Veterinary Hospital Receptionist

Petco•Maricopa, AZ

About The Position

The Veterinary Hospital Receptionist, referred to in the description as the Hospital Concierge, provides excellent customer care to clients of Petco’s full-service Vetco Total Care hospitals. As a frequent first and last point of contact, the Concierge represents the hospital’s mission and values, helps ensure a positive experience for clients and patients, and contributes to teamwork and efficient day-to-day hospital operations. The role coordinates communications and appointment flow, including answering and routing calls, scheduling and confirming appointments, greeting clients and patients, monitoring wait times, and communicating delays. The Concierge also maintains a clean, well-stocked waiting area and provides basic logistical backup to technical staff when needed. The position requires compassion, adaptability, professional communication during stressful situations, and a focus on both client experience and enabling medical staff to provide excellent care. The position is conducted in a Vetco Total Care full-service veterinary hospital and involves frequent direct contact with clients and their pets. The role reports directly to the Hospital Office Manager and Hospital Leader on Duty for activities related to patient and client care. It has no immediate supervisory duties.

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, with the ability to maintain a professional attitude and demeanor during emotional and stressful situations.
Exceptional telephone and computer skills.
Willingness to learn new techniques and treatments, offer creative ideas, accept change, and work as a team player.

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 and notify technical staff when clients and patients arrive.
Monitor wait times and make accommodations during busy periods or when medical staff are handling emergencies.
Participate in training new staff and sharing knowledge as needed.
Keep the waiting area clean and stocked, using special disinfectants when 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 basic logistical backup to technical staff when rooms need to be loaded or patients discharged and primary staff are occupied.
Optimize hospital workflow, including rescheduling appointments when appropriate and communicating with clients about 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 compassionately and flexibly to upset or unhappy clients while supporting the medical staff’s ability to deliver care.
Perform additional duties as assigned.