MARISSA SAMI
Surrey
Summary
Dedicated 20+ year veteran of the veterinary industry with comprehensive expertise in clinic workflow, hospital operations, and client relationships. Superior communication and relationship-building skills, consistently utilized to foster long-term client loyalty and serve as an effective liaison between clients and professional staff. Highly organized, reliable, and driven professional with exceptional work ethic, meticulous attention to detail, and a proven ability to manage multiple priorities effectively, both independently and as part of a team.
Overview
22
22
years of professional experience
Work History
Emergency and Critical Care Liaison
Boundary Bay Veterinary Specialty Hospital
12.2024 - Current
- Managing a high volume of calls, emails, and emergencies, using critical thinking to triage cases and ensure efficient delivery of care.
- Reviewing emergency intake forms, estimates and treatment plans with clients, often when their companion requires urgent or life-saving care, while remaining calm and professional.
- Preparing discharge instructions, medications to go home, and reviewing information with clients thoroughly and accurately.
- Communicating with empathy and professionalism during emotionally charged situations such as euthanasia.
- Ensuring timely updates and records delivery to referring veterinarians.
- Demonstrating excellent listening, time management, and problem-solving abilities in a fast-paced emergency setting.
- Maintaining accurate records of client interactions for quality assurance purposes.
- Obtaining pre-authorization from insurance companies ahead of medical services and submitting insurance claims.
Veterinary Office Assistant
South Burnaby Veterinary Hospital
11.2005 - 11.2024
- Greeting pet parents with a warm smile and pleasantly asking for sign-ins upon arrival.
- Assisting large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Fielding phone calls from pet owners, answering questions and taking messages for veterinarians.
- Checking patient insurance, demographic and health history to keep information current.
- Coordinating patient scheduling, check-in, check-out and invoicing.
- Completing patient referrals to other medical specialists.
- Educating clients on post-surgical care and nutrition.
- Preparing prescription and over-the-counter medications accurately and safely.
- Actively listening to customers, handling concerns quickly and escalating major issues to supervisor.
- Training new reception staff regarding clinic operations, policies and services.
- Keeping waiting room and exam rooms clean and organized.
- Completing daily balancing of all financial transactions and securing end of day deposits.
- Promoting a positive workplace culture by consistently demonstrating professionalism and teamwork in high-stress situations.
Veterinary Assistant
Alta Vista Animal Hospital
02.2004 - 10.2005
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Provided customer support to clients, answering questions and addressing concerns.
- Assisted veterinarian during immunologic, medical, surgical, and diagnostic procedures.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Performed various administrative tasks by filing, copying and faxing documents.
Education
VOA Diploma Program -
Granville Business College
Vancouver, BC06.2004
High School - undefined
Burnaby South Secondary School
Burnaby, BC06.2001
Skills
- Excellent verbal and written communication
- Exceptional customer service
- Efficient call handling and superior telephone skills
- Relationship building
- Active listening
- Teamwork and collaboration
- Attention to detail
- Proficient in Microsoft Office
- Medical terminology
- Dependable and responsible
- Positive and professional
- Meticulous and organized
Timeline
Emergency and Critical Care Liaison
Boundary Bay Veterinary Specialty Hospital
12.2024 - Current
Veterinary Office Assistant
South Burnaby Veterinary Hospital
11.2005 - 11.2024
Veterinary Assistant
Alta Vista Animal Hospital
02.2004 - 10.2005
High School - undefined
Burnaby South Secondary School
VOA Diploma Program -
Granville Business College