Job Description

About Highlands Veterinary Center
Highlands Veterinary Center was established in July 1972 by Dr. E.V. Stromlund as Highlands Pet Clinic in the Norfolk Highlands section of Chesapeake. In May of 1980, Dr. Wayne T. Springer purchased Highlands Pet Clinic from Dr. Stromlund, who was retiring. The clinic grew over the next 20 years. ​​​​​​​Our professional and courteous staff at  Highlands Veterinary Center seeks to provide the best possible medical care, surgical care, and dental care for their highly-valued patients. We are committed to promoting responsible pet ownership, preventative health care, and health-related educational opportunities for our clients.

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INTRODUCTION

Reporting to the Practice Manager and Managing DVM, the Veterinary Assistant assists the veterinarians and technicians with patient care and treatment, monitors hospitalized and post-operative pets, maintains inventory including but not limited to exam rooms, surgery suites, treatment area and pharmacy area, prepares prescriptions, performs routine in-house laboratory work, educates clients regarding veterinary care and procedures, performs handling and restraint and assists with surgical procedures and sterilizing surgical equipment.

 

VETERINARY ASSISTANT COMPETENCIES

· Patience & Compassion: Remaining professional while still making Doctors, teammates, clients, and patients feel as comfortable as possible regardless of the situation or challenges presented. Responding quickly and calmly to crisis while maintaining a high standard of patient care.

· Collaboration & Teamwork: Carefully coordinating actions with Doctors and practice team members. Providing feedback appropriately and in a timely manner. Quickly incorporating feedback to ensure positive results. Sharing ideas and being open to other’s ideas. Maintaining a positive work relationship with coworkers and adjusting to constructive criticism.

· Communicating: Conveying instructions to clients and teammates to ensure successful patient care.

· Active Listening: Following the instructions of Doctors and sometimes patient owners. Picking up the needs of Doctors and teammates based on prior experiences and feedback.

· Organization Skills: Clear tracking of lab specimens, medications, patient instructions, workflow, and other job-related items while managing multiple patients and clients.

· Client Satisfaction: Ensuring all activities and interactions result in the highest level of client satisfaction.

 

PRIMARY JOB RESPONSIBILITIES

· Communicate with clients regarding the medical status of their pet. Provide accurate information to clients concerning fees, hospital policies, and procedures, etc.

· Instruct clients as to what they should do prior to bringing their pets in for procedures, how to care for their pets after discharge from the hospital, how to administer medications, etc.

· Educate clients regarding preventive medicine and vaccination requirements. Recommend laboratory procedures, such as pre-anesthetic profiles, geriatric screening, fecals, urinalysis, heartworm checks, FeLV testing, etc. Give clients handouts and educational materials to take home to further their understanding of veterinary issues.

· Demonstrate warmth, courtesy, and professionalism in all interactions with clients. Exercise compassion and care in all interactions with patients.

· Restrain animals in a safe, efficient, and compassionate manner during examinations and procedures. Know how to properly handle difficult or contentious animals.

· Follow established procedures in order to assist the veterinarian with examinations and facilitate the flow of clients and patients through the out-patient clinic. Consult with the veterinarian on a daily basis to plan each day’s activities. Keep doctors apprised of potential problems, discussions with clients, etc.

· Review medical records and notes made by the admitting receptionist in order to discern the nature of the visit and any tests or procedures that may be needed as well as for accuracy.

· Greet clients and escort them and their pets into an exam room. Place the patient on the exam table and prepare for the doctor to enter the room. Obtain basic information (weight, temperature, etc.) on the pet.

· Discuss with the client the reason for the visit (chief complaint), any symptoms or problems being experienced, and any procedures that may need to be done (i.e. vaccinations, fecal, or heartworm tests, etc). Obtain any laboratory samples that may be needed from the pet or make sure that laboratory work is performed by another team member while the patient is still in the exam room. Utilize a fecal loop when necessary. Anticipate and prepare any medications or vaccines the doctor will need to treat the patient.

· Notify the veterinarian of the information when patients in the exam room are ready to be seen. Advise the veterinarian of the information already known such as the nature of the visit, preventive procedures due, test that are to be run, etc. Assist the veterinarian within the exam room by restraining the animal, preparing forms, obtaining instruments, etc. Remain in the exam room until excused by the doctor.

· Ensure all procedures rendered during the visit are documented for proper billing. Ensure that all vaccinations, procedures, notes, etc. have been documented in the medical record.

· Escort the client and patient to the front desk and give the medical record to the receptionist for client receipting.

· Prepare the exam room for the next visit by cleaning exam tables, counters, floors, and walls of any debris or pet fur as well as restocking essential exam room supplies.

· Prepare specimens for outside laboratory and place them in the refrigerator in the kennel area. Place the samples in the lab locker and hang it over the front door if not picked up before closing.

· Restrain the patient while the doctor/veterinary technician takes, develops, and maintains radiographs following proper safety procedures.

