Veterinary Assistants – Arcata Animal Hospital
Required for this position
The ability to follow directions with and without supervision; the ability to lift objects or pets of at least 30lbs; the ability to control large, anxious, or angry pets; the ability to recognize certain behaviors in animals; the ability to learn and understand medical terminology and procedures; the ability to admit or ask questions when a task is unclear; the ability to show leadership towards other assistants and kennel staff; the ability to adapt to the different needs and styles of technicians and doctors; the ability to work with computers and other office equipment; the ability to spell, alphabetize, and perform basic mathematics; and the ability to provide exceptional customer service. The ability to work beyond scheduled shift times in the event of an unforeseen patient emergency. Willingness to maintain flexibility and pitch in to cover duties when a team member is absent from their shift.
Persons to report to: RVT, Technical Supervisor, Office Manager, and Doctors.
Task Descriptions
As a veterinary assistant, your job entails several important aspects of our hospital; animal care and treatment, client service, and hospital cleanliness.
Patient Care and Treatment Responsibilities– restraint for blood draws; blood draws with advanced training (Level 3); vaccine preparation; TPRs; assisting in x-ray set up and processing; subcutaneous and intramuscular injections; obtain, set up fecals, urinalysis and ear cytologies (Level 3); culture, cytology and histopathology preparation; reading and recording results of in-house bacterial cultures and fungal cultures (Level 3); running in-house lab tests (including heartworm tests, PCV and TPs, parvo tests); in-house lab machine tests; outside lab preparation; culture preparation; toe nail trims; ear cleanings; anal gland expressions; running ECG strips; minor bathing; minor mathematics (including changing pounds (lbs) to kilograms (kg)); sterilization of surgical equipment; maintenance of autoclave; changing O2 tanks; troubleshooting IV pumps; flush, remove and disconnect IV catheters; surgical patient monitoring during minor procedures (dentals, laceration repairs, spays, neuters); assistance of technician during major surgical procedures, charting teeth during dental prophylaxis; extubating patients after surgery; maintaining surgery and x-ray logs; minor knowledge of drugs and their usages; maintaining safety protocols when handling patients; always maintaining a high standard of patient care; and assisting the technicians and doctors in any way asked to do so. Nursing care and monitoring of all hospitalized patients, keeping the Charge Nurse and doctors informed regarding patient status.
Client Service Responsibilities – assisting receptionist in answering phones; taking and passing messages on to appropriate staff member; minor client education (puppy/kitten, nail trim, heartworm talks); preparing Treatment Plans when needed; prepping client and exam rooms for doctor or technician; obtaining appropriate patient history; assisting doctors with appointments in such a manner as to maximize doctor efficiency and the client experience; making correct entries into medical record; teching charts correctly; appropriate record keeping; knowledge of computer system; filling prescriptions; preparing rabies, health and other certificates for clients; assisting clients with multiple pets or large purchases; providing information for over-the-counter and nutritional products; maintaining compassion, sympathy and professionalism during high-stress situations.Fullfillingall of the requirements of an Exam Room Assistant and Charge Nurse Assistant when engaged in those positions in the hospital.
Hospital Cleanliness Responsibilities – vacuuming; mopping; changing garbage; dusting; stocking exam rooms; cleaning exam rooms after appointments; following daily, weekly and monthly task lists; cleaning surgical instruments; cleaning surgery table and trays; cleaning and maintaining all sinks; maintaining lab equipment; laundry; kennel cleaning; proper dilutions for cleaning solutions; maintaining cleaning supplies; cleaning windows and doors; replenishing supplies (including paper towels, garbage bags, air fresheners); cleaning kitchen/break area; knowledge of patient isolation protocols; and overall maintenance (both inside and outside the hospital) of the sights, smells and sounds of the hospital. Maintaining the outside of the hospital with daily monitoring to remove any trash trash, debris, or fecal material that may be present. Cleaning the outside of the building to remove dirt, mold or debris. Removing weeds that grow along the asphalt/curb interfaces, the gravel lot and in the decorative areas around the hospital.
