Trinity Animal Hospital
RECEPTIONIST JOB DESCRIPTION
Receptionists (who are also called customer service representatives or client-relations specialists) are the customer-relations experts in a 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. Ideally, newly hired receptionists will possess computer skills and have had cashier and related front-office work experience.
Responds to all staff
Required Annual CE: 7.5 hours
General Knowledge and Tasks
Be able to give clear directions to the hospital, and to the satellite clinics.
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, heart-worms, 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, 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.
Have basic knowledge of county license requirements.
Always be in position and prepared to work by the start of each scheduled shift.
Maintain accurate personal time cards, and utilize time card adjustments as
Observe 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 uniforms,
pleasant odors, and no offensive body décor.
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
Have the physical strength and ability to stand for an entire shift when needed, and
be able to lift pets and objects weighing up to 40 pounds without assistance, handle
repetitive up-and-down or back-and-forth motions, and work while bending. Be able
to assist in lifting patients weighing more than 40 pounds.
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.
Escort clients or other parties through the hospital in a professional and eloquent
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.
Face-to-Face Client-Interaction Tasks
Cordially greet arriving clients and patients, and address each by name.
While handling phone calls, acknowledge the arrival of people in the reception area
with eye contact and/or a hand wave.
Review consent forms with clients and have clients sign the forms.
Advise clients of special call-in times to check on patients or speak with doctors.
Using reminder, recall-system, and outpatient-visit and patient-admission protocols,
advise clients of recommended services for their pets.
Explain special programs or services offered by the practice.
Advise clients of significant changes in policies or services since their last visit.
Provide clients with accurate and thorough information about all over-the-counter
products. Understand and explain internal- and external-parasite products as well as
diets, dental products, and behavior management tools.
Refer product questions you are unable to fully or accurately answer to doctors or
Give estimates for services to be performed on patients.
Provide clients with handouts and brochures regarding relevant medical conditions,
surgeries, immunizations, internal and external parasites, pet insurance, and diets.
Explain delays to clients. Ensure the comfort of clients and patients during their
waits. Reschedule appointments as needed.
Placate and/or compensate clients distressed by long waits, scheduling glitches, and
Escort clients and patients to clean, empty exam rooms free of persistent, offensive
odors, when requested.
Assist clients with unruly or unrestrained pets. Ensure that all dogs are leashed and
that cats and smaller pets are caged. Isolate aggressive pets. Request assistance
Monitor patients’ behaviors and note potentially aggressive behaviors. Use caution
when handling aggressive or potentially aggressive pets. Request assistance when
Offer water to clients or patients in need (or withhold water from patients as
Handle angry or grieving clients in a calm, reassuring manner. Escort complaining or
angry clients from the reception area to a separate, closed room where their
complaints may be heard privately. When necessary, enlist a doctor or the office
manager to resolve the complaint.
Dispense prescribed medications and diets to clients. Discuss dosing and
administration instructions to ensure that clients understand the use of prescribed
products. Advise clients of common side effects of dispensed medications as
instructed by doctors or technicians.
Ensure follow up appointments such as suture removals, rechecks, or other follow
up care is scheduled appropriately.
Provide basic grief counseling and arrange for more in-depth counseling for clients
in need. Always be sensitive to background chatter or conversations that could
exacerbate the anxieties and grief clients experience during euthanasia or deaths
of their pets.
Provide clients with information regarding options available for the remains of
Assist clients to their cars if necessary.
Client-Interaction Telephone Tasks
Use clients’ and patients’ names during conversations.
Schedule appointments for exams, rechecks, surgeries, medical procedures,
boarding, grooming, etc.
Call clients with hospitalized pets to provide patient status updates.
Provide basic pricing information to callers. Respond in a manner that encourages
potential clients to visit the practice.
Answer routine questions or refer callers to the appropriate colleagues.
Receive and record prescription-refill requests.
