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Head Customer Service Representative

Classification:  This is a nonexempt position under the Fair Labor Standards Act (FLSA)

Reporting Structure:  The Head Customer Service Representative is under the direct guidance and supervision of the Practice Manager, who will indicate general assignments, limitations and priorities. Recurring assignments are performed independently. Deviations or unfamiliar situations are referred to the supervisor. The Head Customer Service Representative uses initiative in carrying out recurring assignments independently without specific instruction, but refers deviations, problems, and unfamiliar situations not covered by instruction to the Practice Manager for decision or help. Work is reviewed in terms of adequacy of services provided and accuracy.

Revision Date:  2/1/2020

Objectives: The Head Customer Service Representative trains, supervises, and assists the receptionists, plans and coordinates a variety of service functions that are related to the front desk operations and the healthcare team at Companion’s Choice Animal Hospital. This position also encompasses all of the duties of the receptionists. These functions include, but are not limited to, reception (client and phone), maintenance of veterinary medical records, accounts maintenance, payment processing, communication with inventory for ordering of administrative supplies and equipment, data entry and retailing of veterinary sundry items.

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
  • Previous experience working in a veterinary practice
  • Management experience

ESSENTIAL FUNCTIONS:

Clerical

  • Train, supervise and assist the receptionists in their performance of a variety of administrative and public relations and client education duties which facilitate the work of the practitioners, technicians, kennel assistants, and the veterinary practice manager who directly or indirectly provide patient care. Ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Oversee the screening and assembly of veterinary records and files for active use, storage or disposal in accordance with the established records control schedules.
  • Oversee auditing of charts for completeness of information. Refer to the veterinary practice manager for questions concerning charges and/or treatment.
  • Oversees the inventory of office supplies, informs the veterinary practice manager of the need for supplies to maintain pre-determined stock levels.
  • Place routine service calls for maintenance of office equipment using predetermined vendors.

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

  • Knowledgeable regarding related federal and state animal health laws and regulations including OSHA. Ensure that the hospital and the healthcare team are in compliance with regulations. Inform the veterinary practice manager of any regulatory issues.
  • 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.

Personnel

  • Create employee schedules that align with doctor, team and surgery and outpatient needs while monitoring overtime and payroll costs.
  • Provide guidance and direction to subordinates, including setting performance standards and monitoring performance. Direct on the job training. Conduct timely performance evaluations, mediate interpersonal problems and address concerns from Technicians and Veterinary Technician Assistants. Make recommendations to the practice manager concerning personnel matters and assist with follow through of disciplinary actions.
  • Conduct monthly departmental meetings and schedule in-service meetings as deemed appropriate and necessary.
  • Motivate and inspire the receptionist team to provide high quality care to the patients and clients of Companion’s Choice Animal Hospital.

Computer

  • 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

  • Requires knowledge of hospital procedures outlined in the current employee manual as well as those that are implied (reasonable expectations).
  • Ability to show unbiased judgment when managing people and makes fair and just recommendations in regard to personnel issues and/or disciplinary action.
  • 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.
  • 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.
  • Ability to multi-task

Communication Skills

  • Strong communication, leadership and motivation skills.  Has the ability to effectively solve problems dealing with staff conflict to personnel issues and performance. Has the ability to direct, guide and assist a group of individuals.
  • Maintain effective employee-management communication. Periodically review front desk operations for efficiency and accuracy. Make recommendations to the veterinary practice manager as to ways in which the front desk can be enhanced.
  • 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.
  • 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 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.

Customer Service Representative

Classification:  This is a nonexempt 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 adequacy of services provided and accuracy.

Revision Date:  2/1/2020

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

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 change, 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.

