6 MONTH FIXED TERM CONTRACT - Job description
Our core values are what make the group a successful and fun place to work.
WE CARE -We care for animals and people, keep our promises, treat each other with decency and respect.
WE DARE -We dare to innovate, encourage entrepreneurial thinking and identify opportunities to succeed in a changing world.
WE SHARE -We share knowledge, best practice and make decisions based on trust, dialogue, commitment and engagement.
Main Purpose of Role
This role is a combination role primarily on Reception, with the addition of VCA duties where applicable to support the needs of the business.
The purpose of the role is to provide exceptional levels of customer service to clients and ensure quality care for their pets. You will be the vital link between the clinical team, the administration and leadership team with strong attention to detail and professionalism.
Previous VCA experience or existing qualification is preferred but not essential. Previous Reception experience is required.
Main Duties
Reception -
- Answer the phone and communicate with clients and suppliers.
- Monitor and respond to emails professionally and in a timely manner
- Drive sales by converting enquiries into bookable appointments and procedures
- Diary management, optimizing patient lists for operational efficiency
- Be competent with complaints handling procedures
- Communicate with clients regarding feeding and discharge of inpatients from non-complicated procedures.
- Contribute to making follow on appointments for clients
- Maintain accurate client and patient records and ensure GDPR is followed, and all practice record keeping is accurate and current
- Dispense medication to clients and provide advice on home administration of treatment
- Help to maintain stock levels and ensure effective stock control and rotation, this may include ordering and monitoring of stock requirements
- To fulfil any relevant in-house training opportunities to enhance your skills inc mandatory training.
VCA support -
- Monitor and recording inpatient’s clinical parameters, including TPR, bodily functions and activity and identifying changes and communicate with the supervising VS and RVN on basic status/change in status of inpatients.
- Ensure the highest standard of nursing care is always delivered to all patients under direction of the VS or RVN (not exceeding professional remit).
- Ensure the patient’s needs are met via provision of environmental enrichment opportunities and meeting individual needs of the animal to reduce distress, pain, fear and frustration.
- Provide psychological support to manage stress and patient anxiety, to include stroking, cuddling, handfeeding, and providing comfort and emotional care to inpatients.
- Provide physical support, including exercising the patient to ensure opportunities for elimination and providing mobility support where required.
- Provide individual feeding support (hand feed, provision of preferred feeding bowls etc) to ensure the patient is receiving correct nutrition and support the patient in getting back to normal feeding and drinking behavior.
- Appropriately move and restrain animals for treatment and procedures, this may include for blood tests, injections, claw clipping, ultrasound, etc.
- Support the clinical team and client with end-of-life care and support.
- Assist with monitoring the recovery of animals post operatively under supervision of RVN.
- Carry out cleaning and preparation of accommodation for animals, including choice of bedding, kennel requirements for various species and patient conditions.
- Effectively carry out practice protocols, hygiene and biosecurity procedures and support and implement infection control procedures including ensuring daily, weekly, and monthly cleaning is carried out to a high standard & recorded.
- Prepare theatre and prep areas for specified routine and non-routine procedures.
- Be competent in setting up clinical environments and associated equipment (checks to be made by RVN) for a range of clinical and surgical procedures and adhere to practice protocols and SOPs.
- Be competent in the care and maintenance of clinical equipment, including routine cleaning and care of complex equipment.
- Ensure correct disposal of clinical waste and comply with H+S and environmental legislation.
- Be fully aware of all Health & Safety issues and read all information supplied.
- Keep up to date with preventative healthcare, product knowledge and practice policies so clients can be advised accurately.
- Be willing to train to work in the in-house laboratory to run blood samples, urine samples etc.
Pay: From £12.75 per hour
Benefits:
- Additional leave
- Company events
- Cycle to work scheme
- On-site parking
- Sick pay
- Store discount
Work Location: In person
