Veterinary Receptionist

**Job Description - Receptionist - Montrose branch.**

Monday - Friday 0900-1700 with 1 hour for lunch, 1 in 4 Saturdays 0800-1300.

This role is critical to the smooth running of the surgery and the clients’ first impressions on telephoning and visiting the practice. As the first point of contact you will be responsible for the prompt and efficient answering of the telephone, the initial greeting and booking client appointments. You will be responsible for maintaining high standards of cleanliness and tidiness in the reception and front of house/waiting room area.

Lines of Authority - Operationally - Kirsty Davidson (Head Veterinary Nurse) and James Scoular (Practice Owner).

**Main Duties**:

- To welcome client on arrival, book them in and ensure their records are up to date in a courteous and efficient manner
- To accurately use the practice management system in order to arrange appointments, register clients and pets, print invoices, record payments and perform end of day procedures.
- To assess the urgency of a pet’s condition when booking emergency appointments
- Ensure the smooth running of appointments and admissions for the vets and nursing team and liaise with clients following their appointment and ensure payment of invoices on leaving the surgery.
- Processing payments in person and over the phone.
- Reconciling daily takings with Practice Management System.
- Give advice to pet owners on nurse/vet clinics, cost of treatments, insurance and payments.
- To answer basic questions from clients on practice policy - eg neutering and vaccination and give pre-operative advice.
- Develop preventative health care knowledge to be able to provide advice to clients in line with practice protocols on topics such as; neutering, flea and worm treatment/prevention, vaccinations and diet.
- To resolve any complaints or queries received, escalating any that cannot be resolved at initial contact.
- To relay messages to other team members of the practice and to set realistic expectations as to when they will get a call back or response.
- Stationery ordering and stock control.
- Place daily order through our Veterinary Wholesaler and put away daily deliveries checked off against delivery note.
- Preparing daily operations list, consent forms, day sheets and post operative are sheets.
- Send stock to Arbroath and Carnoustie surgeries on days they are open.
- To be familiar with the policies for repeat prescriptions and assist dispensing of medications under the direct supervision as per practice protocol.
- Re-stocking of consulting rooms and dispensary.
- Cleaning duties - dusting, vacuuming, mopping, changing bins, disinfecting surfaces etc.
- Assisting vets with animal restraint.
- To provide advice to clients on non-prescription items available and their suitability.
- Any other relevant duties which may be required by the practice.

**Knowledge & skills required;**
- Previous experience of working as part of a team that is committed to providing excellent service delivery.
- Excellent client care skills, to work well under pressure and sensitive situations - to remain calm, caring and polite at all times.
- Good IT skills, with the ability to learn how to use the Practice Management System in a timely manner (Merlin).
- Ability to display a friendly, positive, professional and empathetic attitude towards clients and their pets, knowing how to deal with their needs and concerns.
- Sound knowledge of common veterinary terms, veterinary drugs and veterinary treatments and operations (following training).
- Smart appearance and adherence to uniform dress code.
- Able to attend and participate in internal meetings as appropriate.
- The ability to work alone or as part of a team and provide support to others.
- Listening and questioning skills to gain full understanding of instructions, advice, problems and issues.
- Excellent eye for detail - good use of language and grammar.

**Desirable;**
- Previous experience in a busy reception.
- Knowledge of veterinary clinic procedures and terminologies.

**Job Types**: Full-time, Permanent

**Salary**: From £10.00 per hour

**Benefits**:

- On-site parking

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Montrose, DD10 8SW: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Veterinary Receptionist: 1 year (preferred)
- Customer Service: 1 year (preferred)