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Client Service Representative – Arcata Animal Hospital

At Arcata Animal Hospital, our mission is to provide genuine care, comfort and high quality veterinary medicine for our patients and clients.  We are here for them. We recognize that this mission can only be realized through a team of professionals who are dedicated to upholding our values and creating a culture that permeates every position on our team. This job description has been created to inform you of your important role in realizing our Mission, and outline the general expectations and environment of Arcata Animal Hospital.

CSR’s are the customer-relations experts in a veterinary practice. They are the clients’ first impression of the practice, on the phone or in person.  They are critical in making our clients feel welcome, understood and well cared for in our hospital. CSR’s must possess strong organizational skills, excellent telephone and in-person communication skills, and the ability to remain calm under pressure. CSR’s must have compassion for animals and their owners and understand the stress that patients and clients endure.

Client Service Representatives are responsible for greeting clients; differentiating routine cases from emergency cases; scheduling appointments; entering client, patient, and financial data into the computer; generating invoices and explaining them to clients; developing and explaining Treatment Plans to clients; processing payments; and managing the retrieval and storage of medical records.

Client Service Representatives should expect to spend nearly all of their workdays at the front desk. They are constantly “on-stage” and expected to engage in behaviors and actions that convey professionalism, compassion and competence at all times. The position requires the completion of a high-school degree or further education, competence in the English language, patience, and a pleasant manner. Ideally, newly hired receptionists will possess computer skills and have had cashier and related front-office work experience.

Client Service Representatives must possess a strong service ethic and be dedicated to providing an optimal client experience by utilizing our four core values of Compassion, Integrity, Commitment to Excellence and Efficiency in all of their dealings with our clients, patients, and fellow team members.

**Compassion: being sensitive to others’ needs and feelings, and being responsive. This is one of our four core values and is an integral component of every job in the hospital.  Clients, patients, and team members are always treated with the utmost compassion.  They are treated as VIIP’s – Very Important Individual People/Pets.  We treat them the way they want to be treated, with recognition and respect for their emotions, abilities and cultures.   To paraphrase a quote from Walt Disney, “Clients may not always be right, but they are always our clients.”  Through compassionate care we seek to alleviate stress and pain for our clients and patients, and provide healing medical services.  Through compassion for one another, we seek to maintain a positive working environment that allows support for one another and does not create an unbalanced workload.

**Integrity: ability to be honest and follow general rules of ethical and moral actions.  This is one of our four core values and is an integral component of every job in the hospital.

**Commitment to Excellence: This is one of our four core values and is an integral component of every job in the hospital.  We are committed to excellence in all levels of patient care and functioning of the hospital. This includes adhering to best medical practices and exceeding standards of care, maintaining a pristine level of cleanliness in the hospital, and ensuring accuracy at all levels of patient and client care.  We expect to constantly change, grow, and institute new protocols that will improve our client/patient care and functioning of the hospital.

**Efficiency: This is one of our four core values and is an integral component of every job in the hospital. We strive to be as efficient as possible in all areas of patient care, client care, and hospital care.  Bottlenecks in delivery of our services are identified and eliminated as quickly as possible. We avoid waste of resources. We constantly look for better, more efficient ways to conduct business and deliver a stellar client experience, never hesitating to adapt and change to improve.

We work together as a team, recognizing that our actions have a direct impact on other team members and their ability to deliver optimum client and patient care.  With this in mind, we strive to be complete and efficient in the performance of our duties so that our actions enhance the ability of our teammates to carry out their duties.  It is expected that more experienced CSRs will assist in the training and development of less experienced CSRs.

Supervisors – A CSR is directly supervised by our Office Manager, followed by our Hospital Manager, Associate DVMS and ultimately the Practice Owner.  At times, our Technical Supervisor may fill in as a manager/supervisor for our CSR team.

Opportunities  for Growth – A CSR may advance in their position into a managerial role as Office Manager or Hospital Manager should such positions become available. Consideration for advancement would be based on mastering skills and tasks associated with a Level 3 CSR and demonstrating a strong commitment to the growth and improvement of Arcata Animal Hospital.

