Emergency Department Administrative Doctor's Assistant - Horizon Veterinary Specialists

The Doctor’s Assistant (DA) primary duties are to provide doctors with administrative support with the goal of improving efficiency and facilitating client communication. Flexibility is required as the duties presented in this job description will evolve and will vary amongst department DVMs. The DA is tasked with facilitating efficient workflow within the ER and ICU area of the hospital. The DA must have excellent verbal communication skills (written and spoken), critical thinking, and problem-solving skills. They must demonstrate excellent organization and time management skills, be self-motivated, reliable, accountable and proactive. DA’s are expected to possess basic technical/medical vocabulary and knowledge in order to perform their duties effectively. In addition, DA’s are required to have a positive, team-oriented attitude with willingness to take feedback from doctors and management.

Essential Duties:

• Responsible to know the current status of receiving, E/CC Inpatient Census, Outdoor Census, and triage board – monitor patient caseload of both inpatients and outpatients.
• Request relevant referring DVM records for incoming ER’s.
• Inpatients:  Open Daily Assessments and fill out properly. Input appropriate and timely updates of records throughout the day; facilitate client communication; be capable of generating and presenting estimates; provide back-up in handling send-out and add-on lab requests and lab data entry; and review PVL charges. Monitor inpatient financials, alert the DVM to patients approaching their estimates, and be able to generate and deliver daily financial updates and continued care estimates, to clients. Handle client financial transactions as needed.
• Outpatients: Be comfortable reviewing PVLs for accuracy. With doctor guidance, be able to create and deliver estimates and handle client financial transactions as needed.
• Discharges: Start discharge instructions for patients going home, referencing the Orders for timing of medications and if needed, assist with filling/gathering medications and supplies to be sent home with patients, double-checking final discharge instructions and medications for accuracy and completion prior to patient discharge. Organize and expedite patient discharge process once the client arrives to pick up their pet.
• Client Communication: Update clients on admitted/hospitalized patient status with DVM guidance both at start and end of the day, as appropriate. Set up discharge times and facilitate communication between clients and doctors and handle client questions to the best of their ability when the doctor is unavailable.

• COMM Box: Assist ER doctors with review of their COMM boxes as well as their own COMM box, including triaging messages for urgency, pharmacy refill requests, and client communication that the DA can follow up on for the doctor. Doctor COMM boxes should be checked at minimum in the morning and afternoon.  On-shift doctors have priority; however, the DA is responsible for checking COMM boxes and triaging messages for off-duty doctors if time permits. For DVM’s off shift: Per their pre-arranged preference (via email, text, etc.) communicate pending actions (labs, follow-ups, etc.) and follow up with the client after following up on DVM responses.

If there are urgent questions about cases that were seen by an off-duty ER DVM, where appropriate, ask the ER DVM on duty for guidance and assistance.

• DA’s will also field COMMS from phone operators / CSRs regarding calls from recent ER clients, lab result inquiries, pharmacy refill requests, etc.  For questions or situations that are not straightforward or require DVM input, they can be directed to the ER DVM as needed (ideally in batches to minimize constant interruption).
• Take referral calls if a DVM is not available.
• Create, communicate, and manage the doctor’s daily task list to ensure all items are followed up on by the end of the day.
• Coordinate with CSR and ER/ICU Supervisors and technical staff on daily ER/ICU workflow and client communication needs. Example: Informing clients of unexpected delays.
• Assist with uploading radiographs for radiology review, and attach finalized radiology reports to the patient chart if not yet handled by the CSR team.
• VetSurg Communication: Assist DVM in effective and timely communications with VetSurg regarding surgeries and critical anesthetic patients.

Qualifications:

Education/Certifications/Experience:

• High School Diploma or equivalent.
• At least 1 year experience working in a specialty veterinary hospital setting (preferred).
•  Certification in Medical Assisting (preferred but not required).

Technology/Computer Skills: 

• Ability to use a Windows based computer system with proficiency in using email, internal communication platforms (Teams, G-Chat, Slack, etc.), word processing and spreadsheet programs as well as the Practice Management Software system (Cornerstone), ability to type and spell accurately, and the ability to operate a copy/fax/scanner machine, and credit card/debit machine.

Physical Demands: 

• Must be able to lift up to 50 lbs. and be able to push or pull up to 100 lbs., sit, stand, bend, squat, crouch, reach or get up to walk frequently.  Must be able to hold a phone handset and type on the computer for extended periods of time.

Basic Skills:

• High school graduate level or above reading comprehension and math skills.
• Organization and multi-tasking skills with attention to detail.
• Critical thinking and problem solving (with guidance)

• Professional communication with peers and clients.

Accountable, responsible, motivated, proactive, trustworthy, dependable, and punctual

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