Veterinary Receptionist

Veterinary Receptionist

Position Overview

The purpose of this position is to provide outstanding client service. The Veterinary Receptionist (VR) answers the phone, differentiates between routine and urgent cases, schedules appointments or adds patients to the waitlist, greets clients, admits and checks out patients, processes payments, manages financial information, and communicates information between clients and staff.

The VR is extraverted and always creates a warm and welcoming impression while being able to efficiently multi-task.

Empathizes with clients and remains compassionate and well-mannered if a client becomes emotional or discourteous. Remains calm and collected in the face of emergency situations. Ultimately, it is the VR who creates a good first and last impression on our clients. The importance of this role cannot be over-emphasized.

Must be able to withstand unpleasant odors and noises. May be exposed to bites, scratches, animal waste, and contagious diseases.

Primary Responsibilities

Telephone Communication

• Answers incoming telephone calls promptly using proper telephone etiquette. This includes using an appropriate greeting and asking callers before placing them on hold.
• Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers calls, and communicates with staff members. Takes and routes messages for veterinarians and staff members.

Client Relations

• Follows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills.
• Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.
• Uses active-listening skills to obtain all necessary medical and personal information from the client.
• Discerns any potential client problems, complaints, or questions and handles them appropriately.
• Relays medical instructions; itemizes the client’s statement; reviews it orally with the client; and informs the client about hospital policies, such as pre-operative instructions, payment and credit policies, and vaccination policies.
• Communicates with clients as needed regarding invoices and the medical status of their pets.
• Makes calls to clients on a timely basis from a call-back list.
• Provides clients with any information or instructions they will need prior to their appointments.
• Contacts clients to confirms appointments and provide pre-exam and pre-surgical instructions.
• Maintains knowledge of current care standards and common medical problems.
• Maintains current client contact information.

Hospitality

• Welcomes clients and patients to the practice and makes them comfortable.
• Monitors schedule and communicates with clients about wait times.
• Uses the client’s and pet’s names to personalize communication.

Appointment Scheduling

• Schedules outpatient, surgical, hospitalized patient, and urgent/walk-in care using a computerized scheduling program.
• Schedules appointments in accordance with established hospital guidelines, allocating the appropriate amount of time (20, or 40 minutes) according to the type of visit. Maintains and communicates the waitlist and helps keep the practice on schedule.
• Schedules appointments or adds patients to the waitlist to meet the clients’ needs and most efficiently use veterinarian’s and staff members’ time.

Computer Use and Maintenance

• Accurately enters and retrieves records and reports, enters fees and charges, and maintains the database.
• Monitor hospital email and fulfil / assign all requests there.
• Assigns tasks to appropriate team members using the computer system.

Client Education

• Promotes the hospital to persons inquiring about the practice, fees, and products/services.
• Educates clients regarding preventive medicine and vaccination requirements. Informs clients of suggested procedures to maintain their pets’ good health.
• Distributes handouts, new client kits, hospital brochures, and “giveaways,” such as hospital leashes, pet carriers and magnets to clients.
• Promote the practice’s products and services to clients, making suggestions when appropriate.
• Mails sympathy cards to clients.

Procedures and Protocols

• Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the hospital procedures manual.
• Communicates basic patient care protocols to clients.
• Maintains knowledge of the practice’s products and services.
• Improves upon veterinary knowledge and skills by taking advantage of in-house education materials and by participating in continuing education, staff meetings, and in-house training.
• Attends all staff and departmental meetings as requested.

Recordkeeping and Filing

• Updates client files and patient records as needed.
• Scans medical documents.
• Provides medical records to requesters, with client’s permission.

Patient Admittance

• Completes required forms, such as the new client form, consent forms, and obtains all necessary information. Notes the source of client referrals.
• Obtains medical and vaccination histories from the client. Recognizes and notes any procedures due for the patient.
• Follows hospital policies regarding patient admittance (e.g., vaccination status).
• Relays all necessary information to the veterinarian and technicians.
• Triages urgent-care patients and communicates with the medical team as appropriate.

Cash Handling

• Accepts payments from the client. Accurately processes cash, charge card payments, credit account payments, and other payment forms. Accurately invoices coupons.
• Performs end-of-day procedures each evening, including balancing the cash drawer, running daily reports, preparing and making a bank deposit, and presenting reports and deposit receipts to the owner.

Facility Maintenance

• Assists staff with cleaning and straightening all areas of the practice, including the front desk, reception area, client restroom, exam rooms, and treatment areas.
• Restocks and arranges items as directed.
• Opens and sets up for the morning as directed.
• Closes for the evening as directed.

Personal Conduct

• Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.
• Demonstrates initiative in everyday duties by seeking other work during down times, assisting other employees, and filling in for other employees as needed.
• Adheres to the posted work schedule. Arrives for work promptly and begins work at start time. Follows hospital policies for reporting lateness or absences.
• Utilizes the time clock to clock in and out at the beginning and end of each day and during breaks.
• Organizes work area and exercises time-management skills to maximize personal efficiency.
• Prioritizes tasks and handles multiple tasks in a calm, organized manner.

Additional Duties

• Performs other duties as directed.

Requirements

• Education equivalent to the completion of the 12th grade.
• Knowledge of general office practices and procedures, Client Care Specialist (receptionist) duties, and telephone techniques.
• Demonstrated ability to perform clerical work with speed and accuracy, use a multiple-line telephone system, and handle cash and other forms of payment.
• Experience managing patient records, obtaining relevant information from clients, and accurately entering a variety of information in patient records.
• Ability to complete assigned tasks in the time allotted without direct supervision.
• Demonstrated ability to show empathy toward clients and treat animals with respect and compassion.
• Excellent interpersonal communication skills.
• A commitment to outstanding client service.
• Ability to learn and utilize computerized medical records software and function in a paper-free medical environment.
• Ability to lift objects weighing 50 pounds without assistance and objects weighing more than 50 pounds with assistance.
• Ability to stay on task and work energetically for entire shift, sometimes exceeding 10 hours per day.
• Required: Knowledge of veterinary medical terminology and procedures and general computer skills.
• Required: At least one year of recent experience in an office or medical environment, with increasing responsibilities.

Job Types: Full-time

Pay: $16.00 - $19.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Employee Assistance Program

Ability to commute/relocate:

• Mesa, AZ 85215: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

Job Type: Part-time

Pay: $16.00 - $19.00 per hour

Expected hours: 16 – 24 per week

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• No nights

Work Location: In person

Salary : $16 - $19