· Perform routine nail trims and weight checks. Assist with application of bandages and splints under the direction of the attending veterinarian/veterinary technician.

· Promote the practice’s products, programs, and services. Utilize passive marketing. Make suggestions to clients about products appropriate for their pet’s condition.

· Accurately dispense prescription medications as directed by veterinarian. Prepare prescription labels and appropriately package medications. Ensure that medications are added to the patient’s record and appropriately charged to the client.

· Follow DEA and OSHA guidelines. Follow appropriate safety and handling of hazardous materials. Follow established hospital safety guidelines regarding radiographs, controlled drugs, animal handling, etc.

· Clean and straighten exam rooms, treatment and lab areas. Restock exam rooms with supplies as needed. Assist other team members to keep the public areas of the practice clean and well maintained. Clean and maintain all medical equipment as required.

· Demonstrate initiative and teamwork in everyday duties, assisting other team members within the practice.

· Organize work area and exercise time management skills to maximize personal efficiency within the practice. Prioritize tasks and handle multiple tasks in a calm, organized manner.

· Work well with all team members and ensure that your actions support the hospital, the doctor, and the practice philosophy.

· Perform other duties as assigned.

 

CONTROLS OVER WORK

The veterinarian provides continuing or individual assignments indicating generally what is to be done, limitations, quality and quantity expected, deadlines and priority of assignments. The veterinarian provides additional, specific instructions for new, difficult, or unusual assignments in animal health care, including suggested work methods or advice on source materials available.

The Exam Room Assistant uses initiative in carrying out recurring assignments independently without specific instructions, but refers deviations, problems, and unfamiliar situations not covered by instructions to the veterinarian for decision or help. The veterinarian assures that finished work and methods used are technically accurate and in compliance with instructions or established procedures. Review of the work increases with more difficult assignments, if the exam room assistant has not previously performed similar assignments. Administrative supervision will be provided by the Practice Manager.

 

SKILLS AND KNOWLEDGE

· Knowledge of the procedures used for receiving, treating, and scheduling patients, for ordering medical supplies, and requesting laboratory tests.

· Knowledge of proper methods of animal restraint.

· Apply knowledge and skills in controlling/handling individual animal temperament.

· Knowledge of the use, care, and storage of veterinary instruments, materials, and equipment.

· Knowledge of sterilization techniques to sterilize various instruments and materials.

· Knowledge of the instruments, materials, and standardized procedures used in the full variety of treatments to make preparations and provide “tableside” assistance.

· Knowledge of principles and processes for providing client and personal services. This includes client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.

· Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

· Ability to work independently on assigned tasks as well as to accept direction on given assignments. Understand and carry out oral and written direction.

 

PHYSICAL EFFORT

· The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job.

· Frequently required to bend, stand, stoop, walk, sit, talk, and listen, frequently working in a bent position.

· Frequently use hands to manipulate, handle, or feel; will reach with hands and arms.

· Use strength or agility in capturing and restraining stronger, more active animals.

· Frequently lift and/or move up to 50 pounds.

· Occasionally handle dogs weighing up to and over 100 lbs. Assistance will be provided by other staff members when working with larger animals. The lift table is to be utilized whenever possible.

 

WORK ENVIRONMENT

While performing the duties of this job, the employee is exposed to hazards associated with aggressive patients; hazards associated with infected animals and controlled substances; exposure to unpleasant odors and noises; exposure to bites, scratches and animal wastes; possible exposure to contagious diseases. Follow federal and state animal health laws and regulations including OSHA and DEA.

 

ESSENTIAL FUNCTIONS:

· Receive, handle, and treat patients with skill, compassion and care.

· Accurately perform laboratory tests.

· Ability to observe animal appearance and activity for general physical condition, obvious signs of illness, disease and discontent.

· Regular attendance and timeliness are an essential function in order to fulfill the requirements of this position.

· Strong communication and client service skill. Considerable tact and diplomacy is required. Ability to work with clients and patients in a professional, friendly, hospitable manner.

· Work well with all team members and ensure that your actions support the hospital, the doctors, and the medicine that we practice.

· Perform general physical activities that require bending, standing, stooping, moving from room to room, sit, talk, and listen; may be required to walk or stand for long periods of time; will use hands to manipulate, handle, or feel; will reach with hands and arms.

· Frequently lift, carry dogs weighing 50 lbs. Walk and handle dogs weighing up to and over 100 lbs.

Requirements / Qualifications

• Previous veterinary experience preferred ​​​​​​​
• Practice OSHA safety techniques including proper PPE
• Basic math and the ability to calculate medication dosages
• Basic computer skills, familiarity with MS office applications, etc.
• Strong communication skills to ensure patient safety

Benefits Offered

• Paid time off
• Health, dental, and vision insurance
• Retirement benefits (401k, Roth k and matching)
• Bonus incentive
• Career and professional development
• Employee Assistance Program
• Employee Referral Program

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