Are you a Veterinary CSR/Receptionist looking to do more with patients? This is a unique hybrid role for current/experienced Veterinary CSRs/Receptionist that also want to start doing more hands on Vet Assistant patient duties but still love providing client service as a CSR. We provide training to continue to improve your client service skills and add on to that patient handling and treatment skills.
Two more of our team members moved onto Veterinary School this summer so we are looking to fill this unique role at our vibrant practice that is passionate about providing an exceptional experience to the pets and people that choose us as their veterinary care provider. We just moved into our brand new space this past March.
How do our team members in this unique role have the time to help with both clients and patients? Our CSRs are supported by Emily, our humanoid AI CSR, who takes care of most phone calls including appointment bookings, prescription requests and creating new client files among other things so you can focus on tasks that require a human touch.
We expect our team to like animals but, to apply here, you MUST ALSO enjoy working with people (pet owners & coworkers!). Friendliness and a good attitude are what we are looking for in our customer service focused practice.
Encino Vet Center is a multi-doctor privately owned practice open 7 days a week from 8am to 7pm. We provide a friendly & supportive environment where we all work as a team and everyone treats each other with respect. We teach each other so we can continue to improve our skills and excel in what we do.
We also like to have fun outside of work. We have had team events at Squid Games Experience, Escape Room LA, Bowling, Rage Room & Brunch, Paint & Sip, Laser Tag amongst others. We held our latest holiday party at Barton G.
Why do our clients & patients love us? We strive to provide exceptional client service and patient care. We have industry leading 40-minute appointments so that we can deliver an excellent individualized experience to each patient and their owner without being rushed.
Main duties include answering a multi-line phone, checking patients in/out, processing client payments, data entry, checking & replying to emails, online pharmacy requests, cleaning & other general office duties as well as assistance with patients including restraint, administering injections/vaccinations, obtaining blood samples and preparing lab samples amongst other tech assistant duties.
This is a full time position (consisting of four 10 hour shifts). Wage commensurate with experience ($18-$24/hr). Other benefits include paid time off, paid holidays, pet insurance stipend & pet care discount, uniform allowance, continuing education stipend, subscription to At Dove for on demand CE, and team volunteer opportunities! We also have medical, vision and dental insurance & have a 401k with employer contribution.
Visit our website: EncinoVetCenter.com to learn more about our practice.
Ready to join our amazing team? Send your resume.
We do perform pre-employment background and drug testing
Our Purpose
Working together as a team to provide excellent patient care for our community which helps support the human animal bond.
Our Core Values
We are One Team
- Honest, Hardworking & Collaborative So We All Succeed & Get the Job Done
We Practice Excellence
- Providing Exceptional Care & Service So Our Patients Are Healthy & Clients Rave About Us
We Embrace & Drive Change
- Continuing To Learn & Teaching Others So We Always Improve & Never Fall Behind
We Take Ownership
- We Are Each Accountable for Outcomes, Good or Bad, and We Don’t Make Excuses
We Make a Positive & Meaningful Impact
- In Our Patients, Their People & Our World
Job Description For CSR Followed by Assistant Job Description as this is a Hybrid role both job descriptions apply.
Position Overview
The purpose of this position is to provide outstanding client service. The Client Care Specialist (CCS) answers the phone, differentiates between routine and emergency cases, schedules appointments, greets clients, admits and checks out patients, processes payments, manages financial information, and communicates information between clients and staff.
The CCS enjoys working with people and diverse clients and is caring, friendly, and efficient. Creates a warm and welcoming impression. Remains professional and courteous while handling multiple tasks with many interruptions.
Firmly believes in the quality of care provided and communicates this sense of assurance to clients. Understands our services and recommendations and clearly communicates them to clients.
Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations. Ultimately, it is the CCS who creates a good first and last impression on our clients. The importance of this role cannot be over-emphasized.
Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste, and contagious diseases.
Reporting Structure
Directly reports to the CCS Team Leader and/or Practice Manager. Periodically receives direction from the Practice Manager and veterinarians.
Primary Responsibilities
Telephone Communication
- Answers incoming telephone calls by the third ring using proper telephone etiquette. This includes using a three-part greeting and asking callers before placing them on hold.
- Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers calls, and pages staff members. Takes and routes messages for veterinarians and staff members.
- Client Relations
- Follows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills.
Hospitality
- Welcomes clients and patients to the practice and makes them comfortable, including greeting clients, offering coffee, and showing them to the waiting area.
- Monitors appointment schedule and communicates with clients about wait times.
