Career Opportunities

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Customer Service Representative
Classification:  This is a non-exempt position under the Fair Labor Standards Act (FLSA)

Reporting Structure:  The Customer Service Representative is under the direct guidance and supervision of the Head Customer Service Representative, who will indicate general assignments, limitations, and priorities. Recurring assignments are performed independently. Deviations or unfamiliar situations are referred to the supervisor. Work is reviewed in terms of the adequacy of services provided and accuracy.

Revision Date:  3/22/2020

Objectives: The Customer Service Representative performs record keeping duties, performs clerical duties related to patient care and treatment, and provides, miscellaneous support to the veterinary practice manager and health care team. These service functions include, but are not limited to, reception (visitor and telephone), maintenance of veterinary medical records, account maintenance, payment processing, data entry, word processing, and mail service. Regular attendance and timeliness are an essential function in order to fulfill the requirements of this position.

Position type and expected hours of work: 

  • Full Time
  • 8-hour Shifts Monday – Friday
  • Weekend shifts required
  • Overtime may be required

Education and Experience: 

  • High school diploma or equivalent
  • Veterinary experience preferred

BENEFITS

  • Health insurance
  • Supplemental insurance
  • Pet allowance
  • Discounts on services
  • PTO
  • IRA

ESSENTIAL FUNCTIONS:

Clerical

  • Schedule appointments, obtaining all necessary data concerning the patient and owner. Prepare all required forms in advance when possible.
  • Prepare to receive appointments by retrieving client records, preparing needed forms in advance of clients’ arrival. Complete required forms such as new client form, patient visit form, client report, consent forms, estimates, payment agreements, etc. and obtain all necessary information.
  • Assure that all financial obligations are met by owners. Collect client fees, make change, process credit card transactions and assist in making count of cash drawer, run end of day transactions.
  • Assist in the updating of client files; prepare and mail thank you cards and “welcome aboard” cards, reminders. Follow-up with clients when clinic records indicate no recent visits.
  • Perform a variety of clerical duties, receiving, sorting, distributing mail, sending out mailings, cleaning, organizing reception area, type memos, correspondence, reports and other documents. Assist in the ordering, receiving, stocking and distribution of supplies.
  • Collect client fees, post and record payments, make changes, process credit card transactions, and run end-of-day transactions.
  • Ensure the cleanliness and organization of the reception area.
  • Open and close practice

Technical

  • Schedule appointments, obtaining all necessary data concerning the patient and owner. Prepare all required forms in advance when possible.
  • Prepare to receive appointments by retrieving client records, preparing needed forms in advance of clients’ arrival. Complete required forms such as new client form, consent forms, estimates, etc. and obtain all necessary information.
  • Assure that all financial obligations are met by owners. Collect client fees, make change, process credit card transactions and assist in making count of cash drawer, run end of day transactions.
  • Assist in the updating of client files. Follow-up with clients when clinic records indicate no recent visits.
  • Perform a variety of clerical duties, receiving, sorting, distributing mail, sending out mailings, cleaning, organizing reception area, type memos, correspondence, reports and other documents.
  • Ensure the cleanliness and organization of the reception area.
  • Open and close practice

Customer and Personal Service

  • 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.
  • Provide friendly, quality client care to the patients and clients of Companion’s Choice Animal Hospital.
  • Professionally administer all phone calls – answering client inquiries in a prompt and friendly manner, scheduling appointments, recording messages.
  • Requires strong communication and client service skills. Considerable tact and diplomacy are required. Ability to greet clients in a professional, friendly, hospitable manner – check clients in, discharge patients.
  • Receive incoming calls, screen those that are handled by other health care team members and take care of routine calls. The routine calls include those seeking information about veterinary services (“telephone shoppers”).
  • Check clients in – Greet clients in a professional, friendly, hospitable manner.