Minimum experience requirements for this position (type and length)

  • One year of experience in a client and customer service position preferred
  • Experience in a veterinary medicine practice is preferred

Minimum education requirements for this position (type and length)

  • Completion of high school or equivalent

Methods used to interact with coworkers and clients (value totals 100%):

  • Face-to-Face Discussions: 95%
  • Telephone Conversations: 50%
  • Email Communications: 20%

Physical activities (value totals 100%):

  • Sitting, in chair or on floor: 85%
  • Standing, while performing duties: <1%
  • Walking, short or long distances : 10%
  • Lifting, up to 40 pounds (18 kg) without assistance: 5%
  • Reaching, vertical or horizontal: 20%
  • Kneeling, squatting, bending over: 40%
  • Climbing stairs/or ladders: 20%

Exposure to the following elements in a typical work day

Noise: (value does NOT need to total 100%)

  • Low noise: 90%
  • Moderate noise : 80%
  • High noise: <30%

Unpleasant or potentially hazardous materials: (value does NOT need to total 100%)

  • Blood, vomit, feces, urine: <30%
  • Anesthetic gases: <1%
  • Cleaning materials: 30%
  • Medical sharps: <5%
  • Zoonotic disease: <1%

Tools and technology used during the normal course of work:

  • Phone
  • Computer with keyboard
  • Fax/scanner/copier
  • Impromed Infinity software
  • Microsoft Word
  • Credit Card Terminal
  • Vet Tools/Pet Tools Software

Essential Duties and Responsibilities (others may be assigned as needed)

  • Answer phones, schedule appointments, surgeries, make boarding arrangements, answer general client questions
  • Answer and send emails and text messages
  • Reminder calls, emails and texts
  • Invoice clients, develop Treatment Plans, identify and follow through with client payment procedures, be knowledgeable of and able to assist clients through all payment options
  • Scan paperwork, medical files efficiently and in a timely fashion
  • Unpack inventory utilizing appropriate protocols
  • Clean exam rooms utilizing appropriate protocols
  • Vacuum and mop floorsutilizing appropriate protocols when needed
  • Complete assigned CE training, apply learned principles in the workplace.
  • Fill prescriptions accurately, always go through checklists to ensure accuracy.
  • Keep client and CSR reception area clean, free of clutter, and odor at all times. Keep the client refreshment spotlessly clean and fully stocked throughout the day, follow the end of day checklist for the refreshment bar.  Keep the client chairs and associated tables spotlessly clean during the day. In partnership with the ERAs, keep the plants watered, dust free and remove any dead vegetation each day.
  • Review appointment calendar throughout the day to be aware of who is coming in and at what time they will be arriving.  Be able to greet each client and patient by name when they walk in the front door.

General Knowledge and Tasks

General Knowledge 

  • Be able to give directions to the practice.
  • Know the range of services the practice provides and the species it treats.
  • Be reasonably familiar with breeds and coat colors.
  • Follow OSHA standards. Be able to find Material Safety Data Sheets quickly.
  • Know standard medical and business abbreviations.
  • Use proper medical terminology when speaking and writing.
  • Competently speak and write the English language.
  • Understand the life cycle and pathology of common parasites (intestinal parasites, heartworms, fleas, ticks), and know the names of most common preventatives, recommended treatments, and diagnostics.
  • Be familiar with zoonotic (contagious) diseases, including their prevention and steps to reduce or eliminate transmission. (Level 2)
  • Communicate with clients about the various pet-identification systems available, including tags, and microchips.
  • Know the policies regarding provision of veterinary care, treatment of stray animals, deposits for hospitalized patients, payments, credit, pet health insurance, and finance fees.
  • Have a basic understanding of common medical procedures and conditions (OVH, neutering, abscess treatment, common infectious diseases, kidney failure, hyperthyroidism, urethral blockage, dystocia, cystitis, dental disease). (Level 2)

