Veterinary Assistant/Receptionist - Picton Animal Hospital

Veterinary Assistant/Receptionist

Looking for an experienced full time administrative savvy individual for predominantly reception duties who is able to assist in other areas with patient care.

Client Experience

• Provide exceptional client service and build relationships with clients through service, respect and professionalism.
• Welcomes and supports clients and patients, adapting responses to reflect the situation.
• Ensures smooth communication throughout a client's visit. Acts as a liaison between clients and medical team and relays all necessary information timely and correctly. identifies and addresses any issues.
• Accommodates client requests for timely veterinary care.
• Meets predetermined goals for appointments and surgery fill rates.
• Routinely contributes to the cleanliness and organization of the practice, to ensure all guests leave with a positive impression of the hospital.

Patient Experience

• 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.
• Supports healthcare recommendations and helps educate clients on care or products that would enrich the life if their pet.

Planning and Productivity

• Ensures that front office equipment is maintained and in proper and safe working condition.
• Works efficiently and carefully to meet timelines and ensure job responsibilities, standards of work, and tasks are achieved.

Culture Championship & Communication

• Uses a collaborative approach, assumes positive intent, and fosters open, proactive, and cooperative relationships.
• Follows progressive patient care standards while supporting a positive work environment.
• Is able to diffuse client conflict in a professional, hospitable, and tactful manner. Escalates/refers when appropriate to a Team Leader of PM.
• Contributes, supports, and implements new ideas and positive changes for themselves, the team and the hospital

Leadership & Coaching

• Helps train and develop Kennel Attendants and new team members.
• Actively participates in personal skill enhancement and continuous learning
• Is enthusiastic and responsive to coaching and mentorship.
• Helps with orientation and training of new members.
• Meets with team leader and PM on a regular basis to share key ideas to improve efficiency and performance.

Technical Applications & Role Awareness

• Performs animal handling duties, safely, efficiently and accurately.
• Performs clerical duties, schedules appointments, answers questions and maintains front office and exam room flow.
• Correctly enters client and patient information into computer, and confirms it's up to date at every visit.
• Identifies questionable or missed fees, and ensures that owners meet financial obligations. Accurately performs daily invoicing, cash management and reconciliation.
• Provides direct assistance to Technicians, Vets, and general assistance throughout hospital with appointments, treatments, procedures

Compliance

• Consistently uses available resources (ALLY DVM, P3COMMUNITY) to improve communication of pets health needs to clients. This includes recalls, reminders and forward booking.
• Follows and adheres to scheduled shifts and makes the best effort to cover shifts when needed.
• Follows fee schedules and medical records to ensure al treatments, drugs and procedures are recorded and charged appropriately.
• Assists in monitoring inventory of office supplies, prescription food and retail supplies.
• Supports and participates in all voluntary and mandatory accreditations/regulations and training. This include Fear Free, Hands Free radiation, employment standards, WHIMIS.