Receptionist position description

The receptionist's main responsibility is to assure the smooth, orderly flow of clients and patients. Receptionists report to the Client-Services Director.

Level I

Generally a new employee

Length of time at Level I will depend on previous training, experience, education, and personal aptitude.

Level II

May include some emergency hours

Includes all duties performed at Level I and the additional responsibilities listed for Level II below.

Level III

Supervisory position

Our client services director prepares monthly management reports on active clients and client retention, maintains a professional environment in the front office/reception area, conducts training meetings in client relations for all receptionists, and more.

Level I

Reception area

• Greet clients and pets by name.
• Maintain sign-in sheets and availability of writing instruments.
• Inform clients of expected waiting time if the doctor is behind schedule.
• Restock products, office supplies, client education materials, hospital brochures, and so on. Notify the appropriate person when inventory gets low.
• Maintain the appearance and cleanliness of the waiting room and reception area. Report any required repairs to the appropriate person.

Phone

• Receive all incoming calls.
• Take messages for doctors, obtaining as many details as possible.
• Screen and direct calls to appropriate doctor or staff member.
• Schedule appointments.
• Call scheduled outpatient appointments to deliver appointment reminders and requirements (for example, stool samples for fecals).
• Call scheduled pre-surgery appointments to deliver appointment reminders and care instructions (for example, withholding food and water).

Files and correspondence

• Pull client charts for daily scheduled appointments. As clients arrive, update the existing file or collect necessary information to prepare a new file.
• After client visit, update and re-file patient charts.
• Mail client reminders for exams, vaccinations, heartworm checks, dentistry, senior care, etc.
• Prepare welcome letters, thank-you letters, condolences, and other correspondence for doctors, hospital manager, or client services director.
• Complete all filing, including paid invoices, radiographs, lab reports, and correspondence.
• Copy and mail or fax patient records at client request.

Financial responsibilities

• Enter payments accurately.
• Use check verification when needed.

Other responsibilities

• Maintain a professional appearance, including wearing a neat, clean uniform or other appropriate attire.
• Maintain a professional, courteous attitude.
• Attend and participate in all mandatory staff meetings.
• Perform other related duties as directed by the doctors, hospital manager, or client services director.

Level II

Reception area

• Answer questions about the proper use and benefits of products offered.
• Maintain all office equipment in working order, including phones, fax machines, copier, postage machine, calculators, and computers.

Phone

• Inform clients of credit policies and any outstanding balances due.
• Answer questions regarding the status of hospitalized patients as directed by the attending doctor.
• Respond to routine medical care questions on such topics as vaccination schedules for puppies and kittens, deworming, presurgical care requirements, flea treatment, and so on.
• Provide treatment plan estimates for such services as routine surgeries, vaccinations, and so on.
• Reschedule missed appointments.
• Contact clients who haven't responded to second reminders for physical exams, vaccinations, dentistry, etc.
• Contact postsurgery clients for progress report on patient's condition. (May be a technician's responsibility.)

Files and correspondence

• Complete consent forms and verify client and patient information.
• Provide client education materials, vaccination schedules, rabies tags and certificates, presurgery instruction sheets, and so on.
• Complete release forms.
• Enter patient charges using appropriate service and provider codes. (May be a technician's responsibility.)
• Schedule medical progress exams and/or appointments for additional health care as directed by the doctors.
• Use computer software system to search for information accurately and efficiently.

Financial responsibilities

• Prepare invoices and receive payments.
• Reconcile cash drawer and deposit funds daily.
• Close out and record MasterCard, VISA, Discover Card, and CareCredit daily.
• Print daily and monthly computer reports and reconciliation.

Other responsibilities

• Assist emotional and/or grieving clients.