SMALL ANIMAL RECEPTIONIST

RECEPTIONIST/CASHIER

Introduction

The purpose of this position is to serve as receptionist at Valley View Animal Hospital, to perform record keeping duties, to perform clerical duties related to animal patient care and treatment, and to provide miscellaneous support to the veterinary practice manager and staff. This position requires a practical knowledge of hospital organization and services, the basic rules and regulations governing visitors and animal patient treatment, data transcribing, word processing, and a practical knowledge of the standard procedures, veterinary records and terminology used in the hospital.

MINIMUM QUALIFICATIONS:

Knowledge Of: General office practices and procedures including filing systems; receptionist and telephone techniques

Ability To: Perform clerical work with speed and accuracy answering multiple phone lines;

Typing speed of at least 45 words per minute;

Greet clients graciously and recognize the responsibilities involved in responding to client questions;

Understand and carry out oral and written directions;

Proficiently handle all forms of monies;

Maintain a neat professional appearance;

Maintain a harmonious and cooperative relationship with those contacted in the course of work

Education: Equivalent to completion of 12th grade

Experience: At least two years recent experience in general office work with increasing responsibilities

Recent experience at a veterinary hospital is a bonus

MAJOR DUTIES

Receive telephone and personal callers, screen those that are handled by other staff members and take care of routine calls. The routine calls and provide knowledgeable sub-professional advice concerning the care and treatment of animals.

Follow established hospital policies and procedures in referring clients for immediate treatment of their animals when requests are accompanied by complaints of acute symptoms. Determine nature of injury/illness and attempt to reassure distressed pet owners. Determine whether immunizations/tests are current. Recommend update of necessary immunizations/tests to clients.

Schedule appointments for the appropriate doctor after obtaining all necessary data concerning the animal and owner. Prepare all required forms such as animal clinical records, health certificates, immunization certificates, and euthanasia certificates in advance, if possible.

Review charts of patients being admitted for surgery and/or appointments for completeness of information and make new appointments or note changes in patient status as necessary. Weigh patient and escort the client/patient from waiting room to examination room. Assure that all financial obligations are met by owners or that acceptable arrangements have been made with Care Credit.

Collect client fees, make change, process credit cards, assist in making count of cash box. Prepare the daily posting report; balances cash and checks daily and makes bank deposits. Verify eligibility of established clients who have ledger accounts.

Perform over-the-counter selling of specialty merchandise comprised of sundry veterinary items. Exercise a technical knowledge of products sold and demonstrate salesmanship abilities. Explain and demonstrate products, answer questions concerning products, record sales slips, make change and wrap/bag merchandise.

Fill veterinary prescriptions with appropriate medication; provide routine instructions to owners concerning Rx for medications. Collect lab specimens from pet owners, match with patient chart and provide to exam room assistant or RVT.

Answers questions regarding the status of hospitalized animals as directed by the attending Doctor of Veterinarian Medicine

Maintains the appearance of the business office.

Assist in the updating of client files; prepare and mail sympathy cards and “welcome wagon†listings. Follow-up with clients when clinic records indicate no recent visits; determine whether other veterinary facilities have been used or whether the client still owns the animal(s).

As required, enter data into the computer system, retrieve and modify stored records. Follow a specified sequence of steps to activate IntraVet and AllyDVM to respond to specified operating signals or data rejections. Follow established program for each transcribing assignment, or other situations that deviate from the purchased software, Word Documents/Picture files. Program includes, but is not limited to, such areas as receipt and/or invoicing to update medical/financial records; accounting to include the general ledger, accounts payable, accounts receivable, billing and aging of accounts, client records, pet records, medical records, word processing to produce letters for general correspondence and special mailings to clients, etc.

CONTROLS OVER WORK

Works under the direct supervision of the Hospital Administrator who will indicate general assignments, limitations and priorities. Recurring assignments are performed independently. Deviations or unfamiliar situations are referred to the supervisor. Completed work is reviewed for technical accuracy and compliance with established procedures.

Veterinary Knowledge

· Exercise appropriate veterinary medical knowledge. Utilize in-house educational materials and continuing education provided by the hospital.

· Exercise knowledge of the hospital’s programs, products and services.

· Attend weekly/monthly staff meetings.

Personal Conduct

· Adhere to all hospital policies and standards regarding uniforms, grooming, smoking, personal calls, etc. as stated in the hospital procedures manual.

· Serve as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients and other members of the hospital staff.

Punctuality and Attendance

· Adhere to the posted work schedule. Arrive for work promptly and be ready to begin working at the start time. Follow hospital policies for reporting lateness or absences.

· Utilize the time clock to clock in and out at the beginning and end of each day and during breaks.

Attitude/Teamwork

· Demonstrate initiative and teamwork in everyday duties by seeking other work to do during slack times, assisting other employees within the practice, and filling in for other employees as needed.

Organization/Time Management

· Organize work area and exercise time management skills to maximize personal efficiency within the practice. Prioritize tasks and handle multiple tasks in a calm, organized manner.

Other Significant Facts

Skills and Knowledge:

Knowledge of hospital procedures and operating instructions for making appointments, assembling patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.

Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports according to alpha, numeric or subject matter headings.

Personal contacts are with animal owners affected by a variety of problems, visitors and other staff members. Considerable tact and diplomacy is required. Must accurately relay owner’s account on the medical complaint(s) of the animal(s) involved to the staff members who will be involved in treating the patient(s).