Hospital Receptionist

The Receptionist plans and coordinates a variety of service functions that are related to the front desk operations and the healthcare team

Job TItle: Hospital Receptionist

Employment Tyoe: Permanent

Salary Range: $5,000 to $6,000

Position Overview

The Receptionist plans and coordinates a variety of service functions that are related to the front desk operations and the healthcare team. These functions include but are not limited to, reception (client and phone), maintenance of records, accounts maintenance, cash processing, ordering of administrative supplies and equipment, data entry, and retailing of veterinary sundry items. The Veterinary Receptionist role also includes providing accurate information to inquiries from clients and other members of the team and maintaining a positive and professional relationship with clients and our referring community and scheduling appointments and surgical procedures in the hospital for patients utilizing their knowledge of doctor’s availability and activities, and space in the clinic. Recurring assignments are performed independently. Deviations or unfamiliar situations are referred to the supervisor.

RESPONSIBILITIES

Client Relations

• Welcome clients and patients to the practice with a professional, warm, and friendly demeanor and provide for their comfort while they are in the practice. This includes greeting clients, showing them to the waiting area, etc.
• Handle emergencies by following established clinic policies and procedures in referring clients for immediate treatment of their animals when requests are accompanied by complaints of acute symptoms. Determine the nature of injury/illness and attempt to reassure distressed pet owners.
  • Handle emergency cases appropriately by keeping clients and patients at ease before the arrival of the doctor
  • Promptly notify the doctor and technicians of the arrival of patients, and the state of patients’ condition to avoid keeping patients with serious conditions waiting for long as this could worsen their condition.
  • Ensure that patients do all necessary paperwork accurately before they are discharged from the hospital.
  • Follow hospital policies and practices regarding patient admittance and discharge.
  • Determine whether immunizations/tests are current and recommend updates of necessary immunizations to clients.
  • Schedule appointments for the clinic after obtaining all necessary data concerning the animal and owner. Prepare all required forms such as immunization certificates, release forms, and euthanasia certificates.
  • Ensure that future reminders are set up in the computer system for the patient.
  • Present clients with medications, instructions, new client kits, and any other take-home items.
  • Review the services that were rendered to the animal with the client and inform the client of the total amount due. Assure that owners meet all financial obligations or that acceptable arrangements have been made.
  • Offer professional compassion and support during difficult situations such as euthanasia

Administrative Duties

• 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.
• Perform/oversee the performance of hospital invoices, and statements, taking care of collection accounts, maintaining accounts receivables, and performing related tasks.
• As required, enter data into the computer system, and retrieve and modify computerized records. The practice management software includes, but is not limited to such areas as a reminder list of patients for periodic notifications, receipt and/or invoicing to update medical/financial records; Peachtree entries, client records, patient records, medical records, time clock; etc.
• Perform a variety of clerical duties, receiving, sorting, distributing mail, sending out mailings, cleaning, organizing reception area
• Assist in the updating of client/patient records as needed including name, address, telephone numbers, and vaccination and heartworm history
• Perform an end-of-day procedure each evening. This would include reconciling invoices and balancing the cash drawer, running end-of-day computer reports, preparing the bank deposit, and presenting the reports and deposit information to General Manager.
• Enter data into the computer system as required. Retrieve and modify stored records.
• Prepare and send client correspondence such as emails, reminder cards, letters, thank you letters, sympathy cards, and welcome-to-the-practice letters/cards. Perform miscellaneous correspondence as needed.
• Accept payments from the client. Accurately process cash, checks, charge card payments, and credit account payments. Know fees for routine services.

Animal Care

• Provide knowledgeable sub-professional advice concerning the care and treatment of animals including questions regarding hospital services, fees, animal care, and treatment by hospital policies.
• Send reminder notices to clients for periodic notifications. Make recalls to clients on a timely basis from a call-back list.
• Help clients schedule appointments when referred to a specialist, including directions, records, and test results to bring and follow up on the status of patients after specialty care.
• Promote practice protocols on wellness and prevention, including ancillary services such as pick-up; emergency services; etc.
• Perform over-the-counter selling of pet foods and supplies. Exercise a technical knowledge of products sold.
• Collect lab specimens from pet owners, match patient records to the sample, and submit samples to the Vet Technician/Assistant.

Hospital Support

• Tidy up and straighten the public areas of the practice including the front desk, reception area, waiting area, office, public bathroom, and exam rooms.
• Work well with all team members and ensure that your actions support the hospital, the doctors, and the practice philosophy.
• Performs other duties as assigned.
• Appropriately directs questions and communication to Management, Veterinarian, or other health care team member.

REQUIREMENTS

EDUCATION AND LICENSURE REQUIREMENTS

• 5 CSEC/O’Levels Certifications or equivalent inclusive of Math and English.
• Experience working as a Receptionist and/or Data Entry Clerk
• Computer Literate with Peachtree/Quick Books experience desirable but not required.

SKILLS AND KNOWLEDGE

• Knowledgeable regarding related federal and state animal health laws and regulations including OSHA. Ensure that the hospital and the healthcare team comply with regulations. Inform the veterinary practice manager of any regulatory issues.
• Requires knowledge of hospital procedures outlined in the current employee manual and those implied (reasonable expectations).
• Strong communication, leadership, and motivation skills. Has the ability to effectively solve problems.
• Meeting quality standards for services, and evaluation of client satisfaction.
• Possession of strong organizational skills.
• Excellent verbal and written communication skills. Possess exceptional interpersonal communication skills.
• Knowledge of regulations including OSHA. Inform the staff Veterinarian and Hospital Administrator of any regulatory issues.
• 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.
• 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 the 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).
• Critical thinking - Understanding logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to work independently on assigned tasks as well as to accept direction on given assignments.
• Knowledge of computers and relevant software applications including MS Office (Word), managing files and records, and other office procedures.

PERSONAL REQUIREMENTS

• Frequently position self and move about the reception area to file, use office machineries such as printer equipment, machines, and computer, and assist clients with the merchandise.
• Frequently handling 20 pounds and occasionally handling over 40 pounds with help.
• Frequently required to communicate with clients, team members, and associates. Must be able to exchange accurate information.
• Can stay calm and efficient during a medical crisis.
• Can work effectively with doctors.
• Is experienced in teamwork and works well with all hospital staff members.
• Has excellent client and staff communication skills.

 Job Ref: DJ