Lead Receptionist

Wellhaven Pet Health • Bend, OR

2d • Onsite

About The Position

WellHaven Pet Health is built on a foundation of "Well People, Well Pets, Well Practice, and Well Community" it's the heart of everything we do. 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. Join us in shaping the future of veterinary medicine - Come Grow with Us! Job Summary The Lead Receptionist is the hospital's primary point of contact, representing the front desk and serving as the first point of interaction for patients and clients. In addition to assisting clients, this role provides training and support to fellow receptionists. The Lead Receptionist works closely with the Practice Manager, Principal Doctor, and Lead Veterinary Technician to oversee daily operations and ensure the highest standard of care. This position is key in shaping a positive, welcoming experience for both clients and patients, setting a friendly and compassionate tone from the very first interaction. The focus of our reception team members is to convert incoming calls into scheduled appointments, ensuring each interaction is both friendly and productive, fostering client engagement. A proactive approach is needed to manage calls, educate clients, and build relationships that encourage repeat visits and loyalty. Receptionists play a vital role in driving the practice forward by saying "YES" to pets and booking appointments.

Requirements

• Demonstrated ability to Convert incoming clients calls into scheduled appointments, utilizing effective communication, relationship-building, and problem-solving skills.
• Demonstrated ability to Motivate others in the practice to support top tier customer service and patient-centered care.
• Demonstrated ability to Multi-task in a fast-paced environment while maintaining accuracy, especially during busy call periods.
• Demonstrated ability to Remain calm and focused while addressing high call volumes and ensuring a positive experience for every caller.
• Demonstrated ability to Learn new computer software systems (PIMs, scheduling, etc.) and use them to streamline client calls and appointments.
• Demonstrated experience with/knowledge of Handling dogs, cats, and exotic animals.
• Demonstrated experience with/knowledge of Typing 40+ wpm (keyboard).
• Demonstrated experience with/knowledge of Basic MS Office products (Word, Excel) and email systems.
• Able to demonstrate Strong Customer Service Focus while effectively adapting to individual clients and their needs
• Able to demonstrate Excellent communication skills and the ability to manage a variety of emotional situations – remaining empathetic, compassionate, and approachable
• Able to demonstrate Excellent phone demeanor
• High School Diploma or equivalent
• Minimum 3 years customer service experience – front desk experience a plus!
• 1+ years of experience working with computers (typing, email, other software, etc.)

Nice To Haves

• Veterinary experience a plus!

Responsibilities

• Greet clients and patients in a positive, welcoming, and friendly manner, creating an enthusiastic and warm environment.
• 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 coming due or overdue for services. The purpose of these outbound calls is to book the client for appointments, as outlined in the Client Reminder SOP. This is critical to supporting the WellHaven mission of delivering patient-centered care.
• Administer essential reception duties, including answering and managing incoming phone calls, scheduling patient appointments, managing patient intake and discharge
• Administer basic cashier duties, including reconciling the cash drawer daily (opening and closing processes)
• Prepare and maintain thorough and accurate medical charts for all patients, consistently meeting hospital quality control standards
• Maximize the efficiency of the veterinary team?by effectively managing patient flow
• Ensure the reception area remains clean and inviting, supporting an excellent first impression and facilitating smooth call-to-appointment transitions.
• Assist in recruiting new team members for the hospital
• Train and mentor new and existing Receptionist team members
• Ensure Reception team complete all assigned hospital duties before the end of the shift
• Assist Practice Manager with Reception team scheduling
• Assist in managing hospital supplies, including inventory tracking and restocking as necessary
• Perform cashier responsibilities, including daily reconciliation of the cash drawer during opening and closing processes
• Takes an active role in hospital team meetings
• Provide exceptional service by converting every client call into a booked appointment, demonstrating professionalism, attentiveness, and a 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.

Benefits

• Commitment to Diversity
• Reasonable accommodation to known physical or mental limitations of applicants during the hiring process and to an otherwise qualified employee with a disability unless the accommodation would impose an undue hardship on WellHaven.
• Pay Transparency Disclaimer

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED