Emergency Triage Representative

The primary function of the Triage Technician t is to serve as a patient advocate through triage, communication, and education of the client, as well as be an extension of the Treatment Technician and DVM regarding client interaction. Additionally, the Veterinary Technician ER/ICU Triage is expected to promote professional growth through education and learning opportunities. This position will report directly to the Support Team Manager.

General Expectations

• Demonstrate intelligence and skill to answer and triage phone calls, speak with clients, review medical plans, take deposits, issue refunds, discharge patients, and educate clients regarding medical procedures, diagnostics, and medications
• Puts clients first in everything they do by communicating clearly, courteously, and respectfully.
• Provide delicate and continuity of care for euthanasia clients
• Able to discuss and assist clients with completing financial payment options/procedures
• Be supportive of all client's medical care decisions without judgement
• Provide status updates to all clients in the clinic (two to three times an hour)
• Obtain approval for initial diagnostics and treatments as directed by a Doctor of Veterinary Medicine (DVM)
• Maintain the appearance and cleanliness of all client areas (lobby, exam rooms, restrooms, etc.)
• Process client paperwork in an accurate and timely manner
• Work as scheduled and be available nights, weekends, and holidays to meet deadlines
• Adhere to all compliance procedures regarding radiographic, controlled drugs, hazardous waste, OSHA, AAHA, and various other items
• Always demonstrate strict adherence to AERC-MN Core Values

Patient Care

• Perform accurate vitals (Temperature, Pulse/Heart Rate, Respiratory Rate, Mucous Membrane,
• CRT, /- Blood Pressure) within the first ten minutes of patient arrival
• Quickly and efficiently identify patients that may be in distress and escalates them to the DVM or ER Technician
• Assist in restraint, basic medical treatments and basic diagnostics as requested
• Ensure patients have all tubes (IVC, NG, Urinary etc.) removed at time of discharge unless otherwise directed by DVM or Technician
• Demonstrate a basic level of math skills to calculate financial and patient data
• Demonstrate basic understanding of common chronic diseases, diagnostics, and management
• Demonstrate basic understanding of common veterinary drugs and their effects on different species (canine, feline, exotic, avian, small mammal)
• Participate in CPR codes intelligently and efficiently
• Report any sentinel event or adverse reactions in patients to the DVM and supervisor immediately. Cooperate fully in any subsequent investigation

This job description is a living document and may be altered by the Leadership team at any time. In addition to the above duties, the ER/ICU Technician will perform any other duties that clean, maintain and improve the hospitals and company.

Physical Requirements

• Excessive walking and standing; frequent squatting
• Ability to always demonstrate a positive attitude
• Able to work at all clinic locations
• Ability to occasionally lift 40 pounds from floor to table height
• Incur risk of injury from animals
• Ability to work well under pressure and high levels of stress
• Limited exposure to controlled, chemo-therapeutic, teratogenic, and mutagenic drugs;
• zoonotic diseases, radiation, and anesthetic gases

Knowledge, Skills, and Abilities

• A.AS or B.S Degree in Veterinary Technology from an AVMA accredited school strongly preferred
• Current certification, license, or registration as a Veterinary Technician preferred
• Two years' client service, customer support or related field experience required
• One-year clinical practice experience if credentialed strongly preferred
• Four years' clinical practice experience if not credentialed strongly recommended
• RECOVER CPR Certified a plus
• Fear Free Certified a plus
• Computer proficient - Microsoft Office, Word, Excel, Outlook; typing skills; data entry skills