- Uses the client’s and pet’s names to personalize communication.
- Distributes new-client paperwork and gifts to all new clients.
Appointment Scheduling
- Schedules outpatient, surgical, hospitalized patient, and boarding appointments using a computerized scheduling program.
- Schedules appointments in accordance with established hospital guidelines, allocating the appropriate amount of time (10, 20, or 30 minutes) according to the type of visit. Maintains “E slots” for emergencies and helps keep the practice on schedule.
Computer Use and Maintenance
- Accurately enters and retrieves records and reports, enters fees and charges, and maintains the database.
- Performs a back up of the computer system on a regular basis, as directed.
- Generates financial and other reports (e.g., call-back lists and appointment lists) using the computer system, as directed.
- Prints client correspondence, such as reminder cards and letters, thank you letters, and new-client letters.
Marketing and Client Education
- Promotes the hospital to persons inquiring about the practice, fees, and products/services.
- Educates clients regarding preventive medicine and vaccination requirements. Informs clients of suggested procedures to maintain their pets’ good health.
- Distributes handouts, new client kits, hospital brochures, and “giveaways,” such as hospital leashes, pet carriers and magnets to clients.
- Promote the practice’s products and services to clients, making suggestions when appropriate.
- Mails sympathy cards to clients.
Procedures and Protocols
- Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the hospital procedures manual.
- Communicates basic patient preventative care protocols to clients.
- Maintains knowledge of the practice’s products and services.
- Improves upon veterinary knowledge and skills by taking advantage of in-house education materials (e.g., books, and videos) and by participating in continuing education, staff meetings, and in-house training.
Recordkeeping and Filing
- Retrieves and re-files medical records accurately and promptly.
- Purges inactive files as directed.
- Updates client files and patient records as needed.
- Scans medical documents.
- Faxes medical records to requesters, with client’s permission.
- Processes returned mail/postcards. Contacts client to verify and correct contact information.
Patient Admittance
- Retrieves client records and prepares needed forms in advance of clients’ arrival.
- Completes required forms, such as the new client form, patient visit form, and client report, and obtains all necessary information. Notes the source of client referrals.
- Obtains medical and vaccination histories from the client. Recognizes and notes any procedures due for the patient.
- Follows hospital policies regarding patient admittance (e.g., vaccination status).
- Relays all necessary information to the veterinarians and technicians.
- Triages urgent-care patients and communicates with the medical team as appropriate.
Patient Discharge
- Enters all charges into the computer and double-checks entries against the patient visit form or tracking form. Enters recall reminder codes into the computer as indicated.
- Ensures that future reminders are set up in the computer system for the patient.
- Presents clients with medications, instructions, new client kits, and any other items to take home.
- Reviews discharge instructions, medications, and services rendered, and informs client of the total amount due.
- Schedules discharge and follow-up appointments.
- Attends all staff and departmental meetings as requested.
- Inquires as to which veterinarian the client wishes to see when scheduling an appointment. If no preference is expressed, schedules as appropriate and gives the name of the veterinarian to the client. Schedules follow-up visits with the appropriate veterinarian.
- Schedules appointments to meet the clients’ needs and most efficiently use veterinarians’ and staff members’ time.
- Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.
- Uses active-listening skills to obtain all necessary medical and personal information from the client.
- Discerns any potential client problems, complaints, or questions and handles them appropriately.
- Relays medical instructions; itemizes the client’s statement; reviews it orally with the client; and informs the client about hospital policies, such as pre-operative instructions, payment and credit policies, and vaccination policies.
- Communicates with clients as needed regarding invoices and the medical status of their pets.
- Makes calls to clients on a timely basis from a call-back list.
- Provides clients with any information or instructions they will need prior to their appointments.
- Contacts clients to schedule discharge appointments and re-appointments, and confirms appointments and pre-surgical instructions.
- Maintains knowledge of current wellness-care standards and common medical problems.
- Maintains current client contact information.
- Cash Handling
- Accepts payments from the client. Accurately processes cash, checks, charge card payments, credit account payments, and post-dated checks. Accurately invoices coupons and gift certificates.
Facility Maintenance
- Assists staff with cleaning and straightening the public areas of the practice, including the front desk, reception area, client restrooms, and exam rooms.
- Restocks and arranges retail and point-of-purchase displays.
- Maintains and replenishes refreshment area.
- Opens the practice and sets up for the morning as directed.
- Closes the practice for the evening as directed.
Personal Conduct
- Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
- Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
- Adheres to the posted work schedule. Arrives for work promptly and begins work at start time. Follows hospital policies for reporting lateness or absences.
