Receptionist Job Description
This is a guide and should be used as such. Specific tasks expected of a receptionist will vary from practice to practice. Each practice team member should be aware of their specific responsibilities and how they as an individual contribute to the overall success of their team and the practice.
Role:
Receptionist
Department:
Quantock Veterinary Hospital
Reports to:
Practice Manager and Head Receptionist
Organisation Chart:
Receptionist
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 the Veterinary Practice.
Responsibilities:
* Greet clients and visitors to the Practice in a friendly and helpful manner and provide high levels of customer care.
* Ensure client areas such as waiting room/bathroom are always clean and tidy.
* Answer the telephone promptly in accordance with Practice protocols. Directing calls to the appropriate department and person, taking detailed messages as required and ensure messages are passed to the appropriate person in a timely manner.
* Make appointments and hospital bookings for clients according to practice policies.
* Ensure clients leave with medication prescribed and understand how and when to use this.
* Take payments from clients in accordance with Practice policy.
* To ensure provision of required documentation for consultations sessions such as client histories from other veterinary practices.
* Ensure laboratory samples are processed and stored for collection in accordance with practice procedure.
* To audit and maintain patient records.
* Liaise with dispensary staff regarding stock taking and replenishing drug and food stock.
* Process client orders in accordance with Practice policy.
* Develop a comprehensive knowledge of, charity account administration procedures and protocols.
* Direct deliveries to the appropriate department and to deal with delivery notes.
* Update client communications as required.
* Cashing up and reconciliation according to practice procedure.
* Undertake CPD and training as required.
* Ensure own safety, and the safety of others who may be affected by your actions
* Undertake any other duties as may reasonably be required of you in the post
Person Specification:
The role would be best suited to a person who:
* Enjoys working as part of a team.
* Calm and Empathetic
* Flexible and able to adapt to change
* Organised and efficient
* Flexible in working patterns to include evenings and weekends
Skills/Qualifications:
* Good understanding of what is an emergency
* Excellent communication skills
* Able to prioritise workload efficiently
The following are guidance on specific reception roles.
Key Skills (KS) & Experience (E) related to Role/Grade
Trainee Receptionist
KS: Understand and deliver a professional and reliable customer service. Ability to work in a team. Ability to work with and safely handle & restrain animals. Understand the principles of safe dispensing and perform safe dispensing as per practice protocols.
E: Relevant customer service experience (any customer service experience), GCSEs as a minimum requirement.
Receptionist
KS: Understand and be able to communicate effectively with customers regarding preventative healthcare, practice healthcare plans and animal health insurance. Ability to triage emergencies, alert clinical team to impending emergency, organise deployment of requisite resources to meet customer need.
KS: Ability to work in a clinical team with/without guidance from others. Ability to develop more junior colleagues through coaching and mentoring and give them opportunities to develop specific skills.
KS: Demonstrate to colleagues the expected level of customer service delivery on a consistent basis. Assume responsibility for infection control in the reception and waiting areas.
KS: Understand and deliver a value for money service. Understand and be able to organise and deliver in-practice and local marketing initiatives. Comply with GDPR regulations regards handling customer data. Ability to resolve simple customer complaints.
KS: Ability to work in a clinical team with/without guidance from others. Ability to develop more junior colleagues through coaching and mentoring and give them opportunities to develop specific skills.
E: Successfully completed reception traineeship or previous receptionist experience in a veterinary practice (or similar environment)
Senior Receptionist
KS: Ability to manage own workload and work as part of a team. Ability to develop more junior colleagues through coaching and mentoring and give them opportunities to develop specific skills. Ability and knowledge to manage all customer complaints in the first instance, take responsibility for complaints until resolved or a manager becomes available to manage a complaint to resolution. Have a strong customer service ethos and consistently deliver the expected level of customer service. Have a patient-focus and proactive approach to managing the appointment book. Have an informed understanding of the common conditions and treatments offered at the practice.
E: an experienced receptionist capable of managing their own workload and a track record of consistent customer service delivery
Deputy Head Receptionist
KS: Ability to start leading small clinical teams (2-3 people) and work fully autonomously as required. Demonstrate to colleagues the expected level of customer service delivery on a consistent basis. The ability to spot and act on under-performance or unacceptable behaviour in colleagues and provide 'in the moment' constructive feedback. Be an effective coach and work to develop team members to their potential.
KS: Ability and knowledge to manage all customer complaints in the first instance, be responsible for complaints until resolved or a manager becomes available to manage a complaint to resolution. Undertake internal investigation of complaints, collate case notes, keep the practice management team informed regards case progress and liaise with VDS
E: Experienced receptionist capable of executing all aspects of the role to expected standards.
Head Receptionist
KS: Ability to take a strategic view of the practice development. Demonstrate leadership behaviours on a consistent basis. Manage own time and workload effectively. Undertake recruitment process to select candidates suited to the role & team.
E: Significant depth & breadth of knowledge and practical experience across small animal practice. Track record of leading small teams and delivering objectives.
Job Types: Part-time, Permanent, Fixed term contract
Pay: From £12.21 per hour
Benefits:
* Additional leave
* Company events
* Company pension
* Cycle to work scheme
* Employee discount
* Health & wellbeing programme
* On-site parking
* Sick pay
Language:
* English (preferred)
Work Location: In person
Application deadline: 12/11/2024
Reference ID: Receptionist