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Veterinary Receptionist

Bluegrass Veterinary Specialists

This is a Full-time position in Lexington, KY posted November 30, 2021.

Veterinary Receptionist
Customer Experience Representative Job Description

The purpose of the customer experience representative position is to serve as a client and patient care coordinator from the customer’s first touch with our hospital through patient discharge.

The customer experience representative IS the face and voice of Bluegrass Veterinary Specialists + Animal Emergency and the impression they impart on the customer is paramount to the satisfaction of their overall experience and ultimately, the success of the hospital.

At Bluegrass Veterinary Specialists + Animal Emergency the duties you will be required to perform include, but are not limited to hospitality, record keeping duties including but not limited to client communications, patient weight, transfer of patient cremains, clerical duties related to patient care and the customer experience, and supporting the veterinary health and administrative team.

This position requires advanced knowledge of veterinary terminology, excellent customer service and communication skills that exceed normal standards, data transcribing and entry, word processing, practical knowledge of hospital organization, thorough understanding of services offered, basic hospital rules and standard procedures, veterinary record keeping requirements, regulations regarding patient treatment and visitation, fee collection and processing.

Skills and Knowledge:
Knowledge of computers and relevant software applications including Cornerstone and MS Office (Word & Excel).
Knowledge of the spelling and meaning of commonly used veterinary-specific terminology.
Possesses strong organizational skills.
Excellent verbal and non-verbal communication skills.
Possess exceptional client service skills.

Personal contacts are with pet owners affected by a variety of problems.

Considerable tact and diplomacy is required.
Knowledge of principles and processes for providing excellent client services.

This includes assessment of client needs and emotions, meeting quality standards for services, and evaluation of client satisfaction.
Critical thinking
– Understanding logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Ability to work independently on assigned tasks as well as to accept direction on given assignments.
Knowledge of department policies and operating instructions for making appointments and receiving emergency patients during both specialty and emergency hours.
Ability to completely and accurately enter data into the patient medical record.
Thorough understanding regarding the timeliness and method for relaying information to a specialist or emergency doctor regarding a patient’s condition, client communication, and/or referring veterinarian question or concern and required documentation in the medical record.
Must accurately relay owners’ account of the medical complaint/complaints of the pet to the healthcare team members involved with treating the patient.
Ability to compile and submit data to referring veterinarians for patients treated at BVS+AE either through the portal, email, or fax.
Ability to identify and understanding how to handle the spontaneous presentation of critical or patients experiencing life-threatening conditions.
Primary Job Responsibilities:
Welcome clients and patients to the hospital with a warm and friendly demeanor and provide for their comfort.

This includes greeting clients and offering them a snack or drink.

If the pet’s condition permits, offer the pet some water.
Clean and organize the public areas of the hospital including the front desk, reception area, and public bathroom.

Maintain an up-to-date magazine selection and snack area.
Maintain the cleanliness of the reception area throughout your shift (i.e.

immediately cleaning patient urine or fecal “accidents” and eliminating “hair ball bunnies”.)
Answer incoming telephone calls by the second ring.
Accurately communicate information to clients regarding directions, accepted forms of payment, and emergency office exam fees, overnight transfer fees, specialty office exam fees, and specialty emergency exam fees.
Accurately communicate information to referring veterinarians regarding emergency office exam fees, overnight transfer fees and policies, specialty office exam fees, and specialty emergency exam fees.
Accurately screen phone calls that must be handled by other team members and take care of other incoming calls.
Provide management-approved advice concerning the care and treatment of animals.

In other words, understand that dispensing medical advice over the phone by the receptionist is not permitted.
Complete daily duties including appointment reminders and patient callbacks.
Perform a variety of clerical duties, properly utilizing and maintaining office equipment.
Prepare and mail sympathy and thank you cards, and other necessary correspondence.
Utilize department mailboxes accurately.
Assist in receiving, stocking, and distributing office supplies.
Prepare to receive appointments by retrieving client records from referring veterinarians, if not already received.
Properly check in or establish new clients and patients.
Ensure that customers thoroughly complete all forms such as the new client form, consent form, drop-off form, and estimate, etc.

and double-check the information with the owner for completeness and accuracy.
As required, enter all information into Cornerstone accurately and completely, retrieve and modify computerized records.
Update client/patient files for recheck appointments as needed including name, address, telephone numbers, referring veterinarian, etc.
Enter and print cage cards and patient ID collars with complete and accurate information for patient identification purposes.
Label and document patient belongings for easy discharge and identification purposes.
Promptly notify the appropriate doctor and team member of a patient’s arrival.
Communicate effectively with the staff and owners to maximize patient flow and minimize client frustrations.
Clean exams rooms according to hospital protocol, as needed; and ensure that you are placing clients in a clean room using the “light-off” policy.
Fill veterinary in-house prescriptions with appropriate medications and call outsourced prescriptions into pharmacies with appropriate medication, when necessary.

This EXCLUDES controlled substances.
Schedule appointments, obtaining all necessary data concerning the patient and their owners
– scheduling appointments in the correct location under the correct doctor and speaking to management about scheduling in incorrect locations.
Understand and properly communicate the Care Credit plans in which Bluegrass Veterinary Specialists + Animal Emergency participates to owners and assist in the application process when necessary.
Ensure the owner meets all financial obligations.

Collect client fees, make change, and processes credit card transactions correctly.
Know how to correct fee-processing mistakes both in Cornerstone and on card processing machines.

Know the proper chain-of-command to notify when making this type of error.
Thoroughly check out patients including invoice with receipt in hand, next appointment scheduled, and discharge letter in hand or instructed to check their email for the discharge summary.
Quickly assess an emergent patient in need of immediate triage and medical care.
Understand the proper procedures, protocols, and chain of command in a life-or-death patient presentation.
Professionally handle emergency situations by following established hospital policies and procedures including assisting medical staff with obtaining an owner-approved critical care form.
Ensure that correct documentation and procedure is obtained and followed, respectively, when transferring pet cremains to owners.
Attend monthly staff meetings.
Maintain effective employee-management communication.
Identify and offer recommendations to management regarding ways in which CERs can improve or function more efficiently.
Work well with all employees and ensure that your actions support the hospital, doctors, clients, patients, and referring veterinarians.
Perform other duties as they are assigned.
Physical Effort:

The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job.
Frequently position self and move about the hospital to assist clients, patients, and team members.
Often helps with the transportation of patients from vehicles to the treatment area.
Often transports patients to scales for weight measuring.
Occasionally lifts and or moves up to 50 pounds.
Occasionally transports inventory to stock shelves.
Occasionally handles dogs weighing up to and over 150 pounds with assistance.
Work Environment

While performing the duties of this job, the employee is exposed to hazards associated with aggressive patients; hazards associated with infected animals and controlled substances; exposure to unpleasant odors and noises, exposure to bites, scratches, and animal waste; possible exposure to contagious diseases, and emotionally distraught clients both in person and over the phone.

Job Type: Full-time

Pay: $15.00
– $17.00 per hour

401(k) matching
Dental insurance
Employee discount
Health in