Madeline Covey
Palo Alto,CA
Summary
Adept veterinary assistant and nursing student with a diverse background in animal and human healthcare. Proven ability to effectively communicate and educate patients, coupled with exceptional organizational skills. Actively pursuing a full-time position in a medical clinic front office.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Murphy Pet Hospital
09.2024 - Current
- Serve as the primary point of contact for clients, managing incoming calls, scheduling appointments, and addressing inquiries professionally and empathetically.
- Manage appointment scheduling for multiple veterinarians and technicians, ensuring efficient patient flow.
- Develop strategic scheduling protocols to maximize veterinarian and technician productivity, and operational efficiency.
- Provide direct support to veterinary staff by preparing patient charts and organizing medical records, relaying messages, and managing client communications.
- Implement standardized front office protocols, including client check-in/check-out, appointment scheduling, phone etiquette, and payment processing, to enhance client experience.
- Delegate tasks and responsibilities effectively, empowering staff and promoting professional growth.
- Train new staff, ensuring adherence to established procedures while providing efficient and consistent client service.
- Managed and resolved client complaints and concerns promptly and professionally, fostering positive client relationships.
Student Vocational Nurse
Pacifica Nursing and Rehab Center
01.2024 - 06.2024
- Assisted supervising nurses with administering medications orally, topically, and subcutaneously, following the standard rights of medication administration
- Evaluated effectiveness of medications and non-pharmacological interventions
- Reported changes of condition to the charge nurse and collected objective data
- Assessed a variety of wounds including pressure injuries, skin infections, and surgical incisions
- Cleaned and dressed wounds as ordered by MD, and under the supervision of the treatment nurse
- Assisted with ostomy care, including cleaning and changing pouches
- Performed ongoing catheter care, including cleaning the insertion site, emptying drainage bags, and ensuring proper positioning
Student Vocational Nurse
Windsor Post Acute
09.2023 - 12.2023
- Performed daily rounds, answered call lights, and responded to patient requests for supplies and personal comfort items
- Assisted with activities of daily living (bathing, dressing, toileting)
- Measured vital signs for 10-15 patients daily (temperature, pulse, respiration, blood pressure)
- Performed finger stick blood glucose testing and administered insulin subcutaneously per sliding scale protocol
- Assisted with feeding, verified adherence to dietary restrictions, and documented patient intake
- Administered medications safely through gastrointestinal tubes
Activities Assistant
Idylwood Care Center
10.2022 - 06.2023
- Developed and executed activity programs, including planning and implementing special events to enhance residents' lives
- Considered resident's abilities, interests, and treatment goals when planning activities
- Led both individual and group activities, organized rooms and supplies, and encouraged resident and visitor participation
- Observed and recorded residents' participation in group and individual activities
- Addressed residents' spiritual, emotional and psycho-social needs based on individual assessments and facility standards
- Accompanied residents to off-site appointments several times per week
Veterinary Technician/Receptionist
Belmont Pet Hospital
12.2020 - 05.2022
- Collected verbal health histories from pet owners, conducted initial exams, and documented patient vital signs
- Collaborated with veterinarians to conduct physical examinations, provide treatment recommendations, and administer treatments
- Transcribed doctors' diagnoses and recommendations accurately into patients' medical records, and prepared detailed estimates
- Positioned patients for high-quality radiographs, providing detailed history for expert interpretation
- Obtained sterile urine samples via cystocentesis for urinalysis, performed venipuncture, and processed blood samples for external lab testing
- Conducted in-house diagnostic tests including parasitology exams and serological assays
- Administered vaccines and medications orally, subcutaneously, intramuscularly, and intravenously
- Inserted IV catheters and assisted in tissue surgeries and dental procedures on a daily basis
- Managed surgical preparation, administered anesthesia, monitored patients during procedures, and provided post-surgical care
- Cultivated positive relationships with vendors, contractors, and staff at affiliated hospitals
Veterinary Receptionist
Linda Mar Veterinary Hospital
05.2020 - 12.2020
