Description
Lead Patient Care Representative
At GoodVets, we believe veterinary medicine can be better – for doctors, teams, pets, and pet parents.
We're looking for a Lead Patient Care Representative who is excited to step into the next chapter of their career in an environment designed to support growth, build confidence, and deliver exceptional patient care. We understand that when a hospital runs well, both team members and patients thrive.
As a Lead Patient Care Representative, you'll serve as the right hand to the Hospital Manager, partnering closely with your Lead Veterinarian to create an exceptional experience for clients, patients, and team members alike. In partnership with the Hospital Manager, you'll support leading the patient care representative team, ensuring their onboarding, growth, and development needs are met to allow your hospital to perform at its highest level while fostering a culture where teams feel supported, engaged, and inspired to grow.
This is an opportunity to take on increased responsibility, build leadership experience, and contribute to the success of a growing veterinary hospital. You'll help shape the culture of your hospital, develop team members to deliver the highest in quality care and play a meaningful role in building the future of veterinary medicine, one team, one client, and one patient experience at a time.
What You'll Find at GoodVets:
- Clinical autonomy and trust
- Modern hospitals and technology
- Collaborative, growth-minded teams
- Mentorship and professional development
- Leadership opportunities
- Competitive compensation
What You Bring to the Role:
- Demonstrated passion to make a difference in pets and people’s lives
- Five or more years' experience in a veterinary support role
- Proven ability to confidently support surgical procedures under minimal direction
- Demonstrated ability to learn and execute standard operating procedures and hospital protocols to maximize productivity and patient satisfaction
- Ability to communicate clearly and effectively with hospital teams
- Intermediate to advanced skills in Practice Management Systems
Preferred Qualifications:
- Previous experience training or supervising clinical staff
- CVT/RVT preferred
- Inventory management experience
Key Skills:
- Operational Protocols: Knows and abides by all GoodVets standard operating procedures relevant to role
- Hospital Software: Leverages EzyVet and Otto to effectively manage appointment and patient information and communicate with clients
- Patient Intake/Check Out: Ensures a highly accurate invoicing process and properly forward-books clients
- Medical Standards of Patient Care: Models knowledge of GoodVets standards of care for vaccinations, preventative medications, surgical protocols, and more
- Patient Treatment: Confidently administers patient care, including hemostatis, SQ/IV fluids, injectable medications, and suture/staple removal
- Diagnostic Procedures & Lab Work: Completes automatic and manual diagnostic tests and maintains up to date knowledge of third-party lab processes
- Venipuncture: Confidently collects blood samples and places IV catheters
- Surgery & Anesthesia: Confidently supports surgical procedures, demonstrating high competence in generating forms and documents, setting up surgical suites, pre-medicating and inducing patients, preparing surgical sites, monitoring anesthesia, managing post-op recovery, discharging patients, and sterilizing the suite
- Dentistry: Efficiently takes full-mouth dental X-Rays in under 30 minutes and correctly scales/polishes teeth
- CPR/Resuscitation: Demonstrates basic understanding of how to administer chest compressions, control airways, and administer emergency drugs
- Inventory Management: Ability to support hospital inventory management and protocols including proper handling, storage and support of ordering supplies, as needed
- Professionalism: Contributes to a positive culture by modeling core values, leading by example, and demonstrating high professionalism at all times
- Training Duties: Trains staff, escalates employee issues to the Hospital Operations Manager, and generally operations as extension of hospital leadership
Required Qualifications:
- Demonstrated passion to make a difference in pets and people’s lives
- Five or more years' experience in a veterinary support role
- Proven ability to confidently support surgical procedures under minimal direction
- Demonstrated ability to learn and execute standard operating procedures and hospital protocols to maximize productivity and patient satisfaction
- Ability to communicate clearly and effectively with hospital teams
- Intermediate to advanced skills in Practice Management Systems
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