General Tasks 

  • Always be in position and prepared to work by the start of each scheduled shift.
  • Clock in and out at the appropriate times.
  • Enter the practice through the front door so that you see what clients see.
  • Maintain a professional appearance while at work, including clean and pressed uniforms or clothes. Change clothes daily as necessary to look professional and avoid carrying odors.
  • Smile and maintain an even, friendly demeanor while on the job.
  • Perform job tasks efficiently without rushing.
  • Handle stress and pressure with poise and tact.
  • Show respect for clients, team members, and animals (alive or deceased) at all times.
  • 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 weighing more than 40 pounds.
  • Prioritize tasks according to training guidlelines to maximize client satisfaction and patient health.
  • Maintain a list of tasks and engage in productive work during slow periods.
  • Avoid engaging in personal conversations in the reception area when clients are in the building.
  • Proactively assist other employees as needed. Take over for colleagues when they are called away to another priority.
  • Read and refer to the personnel policy manual for answers to staff policy questions before asking the owner(s) or manager(s).
  • Participate in your performance appraisal, and, as requested, in those of others.
  • Participate in all staff and training meetings.
  • Conduct tours of the practice and/or kennel. Before each tour, ensure that the facility is orderly and that staff and patients are prepared for tours. (Level 3)
  • Maintain constant vigilance regarding open doorways that could allow pets to escape from the facility.
  • Maintain strict confidentiality regarding clients and patients for whom the practice provides veterinary services. Be familiar with the Ethics folder and periodically check for updated contents.
  • Be prepared to handle any facility emergency that may arise, including facility fire or weather-related emergencies. Follow contingency plans.
  • Follow established closing procedures to ensure the security of patients, staff, data, revenue, inventory, and the facility.
  • Sign euthanasia cards in a timely fashion.

Client-Interaction Tasks

Face-to-Face Client-Interaction Tasks 

  • Cordially greet arriving clients and patients, and address each by name.
  • While handling phone calls, acknowledge the arrival of people in the reception area with eye contact and/or a hand wave.
  • Review consent forms with clients and have clients sign the forms. Check that the clients’ signatures match the names on the records.
  • Using reminder, recall-system, and outpatient-visit and patient-admission protocols, advise clients of recommended services for their pets.
  • Explain special programs offered by the practice.
  • Advise clients of significant changes in procedures or services since their last visit.
  • Provide clients with accurate and thorough information about all over-the-counter products. Understand and explain internal- and external-parasite products as well as diets, dental products, and behavior management tools.
  • Refer product questions you are unable to fully or accurately answer to doctors or technicians.
  • Provide Treatment Plans for services to be performed on patients. (Level 1) Understand what should be included on common Treatment Plans and be able to catch mistakes such as missing items or incorrect items. (Level 2)
  • Provide clients with handouts and brochures regarding relevant medical conditions, surgeries, immunizations, internal and external parasites, pet insurance, and diets.
  • Know how to access educational information via our website and Vet Tools. (Level 2)
  • Explain delays to clients. Ensure the comfort of clients and patients during their waits. Reschedule appointments as needed.
  • Placate and/or compensate clients distressed by long waits, scheduling glitches, and other problems.
  • Escort clients and patients to clean, empty exam rooms free of persistent, offensive odors.
  • Assist clients with unruly or unrestrained pets. Ensure that all dogs are leashed and that cats and smaller pets are caged. Isolate aggressive pets (place the client and the pet in an exam room). Request assistance as needed.
  • Monitor patients’ behaviors and note potentially aggressive behaviors. Do not handle aggressive or potentially aggressive pets. Request assistance when needed. Make a special alert in the patient record per established guidelines.
  • Offer water to clients or patients in need (or withhold water from patients as appropriate).
  • Place blankets on the ground for dogs that are too heavy to place on the table.
  • Handle angry or grieving clients in a calm, reassuring manner. Escort complaining or angry clients from the reception area to a separate, closed room where their complaints may be heard privately. When necessary, enlist a doctor or the office manager to resolve the complaint. (Level 2)
  • Dispense prescribed medications and diets to clients. Discuss dosing and administration instructions to ensure that clients understand the use of prescribed products. Advise clients of common side effects of dispensed medications as instructed by doctors or technicians. (Level 2)
  • Know how to access Vets First Choice (our online pharmacy) and be able to assist clients in requesting online prescriptions or foods through Vets First Choice.
  • Accurately prepare prescriptions and prescription requests through our in hospital pharmacy and out of hospital pharmacies.
  • Discharge hospitalized patients and boarded pets. Review discharge instructions and medications with clients. Give a copy of the instructions to the client and put a copy in the medical record. Discuss any problems noted in the record. For hospitalized patients, schedule recheck (medical progress) appointments and follow-up callbacks. (Level 2)
  • Provide basic grief counseling and arrange for more in-depth counseling for clients in need. Always be sensitive to background chatter or conversations that could exacerbate the anxieties and grief clients experience during euthanasias or deaths of their pets. (Level 2)
  • Provide clients with information regarding options available for the remains of deceased pets and Clay Paws.
  • Be proactive in assisting clients to their cars.
  • Distribute puppy, kitten, and new patient kits.
  • Keep the approved soothing or classical music playing in the reception lobby during working hours.

