Lead Receptionist

Country Critters Veterinary Clinic•Elizabethtown, KY

About The Position

The Lead Receptionist performs the duties of a Receptionist while leading the Reception Team. As the practice’s first point of contact for clients by phone and in person, this role represents a professional and positive image. The receptionist answers telephones, greets clients, prepares patient files, escorts clients and patients to exam rooms, receives and relays client correspondence, and updates client financial records. The role also calls for the ability to diffuse negative client situations and foster client bonds. The position includes client service and education, appointment and patient administration, payment processing, communication, and maintaining an organized front office. The Lead Receptionist leads a team of receptionists but has no formal supervisory responsibilities. Cross-training and other duties may be required.

Requirements

At least 2 years of reception experience in a veterinary practice, or an equivalent combination of experience and education.
Basic computer skills using Microsoft Word and Outlook.
Ability to participate remotely in the online applicant and new-hire onboarding process.
Ability to complete computer-based training.
Ability to communicate effectively with all audiences.
Good visual acuity and close vision for computer work.
Comfort working around unpleasant odors, noises, and animal feces, and exposure to animals, including their actions and ailments.
Ability to lift up to 50 pounds.
Ability to perform repetitive wrist movements while using a keyboard.
Ability to sit, stand, and walk for long periods.
Ability to walk up and down stairs multiple times per day.

Nice To Haves

Customer service experience is preferred.

Responsibilities

Demonstrate veterinary knowledge and educate clients about animal care, routine procedures, and optimal care.
Educate clients about over-the-counter products, including shampoos and nutraceuticals, and heartworm and external-parasite preventives, supporting client education and sales.
Admit and discharge patients and accurately enter medical records using veterinary practice software and an alphabetical filing system.
Prepare health, immunization, laboratory request, and euthanasia certificates.
Handle client and patient transfers.
Prepare client invoices for services and accurately process payments.
Communicate estimates and treatment plans accurately and empathetically.
Build customer relationships that foster long-term bonds with the clinic.
Create a positive and welcoming environment for clients during wait times.
Maintain the veterinarian appointment schedule, screen emergencies, and prioritize cases that need to be seen.
Answer telephone calls promptly, efficiently, professionally, and in a friendly manner using a multi-line system.
Provide accurate follow-up on messages, calls, email, and fax communications.
Maintain positive, cooperative relationships with other associates.
Show genuine care for animals and interest in the veterinary field.
Develop client correspondence, including procedure reminders, thank-you cards, welcome cards, sympathy arrangements and cards, and accounts-receivable statements.
Keep the front office clean, organized, professional, and welcoming.
Maintain and troubleshoot office equipment, including computers, telephones, copiers, and fax machines.
Lead the team of receptionists.
Cross-train and perform other duties as required.