The purpose of this position is toperform reception duties related to veterinary careand treatment,closely interact with clients and patients (in person and by telephone), maintain veterinary medical records, process invoices and payments, handle the cash drawer, retailing of veterinary sundry items, and provide miscellaneous support to the veterinarians, veterinary practice manager and other staff members. Operates under the direct supervision of the veterinary practice manager.
PRIMARY RESPONSIBILITIES/KEY SKILL AREAS
- Answer incoming telephone calls utilizing proper telephone etiquette. We are happy that our clients call us, no matter what the circumstances are, and they should know this by out tone of voice. Our greeting is "Thank you for calling Bellwood Animal Hospital. This is [ your name ] speaking. How may I help you?"
- Always ask callers before placing them on hold, etc.
- Operate a multiple-line telephone system. Besides answering incoming lines, this includes placing callers on hold, transferring calls, and paging other staff members within the hospital.
- Take and route messages for veterinarians and other staff members.
- Route calls include those seeking information about veterinary services ("telephone shoppers").
- Provide knowledgeable sub-professional advice concerning the care and treatment of animals.
- Follow established hospital policies and procedures in referring clients for immediate treatment of their animals when requests are accompanied by complaints of acute symptoms. Determine nature of injury/illness and attempt to reassure distressed pet owner. Determine whether immunizations/tests are current. Recommend the updating of necessary immunizations/tests to clients.
- Schedule appointments after obtaining all necessary date concerning the animal and owner. Prepare all required forms such as animal clinical records, health certificates, immunization certificates, lab reports and euthanasia forms in advance, if possible.
- 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, patient emergencies, prescription refills, etc.*
- Be efficient, yet pleasant, courteous, polite, concerned, and helpful to all clients under all conditions and at all times.* *
- Answer the telephone and greet clients with a smile. Address both client and pet by name.* *
- Greet clients graciously and recognize the responsibilities involved in responding to client questions.* *
- Handle basic sub-professional 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 staff members. Do not give any medical advice to clients - refer these questions to the doctor or technician.* *
- 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.* *
- Relay medical instructions, itemize the client statement, and inform clients about hospital policies such as pre-operative instructions, payment and credit policies, and vaccination policies.* *
- Answer questions regarding the state of hospitalized animals as directed by the attending DVM. Communicate with clients as needed regarding the medical status of their pet, the total amount of their bill, etc.* *
- Provide clients with any information or instructions they will need prior to their appointment.* *
- Contact clients to schedule discharge appointments, re-check appointments, and confirm appointments and pre-surgical instructions.* *
- Process requests for prescription refills in accordance with hospital policies and procedures.* *
- Personal contacts with animal owners are affected by a variety of problems, visitors and other staff members. Considerable tact and diplomacy is required. Must accurately relay owner's account on the medical complaint(s) of the animal(s) involved to the staff members who will be involved in treating the patient(s).*
- Welcome clients and patients to the practice and provide for their comfort while they are in the practice.
- Monitor length of time clients are waiting and appropriately handle situations where there is an extended wait.
- When speaking to clients, always use the client's name and pet's name to personalize communication.
- Use Appointment Book and/or computer to schedule outpatient, surgical, hospitalized patient, grooming, and boarding appointments.
- Schedule appointments in accordance with established guidelines allocating the appropriate amount of time according to the time of visit.
- Utilize the computer system to accurately enter and retrieve records and reports, enter fees and charges, and maintain the database.
- Promote the hospital to persons inquiring about the practice, its fees, products and/or services.
- Educate clients regarding preventative medicine and vaccination requirements. Inform clients what procedures need to be done to their pet to maintain good health.
- Explain and educate clients on products and answer questions concerning products.
- Distribute handout information, hospital brochures, and sales promotions to clients within the practice.
- Educate clients, explain, and promote products and services to clients, making suggestions when appropriate.
- Learn and follow the hospital's polices and protocols.
- Learn basic patient preventative care protocols and be able communicate these to clients.
- Exercise technical knowledge of the practice's products and services.
- Improve upon veterinary knowledge and skills by utilizing various education materials (i.e. CDs, books, videos, webinars), and by participating in continuing education, staff meeting and in-house training.
- Assist in the updating of client files: prepare and mail sympathy, thank you, and welcome cards. Follow-up with clients when clinic records indicate no recent visits; determine whether other veterinary facilities have been used or whether the client still owns the animal(s).
- Retrieve and re-file medical records accurately and promptly.
- Update the existing medical file/collect sufficient information to prepare new file.
- Purge inactive files as directed.
- Re-file medical records and file medical reports into the appropriate medical records.
- Audit charts for completeness of information. Refer to the veterinary practice manager for questions concerning charges and/or treatment, and for review of charges.
- Review charts of patients being discharged from the clinic for completeness of information and make new appointments or note changes in patient status as necessary. Based on a review of patient information, refer charts for veterinarian's determination as to whether patient is retained in various veterinary medical programs.
- Prepare to receive appointments by retrieving client records and preparing needed forms in advance of clients' arrival.
