Whitney O'Donnell

Reception Role

• Greeting incoming clients in a professional and friendly manner, checking in their appointment and notifying the relevant department of their arrival.
• ECC triage on arrival, obtaining patient history and taking patients down to staff members in emergency for first aid and/or critical treatment.
• Ability to work in fast paced environments under stressful situations whilst maintaining professional manners and meeting time sensitive deadlines.
• Answering large volumes of incoming calls daily which are inclusive of scheduling appointments, answering enquiries and ECC triaging.
• Triage incoming calls within a multi-line phone system and direct them to departments based on the customer needs and urgency.
• Performing daily banking duties and providing clients with financial support options that are relevant to clinic protocols.
• Corresponded with clients and veterinary clinics through email to answer enquiries, attach patient records and provide advice accordingly.

ECC Role

• Work with veterinarians to quickly assess patients and deliver appropriate treatment for patients while managing rapidly changing conditions.
• Triage incoming patients through the ECC department to determine the patients treatment needs and urgency of care.
• Collection of patient blood and urine samples as directed and running internal diagnostics.
• Placement of catheters and administering medications to animals in hospital and documenting any changes in condition, notifying the veterinarian on duty of any critical changes.
• Using critical thinking to break down arising complications, evaluate possible solutions and make informed decisions to problem solve.
• Maintain and disinfect all work areas within the clinic, ECC area, kennels and equipment used.
• Performing radiographs as required and emergency treatments such as blood/plasma transfusions and CPR.
• Assisting veterinarians with emergency procedures with monitoring anaesthetics and providing treatment according to the procedure being performed.
• Providing basic patient updates to clients, organizing patient visits and directing any queries to the veterinarian on duty.

• Work with veterinarians to quickly assess patients and deliver the appropriate treatment for patients while managing rapidly changing conditions.
• Ability to work in a fast paced environment under stressful situations whilst maintaining a professional manner and communicating with team members to ensure smooth flow of the ever-changing workload.
• Keep a detailed record of nursing assessments, administered treatments and medication for all overnight hospital patients
• Triage incoming calls on a multi-line phone system and delegating urgency of patient care, informing veterinarian on duty of incoming ECC patients.
• Triage incoming patients through the ECC department to determine the patients treatment needs and urgency of care.
• Collection of patient blood and urine samples as directed and running internal diagnostics.
• Placement of catheters and administering medications to animals in hospital and documenting any changes in condition, notifying the veterinarian on duty of any critical changes.
• Using critical thinking to break down arising complications, evaluate possible solutions and make informed decisions to problem solve.
• Providing first aid and alerting the veterinarian on duty of any wildlife presenting, provide treatment and seek required care for wildlife.
• Maintain and disinfect all work areas within the clinic, ECC area, kennels, equipment sterilization and maintenance.
• Performing radiographs as required and emergency treatments such as blood/plasma transfusions and CPR.
• Assisting veterinarians with emergency procedures with monitoring anaesthetics and providing treatment according to the procedure being performed.
• Providing basic patient updates to the clients, organizing patient visits and directing any queries to the veterinarian on duty.
• Patient discharges under veterinary instruction, discussing medication dispensed and discharge notes provided.

• Placement of catheters and administering medications to animals in hospital and documenting any changes in condition, notifying veterinarian on duty of any changes.
• Nurse triaging over the phone and in clinic, providing adequate information from the client to determine urgency of patient care.
• Performing nurse admissions and discharges.
• Patient restraint for diagnostics such as ultrasounds, blood collection and catheter placements. Collection of patient bloods and urine, running in house diagnostics as required.
• Answering owner animal health questions and providing appropriate advice.
• Ability to problem solve when unexpected situations occur and action accordingly in a time sensitive manner.
• Surgical monitoring of patients under anaesthesia, advising surgeon of any concerns that arise throughout, giving medication and recovering patients.
• Prepare surgical instrument packs and drapes for use in sterile environments by processing in autoclave under high pressure and high temperature conditions.
• Foster care provided for shelter animals associated with clinics adoption hub.

• Exceptional customer service to clients calling with knowledge of the companies products and services provided, creating positive experiences.
• Responding to customer requests for products, services and company information in quickly and efficient manner.
• Assisting customers with setting appointments, special order requests, and arranging product collections and deliveries.
• Recommendation of products to customers, thoroughly explaining details.
• Providing customers with relevant information on product enquiries and assisting with order placements and further information as required.
• Ability to problem solve in a timely manner, providing client with equipment support to resolve product complications and faults.

• Assisting veterinarians with general consultations.
• Placement of catheters and administering medications to animals in hospital and documenting any changes in condition, notifying the veterinarian on duty of any changes.
• Nurse triaging over the phone and in clinic, providing adequate information from the client to determine urgency of patient care.
• Performing nurse admissions and discharges.
• Providing clients with basic animal care advice with information on flea and worming treatment, neutering and importance of puppy socialisation.
• Patient restraint for diagnostics such as ultrasounds, blood collection and catheter placements. Collection of patient bloods and urine, running in house diagnostics as required.
• Answering owner animal health questions and providing advice on the best care for their animal.
• Ability to problem solve when unexpected situations occur and action accordingly in a time sensitive manner.
• Assisting with reproduction consultation and procedures.
• Surgical monitoring of patients under anaesthetic, advising surgeon of any concerns that arise throughout, giving medication and recovering patients.
• Prepare surgical instrument packs and drapes for use in sterile environments by processing in autoclave under high pressure and high temperature conditions.
• Ability to work in a fast paced environment under stressful situations.
• Reception responsibilities: client check in/out, updating patient records, scheduling appointments and processing account payments.
• Assisting with clinic stock control and maintenance of in house Idexx diagnostic machines.