Receptionist

at  Advanced Pet Clinic

GENERAL KNOWLEDGE

• Keep a street map readily retrievable, and give directions to the practice or direct to website.
• Be aware of the operations of the clinic, Know the range of services it provides, the species it treats, and provide information to clients.
• Be reasonably familiar with breeds and coat colors.
• Competently speak and write the English language.
• Know and work in accordance with the policies of the clinic including provision of veterinary care, treatment of stray animals, deposits for hospitalized patients, payments, and credit.

GENERAL TASKS

• Always be in position and prepared to work by the start of each scheduled shift.
• Wear the uniform provided by the clinic and to keep it in a clean and tidy condition.
• Keep the reception and waiting areas as clean and tidy as possible.
• Help customers or lead them to the area in the clinic according to their requirements.
• Help the client or take the pets that have been brought for treatment from the waiting area to the exam room.
• 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.
• Maintain a list of tasks and engage in productive work during slow periods, such as updating patient files, correcting client information, auditing inactive files, …etc.
• Maintain constant vigilance regarding open doorways that could allow pets to escape from the clinic.
• Place mats on the floor and towels by the door on rainy days to prevent clients and patients from slipping and to minimize the tracking in of water and mud.
• Offer towels to pet owners to dry their pets during inclement weather.
• Call the janitors to clean urinary and fecal accidents in the waiting room immediately.
• Maintain strict confidentiality regarding clients and patients for whom the practice provides veterinary services.

CLIENT-INTERACTION TASKS

• Cordially greet arriving clients and patients, address each by name, direct them competently according to their needs.
• Recognize frequently visiting clients and tend to their requirements efficiently.
• While handling a phone call, acknowledge the arrival of people in the reception area with eye contact and/or a hand wave.
• Process new registrations, and assist clients in completing the form while ensuring that all required information is filled.
• Continuously update client and patient records on the system whenever applicable, such as patient weight, client phone numbers, patient pictures…etc.
• Review consent forms with clients and have clients sign the forms.
• 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 without the need for a vet’s intervention
• Give estimates for services to be performed on patients upon request.
• Provide clients with handouts and brochures regarding relevant medical conditions, surgeries, immunizations, and diets.
• Explain delays to clients. Ensure the comfort of clients and patients during their waits. Reschedule appointments as needed.
• Assist clients with unruly or unrestrained pets. Ensure that all dogs are leashed and that cats and smaller pets are caged. Isolate aggressive pets.
• Monitor patients’ behaviors and note potentially aggressive behaviors. Use caution when handling aggressive or potentially aggressive pets. Request assistance when needed.
• 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 a Client Relations Coordinator to resolve the complaint.
• Always be sensitive to background chatter or conversations that could exacerbate the anxieties and grief clients experience during euthanasia’s or deaths of their pets.
• Follow isolation procedures when greeting clients with contagious or potentially contagious patients. Using the designated products and dilutions for disinfectants, properly disinfect your shoes, hands, and clothing before leaving isolation areas.
• Follow scheduling guidelines to maximize efficiency when booking clients. Properly use emergency or open slots in the schedule.
• Reorganize appointment schedules as needed to account for emergency situations and time overruns.
• 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.

FINANCIAL TASKS

• Ensure that there is sufficient change for each day’s monetary transactions.
• Count and record the cash in the box at shift changes.
• Follow the daily closing procedures at the end of each working day.
• Ensure that the payments are being fully met at the time of discharge.
• Correctly apply discounts for employees, shelters, multiple pets, coupons, and complimentary exams.
• Properly enter charges from travel or circle sheets or patient records into the computer.
• Process clients’ cash, credit card, and debit card payments.
• Accurately record all payments in client/patient files in the system.
• Provide clients with printed receipts of their transactions, whether or not they have requested them.
• Answer clients’ questions regarding charges, or refer questions to the appropriate colleague.
• Issue updated invoices to clients, and show accurate balances due on their accounts.
• Properly record deferred payments using correct software procedure.