- Complete required forms such as the new client form, health certificate, etc. and obtain all necessary information. Not the source of client referrals.
- Obtain medical and vaccination histories from the client. Recognize and note any procedures due for the patient.
- Follow hospital policies regarding patient admittance (i.e. vaccination status, etc.)
- Relay all necessary information to the doctors and technicians.
- See that the client leaves the office with another visit scheduled for their continued pet health care. Specially, schedule a follow-up, recheck, or re-vaccination appointment or set up a remind for further health care needs.
- Ensure that appointments remain on schedule by being totally familiar with times required for different procedures and problems with scheduling accordingly.
- Ensure that release appointments, if necessary, are made with the animal is dropped off.
- Coordinate and ensure a smooth client and pet flow within the clinic from the reception room to payment processing.
- Provide credit counseling to communicate the practice's financial policies to the client and assuring a documented financial commitment for their services.
- Counsel client regarding nutrition, behavioral problems, obesity, worm problems, geriatric care, flea problems, pre- and post-operative care, treatment instructions, etc.
- Provide clients with appropriate handout literature for the pet's medical condition, problem, nutrition, etc.
- Ask all clients, "Do you have enough (flea supplies/shampoo/vitamins/etc.) to last until your next visit?"
- If surgery is planned, remind client no food after 6pm the night before. Water is OK until 12am. Schedule the patient's check-in time. Advise of hospital's cancellation policy.
- Be sure no client waits any longer than 5 minutes before being checked in.
- Enter all charges into the computer and double-checking entries against the patient's chart.
- Present clients with medications, instructions, and any other items to take home.
- Review discharge instructions and medications, and inform client of the total amount due.
- Schedule discharge or follow-up appointments.
- All clients are asked if they have any questions or problems. Resolve all questions or problems.
- If minor grumblings over charges - handle yourself. If major grumbling or you can't handle, call the office/practice manager. If unhappy with service/treatment, ascertain the problems and handle. If unable to do so, call the office/practice manager Never let a client leave the clinic without handling all negative situations.
- Assure that all financial obligations are met by owners, or that acceptable arrangements have been made.
- Perform over-the-counter selling of specialty merchandise comprised of animal grooming aids and sundry veterinary items. Exercise technical knowledge of products sold and demonstrate salesmanship abilities. Explain and demonstrate products, answer questions concerning products, records sales slips, make change and bag merchandise.
- Provide routine instructions to owner concerning Rx for medications. Collect lab specimens from pet owners, match with patient chart and provide to technicians.
- Accept payments from the client. Accurately process cash, checks, charge card payments, credit account payment, and post-date checks (with prior manager approval).
- Perform an end-of-day procedure each evening. This would include balancing the cash drawer, running end-of-day computer reports, preparing daily report, and presenting reports and deposit receipts to the practice manager or owner.
- Establish credit in accordance with hospital polices and with practice manager's authorization.
Physical Plant Maintenance
- Assist other staff members to clean and straighten the public areas of the practice, including the front desk, reception area, and exam rooms.
- Keep the office organized, ensuring a smooth and efficient client flow.
- Maintain the appearance of a business office.
- Keep all work areas neat and clean.
- Open the practice and set up for the morning as directed.
- Maintain an accurate inventory of office supplies and over-the-counter medications.
- Oversee the office supply and forms. Inform the office/practice manager in a timely manner of supplies and products that need to be ordered.
- Adhere to all hospital polices and standard regarding uniforms, grooming, smoking, personal calls, etc. as stated in the hospital employee manual.*
- Serve as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients and other members of the hospital staff.*
- Maintain a net and professional appearance.*
- Unless otherwise approved by management, scrubs and closed toe, non-slip shoes must be worn at all times.*
Punctuality and Attendance
- Adhere to the work schedule. Arrive for work promptly and be ready to begin working at the start time. Follow hospital policies for reporting lateness or absences.*
- Utilize the time clock to clock in and out at the beginning and end of each day and during breaks.*
Attitude and Teamwork
- Demonstrate initiative and teamwork in everyday duties by seeking other work to do during slack times, assisting other employees within the practice, and filling in for other employees as needed.
- Maintain a harmonious and cooperative relationship with those contacted in the course of work.
- Organize work area and exercise time management skills to maximize personal efficiency within the practice. Prioritize tasks and handle multiple tasks in a calm, organized manner.
The physical demands described 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.
While performing the duties of this job, the employee is regularly required to stand; walk, use hands and fingers to handle or feel; reach with the hands and arms; stoop, kneel, crouch, crawl; and talk or hear. The employee must be frequently lift and/or move up to 40 pounds or more. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.
The work environment characteristics described below are representative of those needed to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee may regularly be exposed to wet and/or humid conditions, winter weather, and extreme heat. The employee is frequently exposed to moving mechanical parts and fumes or airborne particles. The noise level in the work environment is usually loud.
Job Types: Full-time, Part-time
Salary: $10.50 to $18.00 /hour
- Veterinary Receptionist only: 1 year
- Animal related Customer Service: 1 year
- High school or equivalent
- Bellflower, CA 90706
• Post ID: 159841307 la