JOB DUTIES AND ESSENTIAL FUNCTIONS

• Answer clients’ inquiries about basic animal care questions and routine procedures.

• Educate clients on over-the-counter products such as shampoos, nutraceuticals, and parasite prevention
• Guide clients to make appropriate decisions regarding optimum pet care
• Take client orders for medication or merchandise and ensure orders are properly filled
• Calculate and communicate accurate quotes for services offered

• Greet persons entering establishment, determine nature and purpose of visit, and escort them to specific destinations.
• File and maintain records
• Process and prepare health certificates, immunization certificates, laboratory requests, and euthanasia certificates.
• Handle client/patient transfers with ease.
• Prepare client invoices and estimates for services.
• Receive and record payment and receipts for services
• Accurately and empathetically communicate estimates/treatment plans to clients.
• Ensure clients receive and understand home care instructions, medications, and products

• Bond with clients during interactions.
• Hear and resolve complaints from customers or the public

• Maintain a positive atmosphere in the reception area even in the event there is a client wait time

• Manage and maintain an effective veterinarian appointment schedule, screening emergencies and prioritizing cases that need to be seen
• Keep a current record of staff members’ whereabouts and availability

• Operate multi-line telephone system to answer, screen, or forward calls providing information, taking messages, or scheduling appointments
• Handle calls quickly, efficiently and in a professional and friendly manner
• Transmit documents or information to customers or other establishments using computer, mail, or facsimile machine
• Enter and update client and patient information into practice computer software
• Collect, sort, and distribute mail and courier deliveries
• Possess excellent computer and typing skills

• Maintain positive, cooperative relationships with other employees
• Display tact and respect with team members even when busy or hectic
• Feel and express a genuine liking for animals and their owners and for working in an animal care field

• Conduct oneself in a confident and professional manner with clients even when situations are stressful and/or focused on individual tasks

• Deal intelligibly, pleasantly and efficiently with clients, often doing several things at one time

• Outline costs and fees in a positive light while supporting hospital payment policies
• Convert potential clients (phone-shoppers) into clients through relationship building and bonding.
• Remember clients’ and patients’ names and use them
• Uphold client correspondence including procedure reminders, thank you cards, welcome cards, sympathy arrangements and cards, and A/R statements

• Listen and explain thoughts clearly so client understands recommendations and estimates for patients
• Express empathy and compassion
• Complete all daily tasks and duties; ensure all steps and phases of a case or project are fulfilled

• Clean and organize the reception area to maintain a professional appearance
• Troubleshoot office equipment including pc’s, telephones, copiers, and facsimile machines

• Work consistently and diligently in the presence of other staff members and clients
• Understand and execute oral and written directions

• Perform other duties as assigned

• Ability to communicate effectively to all audiences
• Good visual acuity
• Close vision for computer work
• Comfortable around unpleasant odors, noises and animal feces
• Comfortable with exposure to animals including their actions and ailments
• Ability to lift up to 50lbs
• Repetitive wrist movements on keyboard
• Ability to sit/stand/walk for long periods of time
• Ability to walk up and down stairs multiple times per day

• 2+ years of reception experience in a veterinary practice OR equivalent combination of experience and education is applicable
• Customer service experience preferred
• Basic computer skills using Microsoft Word and Outlook