Receptionist

Introduction

The purpose of this position is to serve as receptionist at Rondout Valley Veterinary Associates, to perform record keeping duties, to perform clerical duties related to animal patient care and treatment, and to provide miscellaneous support to the veterinary practice manager and health care team. This position requires a practical knowledge of hospital organization and services, the basic rules and regulations governing visitors and animal patient treatment, data transcribing, word processing, and mail service and a practical knowledge of the standard procedures, veterinary records and terminology used in the hospital.

Primary Job Responsibilities

• Open the practice and set up for the morning as directed.
• Close the practice for the evening as directed.
• Clean and straighten the public areas of the practice including the front desk, reception area, waiting area, office, public bathroom and exam rooms.
• Welcome clients and patients to the practice with a warm and friendly demeanor and provide for their comfort while they are in the practice. This includes greeting clients, showing them to waiting area, etc. Maintain an up-to-date magazine selection in the waiting area.
• Answer incoming telephone calls utilizing proper telephone etiquette. Screen those calls that are handled by other healthcare team members and take care of routine calls. Routine calls include those seeking information about veterinary services. Provide knowledgeable sub-professional advice concerning the care and treatment of animals including questions regarding hospital services, fees, animal care and treatment in accordance with hospital policies. Appropriately direct other questions and communication to a veterinarian practice manager or other health care team members.
• Prepare to receive appointments by retrieving client records and preparing needed forms in advance of clients’ arrival. Ensure that vaccination history and other pertinent information is entered into Cornerstone prior to the appointment. Complete required forms such as new client form, patient visit form, client report, consent forms, medical care plans (estimates), payment agreements, etc and obtain all necessary information.
• Handle emergency situations by following established clinic policies and procedures in referring clients for immediate treatment of their animals when requests are accompanied by complaints of acute symptoms. Determine the nature of injury/illness and attempt to reassure distressed pet owners.  
• Follow hospital policies regarding patient admittance. Determine whether immunizations/tests are current. Recommend update of necessary immunizations/tests to clients.
• Notify doctors of patient arrival. Relay all necessary information to the doctors and technicians.
• Discharge patients which includes entering all charges into the computer, reviewing the discharge instructions and medications (if a technician or assistant is unable to do so). Ensure that future reminders are set up in the computer system for the patient.
• Present clients with medications, instructions, new client kits and any other take home items. (as needed, typically this is done by an LVT.)
• Review the services that were rendered to the pet (verbally itemize the client receipt) and inform client of the total amount due. Assure that owners meet all financial obligations or that acceptable arrangements have been made.
• Accept payments from the client. Accurately process cash, checks, charge card payments and credit account payments.
• Schedule appointments for the clinic after obtaining all necessary data concerning the animal and owner. Prepare all required forms such as animal clinical records, health certificates, immunization certificates, lab reports, release forms and euthanasia certificates in advance, if possible.
• Dispense medications including providing routine instructions to owners concerning prescribed medications.  
• Perform over-the-counter selling of pet foods and supplies. Exercise a technical knowledge of products sold.
• Assist in the updating of client/patient files as needed including name, address, telephone numbers and vaccination and heartworm history 
• Retrieve and re-file medical records accurately and promptly.
• Perform an end-of-day procedure each evening. This would include reconciling invoices and balancing the cash drawer, running end-of day computer reports, preparing the bank deposit and presenting the reports and deposit information to the practice manger or owner.
• Enter data into the computer system as required. Retrieve and modify stored records. Maintain health certificate and rabies certificate files, including sending copies to appropriate government agencies. Maintain and purge medical records as directed.
• Prepare and send client correspondence such as reminder cards and letters, thank you letters, sympathy cards and welcome-to-the practice cards. Prepare miscellaneous correspondence as needed.
• Send reminder notices to clients. Make recalls to clients on a timely basis from a call back list.
• Perform a back up of the computer system on a regular basis as directed.
• Performs other duties as assigned.

Controls Over Work

The Receptionist works under the direct supervision of the Practice Manager who will indicate general assignments, limitations and priorities. Recurring assignments are performed independently. Deviations or unfamiliar situations are referred to the supervisor. Completed work is reviewed for technical accuracy and compliance with established procedures.

Skills and Knowledge:    

Knowledge of hospital procedures and operating instructions for making appointments, assembling patient medical records, recording test results, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.

Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record results of tests and file veterinary medical reports according to alpha, numeric or subject matter headings.

Personal contacts are with animal owners affected by a variety of problems, visitors and other healthcare team members. Considerable tact and diplomacy is required. Must accurately relay owner’s account on the medical complaint(s) of the animal(s) involved to the healthcare team members who will be involved in treating the patient(s).

Physical Effort

The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job, the employee is frequently required to bend, stand, stoop, walk, sit, talk, and listen; will use hands to manipulate, handle, or feel; will reach with hands and arms. The employee must be able to occasionally lift and/or move up to 150 pounds. 

Work Environment

While performing the duties of this job, the employee is exposed to hazards associated with aggressive patients; hazards associated with infected animals and controlled substances; exposure to unpleasant odors and noises; exposure to bites, scratches and animal wastes; possible exposure to contagious diseases.