Veterinary Hospital Receptionist

Position Purpose

The incumbent must be able to perform all the following duties and responsibilities with or without reasonable accommodation: - 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. - 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.

Essential Job Functions

Perform additional duties as assigned

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

Like all team members, the Concierge plays a crucial role in ensuring that day-to-day operation of the hospital is efficient and provides 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.).

Impact

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

Supervisory Responsibility

This position has no immediate supervisory duties.

Education/Experience

- High school diploma is a requirement. - Must have at least 1 year's previous experience working in veterinary practice or a customer-facing role in another organization. - Must have excellent written and verbal communication skills. - Must be compassionate and sympathetic and be able to maintain a professional attitude and demeanor during emotional and stressful situations. - Must have exceptional telephone and computer skills. - Must be a team player willing to learn new techniques and treatments, offer creative ideas, and accept change. - Preferred: Previous experience using a Practice Management System