**This is by no means a complete list. Some tasks may be assigned to a specific staff member to complete. Some tasks may be added or removed from this list as deemed necessary for the safety and well being of our patients.
Emergency Situations: During an emergency situation, the veterinary assistant’s job is to help the reception staff in controlling phone calls and appointments (including rescheduling appointments if necessary), as well as to be the “Fetch” person (including grabbing needed supplies as directed as quickly as possible). This requires a strong knowledge of where important supplies are located throughout the hospital, as well as the ability to respond calmly and quickly, especially with clients.
Relative Time Spent in Various Activities
- Email or Other Electronic Communications: 5%
Physical activities (value does NOT need to total 100%)
- Sitting, in chair or on floor: 10%
- Standing, while performing duties: >80%
- Walking, short or long distances :40%
- Lifting, up to 40 pounds (18 kg) without assistance: 20%
- Reaching, vertical or horizontal: 30%
- Kneeling, squatting, bending over: 50%
- Climbing stairs/or ladders: 1%
Exposure to the following elements in a typical work day
Noise: (value does NOT need to total 100%)
- Low noise: 30%
- Moderate noise :65%
- High noise: 5%
Unpleasant or potentially hazardous materials: (value does NOT need to total 100%)
- Blood, vomit, feces, urine: >1%
- Anesthetic gases: <1%
- Cleaning materials: >1%
- Medical sharps: >1%
- Zoonotic disease: <3%
Tools and technology used during the normal course of work:
- Phone
- Computer with keyboard
- Fax/scanner/copier
- Impromed Infinity software, expected to become proficient in the use of this PMS.
- Microsoft Word
- Fluid Pumps
- Laboratory Equipment/Analyzers
- Camera
- X-ray Machines, Associated Software
- Ear Thermometer, Rectal Thermometer
- Blood Pressure
- Anesthetic Monitors
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 basic 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, application of that knowledge.
- 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.
- Scheduling: understanding and accepting that scheduled hours and days of scheduled work will vary based on the hospital needs for coverage. Although every effort will be made to accommodate personal preferences whenever possible, the needs of our hospital and patients take priority when it comes to scheduling. Swing shifts and overnight shifts have their own particular guidelines which are covered in a separate document and expected to be followed.
Work Styles
**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.
- 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 and as defined by Standard Operating Systems and Protocols.
**This is by no means a complete list. Some tasks may be assigned to a specific staff member to complete. Some tasks may be added or removed from this list as deemed necessary for the safety and well being of our patients.
Opportunities for Growth: There are several areas of potential growth as a veterinary assistant in our hospital. By demonstrating the desire to perform and/or learn additional tasks, this position can be upgraded to Technician should the position become available. These are just a few tasks that we feel would demonstrate the desire of a veterinary assistant to learning and growing more in our hospital: setting and maintaining IV catheters; ability to troubleshoot anesthetic changes in surgical patients; ability to provide compassion and sympathy during euthanasias; ability to provide and explain procedure estimates; ability to handle telephone calls completely and quickly; ability to perform progressively difficult mathematics; ability to handle extremely fractious patients; ability to handle exotics; ability to prepare and read blood films; ability to set up and take radiographs. Demonstrating strong a strong team work ethic, embracing change and improvement and seeking to do whatever is needed to improve the hospital and patient care.
Tier 1
Veterinary Assistant should be proficient at all of the above mentioned skills and tasks.
Tier 2 Veterinary Assistant skills and tasks:
- Ability to take complete and thorough medical history at check in. Answer all history questions with accurate information. Include specifics such as when a symptom was first noticed, has it changed, is the pet on medication (how much, what dose, how often, when was last dose). Determine vaccine due dates, last heartworm or felv/fiv test date.
