Veterinary Receptionist

The Veterinary Receptionist is the frontline ambassador of our hospital and the vital link between our clients and the medical team. This role focuses on client communications, efficient patient workflow through our software systems, and setting accurate expectations for care.

Because we operate as a highly collaborative team, when reception duties are caught up, this role steps in to support the technician team with hospital flow, basic patient care (based on individual training level), and administrative tasks.

• Phone management: Answer incoming calls promptly, professionally, and with empathy.
• Phone triage: Effectively triage incoming calls to determine urgency and prioritize medical needs according to hospital protocols.
• Client expectations: Clearly communicate what clients should expect during a visit and explain financial policies to ensure a seamless experience.
• Client de-escalation: Serve as the first line of defense in managing stressed, anxious, or upset clients. Practice active listening, maintain a calm and empathetic demeanor, and use conflict-resolution skills to de-escalate tense situations before involving management or medical staff.
• Payment processing: Take and receive client payments efficiently.
• Invoice collaboration: Coordinate with the technician team to process payments once technicians have finalized treatments and confirmed that the invoice is ready.

When the front desk is caught up and the technician team requires assistance, the reception team is expected to help with hospital upkeep and approved patient-care tasks.

• Excellent communication, active listening, and phone etiquette.
• Strong emotional intelligence and conflict-resolution skills for handling difficult client conversations.
• Ability to multitask and maintain a calm demeanor in a high-stress, fast-paced environment.
• Proficiency (or ability to quickly learn) veterinary software systems, specifically Otto and Instinct.
• A team-first mentality with a willingness to assist in back-of-house tasks when needed.