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Develop customer service skills for the veterinary environment
Assessment Strategies
Role Play, Written Product
Criteria
Schedule appointments and service reminders
Triage, admit and discharge according to client, patient and facility needs
Use effective phone etiquette and in-person communication
Use effective interpersonal communication skills
Explain the role of legality in the veterinary-client-patient relationship
Develop client education in a clear and accurate manner at a level the client understands (i.e., oral and written form, including educational handouts)
Respect and protect the confidentiality of client and patient information
Apply crisis intervention/grief management skills with clients
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Maintain individual client records, vaccination certificates, and other forms
Assessment Strategies
Written product, Quiz, Skill Demonstration
Criteria
Use a computer and veterinary practice management software
Interpret new patient forms, lab submissions, and go home instructions
Identify common online veterinary services
Maintain files for medication records, radiographs, and lab reports
Interpret client/patient invoice and estimates
Transactions are calculated accurately
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Examine the operations of a veterinary facility
Assessment Strategies
Written Product
Criteria
Maintain facility records and logs in compliance with regulatory guidelines (e.g., radiography, surgery, anesthesia, laboratory, controlled substance)
Manage inventory control
Recognize roles of regulatory agencies
Maintain appropriate disposal protocols for hazardous materials
Maintain sanitation and infection control protocols for a veterinary facility, including patient and laboratory area
Handle daily client-based financial transactions
Transactions are calculated accurately
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Develop veterinary team support skills
Assessment Strategies
Written product, Role Play, Scenario Response
Criteria
Compare interpersonal and team dynamics
Implement effective interpersonal communication skills
Implement effective public relations skills
Observe legal boundaries of veterinary health care team members
Interact professionally with fellow staff members
Demonstrate dependability (on time, responsible, follow through on tasks)
Respect diversity in people, cultures, and traditions
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Process medical information related to prescribed drugs*
Assessment Strategies
Written Product, Quiz, Skill Demonstration
Criteria
Accurately perform appropriate calculations
Use weights and measures correctly
Record calculation in correct location as designated by facility
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Investigate laws and ethical codes within the veterinary profession
Assessment Strategies
Written product, Scenario Response
Criteria
Describe legal boundaries of veterinary health care team members
Comply with all safety and confidentiality rules
Identify laws and governing agencies within the profession
Explain boundaries and challenges of using social media
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Analyze career options for veterinary technicians
Assessment Strategies
Written Product
Criteria
Identify professional opportunities and challenges within the field
Describe characteristics of a good technician
Rationalize the use of networking contacts
Compare professional specialties within the profession
Explain the different options for employment, such as sales and education
Examine the pathway for further education after an associate's degree