Schedule euthanasia to maximize the comfort of clients and patients while allowing
the practice to run efficiently.
Schedule house calls or farm calls according to written guidelines.
Call clients scheduled for the next day to confirm their appointments, appointment
times, and special instructions, such as the need for fasting or withholding or
Call clients on the callback lists to check on patients’ well-being and answer
Call clients who missed appointments and reschedule their appointments.
Seek the assistance of doctors or technicians immediately when assessing
potentially critical patients.
Verify and obtain approval from a veterinarian prior to dispensing or delivering
medication to a client.
Ensure that doctors, technicians, and assistants enter occupied exam rooms within
reasonable time periods.
Obtain current patient-status reports or updates from doctors, technicians, or
Prepare medications and prescriptions for dispensing as directed by the doctor.
Ensure that each prescription label contains the following information: doctor’s
name; practice’s name, address, and phone number including area code; date;
patient’s and client’s name; medication name, strength and volume (or number);
administration instructions including route of administration, such as by mouth or in
the ear; and expiration date.
Inform the practice manager or doctors immediately of all bite or scratch wounds you
suffer so that reports can be made and you can be referred for timely medical care
by a physician, if necessary. Clean all wounds quickly and thoroughly.
Update hospitalized patient updates, inform owners of patient progress, and
schedule discharge appointments with appropriate staff.
General Telephone Tasks
Know phone functions, including hold, intercom, transfer, and forwarding.
Understand messaging systems. Understand phone transfer between in hospital cell
phone and emergency phone.
Answer the phone by the third ring and use the three step answer.
Smile while answering and talking on the phone to enhance the friendly quality of
Manage multiple phone lines effectively; prioritize phone calls. If placing calls on
hold always ask “if they are having an emergency” before placing on hold.
Transfer calls to emergency cell phone or in hospital phone during non-operational
Call in prescriptions to outside pharmacies.
Transcribe messages from cell phones or in hospital or emergency cell phone and
distribute messages appropriately.
Accurately record messages for doctors and staff. Note the caller’s name, date, time
of call, return phone number, and message. Notify recipients of urgent messages
immediately. Place routine messages in the appropriate areas. Use message pads
for all written messages.
Medical-Record Management Tasks
Daily Medical-Record Preparation Tasks
Upon the client’s arrival, check patient into appointment calendar and/or facility
calendar. Document on the patient’s medical record a brief synopsis of the reasons
for the visit.
Check for and enter phone, address, and email updates in clients’ records.
Check for and enter medical updates (spay/neuter status, immunization status,
microchip number) in patients’ medical records.
For patients that are being admitted, ensure consent or other forms, and
identification forms are completed.
Document all conversations with owners in relation to patient status/updates,
responses to treatment and/or medication, fiances/accounting, or other pertinent
client concerns or praise in the appropriate areas in their records.
Medical-Record Filing Tasks
Understand the medical-record filing system.
Know all possible locations for storage of records, business filings, rabies/west nile
folders, mailing supplies, county and certificate folders, identification tags, etc.
Properly use bins or slots.
Accurately file all invoices, receipts, records, etc.
Check for misfiled records and file them properly.
Understand the definition of an “inactive” client or patient record. Remove or “purge”
records of patients who meet the inactive status. Store these records as directed,
and know where inactive files are stored.
General Medical-Record Tasks
Ensure that medical charts are complete and that they include current laboratory test
results, doctors’ notes, and forms. Ensure that records have been updated to reflect
financial transactions, medications and products dispensed, weights, immunizations,
Scan forms and attach to appropriate record areas.
Understand and properly use special record notations, including male, female,
aggressive, caution, no credit/charging, and inactive.
Transfer patient records upon written request of clients and approval of attending
doctors or the practice owner.
Reception-Area and Front-Office Tasks
Front-Office Management Tasks
Train new receptionists in the basic skills of the position and the practice’s
Train receptionists in the areas where they need to expand their skills and
Repair malfunctioning equipment or bring the malfunction to the manager’s attention.
