The receptionist is the client’s 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 telephones, makes appointments, greets clients, prepares patient files, receives/relays client correspondence, and updates client financial records. The exceptional receptionist can diffuse negative client situations and foster client bonding.

Education and Experience

  • High school diploma
  • Background as a veterinary receptionist is desirable, but not required.

Knowledge and Skills

  • Proficient in Microsoft Office software (i.e. Word, Excel, PowerPoint, Outlook)
  • Must be able to operate a computer, including basic typing skills
  • Must be able to learn and operate various veterinary software applications
  • Basic filing skills
  • Effectively manage multi-line phone system
  • Effective interpersonal communication skills
  • Excellent verbal and written communication skills
  • Effective in multi-tasking (prioritizing, accomplishing tasks, and delegating as needed)
  • Effectively handle stressful situations
  • Maintain and promote a positive work environment
  • The ability to communicate and work collectively with team members


Essential Duties and Responsibilities 

(Functions an individual can perform unaided or with the assistance of reasonable accommodation.)

  • Be on time and ready to work
  • Provide friendly, compassionate and quality customer care to the patients and clients of Brookside Veterinary Hospital.
  • Communicate effectively and efficiently with all members of the team
  • Welcome clients and patients to the practice with a warm and friendly demeanor
  • Schedule appointments after obtaining all necessary data concerning the patient and owner. Prepare all required forms such as new client form, health certificates, vaccine certificate, lab reports and euthanasia forms in advance when possible.
  • Follow hospital policies regarding patient admittance.
  • Determine whether immunizations/tests are current. Recommend update of necessary immunizations/test to clients.
  • Notify treatment team of patient arrival. Relay all necessary information to the doctors and technicians.
  • Discharge patients which include reviewing patient visit list for correct charges, entering those charges accurately into the computer, scheduling any follow-up appointments necessary.
  • Collect client fees, make change, process credit card transactions and Care Credit transactions.
  • Accurately prepare deposit slips, all closing of register duties and use the double check system for closing procedures. Although our office closes at 5:30 pm, closing duties extend until numbers are balanced, any errors are corrected and end of day reports have been completed.
  • Perform over-the-counter selling of specialty merchandise comprised of shampoos, conditioners, prescription diets, and other retail items stocked in the reception area. Exercise a technical knowledge of products sold and demonstrates salesmanship abilities. Explain and demonstrate products, answer questions concerning products, record sales transactions, make change and bag merchandise.
  • Collect lab samples from pet owners, charge client for testing if appropriate and take samples to the back staff.
  • Answer client’s inquiries about basic animal care questions and routine procedures.
  • Educate clients on over the counter products such as shampoos, external and internal parasite preventatives to promote client education and sales.
  • Check in patients and handle medical record entries accurately.
  • Prepare health certificates, immunization certificates, laboratory requests, and euthanasia forms.
  • Keep work areas clean, free from clutter, trash and organized.
  • Check in and checkout clients in a timely fashion.
  • Accurate and timely input of data into computer software system.
  • Prepare client invoices for services performed.
  • Accurately handle payment transactions.
  • Accurately and empathetically communicate estimates/treatment plans to clients.
  • Bond with clients during interactions.
  • Keep the front desk a positive area even in the event there is a wait time.
  • Work to maintain an effective veterinarian appointment schedule, screening emergencies and prioritizing cases that need to be seen.
  • Receives and relays telephone, fax and email messages accurately and promptly
  • Answers telephones and handles calls quickly, efficiently and in a professional, friendly manner using a multi-line system.


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.

  • Frequently required to bend, stand, stoop, walk, sit, talk, and listen, frequently working in a bent position.
  • Frequently 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 30 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. Follow federal and state animal health laws and regulations including OSHA and DEA.

Reporting Relationship

Reports to: Owner and Practice Manager
*Nothing in this job description restricts management’s rights to assign or reassign duties and/or responsibilities at any time.