Receptionist

at  University of Glasgow

KNOWLEDGE/QUALIFICATIONS

Essential
A1 SCQF level 4 or equivalent work-related experience
A2 Knowledge of Microsoft Office software
Desirable
B1 Knowledge of Veterinary/Medical terminology

SKILLS

Essential
C1 Accuracy and attention to detail
C2 Excellent IT, numeracy, and literacy skills
C3 Use of initiative and judgement to resolve problems independently and the ability to prioritise a busy workload
C4 Excellent organisational skills
C5 High standard of written and verbal communication skills
C6 Ability to work as part of a team

EXPERIENCE

Essential
E1 Relevant experience in a similar customer facing role, such as hospitality, retail or call centre.
E2 Proven record of working in a fast paced environment
Desirable
F1 Previous experience of working in a doctor, dentist, or veterinary surgery practice
F2 Experience with handling insurance claims
F3 Familiarity with working a busy switchboard
F4 Cash handling experience

JOB PURPOSE

To be the first point of contact for clients and carry out a range of reception and administration duties to support the clinical, nursing, and administrative staff of the Small Animal Hospital.

MAIN DUTIES AND RESPONSIBILITIES

• Communicate with clients and referral vets via email, over the phone and in person. Answering queries, checking patients in/out and processing payments.
• Greeting clients and their pets, explaining the hospitals policies and procedures, while displaying empathy, tact and diplomacy at all times.
• Scheduling appointments and dealing with emergencies efficiently and professionally, ensuring that defined protocols are followed to ensure consistency of service.
• Working a busy switchboard; transferring calls to the relevant person or department, making appointments over the phone, obtaining relevant information for emergency referrals.
• Daily use of all Microsoft Office software, practice management system and Zoom calls/messaging.
• Processing and handling of cheques, cash and credit cards in relation to client and insurance payments.
• Ensure that balances are settled as promptly as possible. Completing insurance forms and maintain insurance database.
• Use of initiative and judgement to resolve queries/problems independently with clients and/or insurance companies
• Assist in the training of new staff and trainee veterinary nurses with regards to both reception and insurance standard protocols.