Medical Operations Assistant

Medical Operations Assistant

The Medical Operations Assistant is an integral member of the Animal Medical Department at the Nebraska Humane Society. This employee will provide high-volume front-line support for the shelter's medical operations, with a strong focus on data accuracy, adopter follow-up, phone-based client support, and adherence to established procedures. This role will support the medical team by managing documentation, answering inquiries, routing communication, and completing extensive data entry both at the computer and within the facility.

This position is procedure driven, detail oriented, and essential to ensuring accurate medical records and smooth daily operations.

Essential Job Functions

Client Services & Reception

• Provide empathetic, non-judgmental service to pet owners, respecting diverse backgrounds, financial circumstances, and lifestyles.
• Communicate with adopters and clients in person, by phone, and via email with professionalism and consistency.
• Answer a high volume of incoming phone calls daily; respond to general medical inquiries and route questions to the appropriate department or staff member.
• Provide accurate information regarding shelter medical services, policies, and post-adoption procedures.

Scheduling & Front Desk Operations

• Schedule a limited number of post-adoption rechecks and procedures (generally 10-12 animals per week) for the Animal Medical Department.
• Confirm, reschedule, and cancel appointments related to shelter medical follow-ups.
• Follow established scheduling protocols and escalate conflicts as needed.

Client Intake & Documentation

• Collect adopter paperwork including consent forms and medical histories; ensure completeness and accuracy.
• Perform heavy data entry within practice management and shelter software systems.
• Gather required information by physically moving throughout the facility to locate medical records or animal data for entry.
• Perform medical record data entry both while physically pushing a computer cart through the facility and while sitting at a desk.
• Scan, upload, and archive documentation according to retention standards.

Communication & Coordination

• Serve as a point of contact between adopters and the medical team for follow-up care and appointment details.
• Relay medical instructions and approved information accurately, without deviation from provided protocols.
• Document adopter and owner communication in accordance with legal requirements and veterinary medical best practices.

Medical Support (Non-Clinical)

• Prepare discharge instructions, consent forms, and educational materials for adopters.
• Support medication pick-up and discharge processes; escalate all clinical questions to licensed medical staff.
• Follow scripts and protocols strictly; do not provide medical advice outside of approval.
• Maintain clean treatment, housing and exanimation areas through assisting with cleaning, disinfection and organization of animal housing and workspaces

Supplies, Facilities, & Safety

• Monitor and restock office supplies (forms, brochures, PPE, paper, etc.).
• Maintain SDS documentation for the department and with HR
• Submit building/maintenance work order requests

Policy Compliance & Confidentiality

• Maintain strict confidentiality of veterinary medical records, customer/client data and NHS animal cruelty investigations
• Adhere to shelter policies related to safety, sanitation, infection control, and animal handling.
• Uphold customer service, anti-harassment, and inclusive service standards.

Problem-Solving & Escalation

• De-escalate tense situations with empathy and professionalism.
• Manage frequent interruptions while maintaining accuracy and attention to detail.
• Participate in onboarding and ongoing training; follow established workflows and procedures.
• Provide feedback to supervisors to improve documentation accuracy and operational efficiency.
• All other duties as assigned.

Qualifications

The qualifications listed are representative of the knowledge, skills, and abilities required to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to meet these requirements. Meeting minimum qualifications does not guarantee employment; candidates must demonstrate the ability to perform the duties effectively within the work environment described.

• Communication Skills: Strong verbal, written, and non-verbal communication; able to listen actively, convey information accurately, and use body language and tone to reassure clients in stressful situations.
• Client Support & De-escalation: Recognize signs of distress and respond with patience, calm demeanor, and supportive presence to foster trust.
• Teamwork & Professionalism: Positive, collaborative attitude; able to give and receive feedback respectfully while maintaining ethical standards, maturity, and professional appearance.
• Technical & Administrative: Proficient with Microsoft Office, Outlook, and scheduling systems; detail-oriented and able to manage multiple tasks in a fast-paced environment.
• Animal Handling: Safely and humanely handle cats and dogs; demonstrate compassion and concern for animal welfare.
• Experience: Minimum one year in customer service or client support; veterinary, medical, or shelter experience preferred.
• Compliance: Adhere to state and federal veterinary laws; valid driver's license with acceptable record and proof of insurance.
• Resilience: Ability to cope with emotionally challenging situations, including illness, injury and humane euthanasia of pets.
• Bilingual: – Espanol preferred

Work Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions within the work environment.

• Environment: Work is primarily performed in an office setting within a veterinary clinic and animal shelter. While this role is primarily client-facing, employees will be in proximity to or assist with animals that are fearful, fractious, or aggressive. Team members should be comfortable working in an environment where animals may exhibit unpredictable behavior and must follow all safety protocols for handling and restraint. Training and protective equipment will be provided to ensure staff safety and animal welfare.
• Noise Level: Moderate to high due to phones, staff activity, and animal sounds such as barking.
• Physical Requirements: Ability to sit, stand, and walk for extended periods; occasional lifting of up to 50 lbs. when moving supplies or assisting with animals.
• Exposure: Regular contact with animals and potential exposure to:
• Animal hair, dander, and bodily fluids.
• Zoonotic diseases (transmissible from animals to humans).
• Cleaning and disinfecting chemicals used in care and housing of animals.
• Allergy Considerations: Must be able to work around animals without severe allergic reactions to fur, dander, or cleaning agents.
• Work Hours: This position requires flexibility in scheduling. Initially, hours will typically be Monday through Friday, 8:00 a.m. to 5:00 p.m., with occasional evening or weekend shifts to support special community events. While supporting operations at Pet Wellness Center, Monday through Friday, 7:30 a.m. to 4:30 p.m. will be needed.
• Pace: Fast-paced environment requiring multitasking, attention to detail, and adaptability.
• Dress Code: Client Service Representatives should maintain a professional yet practical appearance that fits the veterinary clinic environment. Scrubs are welcome and often preferred for comfort and functionality. For safety and professionalism, team members wear full-length pants rather than shorts. Tops should provide appropriate coverage; tank tops, low-cut and see through styles are not acceptable. Closed-toe shoes are required for safety when working around animals and in clinical areas. Clothing should be clean, neat, and durable enough for occasional movement between office and animal care spaces while preventing slipping. Protective gear (such as gloves or gowns) will be provided when needed for specific tasks.
• Technology Use: Frequent use of computers, phones, and office equipment for scheduling, recordkeeping, and communication.
• Emotional Demands: Ability to manage stressful situations, including emergencies and emotionally sensitive cases involving