The Veterinary Receptionist is an invaluable member of the hospital team who works on site directly with a Hospital Manager, Veterinarians, and supporting medical staff to provide exceptional customer service while maintaining a smooth and efficient flow of clients and patients through the animal hospital. 

Job Responsibilities

·         Responsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and check-out process. Models a professional and courteous manner with staff and clients.

·         Follows established policy and procedures in scheduling clients for prompt treatment of ill and/or injured patients, as well as proper scheduling of patients in need of vaccinations, rechecks, surgeries, in-hospital procedures, and other services that require the doctors’ and technicians’ time.

·         Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc.

·         Pulls patient charts for daily scheduled appointments and collects information to make necessary updates, including the creation of new charts, when appropriate.

·         Assists technician in filling prescriptions with appropriate medication and providing routine instructions to owners on the proper administration of the medication.

·         Performs over-the-counter sales of merchandise such as prescription diets, shampoos, flea and tick control products, heartworm, etc. Demonstrates a technical knowledge of products and is capable of assisting clients with their product needs.

·         Invoices clients, collects fees, makes change, inputs credit card information, and obtains authorization for credit charges following the credit policies of the hospital.

·         Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital. Responsible for advising hospital staff about incoming emergencies.

·         Maintains appearance and cleanliness of the waiting room and reception area, including re-stocking of products, office supplies, client educational materials, hospital brochures, etc.

·         Monitors client wait times and communicates with support staff to ensure timely patient care.

·         Prepares and sends welcome letters, new client information forms, referral and thank you letters, condolences, long wait notes, and other correspondence for the doctors and/or Hospital Manager.

·         Demonstrates a full working knowledge of PIMS procedures and functional applications.

·         Handling a large call volume, placing multiple lines on hold, answering calls in the order they are received, ensuring low hold times and timely service.

·         Performs follow up calls checking on patients that visited recently or were seen at an emergency facility.

·         Corresponds and manages scheduling with referral partners.

·         Responds to client and referral partner emails in a timely manner.

·         Communicates professionally with clients and monitors AllyDvm text messages from clients.

·         Acts as a liaison between Veterinarians and clients to communicate care recommendations, medication needs, upcoming appointments, blood work and procedure fasting protocols, etc.

·         Obtains and uploads medical records/ documents from previous and referring veterinarians for new and existing clients.

·         Contributes to opening and closing duties including cleaning, stocking, balancing till, creating revenue packets, and deposits.

·         Faxing written prescriptions to outside pharmacies.

·         Scanning in documents and maintaining medical records.

·         Updating client and patient alerts in the electronic medical record.

·         Communicating client concerns with veterinarians and management team.

·         Obtaining patient weights during appointment check ins.

·         Reviewing invoices with clients.

·         Performing reminder calls to ensure patients receive vaccinations, exams, lab work, and preventatives at their scheduled cadence.

·         Assist with navigating Euthanasia appointments including setting up, offering condolences and upmost care of patients and clients during their time of need.

·         Assisting clients to and from their vehicle with their pet, merchandise, etc. when needed.

Skills and Basic Qualifications

·         High school diploma or GED required. Bachelor’s degree preferred.

·         Prior client service experience in related area preferred but not required

·         Proper telephone etiquette and client service excellence

·         Basic veterinary medical knowledge, including products and services

·         Excellent oral and written communication skills

·         Basic computer skills (Microsoft Office, e-mail, and practice management software experience preferred)

·         Strong organizational skills with ability to multi-task and still attend to details

Physical Capabilities:

 Ability to sit/stand for long periods of time

·         Ability to be present and on time for the entirety of scheduled shifts

·         Frequent brisk walking, kneeling, sitting, standing, crouching, stooping

·         Ability to lift less than 40 pounds without additional assistance. Heavier lifting may be required with the assistance of additional team members