Client-Interaction Telephone Tasks 

  • Use clients’ and patients’ names during conversations.
  • Schedule appointments for exams, rechecks, surgeries, medical procedures, boarding, and grooming.
  • Call clients with hospitalized pets to provide patient status updates. (Level 2)
  • Provide basic pricing information to callers. Respond in a manner that encourages potential clients to visit the practice. (Level 2)
  • Answer routine questions or refer callers to the appropriate colleagues.
  • Receive and record prescription-refill requests.
  • Schedule euthanasia appointments to maximize the comfort of clients and patients while allowing the practice to run efficiently.
  • Schedule house calls for euthanasias according to written guidelines.
  • Call clients scheduled for the next day to remind them of their appointments, appointment times, and special instructions, such as the need for fasting or withholding or administering medications. When indicated, be able to utilize Vet Tools for this function.
  • Call clients on the callback lists to check on patients’ well-being and answer questions. Use a combination of voice calls, texts and emails where appropriate (using Vet Tools).
  • Call clients who missed appointments and reschedule their appointments.

Doctor/Technician-Support Tasks 

  • Seek the assistance of doctors or technicians immediately when assessing potentially critical patients.
  • Verify and obtain approval from a veterinarian prior to dispensing or delivering medication to a client.
  • Ensure that doctors, technicians, and assistants enter occupied exam rooms within reasonable time periods. If a client has not been seen within 5 minutes of being placed in an exam room, follow up with the appropriate ERA.
  • Obtain current patient-status reports or updates from doctors, technicians, or assistants.
  • Prepare medications and prescriptions for dispensing as directed by the doctor. Ensure that each prescription label contains the following information: doctor’s name; practice’s name, address, and phone number including area code; date; patient’s and client’s name; medication name, strength and volume (or number); administration instructions including route of administration, such as by mouth or in the ear; and product’s expiration date. Utilize the checklist for every patient, every time.
  • Inform the practice manager or doctors immediately of all bite or scratch wounds you suffer so that reports can be made and you can be referred for timely medical care by a physician, if necessary. Clean all wounds quickly and thoroughly.

General Telephone Tasks

  • Know phone functions, including hold, intercom, transfer, forward, and three-way calling.
  • Answer the phone by the third ring and use the recommended greeting.
  • Smile while answering and talking on the phone to enhance the friendly quality of your voice.
  • Manage multiple phone lines effectively; prioritize phone calls.
  • Follow the written telephone scripts as they are developed.
  • Transfer calls to the answering service or set the answering machine to accept calls during staff meetings and hours during which the practice is closed. Stop transfer of calls to the answering service or turn off the answering machine when staff members are available to receive calls.
  • Fax prescriptions to outside pharmacies.
  • Transcribe messages from the voicemail and distribute messages appropriately.
  • Accurately record messages for doctors and staff. Note the caller’s name, date, time of call, return phone number, and message. Notify recipients of urgent messages immediately. Place routine messages in the appropriate communication boxes.