Veterinary Polices/Procedures

  • Follow established hospital policies and procedures in referring clients for immediate treatment of their pets when requests are accompanied by complaints of acute symptoms. Determine nature of injury/illness and attempt to reassure distressed pet owners. Determine whether immunizations and/or tests are current. Recommend update of necessary immunizations and/or tests to clients when applicable.
  • Discharge patients. Review charts of patients being discharged from the clinic for completeness of information, make new appointments or note changes in patient status as necessary. Enter charges and set up future reminders in system. Present clients with medications, instruction.
  • Perform over-the-counter selling of specialty merchandise comprised of pet grooming aids and sundry veterinary items. Exercise technical knowledge of products sold and demonstrate salesmanship abilities. Explain and demonstrate products, answer questions concerning products purchase/ use.
  • Fill veterinary prescriptions with appropriate medication; provide routine instructions to owners concerning prescriptions for medications.
  • Collect lab specimens from pet owners, match patient record to the sample and submit samples to veterinary technician or nurse.
  • As required, enter data into the computer system, retrieve and modify computerized records. The practice management software includes, but is not limited to, such areas as reminder list of patients for periodic notifications, receipt and/or invoicing to update medical/financial records; accounting to include the general ledger, accounts payable, accounts receivable, billing and aging of accounts, income distribution, inventory control, client records, pet records, medical records, payroll; word processing to produce letters for general correspondence and special mailings to clients, etc.

COMPETENCY:

Basic Skills

  • Possession of strong organizational skills.
  • Knowledge of hospital procedures and operating instructions for making appointments, assembling patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.
  • Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports according to alpha, numeric or subject matter headings.
  • Understanding the implications of new information for both current and future problem-solving and decision-making.
  • Ability to work independently on assigned tasks as well as to accept direction on given assignments.
  • Ability to multi-task
  • Perform other duties as assigned.

Communication Skills

  • Excellent verbal and written communication skills. Possess exceptional interpersonal communication skills.
  • Requires strong client service skills. Personal contacts are with pet owners affected by a variety of problems, visitors and other healthcare team members. Considerable tact and diplomacy are required. Must accurately relay owner’s account of the medical complaint(s) of the pet(s) involved to the healthcare team member who will be involved in treating the patient(s).
  • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Requires active listening skills, giving full attention to what other people are saying, taking time to understand the points be made, asking questions as appropriate and not interrupting at inappropriate times.
  • Requires telephone conversations
  • Requires use of electronic mail
  • Requires writing letters and memos
  • Requires face-to-face discussions with individuals or team members

Social Skills

  • Work well with all employees and ensure that your actions support the hospital, the doctors, and the practice philosophy.
  • Ability to work independently on assigned tasks as well as to accept direction on given assignments.
  • Ability to adjust actions in relation to other’s actions
  • Teaching others how to perform a task
  • Actively looking for ways to help others
  • Being aware of others’ reactions and understanding why they react as they do.
  • Requires dealing with unpleasant, angry or discourteous people

Technical Skills

  • Knowledge of computers and relevant software applications including MS Office (Word).
  • Perform routine maintenance on equipment and determine when and what kind of maintenance is needed.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Licensed Veterinary Technician
Objectives: The Licensed Veterinary Technician/Intern assists the doctors to the fullest possible extent, to help improve the quality of care given to the patients, and to aid the doctors in achieving greater efficiency by relieving them of technical work at Companion’s Choice Animal Hospital. The Licensed Veterinary Technician/Intern assists in multiple procedures providing care for animals including physical examinations, dental procedures, surgeries, immunizations, euthanasia as well as client education, marketing, and inventory maintenance. This position requires a working knowledge of pharmaceutical drugs, common diseases; their symptoms, means of transmission, treatment and prevention, and other basic preventative health care recommendations. This is an overview of the position and the job responsibilities listed do not encompass the entire position.

Position type and expected hours of work:

  • Full or Part-Time
  • 8-hour Shifts Monday – Friday
  • Weekend shifts required
  • Overtime may be required

Education and Experience:

  • Veterinary Technician License (must be in the state of the practice) or current enrollment in an accredited Veterinary Technician program required
  • Previous Licensed Veterinary Hospital experience preferred

ESSENTIAL FUNCTIONS:

Technical:

  • Receive, handle, and treat patients with skill, compassion, and care including monitoring during anesthesia, administering fluids, assisting in diagnosing, surgery, and general and specialized nursing care.
  • Input data into computer software system.
  • Ability to observe animal appearance and activity for general physical condition, obvious signs of illness, disease, and discontent.
  • Maintain inventory of pharmaceuticals, equipment, and supplies.
  • Exhibit a technical knowledge of products and medications sold, including dietary products. Demonstrate the ability to explain and educate clients on products and answer their questions regarding product purchase/use.
  • Obtain and record patient histories.
  • Collect specimens and perform routine laboratory procedures and tests in hematology, biochemistry, chemistry, microbiology, urinalysis, and serology to assist in the diagnosis and treatment of animal health problems
  • Dispense and administer medications, vaccines, serums, and treatments as prescribed by veterinarians.
  • Administer fluids and blood products as prescribed by the veterinarian.
  • Administer and monitor anesthesia under the direction of a veterinarian.
  • Provide specialized nursing care for injured or ill animals.
  • Prepare patients, instruments, and equipment for surgery.
  • Assure that monitoring and support equipment such as anesthetic machines, cardiac monitors, scopes, and breathing apparatus are in good working condition.
  • Assist in diagnostic, medical, and surgical procedures using a range of high-tech diagnostic equipment including electrocardiographic, radiographic, and ultrasonographic equipment.
  • Take and process radiographs.

