Receptionist

Come join our team! We are currently hiring for Receptionist positions.

To perform client service procedures and provide support and assistance to clients, veterinarians and other staff as necessary. They are responsible for maintaining the cleanliness of the front office and lobby area. Receptionists should have proven customer service experience, strong communication skills, both verbal and written, and the ability to maintain a calm, courteous and professional demeanor under stressful circumstances. Receptionists must execute tasks with great attention to detail and thoroughness. Be willing to undertake other duties as assigned.

General Information

• Be familiar with the employee handbook, our Mission Statement and Core Values.

• Know the range of services the practice provides and the species treated.

• Always be in position and prepared to start your shift at the scheduled time.

• Maintain accurate clock-in and clock-out times with ADP; submit correction forms quickly if needed.

• Follow OSHA safety standards. Be able to find Safety Data Sheets quickly.

• Maintain a professional appearance while at work, including clean and pressed uniforms or clothes.

• Change clothes daily as necessary to look professional and avoid carrying odors.

• Show respect for clients, team members and patients (alive or deceased) at all times.

• Maintain constant confidentiality regarding clients and patients for whom the practice provides veterinary services.

Education and Knowledge

• Receptionists must have a high school diploma or GED.

• Speak and write the English language competently.

• Ability to use standard office programs and equipment as well as specific veterinary software.

• Complete in-house training within 90 days.

• Complete additional training as assigned in a timely manner.

• Learn and use standard medical and hospital abbreviations.

• Use proper medical terminology when speaking and writing.

• Be willing and able to teach other staff members receptionist duties.

• Attend and participate in all staff meetings and annual training.

• Be reasonably familiar with breeds and coat colors for dogs and cats.

• Be familiar with infectious and zoonotic diseases, including their prevention and steps to reduce or eliminate transmission.

Standard Duties Client Service

• Answer ringing phones as quickly as possible

• Direct calls with accuracy and professionalism

• Greet all clients coming into the hospital and ask how you may help them

• Be aware of waiting times and be responsive to those who have been waiting

• Provide directions to the practice

• Have an understanding of common ailments treated and ability to triage need for emergency appointments.

Client correspondence

• Call clients to confirm upcoming appointments

• Call clients to follow-up on progress from past appointments

• Send welcome cards to new clients

• Send thank you cards to clients for referrals

• Send sympathy cards to clients whose pets have died and call owners regarding return of cremains and pawprints

• Respond to e-mails, faxes and Idexx message center notifications

Coordinate Patient Flow

• Maintain schedules

• Assist clients in scheduling for appointments, surgeries, and boarding

• Know individual veterinarians - species they will see and surgeries they will perform

• Be aware of the existing work-load for when scheduling new appointments.

• Check-in protocol

• Verify reason for visit and related history

• Verify vaccination history and inform client if vaccines are necessary

• Obtain patient weight on the scale where size appropriate

• Prepare all necessary paperwork including medical record documentation, cage cards

• Inform relevant staff members of patients waiting for veterinary and technician appointments

• For patients staying in the hospital for exams or surgeries; ensure all collars (exception is a Seresto collar), harnesses and leashes are removed prior to them being placed in their kennel. Cats should be removed from their carriers unless it is not safe to do so.

• Check-out and hospital discharge protocol

• Ensure corresponding charges for all services performed are entered accurately

• Make sure client has all medication and personal belongings when discharged

• Inquire if clients need any supplies (heartworm preventive, food, etc.), provide information about the retail products we sell and assist in finding what the client needs

• Inform clients of their account balances and process payments in the computer and through the credit card machine and cash drawer

• For patients discharging from the hospital or surgery; electronic signature captured on the discharge Paperwork

• Inform staff of the patient’s readiness to be taken to owner

Records Maintenance

• Create new client and patient accounts with accurate information and update existing client information as needed

• Update records in computer daily

• Check patient reminder status in computer for completeness and accuracy on all patients

• 
  Daily deposit slips and cash drawer management

• Follow established closing procedures to ensure the security of patients, staff, data, revenue, inventory, and the facility.

Work Area Maintenance

• Dust, clean and organize reception area (front desk and waiting area) daily

• Clean, maintain and stock retail displays daily

• Keep magazines and client brochures current, well stocked and organized

• Notify Team Leader of any items which need to be ordered

Staff Assistance

• Provide support and assistance to veterinarians, practice manager, technicians and kennel staff as necessary

Working Environment

• • Exposure to various cleaning chemicals, animals, noises and various physical activities. We are an OSHA compliant practice
• • Employee morale is very important at Brown Veterinary Hospital. We require our employees to focus their energies on work instead of participating in fruitless gossip.
• • Follow the dress code as outlined in the employee handbook. We have an image we wish to project to the community; therefore, we have a policy in place which everyone is expected to follow. Personal hygiene is also an important aspect of the dress code. You must maintain your personal appearance to continue employment at our hospital.
• • Maintain an even, friendly demeanor while on the job. Perform job tasks efficiently without rushing.
• • Handle stress and pressure with poise and tact.