Job Description

Job Title: Veterinary Receptionist

Department: Client Care

Reports to: Practice Manager

FLSA Classification: Non-exempt

Onsite in Wilmington, NC (Midtown)

Position Overview:

The Veterinary Receptionist provides an exceptional standard of care for all patients and clients through offering a friendly greeting and professional image of the practice to callers and visitors. Among many other tasks the receptionist answers telephones, greets clients, prepares patient files and escorts clients and patients to exam rooms, receives and relays client correspondence, updates client financial records. The exceptional receptionist has the ability to diffuse negative client situations and foster client bonding.

Essential functions and responsibilities:

• Greeting and interacting with clients in person, through digital communication, and over the phone.
• Consulting with clients to understand their needs and preferences; scheduling services through appropriate triage training and hospital standards.
• Proactively and professionally resolve client concerns; ensuring client satisfaction while maintaining business integrity.
• Maintaining scheduling system and patient medical records in practice management software; managing and booking various medical services and appointments.
• Maintaining client communication system; reaching out to and responding to client through email, text, and phone call; sending reminders and marketing materials as needed.
• Collecting and processing payments using the hospital practice management software.
• Assisting Patient Care team to room appointments for exams, appointments, and services.
• Assist the Patient Care team in the treatment room or exam room as needed.
• Adhering to all pet and human safety protocols at all times.
• Communicating effectively with customers and Resort Team Members.
• Professionally and positively representing Paw Sprins Veterinary Hospital by conducting yourself in a manner that is in the best interest of Paw Springs Veterinary Hospital, clients, and team members.

Qualifications:

• A passion for Paw Springs Veterinary Hospital’s mission and a genuine interest in providing a superior experience for patients and clients.
• Excellent verbal and written communication skills; utilizing active listening and effective communication techniques.
• Excellent interpersonal and customer service skills.
• Ability to demonstrate knowledge-based customer service skills; utilizing various sales techniques.
• Proficiency with using office and sales equipment (phones, computers, printers, point of sale, practice management software).
• Ability to prioritize tasks and to delegate them when appropriate.
• Flexibility and reliability to work a variety of scheduled shifts
• Ability to function well independently and at times stressful environment.

Education & Certifications:

• 1-2 years of receptionist, medical receptionist, or scheduler experience; related veterinary hospital experience preferred
• Knowledge of veterinary medical terminology and procedures preferred.

Physical Requirements: Paw Springs Veterinary Hospital Team Members routinely perform the following physical demands. All Paw Springs Veterinary Hospital Team Members are expected to perform these physical requirements with or without reasonable accommodation.

• Stand and/or walk for up to 6 hours without a break.
• Kneel, bend, squat, and twist their body.
• Repetitively complete hand and arm movements; reach, grab, pull, and push objects.
• Perform duties in an environment with loud sounds from animals and smells from pet waste and cleaning chemicals.
• Lift up to 50lbs with or without assistance.

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