Tufts V.E.T.S. is a multispecialty emergency and critical care VECCS level 1 certified facility in New England. We are an affiliate of the Cummings School of Veterinary Medicine, at Tufts University, providing a unique environment that integrates learning into a busy private practice setting. We are committed to providing the highest standard of patient care from a wide range of specialty services including emergency and critical care, anesthesia, surgery, internal medicine, oncology, radiology and diagnostic imaging, ophthalmology, dermatology, cardiology, and urgent care. We are continually seeking to unite highly skilled professionals in veterinary medicine to provide a collaborative environment that strives to promote and strengthen the human-animal bond.
Tufts V.E.T.S. strives to be a community where diversity and inclusion are a priority.
About the Position: To provide advanced support to the team members and clients of the Emergency and Critical Care department.
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Client Communication and Support
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Client Updates Reach out to clients regarding their pets seen or discharged the previous day, providing detailed updates on the pet’s condition and addressing any questions or concerns.
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Facilitate Inpatient Visits Schedule and assist clients during inpatient visits by bringing their pets to the designated area and ensuring the client’s comfort by offering amenities such as beverages.
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Manage Voicemail and Return Calls Regularly check voicemail, promptly returning calls to address client inquiries, referral communications, and other time-sensitive matters.
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Handle Referral Communications Manage incoming referral calls from referring veterinarians, documenting pertinent information, and coordinating with the medical team for follow-up actions.
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Set Client Expectations Establish clear expectations for ongoing communication, updates, and visitation protocols. Act as the primary liaison for client inquiries, ensuring a high standard of support and communication.
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Develop and Present Treatment Plans Collaborate with veterinarians to formulate necessary treatment plans. Prepare and review these plans with clients, ensuring clarity and securing their informed consent.
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Admission and Triage Support
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Assist with Hospital Admissions Oversee the admission process by escorting pets to their designated areas and ensuring that all necessary documentation, such as cage cards and treatment or anesthesia sheets, is accurately prepared and filed.
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Provide Tele-Triage Support Offer expertise in tele-triage situations when required, supporting the CSR team in assessing and advising clients promptly.
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Monitor Waiting Patients Regularly check in with clients whose pets are waiting for extended periods after initial triage, and facilitate additional triage if there is a change or worsening of the pet’s condition.
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Follow-Up and Case Management
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Laboratory Results Follow-Up Track and review lab work, communicating results to clients in a timely and professional manner. Coordinate any necessary follow-up treatments or consultations based on lab findings.
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Poison Control Follow-Up Engage with poison control using the client-provided case number, ensuring all recommended actions are relayed accurately to the clinical team and the client.
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Outpatient Care Verification Confirm that all outpatient medications and treatments are being administered as prescribed, ensuring adherence to the treatment plan.
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Prepare Discharge Documentation Compile and review discharge materials, including client handouts and recommendation sheets, ensuring all information is clear, comprehensive, and aligned with the veterinarian’s instructions.
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Client Advocacy and Administrative Assistance
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Provide Client Support Serve as a dedicated resource for clients, especially those experiencing distress. Offer guidance, emotional support, and clear communication throughout their pet’s care journey.
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Assist with AMA Documentation Facilitate the completion of Against Medical Advice (AMA) paperwork when necessary, ensuring that all documentation is accurate, comprehensive, and communicated effectively to the clinical team.
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Secure Patient Codes at Admission Ensure that all necessary codes for patients are obtained and documented promptly during the admission process.
Shift: To Be Determined- Fulltime/Part time (36-40 hour) benefited position within the ECC Department. Hours are subject to change as needs of the department shift and grow. This position is not eligible for remote work. This position is considered essential and is therefore required to work as scheduled during inclement weather (i.e., during snowstorms).
Compensation: Is based on education, experience, credentials, and skill level.
Benefits: Full-time benefits include health, dental, vision, short and long-term disability, life insurance, 401K, flexible spending accounts, PFML, Employee Assistance Program, paid maternity leave, paid vacation/sick/personal time, employee pet discount, uniforms, CE opportunities and allowance, and paid holidays.
