The role of a veterinary receptionist is to provide an exceptional standard of care for all patients and clients thru offering a friendly greeting by phone and in person. Receptionist are the first point of contact for clients utilizing the services of Tender Care Veterinary Center. It is the responsibility of the veterinary receptionist to schedule appropriately over the phone, greet all clients that enter the Center, and ensure the clients are comfortable in a clean reception area. Veterinary receptionists perform all designated call back and reminder calls per doctor’s request. They aid in achieving greater efficiency by ensuring the front office moves quickly so clients are not waiting. They have a significant role in communicating with and educating clients about pet health and well-being.
High school diploma or equivalent
Previous on the job training desired
Previous experience in the veterinary field desired
1-2 years experience in a customer service field required
- Minimum 18 years old
- Genuinely enjoys and shows compassion when working with animals and able to deal with them even when they are stressed, ill or in pain
- Can stay calm and efficient during medical crisis
- Is well-spoken and approaches his/her job duties in a mature nature
- Has excellent communication skills
- Will not share or discuss personal information or personal financial information of self or others or Center with coworkers, clients, vendor reps as long as you are an employee at TCVC
- Conduct oneself with a respectful, confident, friendly, professional and positive attitude, as well as maintain professional conversations (no gossiping), while working in the Center, with clients, vendor reps, doctors and staff members, even when stressed and/or focused on individual tasks.
- Minimize personal phone calls, text messages, emails, etc to emergency only while “on the clock”, utilizing your own time during breaks.
- SMOKING AREA- designated behind the crematorium
- Dress code: will be required to wear clinic provided scrubs with embroidered name or name badge; opt for every other Friday (1st and 3rd of the month), dress down into scrubs of your choosing as long as they are fitted and clean
May be exposed to unpleasant odors, noises and animal feces/urine. May be exposed to bites, scratches and contagious diseases.
- Able to handle clients when they are upset or angry and handle the situation appropriately by alerting the management team when necessary.
- Answer the phone in a professional manner to schedule appointments, refill meds, and direct to the appropriate person if they have medical questions. No medical advice to be given over the phone unless stated by a doctor.
- Understands how to navigate cornerstone to efficiently schedule appointments, check clients in and out, and look up records of patients, input records into patient file, invoice appropriately and ensure accuracy, X-charge processing.
- Maintains client records by documenting all medical conversations had with clients
- Greets client in reception, and checks them in, client form/waiver
- Ensures record is updated and correct, reminders accurate
- Ensures clients are not waiting longer than 10 minutes by paging to be sure the technician is aware client is checked in, or see if they are running behind so client can be notified
- Able to check clients out in a timely manner, even if the phone is ringing and there is a lot going on up front, able to maintain organization to keep workflow moving and attend to client needs
- Ensures clients have all Rx and questions answered before checking them out; goes over invoice and double checks Rx medication
- Understands all vaccinations, core vs elective and vaccine protocols, thereby being able to explain well to clients their pets needs/ requirements
- Keeps drawers organized and stocked with necessary supplies, printer stocked with paper, and ensures the front office is appropriately stocked by alerting the management team when supplies are low
- Basic client education–explaining the importance of preventative care, vaccines and surgical necessities, able to appropriately give estimates over the phone for routine procedures
- Calls clients to remind them of upcoming appointments, calls to inform them of any preventatives or procedures necessary to their pet’s health; rescheduling if appointment was missed
- Ensures follow-up has been scheduled
- Ensures call back is reminded in computer
- Keeps appointment flow running smoothly, ensures teamwork and considerate communication
- Keeps reception area clean and organized throughout the day, ensure client bathroom is kept clean, and assists in the end of day cleaning wherever needed
- Maintains outside grounds free of garbage, feces daily; cleans windows
- Runs EOD/EOM and checks balance reports for accuracy
- Understands the importance of a clean and orderly facility that smells good!
- Does not hesitate to clean or organize as part of a normal job duty
- Maintains dishes
- Daily vacuuming and mopping of floors with provided equipment and supplies, empty all trash cans
- Cleanliness of exam rooms, client restroom, break room, lobby based on daily duties
- Informs Owner of any building issues or equipment in need of service
- Proper care and maintenance of all equipment
- Maintains outside grounds free of garbage, feces daily
- Calls prescriptions into outside pharmacy the same day as requested by the client or doctor
- Prepares in house pharmacy refill requests for clients to pick up within 24 hours with prior doctor approval adhering to exam and blood work protocols
- Authorized personnel only
- Performs any other duties requested by the Owner, Doctor, or Practice Manager as needed for effective Center operations