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. As typically the first and last person clients encounter, the Concierge represents the hospital’s mission and values and helps create an excellent experience for pets, clients, and team members. The role supports efficient hospital operations by managing calls and appointments, welcoming visitors, coordinating with technical and medical staff, and responding compassionately to client concerns and changing circumstances. The Concierge works under the direct supervision of the Hospital Office Manager and Hospital Leader on Duty for activities involving the care and handling of patients and clients. The position has no immediate supervisory duties. Work takes place in a Vetco Total Care full-service veterinary hospital and involves regular direct contact with clients and their pets. The role may require bending, kneeling, lifting up to 30 pounds as necessary, and standing for long periods.
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.
- Compassion and sympathy, 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 and visitors, and review 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 medical emergencies.
- Participate in training new staff and disseminate knowledge as required.
- Keep the waiting area clean and stocked, using special disinfectants when contagious disease is suspected.
- Confirm appointments the prior day using the client’s preferred communication method—phone, email, or text—and make necessary adjustments.
- Understand basic practice logistics and provide backup support to technical staff with room setup or patient discharges when needed.
- Help optimize hospital workflow, including rescheduling appointments and communicating with clients when unforeseen circumstances cause delays.
- Ensure appointment durations are appropriate to the situation, considering factors such as the number of pets and whether they are sick or well.
- Respond to upset or unhappy clients with compassion and adaptability while supporting medical staff in delivering care.
- Perform additional duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
