Veterinary Hospital Receptionist

About the role

At Petco, we're dedicated to helping pets live their best lives. We believe in the universal truths of pet parenthood and strive to improve lives by putting the needs of pets and pet parents at the center of everything we do.

Position Purpose

The Concierge position at Petco's Vetco Total Care hospital is essential for providing excellent customer care to our full-service clients. This role involves greeting clients and patients, managing appointments, and ensuring a welcoming environment.

• Assume primary responsibility for answering the practice phone and routing calls appropriately.
• Maintain hospital appointment calendar including scheduling appointments from callers or visitors and reviewing on-line bookings.
• Greet all visitors to the practice; greet clients and patients by name as they arrive for appointments and notify technical staff when they arrive.
• Monitor wait times and make accommodation as necessary during peak/busy times, or when medical staff is dealing with an emergency situation.
• Participate in the training of new staff members and general dissemination of knowledge as required.
• Ensure that the waiting area is consistently cleaned (including using special disinfectants in the case of the presence of suspected contagious disease) and well-stocked with appropriate materials.
• Confirm all appointments by client’s preferred communication method (phone, email, text) the prior day, and make necessary adjustments.
• Possess basic understanding of practice logistical specifics in order to provide backup support to technical staff when rooms need to be loaded or patients need to be discharged and primary staff members are otherwise occupied.

Nature of Supervision

In all activities related to the care and handling of patients and clients, the Hospital Concierge will take direct supervision from the Hospital Office Manager and Hospital Leader on Duty.

Planning and Problem Solving

The Concierge plays a crucial role in ensuring that day-to-day operations of the hospital are efficient and provide an optimal experience for our patients and clients. The Concierge has the primary responsibility of consistently ensuring that the hospital workflow is optimized, which may require rescheduling appointments as well as maintaining an open line of communication with clients who are present in the practice and may need to wait longer than expected due to unforeseen circumstances (emergencies, etc.). The Concierge must ensure that the scheduled appointment duration is situation-appropriate (i.e. consider number of pets, sick vs. well, etc.). This role is unique in the hospital in that the Concierge will often be the first or last person dealing with upset or even potentially unhappy clients. This role requires an individual who is compassionate yet adaptable and flexible, and capable of not only doing what it takes to make the client’s and pet’s experience in our hospital optimal but also ensuring that the medical staff can focus on delivering excellent care.

Impact

This position will impact the organization by contributing to the growth of productive practices while focusing on a high-quality standard of care. From an overall hospital organizational standpoint, this position is critical to ensuring that our clients’ first and last impressions of our facility and staff are optimal.

Supervisory Responsibility

This position has no immediate supervisory duties.