Description

Position Summary:

The Veterinary Services Representative provides high-quality, compassionate, and empathetic services in-person, via email and telephone for the public clients, their patients and the shelter patients of Joybound People and Pets. This position is responsible for facilitating administrative and customer service needs for staff, shelter patients, and public clients. Creates andmaintainsaccuraterecords reflecting exams, treatments, and interventions, as well as invoicing and taking payment for, services received viaJoyboundPeople and Pets programming.  

KEY RESPONSIBILITIES

• Interact and communicate with colleagues, volunteers, and the public in a manner that advances a culture of positivity, professionalism, trust, transparency, empathy, and excellence at Joybound.
• Schedule appointments for public clients and rescue partners seeking services through one of Joybound Clinic’s programs, including handling rescheduling and cancellations.
• Admit and release patients in a responsive, courteous, and tactful manner, including both triage of medical status at arrival and medical discharges informing clients of any pertinent medical information on the animal's continued care at time of release.  
• Create estimates and invoices and accurately take payments in multiple forms, reconcile clinic payments and/or receipts, and compassionately communicate balances with clients.  
• Accurately enters medical data including treatments and medications for shelter guests, rescue partners, and client owned patients, sends medical records at client request, and performs accuracy checks on medical records for shelter guests. Can interpret medical records from other clinics to determine pertinent medical history and vaccine status.
• Understanding of preventative care protocols, including schedules for vaccines and appropriate boosters, deworming, flea/tick preventative, and heartworm testing and treatment.  
• Fill prescriptions for Joybound shelter guests, and public patients. Must be able to understand and comply with protocols for handling medications, including dispensing of controlled substances.
• Responds to email, voicemail and answers telephone, answering commonly asked questions or directing clients to appropriate programs.  
• Can use multiple electronic medical record keeping software systems.  
• Assist in maintaining healthy, safe, sanitary, pleasant and clean facilities for the animals under the care of the Veterinary Clinic at all times.  
• Assist Joybound personnel whenever necessary to assure smooth, courteous handling of the shelter guests, and the public and their pets.  
• Must be able to perform duties independently with minimal supervision. Perform duties in a manner that encourages attainment of goals, contributions and business for Joybound’s programs in a collaborative team environment.   
• Serve as a calm, empathetic point of contact for clients experiencing various levels of stress, including skillfully triaging challenging situations while maintaining professionalism, clear communication, and genuine kindness. 
• Follow established procedures governing safe work practices including, but not limited to, wearing protective clothing and/or equipment when necessary. Must attend all designated safety training sessions and read all safety literature handouts. 
• Always treat people and animals with respect, contribute to effective teamwork, promote staff cooperation, and foster public relations beneficial to Joybound. Support  
• Maintain the confidentiality of all information. 
• Comply with all Federal, State and local safety regulations and laws, as well as Joybound’s policies and guidelines. Follow established procedures governing safe work practices; and perform duties in a manner that assures the safety of oneself and others. 
• Promote teamwork, communication, and cooperation with all other departments. 
• Perform other duties as assigned. 

Requirements

REQUIRED QUALIFICATIONS

Knowledge, Skills, and Abilities:    

• Affection for animals, concern for their welfare, and a willingness to accommodate animals in the workplace.
• Pre-employment background screening required.
• Must have a valid California Driver’s License and must not have more than two at-fault incidents in a three-year period and no major at-fault violations in the last ten years and must be insured.

Education and Experience:

• High School Diploma    
• Minimum 2 years of experience as a receptionist in a veterinary clinic environment 
• Must be eligible and able to obtain the Veterinary Assistant Controlled Substance Permit (VACSP) from the California Veterinary Medical Board. 
• Comfort with daily use of multiple different software platforms, proficiency using Microsoft software programs (Word, Excel), shelter population software and veterinary software.  
• Must be detail oriented and able to learn and understand commonly used medical abbreviations. 
• Knowledge of various breeds and their characteristics, and familiarity with symptoms of diseases common to dogs and cats.  
• Ability to communicate with the public, volunteers and co-workers in a pleasant, courteous and tactful manner at all times. 
• Demonstrate maturity, good judgment and professional manner and personal appearance. 
• Comfortable and skilled in working with diverse staff, volunteers and members of the community. 
• A pre-employment background screening is required. 
   

PHYSICAL REQUIREMENTS

Specific physical abilities required by this job include:

• Work environment includes constant exposure to animals and animal allergens. 
• Push/pull moderately heavy objects up to 25 pounds.  
• Lift and move objects and animals weighing up to 40 pounds for short distances. 
• Kneel, bend, stoop, squat, reach above and below shoulder level, grasp and turn objects, stand and/or walk frequently and repetitively throughout each shift. 
• Flex the neck upward and downward; twist the neck and the waist. 
• Dexterity to handle animals and small objects.  
• Assess medical and behavior changes in animals using a variety of techniques including, but not limited to, visually and audibly. 
• Sit for long and short periods of time using a computer. 
• Helping with the physical intake and discharging of patients including large dogs.  
• Tetanus and rabies inoculations are required or must be waived. 
• Work environment includes constant exposure to animals and animal allergens.
• Drive an automobile.
   

Hours:

Nonexempt:

Full-time, non-exempt, onsite position requiring a minimum of 40 hours per week and may include weekend, holiday and/or on-call work. Daily reporting hours and days of the week may vary according to the needs of the department. Weekend work will be required.