Medical-Record Management Tasks

Daily Medical-Record Preparation Tasks 

  • Pull charts for incoming clients.
  • Upon the client’s arrival, mark the patient’s medical record with the date and a brief synopsis of the reasons for the visit.
  • Check for and enter phone, address, and email updates in clients’ records.
  • Check for and enter medical updates (spay/neuter status, immunization status, microchip number) in patients’ medical records.
  • Attach a travel or circle sheet marked with the patient’s and client’s names to the medical record of each arriving client.
  • For patients that are being admitted, attach hospitalization or boarding sheets and completed client-consent or other forms to the medical record. Start the hospital timer when indicated.

Medical-Record Filing Tasks 

  • Understand the medical-record filing system.
  • Know all possible locations for storage of records of hospitalized patients.
  • Properly use bins or slots assigned to doctors, staff, pharmacy, lab, and callbacks.
  • Accurately file all paper medical records.
  • Check for misfiled records and file them properly.
  • Understand the definition of an “inactive” client or patient record. Store these records numerically or alphabetically as directed.
  • Know where inactive files are stored.

General Medical-Record Tasks 

  • Ensure that medical charts or records to be filed are complete and that they include current laboratory test results, doctors’ notes, and forms. Ensure that records have been updated to reflect financial transactions, medications and products dispensed, weights, immunizations, and diagnoses. (Level 2)
  • Understand and properly use special record notations, including male, female, aggressive, caution, no credit/charging, and inactive.
  • Transfer patient records upon written or verbal request of clients and approval of attending doctors or the practice owner.

Reception-Area and Front-Office Tasks

Front-Office Management Tasks  (Office Manager or Level 3 CSR)

  • Schedule CSRs in a manner that meets the practice’s and staff’s needs.
  • Assist in the hiring of new CSRs by advising candidates of openings, offering them applications, working with them to help evaluate their personalities and skill levels, and providing your opinion to the hiring manager.
  • Train new CSRs in the basic skills of the position and the practice’s philosophy.
  • Train CSRs in the areas where they need to expand their skills and knowledge.
  • Repair malfunctioning equipment or bring the malfunction to the manager’s attention.

Reception-Area Housekeeping Tasks 

  • Keep the reception area clean and organized by dusting, picking up trash, and organizing the work area.
  • Vacuum or sweep the reception area and waiting room as needed to keep these areas clean and free of hair.
  • Offer towels to pet owners to dry their pets during inclement weather.
  • Clean urinary and fecal accidents in the waiting room immediately; check with doctors or technicians to see if they need samples for diagnostics before discarding them.
  • Maintain a current and attractive selection of reading material in the reception area.
  • If the ERAs need help, check exam rooms between clients and straighten them as needed by sweeping, cleaning the exam table and instruments, and restocking rooms. Dispose of used needles and syringes as set forth by the practice’s policy and OSHA standards.
  • Check public restroom(s) and clean them as needed. Restock toilet paper, paper towels, and hand soap as needed.
  • Keep the entrance, and sidewalks clean, safe, and presentable.
  • Keep coffee and beverages stocked and available for clients. Keep this area spotlessly clean.
  • Turn on the radio or sound system at the beginning of the day, and turn it off at the end of the day.
  • Alert a supervisor if the temperature is not comfortable. Ensure windows are closed when the heater is on.
  • With the help of the ERAs, water, feed, and maintain plants so that they are vibrant and add to the professional appearance of the practice.

Supplies-Management Tasks 

  • Restock office supplies and products in the retail and pharmacy areas.
  • Establish and/or maintain a list of depleted office supplies, handouts, and medical-record supplies. Order replacement supplies or request that the office manager do so.
  • Keep forms, brochures, and handouts neatly stocked and readily available to share with clients.
  • Assist with drug, food, and supply inventory management by following inventory-management protocols and notifying manager(s) of low stock.
  • Receive deliveries; check contents of deliveries against invoices and immediately note package shortages or damaged shipments.