Customer Service

  • Communicate with and educate owners.
  • Maintain knowledge of preventative healthcare recommendations in order to answer client questions, provide education on vaccines, flea, and heartworm products, and assist in marketing veterinary services from which their pet would benefit, such as a dental cleaning, senior wellness, spay and neuter, and boarding.
  • Educate clients on products and medications sold including dietary products and answer questions regarding product purchase/use.

Veterinary Policies/Procedures/Equipment

  • Display knowledge and understanding related to federal and state animal health laws and regulations including OSHA and DEA. Ensure that the hospital and its employees are in compliance with regulations. Inform the veterinary hospital administrator of any regulatory issues.
  • Assure that monitoring and support equipment such as anesthetic machines, cardiac monitors, scopes, and breathing apparatus are in good working condition.
  • Clean, maintain, and sterilize instruments, equipment, and materials

COMPETENCY:

Basic Skills

  • Recognize and assist in solving professional and administrative problems in assigned areas. Exercise considerable judgment in applying professional knowledge in solving nursing problems within established policies and practices.
  • Possession of strong organizational skills.
  • Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports according to alpha, numeric or subject matter headings.
  • Understanding the implications of new information for both current and future problem-solving and decision-making.
  • Critical thinking – Understanding logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
  • Ability to work independently on assigned tasks as well as to accept direction on given assignments.
  • Regular attendance and timeliness are essential to fulfill the requirements of this position.
  • Performs other duties as assigned.
  • Ability to multi-task

Communication Skills

  • Strong communication and client service skills. Considerable tact and diplomacy are required. Ability to work with clients and patients in a professional, friendly, hospitable manner.
  • 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.
  • Excellent verbal and written communication skills. Possess exceptional interpersonal communication skills.
  • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Requires active listening skills, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Requires telephone conversations
  • Requires use of electronic mail
  • Requires writing medical notes, letters, and memos
  • Requires face-to-face discussions with individuals or team members

Social Skills

  • Work well with all employees and ensure that your actions support the hospital, the doctors, and the practice philosophy.
  • Ability to work independently on assigned tasks as well as to accept direction on given assignments.
  • Monitoring/Assessing performance of yourself, other individuals, or the practice to make improvements or take corrective action.
  • Ability to adjust actions in relation to other’s actions
  • Teaching others how to perform a task
  • Actively looking for ways to help others
  • Being aware of others’ reactions and understanding why they react as they do.
  • Requires dealing with unpleasant, angry, or discourteous people

Technical Skills

  • Knowledge of the procedures used for receiving, treating, and scheduling patients, ordering medical supplies, and requesting laboratory tests.
  • Knowledge of the use, care, and storage of veterinary instruments, materials, and equipment.
  • Knowledge of sterilization techniques to sterilize various instruments and materials.
  • Knowledgeable regarding related federal and state animal health laws and regulations including OSHA and DEA. Ensure that the hospital and its employees are in compliance with regulations. Inform the veterinary hospital administrator of any regulatory issues.
  • Knowledge of the instruments, materials, and standardized procedures used in the full variety of treatments to make preparations and provide “tableside” assistance.
  • Knowledge of computers and relevant software applications including MS Office (Word).
  • Perform routine maintenance on equipment and determine when and what kind of maintenance is needed.

BENEFITS

  • Health insurance
  • Supplemental insurance
  • Pet allowance
  • Discounts on services
  • PTO
  • IRA
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We proudly serve the pets Hastings, NE and beyond.

Our mission is to provide competent, high-quality comprehensive small animal health veterinary care. We strive to provide great care for our patients, clients, each other, and our hospital.

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Contact

Phone: 402-462-2234
Fax: 402-461-3623
Email: welovepetsccah@gmail.com

Location

2217 West 2nd Street
Hastings, NE 68901

Click here for directions.

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Hours

Mon, Wed, Fri: 8 AM - 5 PM
Tues, Thurs: 8 AM - 7 PM
Sat: 8:30 AM - 12 PM
Sun: 5 PM - 5:30 PM (Boarding Pick-up/Drop-off Only)

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