General Information:

• Answer phones with top-notch customer service.
• Identify and work compassionately with clients in various emotional states, either due to their pet, wait times, scheduling glitches, etc.
• Respond to inquiries about the range of services our practice provides.
• Recognize the symptoms of pet(s) and owners in crisis; handles basic medical emergencies appropriately.
• Assist owners when picking up medications or special dietary products; answers questions.
• Coordinate the flow of pets and owners in the lobby
• Receives and distributes incoming mail; processes and stamps outgoing mail.
• 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.
• 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
• Obtain previous records from other facilities and adds to patient chart
• Calls clients whose pets are overdue for vaccines, grooming, medication refills, etc.
• Take medication refill requests and messages for doctors

Personal Expectations:

• Maintain a professional appearance (clothes and attitude).
• Shows up for work regularly; full time presence at work is essential for every shift
• Willing to learn basic veterinary medicine terminology
• Become familiar with retail products, medications, vaccinations, routine testing, and heartworm/flea preventatives and be able to confidently discuss with clients
• Able to identify conditions over the phone that can potentially be emergencies and scheduling those appointments appropriately
• Able to use Windows based computer systems, word processing, email, web search and other skills needed to use software.
• Able to reconcile the drawer and complete end of day duties at the close of the day
• Uses effective and appropriate methods of interacting with others.
• Completes tasks quickly and thoroughly without prompting.
• Adapts easily to changing demands and manages multiple priorities effectively
• Uses appropriate administrative and clerical procedures and systems for managing office work.
• Demonstrates responsibility in completing all job tasks
• Works cooperatively with the team to address tasks and accomplish goals
• Monitors and reviews information thoroughly and maintains an organized system for all documents
• Manages time and prioritizes work tasks effectively

Qualifications:

• High school diploma or GED
• May consider an equivalent combination of education, certification, training, and/or experience.
• Knowledge of clerical procedures such as alphabetizing files and records
• Must be flexible with scheduling and able to work some weekends and holidays
• Depending on functional area of assignment, tasks may involve extended periods of time at a keyboard or workstation and/or extended periods of time standing and/or walking
• May involve some climbing, balancing, stooping, kneeling, crouching, or crawling
• Some tasks involve the periodic performance of moderately physically demanding work, usually involving lifting or carrying moderately heavy animals (up to 50 pounds)