- Acted as the primary point of contact for clients and patients, operating a multi-line phone system to efficiently field calls, address inquiries, and relay messages to doctors
- Managed triage of cases over the phone, prioritizing appointments based on urgency, and offering referral information as necessary
- Exhibited extensive knowledge of health-related services and information, utilizing exceptional telephone skills to address pet owner concerns during the peak of the COVID-19 pandemic
- Generated invoices, collected payments from clients, and effectively communicated doctors' discharge instructions to pet owners
- Conducted follow-up communication with owners of discharged patients to obtain status updates and issued reminder notifications
- Dispensed prescriptions and facilitated refills for clients
Veterinary Assistant
Animal Hospital of Palo Alto
01.2019 - 12.2019
- Gathered precise patient history and recorded vital signs of dogs and cats promptly for veterinarian
- Administered vaccinations and medications orally, subcutaneously, intramuscularly, and intravenously
- Performed venipuncture and prepared lab samples
- Obtained sterile urine samples via cystocentesis
- Conducted routine diagnostic tests (e.g
- Parasitology, serology)
- Positioned and captured high-quality radiographs, providing detailed history for interpretation
- Inserted IV catheters and assisted with tissue surgeries and dental procedures on a daily basis
- Supported surgical prep, anesthesia administration, monitoring, and postsurgical recovery
- Ensured cleanliness of facility by sanitizing animal rooms, cages, bedding, and kennel fixtures
- Assisted kennel staff with organization of boarding animals, their belongings, and medication schedules
- Managed pharmacy inventory, ordered new products, and updated prescription drug labels
- Maintained stock of hospital supplies and medications, replenishing as required
- Tested anesthesia equipment and oversaw setup for surgical procedures daily
- Performed routine maintenance on clinic equipment, troubleshooting repairs when necessary
- Trained new assistants in hospital protocols and care practices within kennel facility
- Ensured proper sterilization of surgical packs and instruments, and maintained fully stocked treatment areas and exam rooms for the following day
Veterinary Assistant
Camino Real Pet Clinic
06.2017 - 11.2018
- Gathered verbal histories from pet owners, conducted initial exams, and recorded TPRs
- Performed animal restraint for doctor exams and treatments
- Transcribed doctors' diagnoses and recommendations into patients' medical records
- Followed and executed written and oral instructions for patient treatment plans
- Ensured cleanliness and sterilization of surgical packs and instruments, stocked treatment areas and exam rooms for the next day
- Took incoming calls and documented communication in patient charts
- Dispensed prescriptions and organized refills for clients
- Aided in preparing invoices and processing client charges as necessary
Receptionist
Half Moon Bay Veterinary Hospital
05.2015 - 05.2017
- Served as the initial point of contact for clients and their pets
- Managed a multi-line phone system, efficiently answering inquiries and relaying messages to medical staff
- Assessed patient needs and promptly communicated urgent matters to appropriate team members
- Booked appointments for annual checkups, consultations, and surgical procedures
- Generated detailed estimates and invoices, facilitated payment collection, and relayed post-treatment instructions from doctors to pet owners
- Maintained accurate records by inputting information from pet visits into computer database
- Handled and responded to correspondence from various sources, utilizing scanning, faxing, and emailing as needed
- Conducted regular checks on drug availability and prices at local and compounding pharmacies
Education
Vocational Nursing - Vocational-Technical Education
Gurnick Academy of Medical Arts
San Mateo, CA07-2024
Certification
- Basic Life Support (CPR & AED), American Heart Association, 235411928211
- Licensed Vocational Nurse (LVN), California, 747510
Timeline
Customer Service Representative
Murphy Pet Hospital
09.2024 - Current
Student Vocational Nurse
Pacifica Nursing and Rehab Center
01.2024 - 06.2024
Student Vocational Nurse
Windsor Post Acute
09.2023 - 12.2023
Activities Assistant
Idylwood Care Center
10.2022 - 06.2023
Veterinary Technician/Receptionist
Belmont Pet Hospital
12.2020 - 05.2022
Veterinary Receptionist
Linda Mar Veterinary Hospital
05.2020 - 12.2020
Veterinary Assistant
Animal Hospital of Palo Alto
01.2019 - 12.2019
Veterinary Assistant
Camino Real Pet Clinic
06.2017 - 11.2018
Receptionist
Half Moon Bay Veterinary Hospital
05.2015 - 05.2017
Vocational Nursing - Vocational-Technical Education
Gurnick Academy of Medical Arts
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