Other Reception-Area Tasks 

  • Maintain the bulletin board or showcase information in an orderly and attractive format.
  • Maintain contact with animal-control officers, animal inspectors, and town officials regarding lost or stray animals and animals subject to rabies quarantines.
  • Maintain a phone and address list of local resources for training, boarding, and grooming, as well as for animal-control officers, animal inspectors, city officials, township officials, state officials, veterinary medical association contacts, and other professional contacts.
  • Set up referral appointments and complete all necessary paperwork. Provide clients with the appropriate referral brochures and business cards.
  • Label and mail monthly service reminders in a timely fashion.
  • Be prepared to handle medical emergencies at all times. Recognize the symptoms of pets and clients in crisis. Alert doctors and technicians to emergency situations. Prepare rooms for incoming emergencies.
  • Follow scheduling guidelines to maximize efficiency when booking clients. Properly utilize emergency or open slots in the schedule.
  • Reorganize daily appointment schedules as needed to account for emergency situations and time overruns.
  • Follow isolation procedures when greeting clients with contagious or potentially contagious patients. Using the designated products and dilutions for disinfectants, properly disinfect your shoes, hands, and clothing before leaving isolation areas.
  • Assign and dispense rabies tags.
  • Send correspondence, including thank-you notes, condolence cards, and welcome cards.

Computer Tasks

General Computer Tasks 

  • Use your own password identification to enter the practice-management software and signify your work.
  • Properly use the doctor’s identification to attribute work performed by various doctors to their production records.
  • Print appointment, drop-off, and surgery schedules for each day.
  • Schedule examinations, drop-offs, surgery, and boarding reservations.
  • Use practice-management software procedures to check in clients.
  • Know the clip-art and desktop-publishing software sufficiently to develop or aid in the development of forms, notices, and newsletters. (Level 3)

Database-Management Tasks 

  • Add new clients and new patients into the computer system as appropriate.
  • Inactivate clients or patients using correct software procedures.
  • Insert notes and alerts regarding important communications with clients in computerized or hard-copy medical records.
  • Enter notes, diagnoses, and/or travel-sheet diagnostic codes from doctors regarding examination findings, treatments, diagnostics, procedures, and diagnoses.
  • Inquire about and record vital changes in client or patient information, including weight, immunization status, microchip number, and spay/neuter status. Update the medical record in the computer.
  • Input reminders and callbacks.

Word-Processing Tasks 

  • Know the word-processing program sufficiently to draft letters and modify and print forms or letters. (Level 3)
  • Print hard copies of forms for incoming clients whose pets will have anesthetic, surgical, dental, or medical procedures.
  • Generate records of rabies immunizations for clients and town, city, and county officials.
  • Produce immunization, health, and neuter certificates. Be able to show clients how to utilize Pet Tools to do this on their own for their pets.

Report-Generation Tasks 

  • Request and send monthly service reminders. (Level 3)
  • Create daily callback list(s) and transfer them to person(s) responsible for calls, or utilize Vet Tools for this process as indicated.
  • Generate end-of-day reports.

Internet-Based Tasks 

  • Know how to access and navigate the Internet to download email, find veterinary websites, order supplies, and access information for clients.
  • Be familiar with the practice’s website.
  • Prepare and send email reminders and notices.
  • Respond to basic questions sent via email.
  • Handle online appointment bookings.
  • Check Vets First Choice for prescription requests and Vet Tools for requests.

Financial Tasks

Cash-Management Tasks 

  • Ensure that the cash register has sufficient change for each day’s monetary transactions. Change money at the bank as necessary.
  • Count and record the cash in the drawer each morning and at shift changes.
  • Count and record the cash in the drawer at closing. Reduce the drawer to the starting amount of cash.

Daily Closing Financial Tasks 

  • Prepare daily bank pre-deposits.
  • Match each day’s monetary intake (cash, checks, and credit cards slips) with the computerized day summary sheet or handwritten invoices.

Payment-Processing Tasks 

  • Correctly apply discounts for employees, shelters, multiple pets, coupons, and complimentary exams. (Level 2)
  • Properly enter charges from travel or circle sheets or patient records into the computer.
  • Process clients’ cash, credit card, debit card, and check payments.
  • Accurately record all payments in client/patient records and in the bookkeeping system.
  • Give accurate change.
  • Ensure that checks have proper identifying information recorded on them (identity or driver’s license number), that checks are dated and signed, and that clients have provided and you have reviewed proper corroborating identification.
  • Check that clients’ signatures on credit receipts match those on credit cards or their photo identification.
  • Provide clients with printed receipts of their transactions, whether or not they have requested them.
  • Review itemized entries on receipts with clients at the time of payment.
  • Answer clients’ questions regarding charges, or refer questions to the appropriate colleague.

