Veterinary Hospital Receptionist

Petco•Lincoln, NE

3d•Onsite

About The Position

The Veterinary Hospital Receptionist, referred to in the posting as the Hospital Concierge, provides customer care to clients of Petco’s full-service Vetco Total Care hospitals. The Concierge represents the hospital’s mission and values and is typically the first and last person clients encounter. The role helps foster teamwork and an efficient daily workflow while ensuring that patients’ needs come first and that clients and patients have an exceptional experience. The Concierge manages phone calls and appointments, welcomes clients and patients, coordinates arrivals with technical staff, monitors wait times, and communicates with clients when delays or emergencies affect the schedule. The role also helps train new staff, keeps the waiting area clean and stocked, confirms appointments using clients’ preferred communication methods, and provides basic logistical support to technical staff when needed. The Concierge works under the direct supervision of the Hospital Office Manager and Hospital Leader on Duty and has no immediate supervisory duties. Work takes place in a Vetco Total Care full-service veterinary hospital. The role involves frequent direct contact with clients and their pets and regular communication with veterinary specialists and companies providing products or services used by the practice. Duties may involve bending, kneeling, lifting up to 30 pounds as necessary, and standing for long periods. Petco is an Equal Opportunity Employer.

Requirements

High school diploma.
At least one year of previous experience working in a veterinary practice or in a customer-facing role in another organization.
Excellent written and verbal communication skills.
Compassionate and sympathetic demeanor, with the ability to remain professional during emotional and stressful situations.
Exceptional telephone and computer skills.
Team-oriented and willing to learn new techniques and treatments, offer creative ideas, and accept change.

Nice To Haves

Previous experience using a Practice Management System.

Responsibilities

Answer the practice phone and route calls appropriately.
Maintain the hospital appointment calendar, including scheduling appointments from callers or visitors and reviewing online bookings.
Greet visitors, clients, and patients by name when they arrive, and notify technical staff of their arrival.
Monitor wait times and make accommodations during busy periods or when medical staff are handling emergencies.
Participate in training new staff members and disseminating knowledge as required.
Keep the waiting area clean and stocked, using special disinfectants when suspected contagious disease is present.
Confirm appointments the prior day using each client’s preferred communication method (phone, email, or text), and make necessary adjustments.
Provide backup logistical support to technical staff when rooms need to be loaded or patients discharged and primary staff are occupied.
Help optimize hospital workflow, including rescheduling appointments and communicating with clients about unexpected delays.
Ensure scheduled appointment durations are appropriate to the situation, including the number of pets and whether they are sick or well.
Perform additional duties as assigned.