Receptionist / Customer Service Representative

Position Definition

Summary of Position:

The receptionist is often the first point of contact with a new client or referring veterinarian. There is only one chance to make a positive first impression and it takes exceptional service skills to make it happen. The receptionist must be friendly, professional, courteous, show urgency and appropriate concern at all times. They must be efficient in handling difficult service situations and skilled at basic accounting and cash handling. They must be positive, empathetic and optimistic at all times.

Duties and Responsibilities:

• Greet clients in a friendly, professional, and efficient manner
• Answer multi-line phone system and direct the calls accordingly
• Obtain medical and other information from referring vets
• Schedule and confirm appointments
• Check-in patients in the hospital according to schedule and prepare patient files
• Page overhead to notify appropriate departments that patients have arrived
• Scan or otherwise record medical records
• Make sure the lobby and reception areas are organized and neat, including stocking and cleaning the beverage areas for clients
• Fax, file, and distribute faxes and other documents
• Obtain deposits and other payments from clients
• Client admission and check out
• Use system email
• Print and distribute daily schedules
• Process credit applications
• Mail out prescriptions

Competencies/Requirements:

• Customer Service
• Multi-Tasking
• Cash handling
• Professional appearance-
• Smiles and positive attitude
• Computer and business system proficiency
• Verbal and written communication skills
• Phone systems

Experience with:

• Veterinary environment, terminology, and protocols
• Working effectively as a team
• Organization skills

Client Focus

Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.

Teamwork

Works with and helps others to accomplish goals.

Customer Service

Refers to the ability to satisfy the expectations and requirements of customers, both internal and external. This also refers to the Doctors and Team members as well as Clients. Displays courtesy and sensitivity and responds promptly to service requests. Identifies customer needs and explains services clearly.

Use of Technology

Able to use technology to accomplish tasks and optimize performance.

Appearance

Is appropriately dressed in order to suit the needs of the Job. Our front office staff is required to dress in a professional manner at all times. Team members must be well groomed which includes professional hairstyles and haircuts. Any employee who has contact with clients, or who works in or passes through the public part of the medical center, should dress either in their medical uniform or in "business casual" attire.

Dependability

Refers to the ability to be relied upon to perform a task in the way required and to complete the assigned job duties and responsibilities.

Attendance

Attendance refers to the consistency that an employee shows in turning up for work and completing normal work hours.

Action Oriented

Adapts to change and considers new approaches.