Kennel Team Leader

Classification: This is a nonexempt position under the Fair Labor Standards Act (FLSA)

Reporting Structure: The Kennel Team Leader works under the direct supervision of the Technician Team Leader who will indicate general assignments, limitations and priorities. Practitioners/animal health technicians provide specific instructions in giving medications, feeding specific diets or following special sanitary procedures. Recurring assignments are performed independently. Deviations or unfamiliar situations are referred to the supervisor.

Revision Date: 10/27/19

Kennel Team Leader Objectives: The Kennel Team Leader trains, supervises, plans and coordinates a variety of service functions that are related to the supervision of the Kennel Assistants. These functions include, but are not limited to, providing for the care and basic needs of animals being groomed, boarded or that are patients of Companion’s Choice Animal Hospital including cleaning of cages, runs and ward areas and the proper feeding and care of all hospitalized animals. This position also encompasses all the duties of the Kennel Assistant.

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:

  • High school diploma or equivalent
  • Previous veterinary/kennel experience
  • Management experience

ESSENTIAL FUNCTIONS:

Clerical

  • Create employee schedules for the kennel department that align with the needs of the hospital
  • Provide and enforce a maintenance schedule of building equipment.

Veterinary Policies/Procedures

  • Develop and implement a routine priority system that will facilitate the standards set by the owner-doctor as they apply to the care of animals and maintenance of the building. Set standards of performance that must be met to effectively keep the reception area and the hospital running smoothly.

Technical

  • Train, supervise, and assist the kennel assistants in their performance of a variety of service functions that facilitate the work of the technicians, receptionists, veterinarians and practice Team Leader who directly or indirectly provide patient care.
  • Observe and report any repairs and maintenance to the office Team Leader. Meet regularly with the owner-doctor and office Team Leader to discuss any problems or improvements.
  • Perform Kennel Assistant duties as per the Kennel Assistant job description

Personnel

  • Provide strong leadership and supervision to kennel assistants.
  • Make recommendations to the practice Team Leader concerning personnel matters, disciplinary actions and follow through.
  • Providing guidance and direction to subordinates, including setting performance standards and monitoring performance. Conduct timely performance evaluations, mediate interpersonal problems and address concerns from kennel assistants.
  • Conduct monthly departmental meetings and schedule in-service meetings as deemed appropriate and necessary.

COMPETENCY:

Basic Skills

  • 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.
  • Ability to multi-task
  • Ability handle and to restrain animals using appropriate procedures.
  • Ability to walk animals.
  • Ability to clean and maintain kennels, cages, runs and stalls Perform general cleaning in treatment, reception and surgery rooms to control the spread of disease, Wash and sterilize water and food bowls.
  • Ability to observe animal appearance and activity for general physical condition, obvious signs of illness, disease and discontent.
  • Regular attendance and timeliness are essential functions in order to fulfill the requirements of this position.

Communication Skills

  • Excellent verbal and written communication skills. Possess exceptional interpersonal 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 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.
  • 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 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.

Amount of Time Spent on Task

Task None Less than 1/3 1/3 to 2/3 More than 2/3
Stand X
Walk X
Sit X
Use hands to finger, handle, or feel X
Climb or balance X
Stoop, kneel, crouch, or crawl X
Talk or hear X
Taste or smell X

The job requires the following lifting requirements and/or exerted force be performed on the job

Amount of Time Spent on Lifting Amounts

Lifting Amount None Less than 1/3 1/3 to 2/3 More than 2/3
Up to 10 pounds X
Up to 25 pounds X
Up to 50 pounds X
Up to 100 pounds X (with assistance)
More than 100 pounds X (with assistance)

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust to focus.

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.

Work is normally performed inside; some outside work is required.

Follow federal and state animal health laws and regulations including OSHA and DEA.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Companion’s Choice Animal Hospital is an equal opportunity employer. It is the policy of the practice to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, gender identity or expression, or veteran status. The practice will conform to the spirit as well as the letter of all applicable laws and regulations. The practice will take action to employ, advance in employment and treat qualified veterans and disabled veterans without discrimination in all employment practices.

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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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