Becoming a receptionist

Photo: Good Studio/Adobe Stock

This content was provided by IGNITE, a dvm360® Strategic Alliance Partner. Check out their website www.VRCE.vet to learn more.

Like many of us, I have always loved animals. They hook us right away with cute noses and puppy dog eyes—I can even find beauty in exotic pets.

The urge to help all animals, for me, came in the form of a very broken labrador retriever. She was abandoned by humans and had battled with a motor vehicle. Sadly, she did not defeat the metal dragon and was left with many injuries.

When I was younger, we lost our family dog and were looking for a new member to join us on this adventure called life. We had heard from a family friend that a local veterinarian had just treated a dog that had been hit by a car. She lost most of her tail and would likely lose a hind limb. That hooked my mother immediately; we had to save this dog.

The veterinarian wanted to find the dog a home, so we loaded into the family van and drove 30 minutes to meet Rosie—the veterinary staff that patched her up had blessed her with a name. We were told that Rosie was one of the sweetest dogs they had worked on. She graciously kissed the staff the entire time, almost like she knew they were there to help.

When I met Rosie, she was the most pitiful-looking dog. Rosie was backed into the corner of the kennel run and shook so bad she could have developed a Polaroid photo. After several minutes, we coaxed her out and slipped a lead on her. I took her for a walk. I’m still unsure whether my mother saw a connection between us or felt pity for Rosie. Still, we decided to do a trial period after she had healed more.

About a week later, I came home from school to learn Rosie was home. I cautiously walked up the stairs and lay by her blanket. I stayed there for several hours and did it all over again and again. Then, one night, Rosie made her way to my bed. We quickly became 2 peas in a pod. It was decided she would stay.

My mother single-handedly did all of Rosie’s physical therapy. Several short walks throughout the day grew to longer ones, and Rosie regained the use of her hind limb. The tripod dog became a normal, healthy, and active dog.

This whole interaction opened my eyes to veterinary medicine, and I became hooked. My stepfather had connections with another local veterinarian who allowed me to shadow him. I was with him during almost every vacation from school, usually from the start of the day to almost the end. I watched an onychectomy, helped with a fecal float, observed appointments, witnessed discharge instructions, cleaned, and cleaned some more. My labor earned me a pizza every time. My love for vet med grew and grew.

After high school, I found a veterinary assistant program at my local college. My father paid for it, and so it started. I had 3-hour classes 3 nights a week for 3 months. I learned basic anatomy, basic parasitology, veterinary terminology, what an emergency was, how to take vitals, all about vaccinations, etc. I studied every night and graduated at the top of my class. I was so excited to start a career in vet med. There was only one thing standing in my way: experience.

I dropped my resume off at every clinic in my area. I posted my resume on Indeed. I had friends and family members looking for job opportunities for me. I just kept hearing “you don’t have enough experience for us.” Then, one opportunity dropped in my lap. My friend had just received emergency care for his dog at a mixed animal clinic. He recommended I drop my resume off, so I did.

I called after a week and was told no one had reviewed it yet. I called the next week and was told the same thing. Disappointment hit me like a ton of bricks: yet another clinic that didn’t want me. The following week, I received a call about an interview with this mixed animal practice. I practically yelled “yes, I’d love to have an interview.”

This practice took a chance on me, and every day, I’m so thankful they did. They patiently helped me perfect my ability to read a fecal, they helped me practice draw blood, monitor anesthesia, develop radiographs (yes, with a developer and fixer), taught me what medication did what, and so on. Every day was a new opportunity to learn something.

I also was expected to help our receptionist with phone calls and checking clients in and out. I put my own spin on things and grew. I got to connect with our clients on a whole new level, and the best part was that the clients remembered me, not just my face but my name, which may seem like a silly thing, but it made me feel important and valued.

