Receptionist

  Receptionists are the customer-relations experts in our veterinary practice. They are the clients’ first impression of the practice, on the phone or in person. Receptionists must possess strong organizational skills, excellent telephone and in-person communication skills, and the ability to remain calm under pressure. Receptionists must have compassion for animals and their owners and understand the stress that patients and clients endure. 
          Receptionists are responsible for greeting clients; differentiating routine cases from emergency cases; scheduling appointments; entering client, patient, and financial data into the computer; generating invoices and explaining them to clients; processing payments; and managing the retrieval and storage of medical records. 
Receptionists should expect to spend nearly all of their workdays at the front desk. The position requires the completion of a high-school degree or further education, competence in the English language, patience, and a pleasant manner.

General Knowledge
· Know the range of services the practice provides and the species it treats.
· Be reasonably familiar with breeds and coat colors.
· Follow OSHA standards. Be able to find Material Safety Data Sheets quickly.
· Know standard medical and business abbreviations.
· Use proper medical terminology when speaking and writing.
· Competently speak and write the English language.
· Understand the life cycle and pathology of common parasites (intestinal parasites, heartworms, fleas, ticks), and know the names of most common preventatives, recommended treatments, and diagnostics.
· Be familiar with zoonotic (contagious) diseases, including their prevention and steps to reduce or eliminate transmission.
· Communicate with clients about the various pet-identification systems available, including tags, tattoos, and microchips.
· Know the policies regarding provision of veterinary care, treatment of stray animals, deposits for hospitalized patients, payments, credit, pet health insurance, and finance fees.

General Tasks

· Always be in position and prepared to work by the start of each scheduled shift.
· Maintain accurate personal time cards.
· Enter the practice through the front door so that you see what clients see. Routinely pick up trash or feces from the parking lot, sidewalks, or entryway.· 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.
· Smile and maintain an even, friendly demeanor while on the job. 
· Perform job tasks efficiently without rushing. 
· Handle stress and pressure with poise and tact.
· Show respect for clients, team members, and animals (alive or deceased) at all times.
· Prioritize tasks to maximize client satisfaction and patient health.
· Maintain a list of tasks and engage in productive work during slow periods.
· Assist other employees as needed. Take over for colleagues when they are called away to another priority.
· Read and refer to the personnel policy manual for answers to staff policy questions before asking the owner(s) or manager(s).
· Participate in your performance appraisal, and, as requested, in those of others.
· Participate in all staff and training meetings.
· Conduct tours of the practice and/or kennel. Before each tour, ensure that the facility is orderly and that staff and patients are prepared for tours.
· Maintain constant vigilance regarding open doorways that could allow pets to escape from the facility.
· Maintain strict confidentiality regarding clients and patients for whom the practice provides veterinary services.
· Be prepared to handle any facility emergency that may arise, including facility fire or weather-related emergencies. Follow contingency plans.
· Follow established closing procedures to ensure the security of patients, staff, data, revenue, inventory, and the facility.