Reception​/Client Service

The client service representatives are the first impression of the hospital and as such should always maintain a warm and inviting, but professional, manner. They need to be proficient in hospital protocols and able to answer client questions. They need to be efficient, able to multi-task and provide good communication between the client and the rest of the team while upholding the mission and vision of Covington Veterinary Hospital.

• Answer and triage phone calls from clients, in a professional and friendly manner, using a multi-line phone system.
• Answer client’s inquiries about hospital policies, basic pet care questions and standard costs.
• Receives and transmits phone and fax messages accurately and promptly.
• Greets clients, enters or updates client and pet information into the computer system, then escorts to the exam room.
• Monitor schedule and appointment flow.
• Proper medical records maintenance including documenting conversations with clients and scanning documents and filing as necessary.
• Manage record requests from boarding or grooming facilities or other hospitals.
• Prepares immunization certificates and appointment paperwork.
• Prepares client invoices and obtains payments after services performed.
• Maintains the appearance of the business office; professional appearance with clean scrubs and name tag.
• Required to stay up front to greet clients.
• Identify and work compassionately with clients in various emotional states.
• Work patiently with distressed, frustrated, or disgruntled clients.
• Attends clinic sponsored events such as client education events, community outreach, and any other events requested by management.
• Performs other duties as assigned in regards to front desk organization, teamwork, problem-solving, staff meetings, and special projects and assignments as needed.
• Assist in cleaning the hospital including but not limited to: keeping reception desk area and lobby clean and sanitary, taking out the trash and recycling, laundry, cleaning floors, bathrooms, exam rooms, kitchen and kennels if needed.

• Feel and express a genuine liking for animals and for working in an animal care environment.
• Promote a Fear Free pet and client experience, in accordance with Covington Veterinary Hospital philosophy.
• Deal intelligibly, pleasantly and efficiently with clients on the telephone and in person, often doing several things at one time.
• Display tact and diplomacy with staff members and clients.
• Show professionalism and maturity to other staff members.
• Understand and carry out oral and written directions.
• Good critical thinking and problem-solving skills.
• Be flexible in attitude and work habits.
• Learn how to pronounce, spell and know the meaning of commonly used veterinary terms.
• Understand vaccinations, basic lab tests, common diseases and pet behavior.
• Able to use computer systems, word processing programs, email, web search and other skills needed to utilize the practice management software.
• Work does require sitting or standing for extended periods of time, ability to safely lift up to 30#, squatting, and/or twisting.

• High school diploma or equivalent
• Significant experience with basic office functions in a busy office environment.
• Veterinary experience preferred
• Complete 1 hour of continuing education per quarter.

6104 Covington Road, Fort Wayne, Indiana 46804, United States