Veterinary Services Receptionist

Job Title

Responsible for providing exceptional customer service, greeting guests, scheduling appointments, handling incoming calls and emails, checking patients in and out, maintaining accurate patient records, and processing financial transactions. Duties are carried out in accordance with protocols established by the Chief Veterinary Officer, Director of Veterinary Services, Veterinary Services Manager.

Essential Duties and Responsibilities

• Greet all guests in a friendly, courteous, and professional manner upon arrival and while they use the facility, ensuring a welcoming and helpful experience.
• Provide respectful and helpful assistance to internal and external guests and team members by answering questions, offering accurate information on organizational policies and procedures, and addressing the specific needs of each guest.
• Direct guests to appropriate shelter entrances based on their needs, such as admissions, adoptions, or other services.
• Manage front desk financial operations, including handling payments, issuing invoices, balancing the cash drawer, and preparing accurate end-of-day financial reports.
• Maintain an individual cash bank for all monetary transactions, ensuring accurate reconciliation of daily financial activity at the end of each shift.
• Issue, renew, and process payments for North Las Vegas pet licenses in accordance with local regulations.
• Receive and address incoming telephone calls, including transferring them to the appropriate departments and managing the general phone line efficiently; return voicemail messages throughout the workday and complete all follow-up calls before the end of the day.
• Respond to email inquiries from guests in a timely and professional manner, ensuring clear and helpful communication.
• Promote shelter events and lifesaving programs by sharing information on fundraisers, volunteer opportunities, and community outreach initiatives.
• Contact patrons daily from the surgery reschedule list to arrange new spay/neuter appointments, ensuring all details were accurately recorded in Chameleon and the Google Sheet.
• Provide patrons with guidance on appropriate vaccinations based on their pet's age and vaccination history.
• Assist foster families with supply requests, such as food and litter, and direct them to the appropriate locations.
• Schedule new and follow-up appointments for foster families and vaccine clinic guests in Acuity.
• Confirm vaccine clinic appointments one day in advance, ensuring all medical history questions were answered, and enter guest and pet information into Chameleon to streamline the check-in process.
• Update Chameleon records with microchip numbers as they are identified during vaccine clinic appointments.
• Prepare surgical paperwork by printing and organizing medical histories, microchip details, rabies certificates/tags, and surgery discharge instructions.
• Ensure all necessary brochures and information packets are properly displayed in designated areas, and the front desk remains clean and free of clutter.
• Notify appropriate team members promptly when foster appointments or walk-ins have arrived to ensure timely assistance.
• Handle animals as needed by placing them in kennels upon arrival and retrieving them for discharge, ensuring their safety and comfort throughout the process.
• Check in and check out patients efficiently using various software systems, including Acuity and Chameleon.
• Provide compassionate support during humane euthanasia procedures by offering emotional reassurance and directing clients to a quieter area of the lobby for privacy and comfort.
• File all medical forms and paperwork daily before the end of the workday.
• Receive in-kind donations from guests and distribute them to the appropriate departments before the end of the day.
• Ensure all designated areas are stocked daily with adequate supplies, promptly informing supervisors or managers of any shortages or expired items.
• Receive delivered supplies and inventory and distribute them to their designated locations.
• Maintain daily cleanliness of workspaces by removing organic debris, disinfecting surfaces and supplies, and organizing materials.
• Prevent the spread of disease by following organizational protocols and using appropriate personal protective equipment (PPE).
• Respond promptly to organizational emails, chats, and other communications to ensure efficient workflow. Communicate professionally with other departments to address discrepancies, concerns, and questions effectively.
• Contribute to the efficiency and effectiveness of the veterinary services department by actively participating in team efforts and contributing ideas for improved service delivery.
• Communicate in a professional and courteous manner, providing accurate information and assistance to team members and the general public.
• Report concerns and incidents promptly by notifying management of any unusual situations or emergencies.
• Maintain professionalism and composure while working in a fast-paced, high-stress environment.
• Wear organizational-issued attire and maintain a professional appearance at all times.
• Other duties as assigned.

Education and Experience Requirements

• Equivalent to a High School diploma.
• One (1) year of clerical or administrative experience is preferred.

License & Certification Requirements

• None.

Required Knowledge and Skills

Knowledge of:

• Principles and practices of customer service.
• Financial and accounting policies and procedures.
• Financial record keeping and bookkeeping practices and techniques.
• Basic practices of reviewing financial documents for completeness and accuracy.
• Standard office practices and procedures, including filing and the operation of standard office equipment.
• Record keeping principles and practices; basic computer applications related to the work.
• Techniques for dealing effectively and professionally with co-workers and the public, in person and over the telephone.
• MS Word, MS Excel, Google Chrome, Chameleon, Google Apps, and other basic computer related skills.
• Correct business English, including spelling, grammar and punctuation.
• This position may require proficiency in speaking Spanish, as well as English. Proficiency in Spanish is preferred.

Skill in:

• Customer service and telephone etiquette in a high volume setting.
• Working well under pressure in a very fast paced, stressful environment, while maintaining a calm, helpful, professional manner.
• Projecting a positive, upbeat and personable demeanor.
• Attention to detail and multitasking.
• Making accurate arithmetic calculations.
• Reviewing financial documents for completeness and accuracy.
• Gathering and compiling information; preparing accurate reports and summaries.
• Dealing tactfully and effectively with staff, volunteers and the general public.
• Understanding and following oral and written directions.
• Reviewing, posting, balancing and reconciling financial records.
• Maintaining accurate financial records and preparing accurate and timely reports.
• Use of business software and associated computer hardware.
• Communicating effectively in oral and written forms.
• Working without close supervision in standard work situations.
• Contributing effectively to the accomplishment of team or work unit goals, objectives and activities.
• Communicating, relating and interacting with a variety of individuals from various socioeconomic, ethnic and cultural backgrounds, in person and over the telephone, often where relations may be confrontational or strained.

Working Conditions and Physical Effort

Physical ability and mobility to work in a typical office environment. Strength to lift and/or move materials weighing up to 10 pounds frequently, 25 pounds occasionally. Vision to read printed materials. Stamina to sit and work with a computer for an extended period of time. Hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Team members are continuously exposed to animals, animal waste, pet dander, peanut butter, cleaning chemicals, high noise and potentially hazardous conditions, including the risk of animal bites and occasional work outdoors for extended periods of time while exposed to cold and extremely hot temperatures.

All team members work in a culture of continuous improvement and are expected to support our mission. Team members must be able to clearly articulate our goals, actively participate in outstanding customer service, and accept responsibility for maintaining our culture of philanthropy.

This job description is intended to describe the general nature and level of work expected of this position. This description is not intended to be construed as an exhaustive listing or description of all responsibilities, duties and skills required of incumbents in the job.

I have read and understand the above to be a general description of the duties, physical demands and occupational exposures of the position for which I am being hired.