Overview

Shiloh Animal Hospital has an opportunity for a Veterinary Receptionist to join our team!

Job Summary : The Receptionist is the first and last contact that a client will have with the hospital and a key to creating first and lasting impressions.

The Receptionist must have exceptional client service and communication skills, computer literacy, ability to handle payment and financial issues, ability to multi-task, a friendly attitude and confidence to deal with stressful situations.

The Receptionist will support veterinarians, technicians, veterinary assistants, groomers and kennel staff in daily patient and client care.

Responsibilities

How you'll make an impact :

• Maintain and uphold the Core Values and Mission Statement of MVP
• Follow all hospital standard procedures and protocols, both current and future
• Carry out all duties in a professional manner that adheres to our core values under all circumstances.
• Maintain a groomed and neat professional appearance while at work.
• Every staff member is responsible to maintain the cleanliness and sanitary condition of the entire hospital, including the waste, trash, and accidents.
• All staff members must be able to manage stress to perform duties in a calm and professional manner.
• All pets must be treated with kindness and respect at all times.
• Remain productive during slow times by seeking additional duties.
• Arrive and depart from scheduled shifts at appropriate times, ready to work, and notify supervisor of deviations.
• Attend staff and team meetings. Attend continuing education opportunities as requested.
• Maintain confidentiality regarding clients, patients, and hospital procedures / policies.
• Maintain and project a positive attitude. Instead of complaining about problems, strive to be part of the solution.
• Be able to work without direct supervision and be thorough.

Reception :

• Review the appointment lists for the day in order to greet clients / patients.
• Greet a client by name within 5 seconds of their entry into the hospital, even if busy.
• Anticipate needs of clients, including holding doors, carrying things when needed, unruly pets, etc.
• Make clients feel welcome by giving them some direction.
• Update client / patient files, including name, address, telephone numbers, emails and medical history.
• Monitor the schedule and keep clients informed of expected waiting time.
• Follow emergency protocols, assuring the client that the team will speak with them soon.
• Recognize patients with potentially contagious diseases (coughing dogs, sneezing cats, puppies with bad diarrhea) and follow isolation procedures.
• Prepare for clients arriving for euthanasias. Greet these clients with concern and compassion.
• Invoice services and medications. Educate clients regarding our products and services.
• Process and help clients with questions regarding CareCredit and Scratchpay.
• Scheduling forward as recommended.
• At invoicing, present the itemized charges. Answer client questions regarding fees.
• Collect payments by correctly processing cash, credit card, and check payments.
• Maintain medications ready for pick-up, including after-hours box.
• Make sure clients go home with everything they need at the closure of the interaction.

Client Education & Communication :

• Educate clients about common problems.
• Explain vaccinations, preventative care, and spay / neuter recommendations.
• Be able to communicate and enforce the hospital’s finance policies with poise and tact.
• Explain treatment plans by educating the client about the value of following the recommendations.
• Explain and answer questions about basic proper surgery aftercare.
• Be familiar with responses for client complaints or comments regarding their bill or their service.
• Be familiar with the practice’s website and direct clients for more information on topics or forms.
• Convey information in an appropriate way when the doctor is unavailable to speak with the client.
• Recognize the limits of your knowledge. If you lack the confidence to answer a client’s question, ask another staff member for help.
• Use the caller and pet’s name in conversations to personalize the interaction.
• Use the telephone system features such as phone tree, hold, paging, and messages.
• Schedule appointments for the hospital.
• Be able to recognize if a caller has an emergent or urgent situation and respond appropriately.
• Learn and follow the procedure for how different types of calls should be handled.

Record Keeping and Office Management Duties :

• Create, update, and maintain computer medical records according to procedure including date.
• Perform opening and closing procedures, and complete daily checklists.
• Follow-up on and reschedule missed appointments.
• Perform confirmation calls for upcoming appointments.
• Keep the front desk and reception area neat and clean.
• Reconcile invoices and money at the end of day.
• Perform call backs for appointments or outstanding concerns.
• Monitor returned checks and overdue accounts.
• Email or fax patient records when requested.

Qualifications

Required Knowledge, Skills and Abilities :

• Demonstrated commitment to MVP core values.
• Computer knowledge required- keyboarding and use of communication tools (e-mail / internet).
• Working knowledge of veterinary terminology- must be able to pronounce, spell, and know the meaning.
• Must have excellent spelling and grammar.
• Ability to handle varied and sometimes difficult conditions; will be exposed to highly emotional situations.
• Ability to display tact and respect with clients and team members, even when busy or hectic.
• Ability to conduct oneself in a confident, calm, and professional manner with clients and staff when situations are stressful and / or focused on individual tasks.
• Must feel and express a genuine liking for animals and their owners and for working in an animal care field.

We put people first and never compromise on our values.

Apply today for immediate consideration!

Mission Veterinary Partners (MVP) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Last updated : 2024-03-22