Veterinary Receptionist

Job Description

Job Description

We are a busy mobile veterinary dermatology practice that only sees pets with skin and ear problems. We are seeking a part time to full time veterinary receptionist.  The job responsibilities and description are outlined below.  Previous receptionist experience preferred.  Must be willing to drive to all locations (North Miami, South Miami and Homestead).   

You must be dependable, detail oriented, have self initiative, be a quick learner and have great customer service skills. It's a plus if you speak Spanish. Salary will depend on experience level.

Our application process entails: reviewing a current resume, filling out our application form, reference contact, phone interview and then work interview.

Watch our video on You Tube so that you see what we are all about and then message us so that you can be part of our great team:

COVID 19 Disclaimer: We are a veterinary business that is considered essential and still seeing patients. We care for our staff and are doing everything possible to protect them. We are only seeing clients thru curbside service, therefore, clients are not allowed into the clinic. All communication with client is done over the phone. We provide PPE for our staff.

Position Summary

A receptionist focuses on client service and communication. He or she is the first and last contact with the hospital and key to creating first and lasting impressions. The receptionist must have exceptional client service and communication skills, computer literacy, handle payment and financial issues, ability to multi-task, friendly attitude and confidence to deal with stressful situations. Receptionists support veterinarians, technicians, veterinary assistants, groomers and kennel staff in daily patient and client care. They communicate with clients in person, by phone, text and e-mail.

Job Responsibilities

Client Relations Duties, 80%:

• Greet clients and pets by name
• Answer phones promptly and professionally using a multi-line phone system
• Screen and route calls to appropriate staff
• Provide phone shoppers with descriptions of services first, price last
• Receive and transmit faxes
• Take and deliver messages promptly to appropriate staff, pulling medical records of patients so staff can properly document information
• Note in medical records the details discussed during client conversations including the date, time, key points of the discussion and any action required
• Ensure the reception area and exam rooms have current reading materials (within two months of publication date) and are clean and odor free
• Check medical and computer records for accurate client addresses, phone numbers and e-mails
• Schedule appointments and surgeries according to hospital scheduling guidelines
• Make surgery and appointment confirmations calls
• Answer clients’ questions about veterinary services and products and provide knowledgeable advice about wellness, prevention and diseases
• Address clients as Mr., Mrs. or Miss
• Always refer to the veterinarian as doctor. Do not use the doctor’s first name in the presence of clients.
• Prepare consent forms, estimates/treatment plans and be able to discuss the hospital’s financial policies with clients
• Sell retail items and pet food
• Maintain a clean, neat reception area and front desk
• Foster collaborative relationships with other team members and departments

Financial Duties, 10%:

• Enter accurate charges
• Explain invoices to show value for the care provided, stating all services and products provided before the total
• Collect payment when services are rendered, including making change for cash payments, processing credit cards and getting proper ID for checks
• Verify the eligibility of clients with charge accounts (where applicable)
• Print or record the end of day financial balances, ensuring they are accurate
• Know fees for routine services
• Balance cash drawer at end of day/shift

Administrative Duties, 7%:

• Update reminders
• Backup computer records according to practice’s operating procedures
• Maintain adequate supply of client education materials in the reception area (i.e. brochures, handouts, business cards, etc.)
• Prepare forms such as new client registration, medical records and lab results
• Review medical records of discharged patients for completeness and accurate charges. Based on your review, refer medical records to a doctor or technician for further review.
• Schedule rechecks and enter callbacks
• Prepare welcome packets for new client folders/gift bags
• Ensure treatment and procedure forms are signed and an emergency number is noted
• Admit/discharge or delegate admission and discharge of patients for procedures to appropriate hospital staff
• Maintain appointment book and procedure reservations
• Retrieve, update and file patient medical records
• Keep reception desk and waiting room neat and clean
• No eating is allowed at the front desk
• Clean up after pets’ accidents in the reception area, exam rooms and exterior sidewalks and parking lot
• Water and maintain plants in waiting and exam rooms
• Collect specimens that clients bring in for lab analysis, label and take to the lab area. Note the date and time of specimen collection in the appropriate hospital log to ensure they are completed and the client is notified of the results. Place corresponding medical file in appropriate area.
• Call clients whose pets are overdue for services
• Purge files according to practice-management policies
• Determine why the client is inactive and report the reason to the practice manager to identify trends

Client Education & Marketing Duties, 3%:

• Have a thorough knowledge of flea/tick preventatives
• Sell and promote retail items
• Mail thank-you, sympathy and welcome cards
• Promote practice protocols on wellness and prevention

Educational Requirements & Skills Needed

Educational Requirements:

• High school diploma or equivalent
• Experience in customer service

Skills Needed:

• Ability to work in a fast-paced environment
• Computer literacy
• Understand veterinary terminology
• Exceptional customer service skills
• Keep accurate medical records, clerical work
• Educate clients
• Promote hospital products and services
• Support team members

Physical Obligations:

• Able to lift patients and carry equipment up to 25 pounds; ability to lift patients or carry equipment over 25 pounds with assistance
• Endure sitting, standing and walking on hard floor surfaces for extended periods
• Type information for patient records and prescription labels into the computer
• Able to work in noisy work conditions with sounds from animals and equipment
• Take safety precautions for exposure to toxins, drugs, anesthesia and radiation