- Discuss basic preventative care with owners (heartworm/flea/tick preventative medications, how often they are used, what they prevent), heartworm and felv/fiv testing. Core vaccines versus lifestyle vaccines, and if there have been lifestyle changes (dog now going to boarding or grooming, cat is inside vs. outside).
- Create basic treatment plans and discuss them in owner, answering any questions they have about specific items, why we offer and recommend blood work even in pets under two years old. Discuss pre surgery preparation for patient. (tx plans for ovh/neuter/routine cohat/mass removal).
- Anticipate doctor and RVT needs in the exam rooms or in treatment. Be able to set up for certain outpatient procedures (clip/clean wound, stain eye with fluorescein).
- Anticipate surgery patient needs. Have a cage clean and ready for recovery. Have towels/blankets in the warmer or dryer, or cage warmer ready. Have monitoring equipment ready (stethoscope, thermometer). Continue monitoring regularly (every 10 minutes until sternal and at least 99 degree temp), and reset timer to alert treatment staff to monitoring needs. Place e collar on patient as soon as needed, or before going to a run.
- Offer water and walk surgery patients after surgery when they are ready. Alert RVT in treatment (Charge Nurse or surgery RVT that day) of any concerns or questions regarding patient.
- Keep surgery packs, gowns, towels, and other used surgery items clean, wrapped, and autoclaved throughout the day, so they are ready for use as soon as possible.
Tier 3 Veterinary Assistant:
- Ability to create more complex treatment plans, such as older pet ovh/neuter, cryptorchid neuter, dew claw removal on adult dog, mass removals, wound treatment. Discuss these with the owner, address questions from the owner. Take deposit, start hospitalization timer, and print hospitalized patient sheet. Set patient up in treatment, alert appropriate staff (generally Charge Nurse) about patient, plan for treatment, and any other important information.
- Familiarity with many surgery items. Knowledge of instruments in dog and cat packs. Knowledge of other instruments, what goes in a paper pack, eye pack, bone pack, and less commonly used instruments.
- Complete and thorough hospitalized patient monitoring. Making sure that the patient vitals, medications, etc are done on time, initialed on the hospitalized patient sheet, entered charges in Impromed, and document as needed in medical record. Update Charge Nurse if concerns or questions, or DVM if there are urgent life threatening changes noted. Keep patients clean and dry at all times; clean any vomit/feces/urine in the cage immediately.
- Thoroughly go over medications to go home with client for patient. Discuss frequency of medication, any potential side effects, when the next dose is due or when to start medication, and answer questions for the client. Review any notes from the doctor (iNote or discharge form).
- Work as a team with the doctor and RVT in exam rooms, preparing needed items for the appointment (having vaccines available, thermometer ready, otoscope, other instruments needed based on patient symptoms or client requests). Confirm that patient weight has been obtained that day and entered in Impromed. Update the medical record as requested by the doctor during her exam, and enter charges as things are completed or determined will be done that visit. Print informational forms as requested by the doctor. Remind the doctor if owner requested something, or something was discussed during the exam that needs to be sent home, or sent to another pharmacy, etc.
- Communicate with reception to efficiently check patients out. Indicate on the record (when you put it in check out area in reception) where the patient is, any belongings or other items to go home, etc.
- Trouble shoot IV fluids with hospitalized and surgical patients.
- Obtain blood pressure on patients, taking at least 3 accurate readings, and averaging them. Note which leg was used and size of cuff.
- Experience and skills in handling fractious cats, nervous and aggressive dogs, and exotic animals.
- Set up xray so that it is ready to take xrays. Have sand bags, restraints, radiation badges. L/R marker, and any other necessary items ready and on the table to be easily used when needed.
- Demonstrate a strong team work ethic, being helpful, supportive of other team members, maintaining a positive attitude, always striving to fulfill our goal to help our patients and clients, and looking for ways to improve systems and protocols to provide an excellent level of care each time.
Our Core Values
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