Tasks Related to Incomplete Payments 

  • Process and help clients complete CareCredit®
  • Complete or file pet health insurance claims on behalf of clients as requested by the client, practice manager or doctors.
  • Process clients’ credit applications.
  • Properly record and file deferred payments.
  • Issue updated invoices to clients, including appropriate finance charges, and show accurate balances due on their accounts.

General CSR Requirements – Knowledge, Skills, Abilities

Knowledge

  • Client services: Knowledge of principles and processes for providing client services.
  • Patient services: Knowledge of principles and processes for providing patient care.
  • Clerical: Knowledge of administrative and clerical procedures.
  • Language: Knowledge of the structure and content of the following languages: English
  • Body language: Knowledge of the importance of appropriate body language.
  • Mathematics: Knowledge of arithmetic and basic algebra and their applications.
  • Pharmacology: Knowledge of common drug usages, generic and brand names, side effects.

Skills

  • Body language: Ability to demonstrate appropriate body language.
  • Active listening: Giving full attention and demonstrating the message was understood.
  • Speaking: Talking to others to convey information effectively.
  • Writing: Communicating effectively in legible writing as appropriate for the audience.
  • Typing: Effectively utilizing a computer keyboard to transcribe data.
  • Reading comprehension: Understanding written communications pertinent to the profession.
  • Mathematics: Using mathematics to assist in reaching the desired result.
  • Service orientation: Actively looking for ways to help client or staff members.This is critical, must be keenly focused on client and patient service at all times, constantly seeking to improve our delivery of client and patient service.
  • Client satisfaction: Evaluating satisfaction level of client and recommending improvements.
  • Active learning: Understanding the implications of new information. Embracing change and growth.
  • Learning strategies: Selecting and using appropriate methods when teaching or training.
  • Learning initiative: Seeking out and using new methods when learning or teaching.
  • Instructing: Teaching others how to complete a task while evaluating their comprehension.
  • Social perceptiveness: Understanding other’s reactions, and modifying approach accordingly.
  • Critical thinking: Reasoning to identify the strengths and weaknesses of various solutions.
  • Time management: Utilizing time effectively and efficiently to accomplish tasks.
  • Monitoring: Assessing performance or processes to make improvements or take action.

Abilities

  • Oral Comprehension: ability to listen and understand information presented verbally.
  • Oral Expression: ability to communicate information and ideas in spoken words.
  • Written Comprehension: ability to read and understand information in writing.
  • Speech Recognition: ability to identify and understand the speech of another person.
  • Speech Clarity: ability to speak the following languages clearly to be understood: English
  • Information/Task Ordering: ability to arrange things or actions in a certain order.
  • Multi-Tasking: ability to handle many ongoing tasks occurring simultaneously.
  • Deductive Reasoning: ability to apply general rules to specific problems.
  • Inductive Reasoning: ability to combine pieces of information to form general conclusions.
  • Problem Sensitivity: ability to recognize when something is wrong or likely to go wrong.

