Warmly welcome clients and patients to the practice and provide for their comfort while they are in the practice. This includes greeting clients, offering coffee/refreshments, showing them to the waiting area, etc.

Monitor the length of time the clients are waiting and appropriately handle situations where there is an extended wait.

Promote the hospital to persons inquiring about the practice, its fees, products and/or service to clients, making suggestions when appropriate. Provide informed and guided hospital tours.

Educate clients regarding preventive medicine and vaccination requirements. Inform clients what procedures need to be done to their pet to maintain good health. Obtain medical and vaccination histories from the client. Recognize and note any procedures due for the patient.

Distribute handout for information, new client packs, hospital brochures, and “giveaways” such as hospital leashes, bandannas, and magnets to clients within the practice.

Courtesy and professionally answer incoming telephone calls utilizing proper telephone etiquette. This would include using a three-part greeting, asking callers before placing them on hold, talking and routing messages etc.

Operate a multiple-line telephone system. Besides answering incoming lines, this includes placing callers on hold, transferring calls, and paging other team members within the hospital.

Follow established hospital guidelines for communicating with clients in different types of situations such as general queries, scheduling appointments, routine and non-routine medical questions, patients emergencies, proscription refills, etc.

Handle basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately direct other questions and communication to a veterinarian, practice manager, or other team members.

Utilize effective listening skills to obtain all necessary medical and personal information from the client. Discern any potential client problems, complaints, or questions and handle appropriately.

Communicate with clients regarding medical status of their pet, relay medical instructions, itemize and review the client statement, and inform clients about hospital policies such as pre-operative instructions, payment and credit policies, and vaccination policies.

Make recall to clients on a timely basis to schedule discharge appointments, re-appointments, and confirm appointments and pre-surgical instruction.

Use a computerized scheduling program to schedule out-patient, surgical, hospitalized patient, and boarding appointments.

Utilize the computer system to accurately enter and retrieve records and reports, enter fees, charges, and recalls and maintain the database.

Generate reports (i.e. call back lists, appointment list, etc.) using the computer system as directed.

Print client correspondence such as reminder cards and letters, thank you letters, and new client letters.

Update client files and patient records as needed, ensuring that all information is accurate, purge inactive files as directed.

Prepare to receive appointments by retrieving clients records and preparing needed forms in advance of client's arrival. Re-file medical records accurately and promptly.

Accurately and promptly relay all necessary information to the doctors and veterinary technicians.

Present clients with medications, instructions, new client kits, and any other items to take home.

Review discharge instructions and medications, the services the were rendered to the pet and inform client of the total amount due.

Schedule discharge or follow-up appointments.

Accept payments from the client. Accurately process cash, checks, charge card payments, credit account payment, and post-dated checks. Establish credit in accordance with hospital policies and with the practice manager's authorization.

Assist other team members to clean and straighten the public areas of the practice, including the front desk, reception area, and exam rooms.

Restock and arrange the retail and point of purchase display areas.

Maintain the refreshment area with fresh coffee and refreshments.

Open the practice and set up for the morning as directed. Close up the practice for the evening as directed.

Demonstrate initiative and teamwork in everyday duties, assisting other team members within the practice.

Organize work area and exercise time management skills to maximize personal efficiency with in the practice. Prioritize tasks and handle multiple tasks in a calm, organized manner.

Work well with all team members and ensure that your actions support the hospital, the doctors, and the practice philosophy.

Perform other duties as assigned.

• Knowledge of general office practices and procedures, receptionist and telephone techniques.

• Ability to perform clerical work with speed and accuracy, use a multiple-line telephone system, handle cash and other forms of payment, and interact closely with clients and pets on a daily basis.

• Excellent verbal and written communication skills. Posses exceptional interpersonal communication skills.

• Requires strong client service skill. Personal contacts are with per owners affected by a variety of problems, visitors and other health care team members. Considerable tact and diplomacy is required.

• At least two years recent experience in an office or medical environment with increasing responsibilities.

• The physical demands describe here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.