Overview
JOB SUMMARY
The Lead Receptionist handles all duties of the Reception position as well as leads the Reception Team. The Receptionist is the client’s first contact when calling, or visiting the practice, and represents the professional and positive image. The receptionist answers telephones, greets clients, prepares patient files, and escorts clients and patients to exam rooms, receives and relays client correspondence, and updates client financial records. This exceptional receptionist has the ability to diffuse negative client situations and foster client bonding.
Responsibilities
JOB DUTIES AND ESSENTIAL FUNCTIONS
- Demonstrate veterinary knowledge with the ability to educate and answer client inquiries about animal care, routine procedures, and guide optimal care
- Educate clients on over-the-counter products such as shampoos and nutraceuticals, as well as heartworm and external parasite preventives to promote client education and sales
- Admit and discharge patients and handle medical record entries accurately using veterinary practice software and alphabetical filing system
- Prepare health certificates, immunization certificates, laboratory requests, and euthanasia certificates
- Handle client/patient transfers with ease
- Prepare client invoices for services performed and accurately handle payment transactions
- Accurately and empathetically communicate estimates/treatment plans to clients
- Build relationships with customers to create long-term bonds with the clinic
- Create a positive and welcoming environment during client wait times
- Maintain an effective veterinarian appointment schedule, screening emergencies and prioritizing cases that need to be seen
- Answers telephones and handle calls quickly, efficiently and in a professional and friendly manner using a multi-line system
- Provide accurate follow-up on messages, calls, e-mail, or fax communication
- Maintain a positive, cooperative relationships with other associates
- Display genuine care and liking to animals and the veterinary field
- Develop client correspondence including procedure reminders, thank you cards, welcome cards, sympathy arrangements and cards, and A/R statements.
- Maintain a professional/welcoming appearance of the front office through cleaning and organization
- Offer proper upkeep for and troubleshoot office equipment including pc’s, telephones, copiers, and fax machines
- May be required to cross train and perform other duties
Qualifications
QUALIFICATIONS
- 2+ years of reception experience in a veterinary practice OR equivalent combination of experience and education is applicable
- Customer service experience preferred
- Basic computer skills using Microsoft WORD and Outlook
- Ability to participate in our online applicant and new hire onboarding process remotely
- Ability to complete computer-based training
SUPERVISORY RESPONSIBILITIES
- No, however, lead a team of receptionists
PHYSICAL REQUIREMENTS
- Ability to communicate effectively to all audiences
- Good visual acuity
- Close vision for computer work
- Comfortable around unpleasant odors, noises and animal feces
- Comfortable with exposure to animals including their actions and ailments
- Ability to lift up to 50lbs
- Repetitive wrist movements on keyboard
- Ability to sit/stand/walk for long periods of time
- Ability to walk up and down stairs multiple times per day
Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions
