The role of receptionist is extremely important as your appearance and manner create the first impression that the general public receives of the practice. Clients and visitors should be welcomed in a warm, friendly, courteous and professional manner.
- Understanding and implementing the practice organisation, services, standard procedures and policies.
- Answering telephone calls and enquiries at reception.
- Answering questions if possible, using the information from existing practice policies for vaccination, worming, defleaing, neutering and house visits, otherwise directing queries to a vet or nurse as appropriate.
- Booking appointments.
- Change appointment dates and times should the need arise.
- Putting clients on the waiting list, check computer records are up to date.
- Keeping clients in reception informed of any changes in appointment times, e.g. if an emergency has arrived.
- Setting up new computer records, checking for previous practice history, previous house address, any ongoing treatments.
- Telephoning other practices for
a) histories of pets to be registered
b) assisting booking of referral appointments.
- Returning calls to clients / other practices.
- Arranging for repeat prescriptions to be authorised by a vet and then collected by arrangement with the client.
- Inform clients of the arrival of medication, food, or return of ashes, etc.
- Ensuring all items are billed correctly.
- Receiving payment for treatments given to pets, medication collected, etc.
- Giving the client a receipt if required, showing treatments and payments made.
- Balance payments, ensure till is locked, remove key if leaving the desk.
- Send / fax history to new practices – check with vet first.
- Keeping reception clean, tidy and well presented, watch for any spillages / accidents by pets etc. Using appropriate cleaning equipment and ‘slip’ signs to prevent accidents, e.g. slipping on wet floors.
- Ensure retail items are appropriately displayed.
- Keep notice boards up to date.
- Cleaning cat sneeze barriers.
- Only admit injured / stray animals under the direction of a vet, or nurse if no vet is available
- Cooperating in planning and taking part in the reception rota.
- Assisting colleagues as required.
- Carry out all reception procedures as outlined in the Reception Procedures SOP.