503-281-1631

Contact & Appointments

Emergency Hospitals

PLEASE NOTE that our business hours have recently changed.  We are open Monday through Saturday each week.  We are closed on Sundays and six major holidays.

Dog and cat logo representing in home veterinary care, acupuncture, hospice, and pet euthanasia in Portland, Lake Oswego and surrounding areas.
Portland house call vet quality of life assessment. Portland Pet hospice house calls button Portland in home dog and cat euthanasia button.
Portland house call vet examinations button. Portland in home pet acupuncture button

Client Care Representative Job Details

After reading the description below, please fill out our online application.  Before completing the application, you will want to have a completed cover letter and resume.  Both are required to be submitted with the online application.

Please read the following details about this position.  We have provided this extensive description to help you determine if you feel you would be a good fit for our practice.

We currently employ one client care representative who actually works in Texas!  She did work with us here in Lake Oswego, but now she connects to us remotely and answers phones and e-mail from her home.

We will be hiring for someone who will be working at our Lake Oswego office.  After training is complete, working from home one day a week may be an option for this position.  We will provide more details if you are called for an interview.

Our Mission

AHVS provides exceptional, personal and compassionate in-home veterinary care for dogs and cats through all of their life stages; we honor and nurture the human-animal bond and enhance the quality of life of pets and their owners.

Our Practice

At Home Veterinary Services provides in-home veterinary care for dogs and cats in the comfort of their home.  Our practice focuses on geriatric pets, pets with chronic or terminal disease, or pets who do not travel well to veterinary clinics.  The practice was started by Dr. Louise Mesher in 2008.  Today Dr. Mesher is joined by Dr. Heather Dillon, Dr. Tisha Posey, and Dr. Jennifery Leddy, and an incredible team of technicians and support staff.  We do not see any pets at our office in Lake Oswego, only at clients' homes.

We currently see patients 7-day a week.  Most of our clients are within the core Portland metro area, but we do have some clients that live further out.  We do see some clients as far south as Salem, as far east as Gresham and as far west as Forest Grove. At this point we are not licensed in Washington so we do not go across the river.

Our Typical Clients

We have really amazing, devoted clients.  Our clients vary in age and background, but they all like the convenience of having us come to their house, and they like the fact that they get personal and thorough care.  Our clients are great owners – very dedicated and compassionate. They make it a pleasure to visit them.  For the most part, their biggest concern is not how much a treatment costs but rather how it will affect their pet’s overall quality of life.  Our clients want the best and most personal service possible for their pets and themselves.  Our interactions with them through e-mail and over the phone require the highest level of caring, compassion, and professionalism.  Excellent communications skills both verbally and written are a very high priority.

A Typical Day

When Client Care Representative (CCR) arrives at the office, depending on the time of day,  he or she is usually the first to arrive, and they may be the only person in the office for most of the day (this will not be the case during training, as someone will be with you initially).  Our doors typically stay locked all day unless we are receiving a delivery or if a client is stopping by to pick up medication or drop off a sample.

The CCR will listen to voice messages first in case a client needs to be seen that day or has an urgent request.  Following voice mails, e-mails will be reviewed and responded to as needed.  Some e-mails may be from clients and others may be from doctors and other staff.

Between 8:00 am and 5:00 pm (we may be adding some later hours in the future) the CCR will also be answering the phone and providing support for clients and potential clients.  Keep in mind and many of the callers will be inquiring about in-home euthanasia for their pet, which requires the utmost empathy.

We generally never put a caller on hold to answer other calls, especially euthanasia inquiries.

The CCR does all of the scheduling.  We try to book appointments that are close together geographically on the same day, if possible.  Appointment lengths vary depending on the nature of the appointment – we see sick animals, annual exam appointments, quality of life consultations, and euthanasia appointments. We do not do any dentistry or surgery. In February 2016 we will will be launching in-home x-ray services.  In conjunction with a internal medicine specialist, we can also do in-home ultrasounds and internal medicine consults, and we will also be offering in-home cardiology consults from a board certified cardiologist in the near future.

We carry a small inventory of our most commonly used medications. Part of the CCR's responsibilities include packaging prescriptions and getting them ready to mail to our clients.  Not all clients get their prescriptions through us, so a CCR is often asked by a doctor to fax/e-mail/call-in prescriptions to "human pharmacies" or compounding pharmacies on behalf of our clients.  We have an Internet pharmacy, Vetsource, which some clients use to order some chronically used medication.

CCRs also manage client communications by entering phone and e-mail conversations from clients into the appropriate patient records.  The CCR will also call other practices for copies of patient records and will attached them to our patient records.  Our practice is paperless, so everything is entered into our practice management and digital medical records system.

The doctors usually make 4 to 6 house calls a day, per doctor, depending on how involved they are and how many animals we see at each appointment. Multiple animal appointments are common.

The CCR will usually leave after 5:00pm (or later if starting at a later time) and will lock the office and activate the alarm system if no one else is there.  Often, the Doctors/Technician team does not return to the office until well after 5:00 pm.

There is ALWAYS something to do and the days generally go by very, very quickly.  Our team jokes that our office is trapped inside of a time vortex of some sort!  It's definitely not boring on most days!

Who We Are Looking For

We would prefer someone who has worked in a veterinary office and who is familiar with veterinary terms, but these are not absolute requirements.

We try to be thorough, compassionate, personable and efficient.  We extend ourselves to give good client service and personal attention, and the successful candidate will enjoy developing these relationships with these exceptional owners.

A compassionate manner is of utmost importance.  We need someone who is thorough, and explains all the options to the owners. These are educated, involved owners who are often willing to do a greater degree of nursing care than many owners would be.  We support them in any way we can.

The successful candidate should have the following skills:

  • Exceptional listener.  Many of our clients need and appreciate an empathetic voice on the other end of the phone.
  • A very high level of organizational skill.  It will be important to keep track of several pieces of information at once so that all clients are well taken care of.
  • A good working knowledge of the Portland metro area would be beneficial since scheduling is often related to client's locations.
  • We are looking for someone who enjoys creative problem solving and is okay with the occasional curve ball.
  • You will need to have a good sense of humor. Good stories are to be had here!

 

To excel in this position, you will need:

  • Exceptional communication skills both written and over the telephone.
  • An extremely compassionate nature.
  • Excellent organizational skills.
  • To be mature, detail-oriented, and willing to go the extra mile for our clients and our staff.
  • Generally technical and computer savvy.  You must be comfortable with learning new software programs (such as our veterinary practice management software), using Microsoft Outlook and Word, Dropbox, web forms, Google Maps, Google Earth, iPad, iPhone, credit card terminals, and other forms of technology.
  • A passion for improving the quality of life of pets and their human caregivers

Compensation, Benefits & Work Schedule

Compensation will be based on experience.  Employees who work at least 32 hours per week are eligible for an excellent benefits package including employer paid medical, vision, dental, flexible spending account, life insurance, disability insurance  Employees also earn vacation, get time off for their birthday, and most major holidays.

We are initially looking for someone to work 20 to 30 hours per week, however, this position could move to full time (if desired) in the future.

Summary & Application Information

We are confident that for the right candidate, this will be a rewarding, fun, and interesting position.

If, after all this, you are still interested, please complete our online application.  You may send questions to our Practice Manager, Ryan, at [email protected].

Thank you!