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Clinic Receptionist

1 month ago

Ashington, United Kingdom Sussex Equine Hospital Full time

**JOB DESCRIPTION: CLINIC RECEPTIONIST**

**LINE MANAGER: Practice Manager**

**Job Summary**:
The post holder will work closely with the Clinic Directors and Clinic Supervisor to support them in the smooth running of the Hospital Clinic. The post holder will be the first point of contact for clients and referring vets regarding horses brought into the hospital and will provide continuity by keeping clinic staff informed and updated regarding incoming patients and by updating clients on their horses’ health, care and treatment.

A large element of the role is the scheduling of appointments. Excellent IT, administrative and communication skills are required.

**Main duties and responsibilities**

The duties to be undertaken by the post holder may be varied from time to time by the Practice Manager or Clinic Directors.

**Clinic related accountabilities**
- Receiving and initiating telephone calls to make and diarise all Clinic appointments (including MRI appointments and CT), and monitoring/updating bookings as required to maximise the efficiency of Clinic and to accommodate changing priorities e.g. the arrival of emergency cases. This requires a high degree of organisation and planning and the ability to look ahead to ensure that we have capacity to deal with all bookings taken.
- Completing client sheets for the senior Clinicians so that they are fully informed and up to date regarding the horses due into Clinic each week.
- Ensuring consent forms have been printed and are available for nurses to hand to clients as horses come into the Clinic.
- Attending Clinic rounds each morning and contacting owners afterwards to update them on their horses’ health, care and treatment.
- Producing discharge instructions for homebound patients in a timely manner (under guidance/supervision from Hospital clinicians).
- Maintaining the clinic booking spreadsheet to log all clinic activity together with the MRI Status spreadsheet.
- Supporting the Practice Manager in initiating client feedback mechanisms to identify strengths and improvement areas within Clinic Services.
- Undertaking clinical governance activities related to the Clinic, as directed by the Clinic Directors working closely with the Clinic Supervisor. Such activities will include 6 monthly audits of the types and class of procedures being performed, and the completing of reports/graphs as requested.

**General reception accountabilities**
- Taking messages for other members of the reception team who take ambulatory bookings when those team members are on the phone/at lunch etc.
- Assist with the preparation and printing of Export Papers when required.
- Assist in taking vettings, gaining all the information required for area receptionists to book.

**Confidentiality**:
In the performance of duties outlined in this Job Description, the post-holder may have access to confidential information regarding clients and their horses. The post holder may also have access to information relation to the Hospital as a business organisation. All such information is to be regarded as strictly confidential and must not be divulged without the authority of the Hospital (via a Director).

**Personal/Professional Development**:
The post-holder will:

- Participate in annual/more frequent individual performance reviews and will maintain a record of his/her own personal and/or professional development. The Hospital specifies certain training (e.g. Health & Safety) as mandatory for all the team.

**Quality**:
The post-holder will strive to maintain quality within the Hospital, and will:

- Alert other team members to issues of quality and risk.
- Work effectively with individuals in all parts of the Hospital team, as well as referring vets and other external parties as needed in order to meet patients’ and clients’ needs.
- Effectively manage own time, workload and resources.
- Communicate at all times in a constructive manner and in recognition of the fact that colleagues and clients’ needs vary.
- Attend team meetings, and management team meetings as required.

This job description is a guide to the work the post holder will initially be required to undertake. It may be amended from time to time to meet changing circumstances.

**PERSON SPECIFICATION**:

- Excellent customer service skills and an ability to view situations from a customer’s perspective (essential).
- Familiarity with veterinary and surgical terminology and willingness to keep up to date with changes in this area (desirable).
- Demonstrable ability to work cooperatively with members of clinical and non-clinical staff, members of the management team and Directors (essential).
- A highly-organised approach and the ability to keep an overview of all work scheduled in the Clinic to ensure this is arranged for maximum efficiency (essential).
- Assertiveness and diplomacy skills to juggle multiple and competing demands and to reprioritise appointments to accommodate emergencies (essential).
- A solution-fo

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