Veterinary Hospital Receptionist
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 and represents the hospital’s mission and values. As typically the first and last person clients encounter, the Concierge helps create a positive experience for clients and patients while supporting cohesion and motivation within the practice. The role contributes to efficient day-to-day hospital operations and helps maintain an environment where patient needs come first, team members can deliver excellent care, and issues are addressed promptly. The Concierge manages client communications and appointment scheduling, welcomes clients and patients, coordinates arrivals with technical staff, monitors waiting times, and helps adjust workflow when emergencies or other circumstances affect schedules. The role also supports staff training, keeps the waiting area clean and stocked, and provides backup logistical assistance to technical staff when needed. The position works under the direct supervision of the Hospital Office Manager and Hospital Leader on Duty for activities related to patient and client care and has no immediate supervisory duties. Work is conducted in a Vetco Total Care full-service veterinary hospital. The position involves frequent direct contact with clients and their pets, and regular communication with veterinary specialists and companies supplying products or services used by the practice. Duties may involve bending, kneeling, lifting up to 30 pounds as necessary, and standing for long periods.
Requirements
- High school diploma.
- At least 1 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 manner, with the ability to maintain a professional attitude and demeanor during emotional and stressful situations.
- Exceptional telephone and computer skills.
- Ability to be a team player, 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, schedule appointments from callers or visitors, and review online bookings.
- Greet visitors, clients, and patients by name when they arrive, and notify technical staff of arrivals.
- Monitor wait times and make accommodations during busy periods or when medical staff are responding to emergencies.
- Participate in training new staff members and disseminate knowledge as needed.
- Keep the waiting area clean and stocked, using special disinfectants when a contagious disease is suspected.
- 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 longer-than-expected waits.
- Ensure appointment durations are appropriate to the circumstances, such as the number of pets and whether they are sick or well.
- Formulate strategies that support both an optimal client and pet experience and the medical staff’s ability to focus on care.
- Perform additional duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
