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Veterinary Front Desk Coordinator

2 months ago

Traverse City, Michigan, United States Mission Veterinary Partners Full time

Job Summary:

The Veterinary Receptionist is a key member of our team, responsible for providing exceptional client service and creating a positive first impression for our clients and their pets. As a Receptionist, you will be the first point of contact for clients, answering phone calls, scheduling appointments, and handling payment and financial issues.

Responsibilities:

  • Maintain and uphold the Core Values and Mission Statement of Mission Veterinary Partners.
  • Greet clients and pets by name with a smile and a positive, solution-oriented attitude.
  • Answer phone calls promptly and professionally, using a multi-line phone system to answer client inquiries about basic animal care and routine procedures, questions about veterinary services and products, and provide knowledgeable advice about wellness, prevention, and diseases.
  • Screen and route calls to appropriate staff, taking and delivering messages promptly to appropriate staff, and pulling medical records of patients so staff can properly document information.
  • Schedule appointments and surgeries according to hospital scheduling guidelines and make surgery and appointment confirmation calls.
  • Note in medical records the details discussed during client conversations, including the date, time, key points of the discussion, and any required information.
  • Enter accurate charges, explain invoices to show value for care provided, stating all services and products provided before the total, and echo doctors' recommendations when checking out clients.
  • Collect payment when services are rendered, including making change for cash payments, processing credit cards, and getting proper ID for checks.
  • Verify the eligibility of clients with charge accounts.
  • Check medical and computer records for accurate client addresses, phone numbers, email addresses, and scan appropriate new documents to patient's medical records.
  • Fill prescriptions refill forms and provide routine administration instructions to clients.
  • Advise clients on flea/tick preventative, heartworm preventatives, pre-anesthetic testing, pain management, shampoos, home dental products, and other retail items.

Qualifications:

  • Demonstrated commitment to Mission Veterinary Partners' core values.
  • Computer knowledge required, including keyboarding and use of communication tools (email/internet).
  • Working knowledge of veterinary terminology, including the ability to pronounce, spell, and know the meaning.
  • Excellent spelling and grammar skills.
  • Ability to handle varied and sometimes difficult conditions, including exposure to highly emotional situations.
  • Ability to display tact and respect with clients and team members, even when busy or hectic.
  • Ability to conduct oneself in a confident, calm, and professional manner with clients and staff when situations are stressful and/or focused on individual tasks.
  • Must feel and express a genuine liking for animals and their owners and for working in an animal care field.