Sadly, my years as a veterinary assistant came to an end. I was diagnosed with spina bifida, a condition affecting the spine, and could no longer stand for extended periods of time or pick up large dogs on my own. I felt crushed at 22. The job I wanted so bad and had earned would no longer be accessible to me. I left vet med for a different avenue and a different state. I tearfully thanked my coworkers for all the work and time they had invested in me.

Fast-forward a couple of years, and we (now I had a family) decided to move back home. I posted on Facebook that we were coming back, and 5 minutes later, I had a job offer from that mixed animal practice. They offered me the position of receptionist, also called Client Care Specialist. I took it because I had bills to pay, and it was veterinary medicine, just a different aspect of it. Plus, I loved those veterinarians and wanted to work with them again.

A few years later, I was awarded the title of Lead Client Care Specialist, a role I was beyond thrilled to take on. In that role, loved training new people and showing them my love for veterinary medicine. I emphasized to them that they were more than a receptionist and pointed out everything we did for clients and patients. I stressed that being a receptionist was one of the hardest roles in the clinic. I pushed for education for receptionists, new and seasoned.

While pushing for education and information, I stumbled across a program by Ignite called the Veterinary Receptionist Program of Excellence. As I reviewed this program, my first thought was, what could they teach me? I had been in veterinary medicine for more than 10 years at this point. I stubbornly thought I knew my job well enough that I couldn’t possibly be taught anything new.

I selfishly wanted fancy letters behind my name, so I took the program. Boy, was I wrong about this program. I learned at least one new thing with each section I completed. This program made me think outside of my comfort zone and take a moment to feel like a client would. No one had ever taught me mannerisms and tone of voice for end-of-life appointments; it was something I picked up along the way. This program broke it down so beautifully that I wanted to look into further educational opportunities for end-of-life care.

I was excited to share this program with my coworkers but was met with less than appreciative and excited responses, which was disheartening. Why wouldn’t you want your coworker to receive additional education? Or be able to offer additional support to clients? Or have thoughtful and educational conversations with clients about their pets and needs? Really, this pushed me to finish the program.

I earned my certificate, shirt, and fancy letters. I was so proud I demanded the clinic post my achievement on our Facebook page. I wanted our clients to know that I went the extra mile for them. After finishing, I felt stuck. I felt I achieved all I could at that mixed animal clinic that took a gamble on me. I decided to leave, regrettably.

During this time, IGNITE reached out to see if I wanted to be a VRCE brand ambassador. Boy, did I ever. I wanted to show the world that this program was useful to all, that receptionists mattered, and that they were worth the time to educate and invest in. From that day on, I decided it would be my sole mission to bring further recognition to veterinary receptionists, even if I had to do it on my own.

I scheduled an interview with a specialty hospital after my friend practically dragged me there to drop off my resume. I was beyond nervous: I hadn’t had an interview in over a decade. What would I say? How does one talk themselves up? What if it was too much for me? That friend who ‘forced’ me to drop off my resume told me not to worry. I was the best receptionist she knew. I went to the interview and was asked about my fancy letters behind my name. This specialty hospital had taken the time to look into it and were excited I had completed the program. I graciously accepted the position of Client Care Specialist with them.

A few months later, I was invited to be on the President’s Advisory Council for the North American Association of Veterinary Receptionists. I accepted the seat. Here was a chance to further my cause and show the world that receptionists matter. Here was an opportunity to get the word out and support all receptionists in veterinary medication.

That’s my story of how I came to be a receptionist and how I strive to be the best I can be. I will continue to stand on my soapbox saying that receptionists matter, we deserve continuing education, and we deserve support and recognition. So, for me and receptionists all over, take a moment out of your day to thank them.

Do you know a CSR who goes above and beyond for pets, clients, and the veterinary team? Nominate them for dvm360's 2025 Veterinary Heroes® Awards! These awards honor veterinary professionals, including CSRs, who makes a meaningful impact on patient outcomes through exceptional communication, compassion, and dedication. Submit your nomination here today!