Job Purpose:
The reception staff of MAH plays a vital role in the realization of our mission statement. As the first and last team members to interact with the clients, they are in essence the “face” of Macungie Animal Hospital and greatly form the clients’ first impression of the practice.
The position of Client Service Representative (Receptionist) presents many challenges requiring patience, maturity, empathy, and strong communication skills. Whether via phone or in person, this team member must exhibit confidence and professionalism at all times. She (he) must be polite, proficient, pleasant and compassionate. Our goal of excellence in patient care requires we go above and beyond accepted veterinary standards and our achievement of AAHA accreditation demonstrates our dedication to that goal. This begins at the reception desk the moment the client walks through the front door or makes that initial phone call.
The client service staff can expect to spend nearly all of their workday at the front desk. Responsibilities include greeting clients and patients, scheduling appointments, proper check-in procedures, paging appropriate staff members, processing payments, and accurate filing and retrieving of paper files and referrals. A calm, pleasing atmosphere should be maintained as well as a clean and well-organized work area. Patient emergencies should be handled with speed and efficiency with as little stress as possible to the owner. Emotional individuals displaying distress, anxiety, or agitation should be moved to a private area to prevent disruption and should be approached with tact and diplomacy. Patient deaths and euthanasia must be handled with kindness and compassion with every effort made to assist the grieving process. All pet owners should be treated with respect in a nonbiased fashion with strict adherence to patient and client confidentiality.
Regular attendance, timeliness, a neat and clean appearance, and strict adherence to the MAH dress code are essential functions to fulfill the requirements of this position. The Client Service Representative works under the direct supervision of the Client Service Representative Team Leader who will indicate general assignments, limitations, and priorities. Recurring assignments are performed independently. Deviations or unfamiliar situations are referred to the Practice Manager. Completed work is reviewed for technical accuracy and compliance with established procedures.
Reception staff should work well with all other veterinary team members. Mutual respect and cooperation are essential to ensure a positive work environment. A dynamic and motivated staff that works well together is imperative to ensure continued advancement and progression to improve the practice.
With adherence to our high standards of medical treatment and personal work ethics, every client will feel their pet has received the best care possible, delighted to continue their relationship with us, and anxious to refer other pet owners to our practice.
Primary Job Responsibilities:
General Knowledge and Tasks
- Able to give directions to the practice.
- Know the range of services the practice provides and the species it treats.
- Be reasonably familiar with breeds and coat colors.
- Follow OSHA standards. Be able to find Material Safety Data Sheets quickly.
- Know standard medical AAHA-approved abbreviations.
- Use proper medical terminology when speaking and writing.
- Communicate with clients about the various pet-identification systems available, including tags and microchips.
- Know the policies regarding the provision of veterinary care, treatment of stray animals, payments, credit, pet health insurance, and finance fees.
- Always be in position and prepared to work by the start of each scheduled shift.
- Maintain accurate personal work time records.
- Maintain a professional appearance while at work, including clean and pressed uniforms or clothes.
- Smile and maintain an even, friendly demeanor while on the job.
- Perform job tasks efficiently without rushing.
- Handle stress and pressure with poise and tact.
- Show respect for clients, team members, and animals (alive or deceased) at all times.
- Engage in productive work during slow periods.
- Assist other employees as needed. Take over for colleagues when they are called away to another priority.
- Familiarize yourself with the Employee and policy manuals.
- Participate in all staff and training meetings.
- Maintain constant vigilance regarding open doorways that could allow pets to escape from the facility.
- Maintain strict confidentiality regarding clients and patients for whom the practice provides veterinary services.
- Be prepared to handle any facility emergency that may arise, including facility fire or weather-related emergencies. Follow contingency plans.
Physical Demands:
- Frequently position self and move about the reception area to file, use office machinery such as fax machines and computers, and assist clients with the merchandise.
- Frequently transport inventory to stock shelves and retrieve supplies and food from the stock room.
- Frequently handle food bags up to 35 pounds.
- Occasionally assist clients to the parking area with merchandise.
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; and possible exposure to contagious diseases.
Note: When duties and responsibilities change, the job description will be reviewed and subject to changes of business necessity.
You can find us on the web at www.macungieanimalhospital.com. If you would like to work in our state-of-the-art veterinary hospital and you share our philosophy, please send a cover letter and a copy of your resume to portal@macungieanimalhospital.com.
