Job Descriptions: Cross-Trained Veterinary Assistant / Client Service Representative
Equine Veterinary Hospital Operations & Client Care
Location: Black Diamond Equine
Reports To: Management & Practice Owners
Mission & Role Overview:
At Black Diamond Equine, every team member is cross-trained to support both clinical and front office operations. We believe this integrated approach creates stronger communication, better patient care, smoother workflow, and a more cohesive team environment.
This is not a traditional "front desk only" or "barn only" position. Our staff works collaboratively across all areas of the practice — including horse handling, clinical assistance, client communication, scheduling, laboratory coordination, ambulatory support, inventory management, and hospital operations.
We are seeking one, possibly two, motivated individuals who thrive in a fast-paced equine veterinary environment and are willing to learn, adapt, and contribute wherever needed throughout the hospital.
This role requires individuals who are physically capable, highly organized, emotionally composed under pressure, technologically competent, safety-focused, and confident working around horses.
Core Responsibilities:
Horse Handling, Restraint & Safety:
- Safely and confidently restrain horses for examinations, imaging, dentistry, treatments, and procedures.
- Maintain constant situational awareness and anticipate unpredictable horse behavior.
- Lead, jog, position, and maneuver horses safely during diagnostics and treatments.
- Support veterinarians during ambulatory and in-clinic appointments.
- Prioritize personal, team, patient, and client safety at all times.
- Apply appropriate horse handling techniques based on temperament and risk level.
Clinical & Patient Support:
- Assist with examinations, radiographs, dentistry, endoscopy, laboratory work, and procedures.
- Prepare medications, vaccines, instruments, and equipment for appointments.
- Collect, process, package, and submit laboratory samples.
- Monitor hospitalized horses and communicate concerns promptly.
- Assist with maintaining accurate medical records, Coggins, health certificates, and treatment documentation.
- Educate clients regarding aftercare, medications, and basic treatment instructions.
Client Communication & Front Office Operations:
- Professionally manage incoming phone calls, voicemails, emails, text messages, and in-person client interactions.
- Schedule appointments accurately while gathering complete patient and client information.
- Confirm appointments, perform reminder calls/texts, and maintain communication workflows.
- Check clients in and out efficiently while maintaining a calm, professional environment.
- Process invoices, payments, estimates, and end-of-day financial reconciliation.
- Maintain accurate communication, documentation, and electronic medical records.
- Handle urgent, emotional, or stressful client situations with professionalism and empathy.
Laboratory, Inventory & Ambulatory Logistics:
- Prepare and organize laboratory shipments and maintain lab workflow systems.
- Monitor refrigerators, freezers, temperature logs, and sample storage.
- Prepare and stock veterinary trucks with procedure-specific supplies and equipment.
- Maintain vaccine coolers, diagnostic equipment, laptops, hotspots, and payment systems.
- Restock medical supplies, treatment materials, laboratory inventory, and office supplies.
- Receive, verify, unpack, and organize deliveries as assigned.
- Assist with pharmacy workflows and prescription coordination.
Facility Operations, Cleaning & Hospital Readiness:
- Open and close the hospital according to operational protocols.
- Maintain a clean, organized, and medically safe clinic environment at all times.
- Clean and disinfect exam areas, counters, equipment, stalls, sinks, and common spaces.
- Manage laundry, trash, recycling, and biohazard disposal.
- Sweep, mop, and maintain the clinic presentation daily.
- Clean and sterilize instruments and maintain equipment organization.
- Support daily operational readiness for both clinic and ambulatory services.
Workflow Accountability & Team Integration:
- Execute Morning Launch procedures, including communications review, truck setup, schedule preparation, laboratory readiness, and facility setup.
- Execute End-of-Day Protocols, including financial balancing, cleaning, restocking, charging equipment, and securing the facility.
- Complete assigned weekly operational tasks proactively and consistently.
- Demonstrate initiative, accountability, adaptability, and efficiency without constant supervision.
- Support all team members wherever operational needs arise.
- Contribute positively to team culture, communication, and hospital efficiency.
Skills & Qualifications:
- Strong horse handling skills and equine awareness.
- Excellent customer service and interpersonal communication skills.
- Ability to multitask and adapt quickly in a fast-paced environment.
- Strong organizational skills and attention to detail.
- Ability to remain calm and professional under pressure.
- Comfortable with technology, including scheduling software, payment systems, laptops, and veterinary software.
- Strong teamwork mindset with willingness to cross-train in multiple areas of the practice.
- Self-motivated with strong follow-through and work ethic.
Experience Requirements:
Required:
- Hands-on horse experience with the ability to safely work around large animals.
- Customer service experience.
- Ability to perform physically demanding work consistently.
Preferred:
- Veterinary experience.
- Veterinary reception or scheduling experience.
- Experience in equine medicine or equine veterinary practice.
Physical Requirements (Essential & Non-Negotiable):
This is a physically demanding position requiring both clinical and operational support duties:
- Routinely handle and restrain horses weighing 1,000+ lbs.
- Frequently lift, carry, and move 50 lbs or more.
- Stand, bend, kneel, stoop, jog, and work on your feet for extended periods.
- Perform repetitive cleaning, stocking, computer, and phone tasks throughout the day.
- React quickly and safely to unpredictable animal behavior.
- Work both indoors and outdoors in varying weather conditions.
Work Environment (Fast-Paced & High-Demand):
- Daily exposure to unpredictable horses and potentially dangerous situations.
- Exposure to biohazards, sharps, pharmaceuticals, laboratory materials, and animal waste.
- Fast-paced environment with constant interruptions and rapidly shifting priorities.
- High-volume communication and multitasking throughout the workday.
- Requires adaptability, efficiency, professionalism, and strong situational awareness at all times.
Schedule & Expectations:
- Reliable attendance and punctuality are critical.
- Ability to consistently complete physically demanding workdays.
- Willingness to work collaboratively across both office and clinical responsibilities.
- Commitment to maintaining high standards of safety, organization, communication, and patient care.
- Flexibility and willingness to support the operational needs of the practice as they evolve.
Hiring Information:
We are currently seeking one — possibly two — candidates for this role.
To apply, please submit your resume. Selected applicants will be contacted the week of June 15 to schedule interviews.