Client Relation

General Knowledge

• Keep a street map readily retrievable, and give directions to the practice or direct to website.
• Be aware of the operations of the clinic, Know the range of services it provides, the species it treats, and provide information to clients.
• Be reasonably familiar with breeds and coat colors of animals.
• Competently speak and write the English language.
• Know and work in accordance with the policies of the clinic including provision of veterinary care, treatment of stray animals, deposits for hospitalized patients, payments, and credit.

General Tasks

• Always be in position and prepared to work by the start of each scheduled shift.
• 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.
• Maintain a list of tasks and engage in productive work during slow periods.
• Maintain strict confidentiality regarding clients and patients for whom the practice provides veterinary services.

Client-Interaction Tasks

• Provide full information to clients regarding import and export of animals.
• Advise clients of significant changes in policies or services since their last visit.
• Provide clients with accurate and thorough information about import and export of requirements without the need for a vet’s intervention
• Give estimates for services to be performed on patients upon request.
• Handle angry or grieving clients in a calm, reassuring manner.
• Follow scheduling guidelines to maximize efficiency when booking clients.
• Properly use emergency or open slots in the schedule.

Doctor/Technician-Support

• Ensure accurate delivery of messages to the vets, and follow up until the request has been fulfilled.
• Inform the Medical Director or doctors immediately of all bite or scratch wounds you suffer so that you can be referred for timely medical care by a physician, if necessary. Clean all wounds quickly and thoroughly.

Medical-Record Filing

• Understand the medical-record filing system.
• Know all possible locations for storage of records of hospitalized patients.
• Understand and properly use special record notations, including male, female, aggressive, caution, …etc.
• Transfer patient records upon owner’s request and confirmation.
• Add new clients and new patients into the computer system as appropriate.

Financial Tasks

• Answer clients’ questions regarding charges, or refer questions to the appropriate colleague.
• Properly record deferred payments using correct software procedure.

Management Support

• Train new receptionists in the basic skills of the position and the clinic’s vision.
• Train receptionists in the areas where they need to expand their skills and knowledge.
• Repair malfunctioning equipment or bring the malfunction to the manager’s attention.