Assist clients in payment options and get approval from appropriate staff for credit
Reception-Area Housekeeping Tasks
Keep the reception area clean and organized by dusting, picking up trash, and
organizing the work area.
Vacuum or sweep the reception area and waiting room as needed to keep these
areas clean and free of hair.
Place mats on the floor and towels by the door on rainy or snowy days to prevent
clients and patients from slipping and to minimize the tracking in of water and mud.
Utilize wet floor sign when necessary.
Offer towels to pet owners to dry their pets during inclement weather.
Clean urinary and fecal accidents in the waiting room immediately; check with
doctors or technicians to see if they need samples for diagnostics before discarding
Maintain a current and attractive selection of reading material in the reception area.
Check exam rooms between clients and straighten them as needed by sweeping,
cleaning the exam table and instruments, and restocking rooms. Dispose of used
needles and syringes as set forth by the practice’s policy and OSHA standards.
Check public restroom(s) and clean them as needed. Restock toilet paper, paper
towels, and hand soap as needed.
Keep the entrance, stairs, and sidewalks clean, safe, and presentable.
Keep coffee and beverages stocked and available for clients.
Turn on the radio or sound system at the beginning of the day, and turn it off at the
end of the day.
Keep the temperature at a comfortable level. As established by the practice
manager, adjust the heat or air-conditioning as needed. Ensure that windows are
closed when the air-conditioning is on.
Water, feed, and maintain plants so that they are vibrant and add to the professional
appearance of the practice.
Restock office supplies and products in the retail and lobby areas.
Establish and/or maintain a list of depleted office supplies, handouts, and medical record
supplies. Order replacement supplies or request that the office manager do
Keep forms, brochures, and handouts neatly stocked and readily available to share
Assist with drug, food, and supply inventory management by following inventory management
protocols and notifying manager(s) of low stock.
Receive deliveries; check contents of deliveries against invoices and immediately
note package shortages or damaged shipments.
Other Reception-Area Tasks
Maintain the bulletin board or showcase information in an orderly and attractive
Maintain contact with animal-control officers regarding lost or stray animals and
animals subject to rabies quarantines.
Maintain a phone and address list of local resources for training, boarding, and
grooming, as well as for animal-control officers, veterinary medical association
contacts, and other professional contacts.
Set up referral appointments and complete all necessary paperwork.
Label and mail monthly statements in an orderly and efficient manner.
Be prepared to handle medical emergencies at all times. Recognize the symptoms
of pets and clients in crisis. Alert doctors and technicians to emergency situations.
Prepare rooms for incoming emergencies.
Follow scheduling guidelines to maximize efficiency when booking clients. Properly
utilize emergency or open slots in the schedule.
Reorganize daily appointment schedules as needed to account for emergency
situations and time overruns.
Follow isolation procedures when greeting clients with contagious or potentially
contagious patients. Using the designated products and dilutions for disinfectants,
properly disinfect the area and self if necessary.
Assign and dispense rabies tags.
Send correspondence, including thank-you notes, condolence cards, and welcome
General Computer Tasks
Use your own password identification to enter the practice-management software
and signify your work.
Properly use the doctor’s identification to attribute work performed by various
doctors to their production records.
Manage doctor appointment, technician or staff appointment, satellite clinic
appointments, farm calls and surgical and dental procedure scheduling.
Manage schedule of expected boarders and grooming clients for each day.
Schedule doctor appointments, technician or staff appointments, satellite clinic
appointments, farm calls and surgical and dental procedures, according to hospital
Use practice-management software procedures to check in clients.
Shut down computer files at the close of each business day or as directed.
Know the desktop-publishing software sufficiently to develop or aid in the
development of forms, notices, and newsletters.
Add new clients and new patients into the computer system as appropriate.
Inactivate clients or patients using correct software procedures.
