Objectives: The purpose of this position is to serve as Receptionist at Reynolda Veterinary, to perform record keeping duties, to perform clerical duties related to patient care and treatment, and to provide miscellaneous support to the Veterinary Practice Manager and health care team. These service functions include, but are not limited to, reception (visitor and telephone), maintenance of veterinary medical records, accounts maintenance, cash processing, data entry, word processing and mail service. 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 a practical knowledge of the standard procedures, veterinary records and terminology used in the hospital. Regular attendance and timeliness are an essential function to fulfill the requirements of this position.
Position type and expected hours of work:
Clerical
COMPETENCY:
Basic Skills
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position does require a large amount of time standing, walking, and sitting.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust to focus.
Position type and expected hours of work:
- Full or Part-Time
- 8-hour Shifts Monday – Friday for Full-Time
- Weekend shifts required
- Overtime may be required
- High school diploma or equivalent
- Veterinary experience preferred
Clerical
- Open the practice and set up for the morning 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.
- Schedule appointments, obtaining all necessary data concerning the patient and owner. Prepare all required forms in advance when possible, such as animal clinical records, health certificates, immunization certificates, lab reports, release forms and euthanasia certificates in advance, if possible.
- Prepare to receive appointments by retrieving client records, preparing needed forms in advance of clients’ arrival. Complete required forms such as new client form, patient visit form, client report, consent forms, estimates, payment agreements, etc. and obtain all necessary information.
- 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. Ensure that future reminders are set up in the computer system for the patient.
- Accurately process and collect client fees, make change, process credit card transactions, and post and record payments.
- Assist in making count of cash drawer and running end of day transactions.
- Assist in the updating of client files; prepare and mail thank you cards and “welcome aboard” cards, reminders. Follow-up with clients when clinic records indicate no recent visits.
- Confirm that each patient has future reminders for preventative care services.
- Retrieve and re-file medical records accurately and promptly.
- Perform a variety of clerical duties, receiving, sorting, distributing mail, sending out mailings, cleaning, organizing reception area, type memos, correspondence, reports and other documents. Assist in the ordering, receiving, stocking and distribution of supplies.
- Close the practice for the evening as directed
- 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, offering coffee, 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. Offer to send a hospital brochure to any telephone shopper calling the hospital. 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 member.
- Present clients with medications, instructions, new client kits and any other take home items.
- Offer/Conduct tours of the practice.
- 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.
- Follow hospital policies regarding patient admittance. Determine whether immunizations/tests are current. Recommend update of necessary immunizations/tests to clients.
- Follow established hospital policies and procedures in referring clients for immediate treatment of their pets when requests are accompanied by complaints of acute symptoms. Determine nature of injury/illness and attempt to reassure distressed pet owners. Determine whether immunizations and/or tests are current. Recommend update of necessary immunizations and/or tests to clients when applicable.
- Fill veterinary prescriptions with appropriate medication; provide routine instructions to owners concerning prescriptions for medications.
- Perform over-the-counter selling of specialty merchandise comprised of pet grooming aids and sundry veterinary items. Exercise technical knowledge of products sold and demonstrate salesmanship abilities. Explain and demonstrate products, answer questions concerning products purchase/ use.
- Collect lab specimens from pet owners, match patient record to the sample and submit samples to veterinary technician or nurse.
- Discharge patients. Review charts of patients being discharged from the clinic for completeness of information, make new appointments or note changes in patient status as necessary. Enter charges and set up future reminders in system. Present clients with medications, instruction.
- As required, enter data into the computer system, retrieve and modify computerized records.
- Use practice management software to create reminder lists, receipt and invoice, update medical/client records
- Use Word processing software to produce general correspondence or special mailings.
COMPETENCY:
Basic Skills
- Possession of strong organizational skills.
- 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.
- Understanding the implications of new information for both current and future problem-solving and decision-making.
- Ability to work independently on assigned tasks as well as to accept direction on given assignments.
- Regular attendance and timeliness are an essential function in order to fulfill the requirements of this position.
- Performs other duties as assigned.
- Ability to multi-task
- Excellent verbal and written communication skills. Possess exceptional interpersonal communication skills.
- Requires strong client service skills. Personal contacts are with pet owners affected by a variety of problems, visitors and other healthcare team members. Considerable tact and diplomacy are required. Must accurately relay owner’s account of the medical complaint(s) of the pet(s) involved to the healthcare team member who will be involved in treating the patient(s).
- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Requires active listening skills, giving full attention to what other people are saying, taking time to understand the points be made, asking questions as appropriate and not interrupting at inappropriate times.
- Requires telephone conversations
- Requires use of electronic mail
- Requires writing letters and memos
- Requires face-to-face discussions with individuals or team members
- Work well with all employees and ensure that your actions support the hospital, the doctors, and the practice philosophy.
- Ability to work independently on assigned tasks as well as to accept direction on given assignments.
- Monitoring/Assessing performance of yourself, other individuals or the practice to make improvements or take corrective action.
- Ability to adjust actions in relation to other’s actions
- Teaching others how to perform a task
- Actively looking for ways to help others
- Being aware of others’ reactions and understanding why they react as they do.
- Requires dealing with unpleasant, angry or discourteous people
- Knowledge of computers and relevant software applications including MS Office (Word).
- Perform routine maintenance on equipment and determine when and what kind of maintenance is needed.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position does require a large amount of time standing, walking, and sitting.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust to focus.
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Please note that yearly wellness exams and vaccines are being scheduled 1 month out from requested date.
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