Responsible to: Practice Manager

Hospital Objective:

Greet every client as if they were family and treat every pet as if they were our own.

Purpose of the Job:

The primary role of the Receptionist is to exceed our client’s expectations for outstanding client service while creating a warm and welcoming impression. Receptionists should enjoy working with diverse clients and patients in a caring, friendly and efficient manner.

The Receptionist must remain professional and courteous to clients and co-workers while handling multiple tasks at once with many interruptions such as: answering phones, problem-solving, scheduling DVM and Boarding appointments, differentiate between routine and emergency cases and schedule patients accordingly, greeting, admitting and checking out the day’s appointments, process payments and accurately manage financial information, as well as effective communication between clients and other staff.

Receptionists must be customer-focused and able to empathize with clients and remain compassionate and well-mannered if a client becomes emotional or discourteous. They should remain calm and collected in the face of emergency situations and professional in appearance in the execution of their responsibilities. Receptionists should have a firm belief in the quality of care we provide and be knowledgeable about the value of the services offered as well as patient recommendations; thus enabling the receptionist to communicate with a sense of assurance to our clients.

Veterinary medicine is a very broad field that requires extensive knowledge about specific diseases, breeds, species, procedures, treatments, diagnostics, and veterinary medical standards of care. Please use this job description as a guideline for your responsibilities within the field of veterinary medicine at this hospital.

Education and Qualifications

  • Completion of high school degree or further education
  • Receptionists must have accumulated enough on the job training and experience to be able to perform the duties described.
  • Must be able to read, write legibly and communicate clearly in English both in person and on the telephone.
  • Must be able to read a street map and give directions to the practice.
  • Basic computer literacy including the ability to type on a computer, use a mouse and view information on a computer screen is required.
  • Experience with Microsoft Windows, Word and Excel is helpful.
  • Employees must have the physical strength and ability to lift and carry a pet or other object weighing up to 40 pounds without assistance.
  • Must be able to work energetically for the entire assigned shift. The shift does not end until all duties are completed for the day or until a doctor or manager dismisses the staff.
  • Cashier, client service and related front office work experience is helpful.
  • Receptionists must be willing to learn the field of veterinary medicine and gradually increase their skills, knowledge and expertise over time as they become familiar and comfortable with the field.

Daily Responsibilities Include:

  • Answer phone calls, greet clients, make appointments, check patients in and out as needed.
  • Greet clients and their pets by name as they enter the hospital. Make them feel welcome in a courteous and professional manner.
  • Print pet chart(s).
  • Review patient history and the reason for their visit.
  • Prepare all paperwork needed for the patient’s visit.
  • Document the weight on the patient chart.
  • Escort the owner and patient to the appropriate treatment room.
  • Understand and accept the risks associated with working with animals and sometimes potentially aggressive or feral animals.
  • Take initiative to review appointment schedule for day, anticipate needs and wants of each appointment and the DVM seeing those appointments. Keep client informed of wait times, if DVM is behind or if emergency has occurred. Keep DVM informed of waiting clients and patients.
  • Perform kennel duties as needed, including but not limited to exercising pet, feeding, watering, maintaining cleanliness of pet and its housing, laundry, as needed due to staffing schedule.
  • Maintain a groomed, hygienic, and professional appearance always.
  • Wear scrubs provided by the hospital that are laundered and neat.
  • Hair may be worn up or down but must be kept neat and out of the face.
  • Receptionist will check-out client and patient when given permission from the DVM or Technician.
  • Schedule appointments, surgical procedures, and boarding appointments.
  • Schedule appointments based on notations in patient record or according to DVM recommendations.
  • Manage reception desk and surrounding area for needed supplies and cleanliness.
  • Understand vaccine protocols, parasite testing and deworming. Be knowledgeable of medical recommendations made by the DVMs and products (OTC and prescription). Be able to make medical and product recommendations based on hospital standards.
  • Fill and refill prescriptions as approved by DVM.
  • Have basic understanding of products and drugs carried by the hospital. (Differentiate antibiotics, NSAIDS, HWP, etc.
  • Note in Practice Management system (soon to be EVET) questions from clients for DVM or Technician follow-up.
  • Provide detailed and accurate itemized estimates for procedures in a way that communicates clearly to the client and avoids later unexpected costs.
  • Must be able to work independently without compromising safety.
  • Must adhere to safety and OSHA regulations according to hospital procedure, and local and state guidelines. Must be familiar with MSDS sheets, their locations, emergency eye wash stations, fire protocols and emergency procedures.
  • Remain productive during slow times by seeking additional duties to support practice growth goals and objectives.
  • Follow established security protocols including locking doors and setting alarm to ensure safety and security of patients, staff and the facility. Understand policies regarding after hours work including kennel duties and late night walks.
  • Follow the proper time reporting procedure by using your own password identification to clock in and out.
  • Continually learn and increase skills and knowledge. Seek our growth opportunities within the field of veterinary medicine and for the practice.
  • Maintain hospital cleanliness including trash collection, sweeping, mopping and overall neatness of hospital. Understand disinfecting protocols that involve infectious or contagious disease.
  • Alert inventory supervisor of supplies needed to perform daily functions.

Client Education and Interaction

  • Maintain a friendly, professional and courteous demeanor at all times
  • Educate clients about common problems including but not limited to: fleas, heartworm tests and prevention, intestinal parasite testing, feline and canine diseases, common behavior problems, puppy and kitten care, vaccinations, wellness care, routine surgery, dental care, product and dietary recommendations as approved by hospital standards.
  • Understand and be able to communicate the hospital’s payment, held check, care credit and other payment options.
  • Educate clients by explaining services and the standard of care the hospital provides. Convey the value of these recommendations to the client.
  • Be familiar with practice website, Facebook page, and other means of communication between hospital and client.
  • Convey information in an accurate and professional manner to the client on behalf of the doctor when the doctor is unavailable to speak with the client directly.
  • Recognize the limits of your knowledge. If you are not absolutely confident that you know the answer to a client’s questions, do not answer it. Ask for support.
  • Never diagnose over the phone or offer unsolicited advice to a client over the phone. Recommend the patient be seen as needed.
  • Call owners with updates on their pets as directed by the DVM, follow up with callback.
  • Enter vaccine history provided by new clients.
  • Assure that all financial obligations are met by owners. Collect client fees, make change and process credit card transactions.
  • Learn and successfully process other payment methods the hospital offers, i.e. CareCredit, ScratchPay, etc.
  • Provide clients with appropriate literature for pet medical conditions, nutrition, etc.
  • Take every opportunity to exhibit hospitality to everyone who enters the hospital.

***Understand that these and all duties within the hospital are to be done under the direct supervision of a veterinarian. ***

This job description is subject to addition, subtraction, or revision by Vet Med Alliance at any time. Employees are expected to act in the best interest of the practice, even if so doing requires actions or responsibilities not specifically listed in this job description.