Insert notes regarding important communications with clients in computerized
Enter notes, diagnoses, and/or travel-sheet diagnostic codes from doctors regarding
examination findings, treatments, diagnostics, procedures, and diagnoses, as
Inquire about and record vital changes in client or patient information, including
weight, immunization status, microchip number, and spay/neuter status. Update the
medical record in the computer.
Inquire about and update owner information, including phone number, address, and
Input reminders and callbacks.
Know the word-processing program sufficiently to draft letters and modify and print
forms or letters.
Print hard copies of forms for incoming clients whose pets will have anesthetic,
surgical, dental, or medical procedures.
Generate estimates or treatment plans, and discuss with pet owners. Discuss
payment options when necessary and scan and file where appropriate.
Generate records of rabies immunizations for clients and county officials.
Produce immunization, health, and neuter certificates.
Manage and generate follow up callback list(s) and transfer them to person(s)
responsible for calls.
Generate end-of-day reports.
Generate end-of-month reports and end-of-year reports.
Adjust computerized products and supplies inventory to reflect items used and/or
Search for, save, and print special lists from the database, such as patients that are
overdue for services, new patients, and/or new clients per month.
Generate who-got lists to aid in information research.
Know how to access and navigate the Internet to download email, find veterinary
websites, order supplies, and access information for clients.
Be familiar with the practice’s website.
Prepare and send email reminders and notices.
Respond to basic questions sent via email.
Handle online appointment bookings.
Manage incoming and outgoing e-mails, forwarding e-mails to appropriate parties.
Check on-line store requests daily, and forward to appropriate parties.
Ensure that the cash register has sufficient change for each day’s monetary
transactions. Change money at the bank as necessary.
Count and record the cash in the drawer each morning and at shift changes.
Count and record the cash in the drawer at closing. Reduce the drawer to the
starting amount of cash.
Daily Closing Financial Tasks
Prepare daily bank deposits.
Prepare deposits to the bank on a daily basis.
Balance the daily revenue and check math for accuracy.
Match each day’s monetary intake (cash, checks, and credit cards slips) with the
computerized daily deposit slip.
Accurately and securely handle held payment deposits.
Correctly apply discounts for employees, shelters, multiple pets, coupons, and
Properly enter charges into computerized patient records.
Process clients’ cash, credit card, debit card, check payments, held payments and
care credit payments.
Accurately record all payments in client/patient records and in the bookkeeping
Give accurate change.
Ensure that checks have proper identifying information recorded on them (identity or
driver’s license number), that checks are dated and signed, and that clients have
provided and you have reviewed proper corroborating identification.
Process checks properly for electronic check acceptance.
Check that clients’ signatures on credit receipts match those on credit cards or their
Provide clients with printed receipts of their transactions, whether or not they have
Produce legible and accurate receipts.
Review itemized entries on receipts with clients at the time of payment.
Answer clients’ questions regarding charges, or refer questions to the appropriate
Tasks Related to Incomplete Payments
Process and help clients complete CareCredit® applications.
Complete or file pet health insurance claims on behalf of clients as directed by the
practice manager or doctors.
Discuss payment options with book keeper or office manager if payment
arrangements are not otherwise made in full.
Properly record and file payment agreements.
Record returned checks and adjust clients’ accounts to reflect returned-check fees.
Issue updated invoices to clients, including appropriate finance charges, and show
accurate balances due on their accounts.
Search for and refer delinquent accounts to a collection service as directed by the
Worksite City: Weaverville
Wages / Salary: DOE
Benefits: Health, Paid Vacation, Paid Holidays, Paid Sick Leave
Number of hours/week: 35+
Contract Status: Regular
Job closes on: 2019-07-10
Driver's License Required: No
FMCSA Medical Card Required:
Education Level: High School Diploma
Ways to apply
To apply for this job email your details to email@example.com
Apply In Person at Smart Center in Weaverville: 790 Main St., #618, Weaverville CA, 96093[dkpdf-button]