Front Desk Receptionist

Front Desk Receptionist Job Summary Meet and greet clients and their pets.
Coordinate and represent all facets of client services.
To serve as a good will ambassador for the hospital.
Knowledge, Skills and Abilities: * Excellent client service skills.
* Excellent phone skills.
* Computer skills preferred.
* Must be friendly, outgoing, “people-oriented.
” * Excellent communication skills.
* Ability to work in a team oriented environment.
* Well groomed, organized and detail oriented.
* Ability to take direction.
* Ability to handle money accurately and honestly.
* Must possess sound decision making skills and multi-task while working in an environment of stress.
Education and Experience: * High School Diploma.
* Must have experience working with the public, i.
e.
restaurant, retail or service business.
* Experience in a veterinary hospital or other doctor’s office is a plus.
Authority: * Scheduling appointments.
* Effective determination and scheduling of emergencies.
* Authority to delay disputed charges until further reviewed by supervisor.
* Authority to resolve client service issues within established guidelines.
Physical Requirements: * Dependable attendance is required.
* Any allergies to animals must be controllable through medication.
* Must be able to lift 40 pounds.
* Must be willing to work long or irregular hours under pressure conditions.
* This position requires the ability to walk, bend, stand and reach constantly during a minimum 8-hour day.
* Visual acuity sufficient to maintain accurate records, recognizes people and understands written directions.
* Ability to speak and hear sufficiently to understand, give information in person and over the telephone.
* Fine motor skills adequate for utilizing office equipment such as computers, telephones, copiers, fax machines, etc.
Duties: The following is a list of essential job requirements.
This list may be revised at any time and additional duties not listed here may be assigned as needed.
Job functions and Job Responsibility include: * Client Service * Answer Telephones and Make Appointments * Maintain Charts and Computer Records * Pharmacy and Retail Sales * Marketing Implementation * Maintenance/Housekeeping * Financial Responsibilities Client Service: * Agrees to practice the principles of the 4 Paws Animal Hospital Mission Statement in the daily performance of job duties.
* Demonstrate excellent relations with clients/pets in waiting and/or exam rooms: * Ensure that clients and pets feel welcome and comfortable.
* Serve as “Ambassadors” – creating and maintaining goodwill for the hospital.
* Build rapport with clients.
* Immediately greet clients and pets by name.
* Quickly understand client needs and initiate the process of meeting those needs.
* Help new clients completely fill out the registration form.
Inform new clients about services, etc.
that your hospital offers.
* If there is a delay, i.
e.
, the doctor is behind schedule, keep clients informed of expected waiting time.
* Know enough about general animal husbandry and pet care to be able to educate clients and to answer non-medical questions that the client may have or to inform them of things their pet may need: * General dietary requirements and feeding schedules.
* Vaccines.
* Dental care instructions.
* Routine laboratory tests (i.
e.
stool exams, heartworm tests, urinalysis, leukemia tests, etc.
).
* Heartworm preventatives.
* Housebreaking techniques.
* General flea and tick control.
* Generate, present and explain fee estimates for treatment/surgery to clients.
* Handles client complaints with concern and diplomacy.
* Accurately communicates medical/surgical information to clients.
* Send client cards and letters, i.
e.
, thank you notes, sympathy cards, welcome cards, as directed by management team.
* Prepare, distribute and explain client education materials.
Answer Telephones and Make Appointments: * Exhibit a “come in now” attitude towards clients and patients.
* Answers telephone promptly.
* Encourage the client to make an appointment if the pet has any problem that is concerning to either the client or you.
* Schedule appointments and other patient visits in appointment book, including re-check appointments, surgeries, and drop offs.
* Reschedule any missed appointments.
* Understand and use excellent telephone etiquette.
* Call clients to confirm appointments, remind of missed appointments and laboratory results as well as callbacks for procedures performed.
* Refuse to diagnose pet health care problems over the telephone.
Maintain Charts and Computer Records: * Keep charts and computer records updated with current client and patient information, i.
e.
address or telephone number and/or vaccine due dates, other reminders, age, etc.
* Prepare charts for new clients and/patients.
* Prepare charts for patients prior to appointment including all necessary forms, authorizations, and instructions as necessary.
* Handwriting must be neat and legible.
* Open an order or start an invoice as each client enters the hospital.
Recommend any needed service, i.
e.
vaccinations, heartworm testing, etc.
* Calculate client’s invoice and collect payment.
* File charts in appropriate areas as needed.
* Do routine computer reports and backups.
Pharmacy and Retail Sales: * Understand the benefits of the retail products we offer and how they are used.
Must be able to promote them to our clients.
* Dietary products.
* Flea products and shampoos.
* Fill prescriptions and dispense medications as directed by a veterinarian.
* Explain prescription directions to clients.
Marketing Implementation: * Understand, participate, promote and support planned marketing events and programs.
* Present marketing promotions to clients in a professional manner.
Housekeeping/Maintenance: * Verify that the front desk, reception area, waiting areas, and exam rooms are neat and clean at all time.
* Periodically check the outside of the hospital for feces, urine, etc.
and keep clean and neat.
Also examine glass doors and windows for smudges and clean when necessary.
* Keep the client refreshment area in the hospital stocked, operational, neat and clean at all times.
* Keep your appearance always clean and neat.
* Wear your nametag and a clean, pressed uniform at all times.
* Endeavor to keep the waiting area reading and educational materials current and orderly.
* Keep office plants watered as needed.
Financial Responsibilities: * Verify that all provided services and/or products have been accurately entered in the computer on the client’s order/invoice and under the correct employee number.
* Collect deposits and payments for services at the time they are rendered.
* Clients should pay their bill before they leave the hospital.
* Follow appropriate protocol, i.
e.
, credit applications, promissory notes and approval by Management, in cases where clients cannot pay their balance at the time of dismissal.
* Print receipt and give to client for each visit.
* Balance the cash drawer with the computer summary report accurately.
* Prepare deposit slips and/or cash balancing worksheet for the daily bank deposit as directed by the Hospital/Office Manager.
* Keep cash/checks, etc.
secure at all times.
Job Type: Full-time Pay: $10.
00 - $14.
00 per hour Benefits: * Employee discount * Health insurance * Paid time off Schedule: * 10 hour shift * Monday to Friday * Overtime * Weekends as needed Education: * High school or equivalent (Required) Experience: * Veterinary Experience: 1 year (Required) * Front Desk: 1 year (Preferred) Work Location: In person