Veterinary Receptionist/Assistant

Job Overview
We are seeking a dedicated and compassionate Veterinary Receptionist (CSR) to join our team. The ideal candidate will be the first point of contact for our clients and their beloved pets, providing exceptional customer service while managing the front desk operations. This role requires a strong understanding of animal care, excellent communication skills, and the ability to multitask in a fast-paced environment.

Responsibilities

• Greet clients and their pets warmly upon arrival, ensuring a welcoming atmosphere.
• Schedule appointments and manage the clinic's calendar efficiently.
• Answer phone calls and respond to inquiries regarding services, procedures, and pet care.
• Maintain accurate patient records and ensure all information is up-to-date.
• Process payments and manage billing inquiries with professionalism.
• Ensure the front desk area is organized and presentable at all times.
• Collaborate with veterinary staff to ensure smooth clinic operations and excellent patient care.

• Adhere to regulations as described in the CLAH Employee Handbook and uphold the Mission of CLAH with a team-oriented approach to creating a positive work environment

• Conduct all CLAH business in a client-centered manner

• Perform any additional duties as assigned by supervisor

• Open Availability

Client Relations Duties, 80%:

• Greet clients and pets by name

• Answer phones promptly and professionally using a multi-line phone system

• Screen and route calls to appropriate staff

• Provide phone shoppers with descriptions of services first, price last

• Receive and transmit faxes

• Take and deliver messages promptly to appropriate staff, pulling medical records of patients so staff can properly document information

• Note in medical records the details discussed during client conversations including the date, time, key points of the discussion and any action required

• Ensure the reception area and exam rooms have current reading materials (within two months of publication date), activities for children (coloring books, Crayons) and are clean and odor free

• Check medical and computer records for accurate client addresses, phone numbers and e-mails

• Weigh pets each visit and record weights in medical records and on computer

• Schedule appointments and surgeries according to hospital scheduling guidelines

• Make surgery and appointment confirmations calls

• Answer clients’ questions about veterinary services and products and provide knowledgeable advice about wellness, prevention and diseases

• Fill prescriptions and provide routine administration instructions to clients

• Echo doctors’ recommendations when checking out clients

• Address clients as Mr., Mrs., Miss or by first name when well-known and appropriate

• Always refer to the veterinarian as doctor. Do not use the doctor’s first name alone in the presence of clients.

• Prepare consent forms and be able to discuss the hospital’s financial policies with clients

• Sell retail items and pet food

• Advise clients on proper nutrition, flea/tick/heartworm preventatives, pre-anesthetic testing, pain management, shampoos, home dental products and other retail items

• Maintain a clean, neat reception area and front desk

• Foster collaborative relationships with other team members and departments

Financial Duties, 10%:

• Enter accurate charges

• Explain invoices to show value for the care provided, stating all services and products provided before the total

• Collect payment when services are rendered, including making change for cash payments, processing credit cards, and Care Credit transactions

• Print or record the end of day financial balances and complete proper E.O.D. close out, ensuring they are accurate

• Know fees for routine services

• Balance cash drawer at end of day/shift

Administrative Duties, 7%:

• Update reminders

• Backup computer records according to practice’s operating procedures

• Maintain adequate supply of client education materials in the CSR area (i.e. brochures, handouts, business cards, etc.)

• Maintain and provide statistical reports for no-shows, boarding cancellations and rescheduled appointments to the practice manager as required

• Help clients schedule appointments when referred to a specialist, including directions, preparing records and test results to bring

• Prepare forms such as new client registration, medical records, vaccination certificates, and euthanasia certificates

• Schedule rechecks

• Ensure treatment and surgery forms are signed and an emergency number is noted

• Delegate admission and discharge of patients for surgery, dentistry, or other procedures to appropriate hospital staff

• Maintain appointment book

• Retrieve, update and file patient medical records

• Keep CSR desk and waiting room neat and clean

• Ensure that eating does not occur at the front desk and that no open food is present

• Clean up after pets’ accidents in the reception area, exterior sidewalks, grassy areas, and parking lot

• Water and maintain plants in waiting rooms

• Collect specimens that clients bring in for lab analysis, label with appropriate client contact information and take to the lab area. Inform technician of sample arrival. Place corresponding medical file in appropriate area.

• Purge files according to practice-management policies

• Determine why the client is inactive and report the reason to the practice manager to identify trends

• Advises and contributes guidance to other CSR

Experience

• Previous experience in a front desk role within a veterinary or animal care setting is preferred.
• Knowledge of animal anatomy, physiology, and handling techniques is highly desirable.
• Familiarity with veterinary critical care practices will be considered an asset.
• Strong interpersonal skills with the ability to communicate effectively with clients and team members.
• Ability to work well under pressure while maintaining attention to detail.
• Experience in laboratory procedures related to veterinary medicine is a plus.

Join our passionate team dedicated to providing top-notch care for animals while ensuring an exceptional experience for their owners!

Job Type: Full-time

Benefits:

• 401(k)
• Continuing education credits
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Uniform allowance
• Vision insurance

Schedule:

• 10 hour shift
• 4x10
• 5x8
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• Overtime
• Rotating weekends
• Weekends only

Work Location: In person