Job Title
Receptionist / Administrator
Location
Oakwood Veterinary Referrals, 267 Chester Road, Hartford, Northwich, Cheshire, CW8 1LP
Reporting To
Charlie Sale via Head Receptionist
Job Overview
Our aim within the practice is to treat our patients as though they were our own animals, and to treat our clients in the way we would wish to be dealt with ourselves. This philosophy should be carried through all levels, in terms of our demeanour, appearance, professionalism and communication (between vets, clients and external providers such as laboratories and staff). We all have a part to play in ensuring the smooth running of the various aspects of the practice.
Purpose of Position
To provide a professional, effective and organised client reception. To work flexibly to perform all administrative and clerical duties related to the professional responsibilities of a veterinary receptionist‑administrator within the practice.
Roles & Responsibilities
* Handling telephone enquiries from clients / referring veterinary practices.
* Greet clients with a smile and engage in small talk to put clients at ease, respond effectively to client enquiries via the telephone or in person and relay accurate messages to other staff.
* Arranging referrals, book procedures, process enquiries, requests and messages. Create new client files, update and monitor existing files, keep computer records up‑dated.
* Organise appointments and liaise with the clinicians to ensure the day runs as efficiently as possible.
* Typing of reports and minutes.
* Take payments, processing and monitoring accounts.
* Process insurance claims according to set procedures.
* Accurately assess client needs and offer appropriate services, liaising with the clinical team and nurses as required. Pass on queries to other members of staff when they fall beyond the limits of your knowledge.
* Supply products prescribed by suitably qualified personnel according to training and authorisation.
* Be able to multi‑task and work in a fast‑paced environment whilst remaining calm under pressure.
* Keep the reception areas and waiting room clean and tidy at all times. Take pride in the appearance of these areas.
* Ensure telephones are answered promptly including putting telephones through to night duty staff.
* Coordinate within the team to ensure the reception area is fully operational and efficient at all required times including holidays and in the event of people being off sick.
* Assist other members of staff with other administrative duties as may be requested by the clinicians.
Team
* 5 vets (4 Diplomats and 1 Certificate/Advanced Practitioner Holders)
* 7 qualified nurses (another about to join!)
* 1 Diagnostic Radiographer
* 4 Receptionists/Administrators
Working Hours
This is a full‑time role based on working 37.5 hours on a rota between the hours of 8 am to 8 pm Monday to Friday plus joining a weekend rota which is likely to mean 1:5 Saturdays 8 am to 3:30 pm (when worked time is taken off in lieu in the following week).
Training
Full training will be provided to the successful candidate who will have experienced members of the team available to support them during induction.
Holiday & Benefits
Holiday entitlement is 30 days per year (including Bank Holidays) with the opportunity to buy or sell extra holidays. Benefits also include a workplace pension scheme, uniform, colleague pet discounts, life insurance at 1 × annual salary and enhanced maternity and paternity benefits. Additional benefits include Healthshield coverage providing cashback for dental, optical and physiotherapy costs, wellness services such as a Virtual GP Surgery and an Employee Assistance Programme (EAP). One day paid for volunteering for a charity per year. A CPD allowance is provided for Receptionists based on 1 day and £250 per year for full‑time hours (pro‑rated for part‑time hours).
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