Veterinary Receptionist

Veterinary Receptionist

Reporting to Practice Manager

Overview of Role:

A key member of the Veterinary Team. The role is responsible for providing excellent customer service to all clients and associates of Veterinary Practice.

Reception duties:

· Greet clients and visitors in a friendly, polite, and professional manner, delivering a high standard of customer care at all times.

· Maintain cleanliness and tidiness of all client\-facing areas, including the waiting room, bathrooms, and consultation rooms.

· Ensure all visitors and contractors sign in and out using the daily visitors’ log.

· Answer telephone calls promptly in accordance with practice protocols, directing calls appropriately, taking detailed messages, and ensuring timely communication.

· Schedule appointments and hospital bookings in line with practice policies.

· Dispense medications as directed by veterinary surgeons, including flea and worm treatments.

· Ensure clients leave with prescribed medications and fully understand dosage and administration instructions.

· Process client payments in accordance with practice policy.

· Prepare and provide required documentation for consultations, including obtaining client histories from other veterinary practices.

· Package and store laboratory samples correctly for collection, arranging laboratory courier services as required.

· Process client orders in accordance with practice procedures.

· Advise clients on the practice Health Plan and associated benefits.

· Update and maintain accurate client communications and records.

· Adhere strictly to GDPR and data protection guidelines.

· Transfer telephones to secure line prior to taking payment and ensure transfer in place at the beginning and end of each day as required.

· Register new clients, ensuring all information is accurately recorded and updated.

· Process Health Plan and insurance registrations or cancellations accurately within practice systems.

· Reconcile daily takings and submit daily transaction reports to the Practice Manager.

· Maintain accurate and up\-to\-date patient records.

· Demonstrate a working understanding of charity processes where applicable.

· Handle client complaints professionally and in line with practice policy.

· Manage incoming and outgoing post and emails on a daily basis

Additional Responsibilities

· Direct deliveries to the appropriate department and manage delivery documentation.

· Participate in Continuing Professional Development (CPD) and training as required.

· Follow all health and safety policies and procedures.

· Undertake any other duties reasonably required within the scope of the role.

Person Specification:

*The role would be best suited to someone who:*

· Enjoys working as part of a team

· Is calm, empathetic, and supportive in their approach

· Is flexible and able to adapt to change

· Is organised and works efficiently

· Maintains a professional appearance at all times

· Works well under pressure

· Is confident working independently when required

Skills/Qualifications:

· Good understanding of what is an emergency

· Excellent communication skills

· Able to prioritise workload efficiently

Excellent time management

Key Skills (KS) \& Experience (E) related to Role/Grade

Receptionist

Knowledge \& Skills (KS)

· Demonstrate a strong understanding of preventative healthcare, practice healthcare plans, and animal health insurance, and communicate these effectively to customers.

· Confidently triage emergencies, promptly alert the clinical team to impending situations, and organise the deployment of appropriate resources to meet patient and client needs.

· Work effectively within a clinical team environment, both independently and under guidance where required.

· Consistently model and deliver a high standard of customer service, setting expectations for colleagues through personal example.

· Take responsibility for infection control within reception and waiting areas, ensuring compliance with practice protocols.

· Understand and deliver a value\-for\-money service, balancing client care with commercial awareness.

· Organise and support in\-practice and local marketing initiatives to promote services and preventative healthcare uptake.

· Ensure full compliance with GDPR regulations in the handling and processing of client data.

· Resolve straightforward customer complaints efficiently and professionally.

· Take ownership of all customer complaints in the first instance, managing them through to resolution or escalating appropriately to a manager when necessary.

Experience (E)

· Significant depth and breadth of knowledge and practical experience across small animal practice.

· Experienced veterinary receptionist capable of delivering all aspects of the role to expected professional and operational standards.

Pay: £19,200\.00\-£19,831\.00 per year

Benefits:

• Bereavement leave


• Company pension


• Employee discount


• Enhanced maternity leave


• Free parking


• Health \& wellbeing programme


• On\-site parking


• Paid volunteer time


• Sick pay

• Veterinary: 1 year (required)

• English (required)

• United Kingdom (required)

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