Work Abilities

  • Getting Information: observing, receiving, and obtaining information from relevant sources.
  • Providing advice: communicating the appropriate information to clients and coworkers.
  • Consulting and counseling: determining and supporting the needs of the client or coworker.
  • Processing Information: compiling, categorizing, calculating or verifying information.
  • Evaluating Information: determining if data is compliant with standards or regulations.
  • Recording Information: documenting or entering data in various forms.
  • Maintaining Confidentiality: identifying and handling confidential information correctly.  Be aware of confidentiality laws and follow accordingly.
  • Interacting with Computers: using computer hardware and software appropriately.
  • Communicating with Coworkers: providing necessary information and listening in turn. Always maintaining a positive attitude, avoiding gossiping or negative comments in the workplace.  Any concerns are brought to your immediate supervisor or the person who is able to resolve the issue.  Recognizing that negative comments about the hospital, clients, or other work related matters in the form of venting or gossiping with coworkers is not productive, is unprofessional and toxic to our work culture; therefore, such behavior is to be avoided.  It is recognized that there will be times when conflict may arise in the workplace and it is expected that such instances will be managed in a healthy, productive way that will enable team members to grow and become a stronger team.  This means that individuals involved with an issue are expected to address one another first in a mature, respectful, open manner to resolve the issue. If this is not effective, then the issue is brought to their immediate supervisor for mediation with all of the involved parties.  By accepting this position, you agree to partake directly in any conflict resolution meetings as indicated.
  • Communicating with Outside Persons: representing the organization to clients and public in a positive, caring, professional manner.
  • Working Directly with Public: participating in community events.
  • Assisting Others: providing personal assistance to others—clients and coworkers.
  • Establishing Interpersonal Relationships: being responsive to forming new bonds.
  • Maintaining Interpersonal Relationships: cooperating with others in a respectful way.
  • Identifying Objects, Actions, and Events: correctly processing appropriate information.
  • Making Decisions and Solving Problems: analyzing information and evaluating results.
  • Updating and Using Relevant Knowledge: pursuing new information and applying it.
  • Organizing, Planning, and Prioritizing Work: developing a system to reach desired result.
  • Performing General Physical Activities: ability to complete tasks identified previously.
  • Attention to Detail: identify importance of all information and thoroughly completing task.
  • Friendly: being able to easily smile and use good manners when interacting with others.
  • Cooperation: displaying a respectful demeanor and working together to accomplish a goal.
  • Dependability: being reliable, responsible, and fulfilling obligations.
  • Stress Tolerance: dealing calmly and effectively with high stress situations.
  • Self-Control: maintaining composure, keeping emotions in check, and acting appropriately.
  • Initiative: motivated, willing to take on challenges and contribute new ideas.
  • Judgment: ability to make decisions on sound reasoning, and ask questions when in doubt.
  • Adaptability/Flexibility: being open to change (positive or negative).
  • Independence: guiding oneself without the need for constant supervision or instruction.
  • Persistence: able to maintain required standards even in the face of obstacles.
  • Accountability: ability to take responsibility for what you say and do.
  • Enthusiasm: displaying a passion for the profession, position, and organization.
  • Professionalism: displaying courteous, conscientious and general businesslike manner.
  • Professional Appearance: maintenance of an appearance that represents a professional setting.
  • Observance: noticing the surroundings and constantly monitoring situations.
  • Proactivity: anticipating a results, positive or negative, and acting on this knowledge.
  • Empathy: ability to see things from the perspective of another.

This job description does not state or imply that these are the only duties to be performed by an employee in this position. Employees are required to follow additional job-related instructions and to perform additional job-related duties as assigned by members of the management staff of Arcata Animal Hospital.

Our Core Values

We recognize and take action to alleviate stress, pain and suffering in our patients through healing medical services. We extend our compassion toward our clients and to each other. We seek to maintain a positive working environment that fosters encouragement and support.

We are committed to Excellence in all levels of patient and client care. This includes adhering to best medical practices, exceeding Standards of Care, maintaining a pristine level of cleanliness in the hospital and ensuring accuracy at all levels. To ensure we are able to maintain this level of Excellence, we embrace feedback, positive change, and accountability.

We will always conduct ourselves and engage in business practices with the utmost integrity and honesty. We advocate for the patient and client, showing respect and working within their means. We always offer the best in care, doing our best working within the financial constraints of our clients, avoiding judgmental comments or actions. We recognize the need to operate with integrity with respect to the financial health of the hospital, not engaging in practices that will reduce the financial solvency of the hospital and prevent us from offering superior medical care.

We are as efficient as possible in all areas of patient care, client care and hospital care. Bottlenecks in delivery of our services are identified and eliminated as quickly as possible. We avoid waste of resources. We are efficient in management of hospital inventory. We constantly look for better, more efficient ways to conduct business and deliver a stellar client experience, never hesitating to adapt and change to improve.

We exist to serve our clients, patients, and our team. We are here for them. The Arcata Animal Hospital Experience should be unique, unexpected and exceed client expectations.

Apply Today

Ready to thrive in a veterinary practice that truly values collaboration, innovation, and work-life balance?