REPORTS TO: Head Receptionist and Practice Manager


The receptionist is the clients first contact when calling or visiting the practice and as such represents the professional image of the practice to callers and visitors. The receptionist answers phones, greets clients, makes appointments, receives and relays client communications, checks clients in and out. An exceptional receptionist will have the ability to diffuse negative client situations and foster client bonding.


  • Education Requirements High School Diploma or equivalent
  • Customer service background desirable but not required
  • Typing skills required
  • Some computer knowledge, comfortable with word, typing and use of communication tools such as email


  • Significant experience with basic office functions in a busy office environment
  • Previous receptionist and veterinary practice experience desirable but not required


  • The receptionist must be able to Be flexible in attitude and work habits
  • Quickly learn how to pronounce, know the meaning of, and spell commonly used veterinary terms
  • Perform basic computer skills, and typing
  • Physical effort: requires lifting and carrying equipment
  • Safely handling animals
  • Getting animal weights and putting client and animal into proper exam room


Veterinary Knowledge/Client Education

  • Can answer client’s inquiries about basic animal care questions and routine procedures
  • Can educate clients on over-the-counter products such as shampoos and preventives to promote client education and sales
  • Can guide client to make appropriate decisions regarding optimum pet care
  • Can show compassion to a difficult client or a client that may be losing their pet

Admitting/Discharging Patients/Cash and Credit Card Handling

  • Can admit patients and handle medical record entries accurately
  • Can handle client/patient transfer with ease
  • Can prepare client invoices for services performed
  • Can accurately handle payment transactions
  • Can accurately and empathetically communicate estimates/treatment plans to clients


  • Can bond with clients during interactions
  • Can keep the front desk a positive area even in the event there is a client wait time

Schedule Management

  • Can work to maintain an effective veterinarian appointment schedule, screening emergencies and prioritizing cases that need to be seen.
  • Can properly get clients into the exams in the correct order and in a timely manner

Computer Knowledge/Telephone Skills

  • Receives and relays phone and email messages accurately and promptly
  • Answers telephones and handle calls quickly, efficiently, and in a professional and friendly manner using a multi-line system
  • Can enter and update client and patient information in the medical software
  • Has good computer skills and shows accuracy in inputting details

Personal Conduct/Attitude/Teamwork

  • Can maintain positive, cooperative relationships with other employees
  • Can display tact and respect with team members even when busy or hectic
  • Feel and express a genuine liking for animals and their owners and for working in an animal care field

Client Communication

  • Can conduct oneself in a confident and professional manner with clients even when situations are stressful and or focused on individual tasks

  • Can deal intelligibly, pleasantly and efficiently with clients, often doing several things at one time
  • Can greet clients with poise and natural efforts
  • Can outline costs and fees in a positive light while supporting hospital payment policies
  • Can turn phone shoppers into future clients through relationship building and bonding Can easily remember clients and patients names and uses them
  • Can handle client communications including procedure reminders Facility Maintenance
  • Can maintain a professional/welcoming appearance and smell of the front office through cleaning and organization
  • Can offer proper upkeep for and troubleshoot office equipment including PC’s, telephones, and copiers

Record Keeping/Scanning

  • Can accurately maintain records and timely scanning of all documents

Organization/Time Management

  • Can work almost constantly in the presence of other staff members and clients
  • Understand and carries out oral and written directions


  • Performs other duties as assigned
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