- Utilizes the time clock to clock in and out at the beginning and end of each day and during breaks.
- Organizes work area and exercises time-management skills to maximize personal efficiency.
- Prioritizes tasks and handles multiple tasks in a calm, organized manner.
Additional Duties
- Performs other duties as directed.
- Performs end-of-day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a bank deposit, and presenting reports and deposit receipts to the Practice Manager or owner.
- Establishes credit in accordance with hospital policies and Practice Manager’s authorization.
Technician Assistant
Position Overview
The purpose of this position is to ensure quality care for pets and promote greater efficiency by relieving technicians and veterinarians of technical and administrative work. The Technician Assistant performs a variety of patient- and client-care duties and conducts patient assessments, oversees animals recovering from anesthesia, and performs procedures and treatments.
The Technician Assistant uses sound judgment when making decisions about patient care, responds quickly and calmly to emergencies, and maintains high standards of patient care. This person communicates clearly with the veterinarians, other hospital personnel, and clients to ensure that patients receive the care they need. Technician Assistants are friendly and flexible in the face of varying expectations from clients and coworkers. They multi-task, prioritize tasks well, and think creatively.
Technician Assistants strongly believe in the quality of care provided and communicate this sense of assurance to clients. The Technician Assistant provides for patient and client comfort by keeping the hospital clean and presentable and may provide training to other members of the healthcare team.
Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste, and contagious diseases.
Reporting Structure
Directly reports to Lead Technician Assistant. Periodically receives direction from Office Manager, Practice Manager, and veterinarians. Works alongside the Technicians, who determine the scope and type of support services to be furnished and the procedures used to accomplish them.
Primary Responsibilities
Patient Care
- Provides compassionate patient care, keeping patients clean, dry, and comfortable.
- Alerts the veterinarian(s) to changes in patients’ condition.
- Recognizes patients with contagious disease and follows relevant procedures.
- Provides safe and effective patient restraint.
- Medicates patients.
- Uses proper safety techniques and positioning for radiological procedures.
- Recovers patients from anesthesia.
- Assists veterinarians and technicians in surgery and dentistry.
Equipment and Facility Maintenance
- Cleans, cares for, and packs surgical equipment properly.
- Keeps hospital clean and stocked.
- Removes trash from hospital, and sweeps and mops floors daily.
- Launders soiled blankets, towels, and other linens.
- Utilizes in-house inventory control procedures to ensure items are stocked appropriately.
Personal Conduct
- Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the hospital procedures manual.
- Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
- Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
- Performs basic emergency care, CPR, and intensive care as needed.
- Assists with and documents patient treatments.
- Walks, cleans, and feeds patients.
- Sets up and assists with procedures, such as IV catheterization and other common treatments.
- Bathes patients as needed.
- Assists with patient admits and releases as needed.
- Ensures patients leave in better condition than when they arrived (e.g., clean and with IV catheter removed).
- Maintains knowledge of drugs and their uses.
- Calculates drug dosages and fills prescriptions accurately; asks for guidance if necessary.
- Assists with lab tests as needed.
- Completes medical records accurately and efficiently.
- Performs procedures such as pedicures and fluid administration.
- Adheres to the posted work schedule. Arrives for work promptly and begins work at the start time. Follows hospital policies for reporting lateness or absences.
Additional Duties
- Attends departmental and staff meetings.
- Answers phone when the Client Care Specialist (receptionist) is unable to answer by third ring.
- Performs other duties as required.
Requirements
- Education equivalent to the completion of the 12 grade.
- At least one year of recent experience in veterinary practice or medical environment, with increasing responsibilities.
- Demonstrated ability to accurately manage and record detailed information in medical records and other data-management systems.
- Ability to properly restrain patients.
- Knowledge of spelling and meaning of commonly used veterinary medical terminology and procedures.
- Ability to complete assigned tasks in the time allotted without direct supervision.
- Demonstrated ability to show empathy toward clients and treat animals with respect and compassion.
- Excellent interpersonal communication skills.
- A commitment to outstanding client service.
- Ability to lift objects weighing 40 pounds without assistance and objects weighing more than 40 pounds with assistance.
- Ability to stay on task and work energetically for entire shift, sometimes exceeding 10 hours per day.
- Utilizes the time clock to clock in and out at the beginning and end of each day and during breaks.
- Organizes work area and exercises time-management skills to maximize personal efficiency.
- Prioritizes tasks and handles multiple tasks in a calm, organized manner.
Job Type: Full-time
Pay: $18.00 - $23.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person
