common invoicing and fee collection procedures.
Familiarity with common credit card machines and their functions.
Excellent verbal and written communication skills.
Excellent interpersonal communication skills.
Excellent telephone etiquette.
Ability to communicate with clients in a compassionate and professional manner in times of stress.
Possess active listening skills, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Competently speak and write the English language.
Understanding the implications of new information for both current and future problem-solving and decision making.
Always be in position and prepared to work by the start of each scheduled shift.
Maintain accurate personal timecards.
Maintain professional appearance while at work, including clean and pressed uniforms, neat hair, and proper personal hygiene.
Have the physical strength and ability to stand for. an entire shift when needed and be able to lift pets and objects weighing up to 40 pounds without assistance. Assist in lifting patients and objects weighing more than 40 pounds.
Ensure the cleanliness and organization of the hospital, including but not limited to: front desk area, all areas of the lobby, exam rooms, parking lot and front porch.
Clean and maintain all office equipment according to manufacturer's instructions and hospital policy.
Maintain an even, friendly demeanor while on the job.
Promote a positive attitude among staff.
Handle stress with poise and tact.
Show respect for clients, patients (alive or deceased), team members, and the hospital at all times.
Engage in productive work during slow periods.
Ensure daily/weekly/monthly task lists are completed.
Readily assist coworkers as needed.
Participate in all staff training and meetings.
Always be cognizant of patient safety.
Understand and maintain strict client confidentiality.
Be prepared to handle any pet or facility emergency that may arise. Know and follow contingency plans.
Perform other duties as assigned.

Nice To Haves

Veterinary experience preferred

Responsibilities

Reception (visitor and telephone)
Maintenance of veterinary medical records
Accounts maintenance
Cash processing
Data entry
Word processing
Mail service
Access client information within the practice management software system.
Enter and retrieve client and patient data in the computer.
Accurately notate details about patients, their care and client conversations in the medical record.
Schedule appointments obtaining all necessary data concerning the patient and owner.
Prepare all required forms in advance if possible (day practice only).
Assure that all financial obligations are met by clients.
Collect client fees, make change, process credit card transactions and assist in making count of cash drawer, and run end of day reports.
Assist in the updating of client files; prepare and mail correspondence such as thank you cards, sympathy cards, and other communications.
Send and receive client emails.
Assist in the ordering, receiving, stocking and distribution of supplies.
Know phone functions including hold, intercom, and transfer.
Accurately enter items and services into invoices as needed.
Provide friendly and quality care to the clients and patients of Bay Beach Veterinary Hospital Greet clients in a professional, friendly, and hospitable manner.
Check clients in. Update client's or patient's records as needed.
Use client's and patient's names during conversation.
Effectively promote preventative health care, nutrition, and pet health insurance to clients. Support what fellow staff members have said to clients.
Know where brochures and client-education materials are stored. Provide clients with handouts and brochures regarding relevant medical conditions, surgeries, immunizations, internal and external parasites, pet insurance, and diets or direct them to approved websites for additional information.
Professionally administer all phone calls-answering client inquiries in a prompt and•friendly manner, scheduling appointments, and recording messages.
Receive incoming calls, screen those that are handled by other health care.team members and take care of routine calls.
Provide knowledgeable sub-professional advice concerning the basic care of animals
Politely but firmly refuse to diagnose or offer treatment recommendations over the phone for health concerns/illnesses.
Counsel clients on financial and admittance policies, thpir pet's medical procedures and any options that require consideration. Answer client's questions and ensure their comfort with the information they have been given.
Explain credit options to clients and how to apply.
Advise clients of visiting hours and special call-in times to check on patients/speak with the doctors.
Explain delays that effect clients. Ensure the comfort of clients and patients during their waits.
Assist clients with unruly pets. Request assistance when needed.
Assist grieving clients and comfort them. Understand the grieving process and be respectful of the client's needs.
Handle angry or grieving clients in a calm and reassuring manner. Enlist the help of a doctor or supervisor when needed.
Assist clients to their cars if needed.
Verify or witness clients' statements regarding procedures, including euthanasia.
Answer questions and educate clients about basic pet care and procedures. Refer questions you cannot answer to appropriate colleague.
Alert staff members immediately if an urgent patient arrives.
Obtain verbal permission/refusal for resuscitation.
Have client fill out registration forms while the health care team is assessing the patient. Accurately review discharge instructions with owner with any out-patient visit.
Knowledgeable of all aspects of hospital protocol, from the front desk to the treatment area.
Knowledgeable of all aspects of veterinary medicine, from the front desk to the treatment area.
Knowledgeable of all aspects of veterinary medicine as a business.
Able to constructively discuss and troubleshoot issues within the hospital with staff members and management.
Promotes and ensures training
Ensures maintenance, repair, and proper care of hospital equipment.
Ensures hospital policies are followed by staff and able to set the example for staff.
Knowledgeable of OSHA requirements to help keep hospital and staff in compliance.