Veterinary Receptionist - PetVet Care Centers

Position Overview: Supports and adds value to an efficient organization dedicated to quality care and exceptional service. Performs a variety of clerical and customer service work in providing support to the hospital.

Essential Functions:

• Offers owners and potential owners a warm and friendly greeting in person or on the phone; answers their questions.
• Provide top-notch customer service.
• Maintain a professional appearance (clothes and attitude).
• Identify and work compassionately with clients in various emotional states.
• Responds to inquiries about the range of services the practice provides and the species it treats; refers to the appropriate department/staff member as needed.
• Coordinates the flow of pets and owners in the lobby; placates owners distressed by long waits, scheduling glitches, and other problems.
• Recognizes the symptoms of pets and owners in crisis; handles basic medical emergencies appropriately.
• Assists owners when picking up medications or special dietary products; answers questions.
• Inputs data to practice management software to check pets in; makes simple postings to accounts; compiles data for various reports.
• Types and edits a variety of correspondence, reports, memoranda, and other material ensuring accuracy.
• Receives and distributes incoming mail; processes and stamps outgoing mail.
• Performs cashiering duties; processes refunds, returns, and credits as needed.
• Organizes and processes all payment plans.
• Processes billing statements and collections.
• Coordinates and schedules appointments; calls owners scheduled for the next day to remind them of their appointments, appointment times, and any special instructions, such as the need for fasting, withholding or administering medications.
• May assist with retail sales.
• May weigh pets when they come in for exams, procedures, etc.
• Responds to client emails.
• Processes faxes.
• Shows up for work regularly; full-time presence at work is essential for every shift.
• Obtain previous records from other facilities and adds to patient chart.
• Calls clients whose pets are overdue for vaccines, grooming, medication refills, etc.
• Able to learn basic veterinary medicine terminology.
• Become familiar with retail products, medications, vaccinations, routine testing, and heartworm and flea preventatives and be able to confidently discuss with clients.
• Have a strong sense of excellent customer service and be able to provide that to clients even during high-stress situations.
• Be able to multi-task efficiently.

Receptionist Job Description:

• Able to identify conditions over the phone that can potentially be emergencies and scheduling those appointments appropriately.
• May take medication refill requests and messages for doctors.
• Able to use Windows-based computer systems, word processing, email, web search, and other skills needed to effectively use software.
• Able to reconcile the drawer and complete end-of-day duties at the close of the day.
• Performs other duties as assigned.

Competencies:

• Customer Service: Displays a desire to provide outstanding services and exceed customer expectations.
• Communication: Uses effective and appropriate methods of interacting with others.
• Energy and Productivity: Completes tasks quickly and thoroughly without prompting.
• Flexibility and Multi-tasking: Adapts easily to changing demands and manages multiple priorities effectively.
• Administrative Ability: Uses appropriate administrative and clerical procedures and systems for managing office work.
• Dependability: Demonstrates responsibility in completing all job tasks.
• Team orientation: Works cooperatively with the team to address tasks and accomplish goals.
• Organization and Attention to Detail: Monitors and reviews information thoroughly and maintains an organized system for all documents.
• Time Management: Manages time and prioritizes work tasks effectively.

Qualifications

• May consider an equivalent combination of education, certification, training, and/or experience.
• Knowledge of clerical procedures such as alphabetizing files and records.
• Ability to provide great customer service in a courteous, prompt, and efficient manner.
• Ability to perform cashier duties accurately.
• Ability to multitask and pay close attention to details.
• Depending on functional area of assignment, tasks may involve extended periods of time at a keyboard or workstation