Content
Office and Hospital Procedures, Client Relations, and Communication
Office and Hospital Procedures
- Schedule appointments, admit, discharge and triage according to client, patient and facility needs through phone and in-person contact*
- Recognize and respond to veterinary medical emergencies*
- Create and maintain individual client/patient records, vaccination certificates, and other appropriate forms*
- Develop computer skills*
- Be able to utilize veterinary practice management software programs*
- Be familiar with veterinary on-line services* (e.g. laboratory submissions, client financing plans, continuing education, discussion groups)
- Perform basic filing of medical records, radiographs, lab reports, etc.*
- Create and maintain all appropriate facility records and logs in compliance with regulatory guidelines (e.g., radiography, surgery, anesthesia, laboratory, controlled substance)*
- Manage inventory control*
- Recognize roles of appropriate regulatory agencies*
- Maintain appropriate disposal protocols for hazardous materials*
- Establish and maintain appropriate sanitation and nosocomial protocols for a veterinary facility, including patient and laboratory area*
- Handle daily client-based financial transactions*
Communication
- Apply understanding of interpersonal skills and team dynamics in all aspects of team dynamics*
- Utilize appropriate interpersonal and public relations skills*
- Demonstrate telephone etiquette* (e.g. through role playing, educational resources, etc.)
- Recognize the legality of the veterinary-client-patient relationship*
- Develop and provide client education in a clear and accurate manner at a level the client understands (i.e., oral and written form, including educational handouts)*
- Apply crisis intervention/grief management skills with clients*
- Understand and observe legal boundaries of veterinary health care team members*
- Interact professionally with clients and fellow staff members*
- Demonstrate a commitment to high quality patient care*
- Respect and protect the confidentiality of client and patient information*