Veterinary Receptionist

Well Haven Pet Health is built on a foundation of "Well People, Well Pets, Well Practice, and Well Community". With over 40 hospitals and growing, we are committed to supporting our teams with a positive culture, strong mentorship, and opportunities for growth. Our collaborative, team-centered approach ensures that both pets and people receive the care and support they deserve.

As the first point of contact, the Receptionist plays a crucial role in setting a positive and caring tone for each client’s experience. The primary responsibility of this position is to convert incoming calls into scheduled appointments, ensuring that every interaction is positive, welcoming, and results in client engagement. The role requires a proactive approach to managing calls, educating clients, and fostering relationships that encourage repeat visits and client loyalty.

The primary purpose of this role is to fill the client schedule each day to provide access to care.

• Greet clients and patients positively and in a friendly manner, ensuring every client feels welcome when they call or arrive.
• Maximize client call conversion by effectively managing incoming phone calls, addressing client needs, and scheduling appointments to ensure optimal veterinary care for pets.
• Convert > 20% of New Client incoming calls to scheduled appointments.
• Promote the practice’s Care Companion Plans and services during calls, educating clients and encouraging them to take advantage of preventive care options.
• Perform weekly proactive reminder phone calls to clients that are due or overdue for services, booking them for appointments as outlined in the Client Reminder SOP.
• Administer essential receptionist duties, including patient intake and discharge, while ensuring smooth transitions for every call-to-appointment process.
• Facilitate client education and utilization of client-facing online pharmacy.
• Handle cashier duties, including reconciling the cash drawer daily and completing opening and closing processes with precision and efficiency.
• Maintain accurate medical charts for all patients, ensuring thorough documentation and facilitation of a smooth transition from phone calls to in-person care.
• Work closely with the veterinary team to streamline patient flow and enhance the client’s experience, converting inquiries into scheduled appointments.
• Ensure the reception area remains clean and inviting, supporting an excellent first impression and facilitating smooth call-to-appointment transitions.

Provide exceptional service by converting every client call into a booked appointment, demonstrating professionalism, attentiveness, and strong knowledge of available services.

Exhibit strong communication and organizational skills to manage client calls effectively, providing accurate information and personalized service to increase appointment conversion rates.

Adapt to each client’s unique needs, ensuring calls are handled with empathy and responsiveness, ultimately increasing client satisfaction and fostering long-term relationships.

Proactively resolve customer complaints, ensuring each client feels heard and valued, resulting in continued trust and repeat visits.

• Adhere to OSHA standards and regulations as outlined in company policies to maintain a safe and compliant working environment.
• Learn basic veterinary technical skills, such as animal restraint and lab duties, to enhance client service and support the smooth flow of calls and appointments.
• Take on other responsibilities as assigned to contribute to overall team success and improve call-to-conversion efficiency.

• Demonstrated ability to convert incoming client calls into scheduled appointments, utilizing effective communication, relationship-building, and problem-solving skills.
• Multi-task in a fast‑paced environment while maintaining accuracy, especially during busy call periods.
• Remain calm and focused while addressing high call volumes and ensuring a positive experience for every caller.
• Learn new computer software systems (PIMs, scheduling, etc.) and use them to streamline client calls and…