Veterinary Support Specialist

Title:  Veterinary Support Specialist

Reports to:  Hospital Manager

Department:  Hospital Operations

FLSA Status:  Non-exempt

Position Overview:

The Veterinary Support Specialist is an organized and thorough customer service minded individual who will build positive relationships with demanding horse owners and trainers.  They will be a face and voice of the clinic as they assist with incoming communications and provide thoughtful, proactive outreach to clients.

Essential Functions:

The duties and responsibilities of the Veterinary Support Specialist include the following, but will expand as the individual shows growth and initiative.

• Create, update, confirm, document, and manage client and patient accounts while accurately scheduling ambulatory and in-house appointments, surgeries and bone scans in our Hospital Veterinary Management System (HVMS)
• Be in constant contact with doctors/techs and clients regarding appointment arrival times as to keep the HVMS schedule updated when doctors check in on site and complete appointments
• Ensure Veterinary Service Agreements (VSA) and patient consent forms for upcoming appointments are completed as well as attaching prescriptions, lab results, VSA, and insurance forms to patient files in HVMS
• Educate current and prospective clients with basic product and service information including estimated costs of these products and services
• Actively listen to client concerns and provide support, solutions, and empathy
• Print stall cards for any incoming patient
• Provide direction, answers, documentation and responses to incoming calls and or texts as well as taking in patients to the clinic and coordinating discharges.
• Provide ER support with incoming requests, dispatching resources, as well as getting completed any documentation needed.
• Organize, contact and schedule spring and fall vaccinations for current clients as well as internal customers (DVM's, Pharmacy, etc.).
• Coordinate End of Life/Euthanasia processes, documentation, transportation, and follow up as needed
• Support doctors by contacting clients relaying fecal and bloodwork results, changes in medication dosage, setting up phone consultations, changing/rescheduling appointments, providing daily updates to clients who have hospitalized horses and organizing discharges as well as following up with clients post-surgery/treatment on how patient is doing
• Coordinate information to clients or within the practice systems. Not limited to prescriptions, Coggins, health certs, vaccine records, x-ray/MRI images, ultrasounds, preventative treatment reminders, client records, records requests, patient history requests, etc.
• Make sure all computers are updated (tablet replications)
• Provide support to Billing Manager, Pharmacy Manager, Tech Manager and Hospital Manager
• Schedule appointments for Bone Scan, surgeries, as well as providing histories and/or estimates to the needed individuals
• Ensure all front office areas as stocked, neat, as well as the distribution of incoming items such as packages, mail, etc.
• All other duties as assigned

Qualifications:

• Customer Service and scheduling experience are must-have
• Personal or professional horse experience preferred
• High School Diploma or equivalent
• Veterinary environment, terminology, and protocols
• Working in a team environment
• Handling multiple tasks and priorities
• Multi-line telephone skills
• Organization skills
• Attention to detail
• Verbal and written communication skills with good interpersonal skills
• Staff scheduling skills
• Basic math skills
• Properly handling and accounting for cash and client payments

Schedule

• Monday - Friday, 8:30am - 5pm

What We Offer
We care deeply about supporting our team members — professionally and personally. Benefits include:

• Medical, dental, and vision insurance
• Paid Parental Leave (birth, adoption, foster)
• 401(k) with discretionary contribution
• Team Member Pet Discounts
• Emotional wellbeing support — including Calm app access and 24/7 EAP
• CE stipends and career development resources
• Grant Circle — a relief fund for team members facing personal hardship
• Local hospital culture backed by national resources