Veterinary Receptionist Part-Time

At Mission Pet Health, we do things a little differently! As part of our hiring process, we invite candidates to complete a short online assessment so we can better understand your skills and strengths. If you are being considered for the position, you will receive an e-mail from a Mission Pet Health recruiter with a link to complete the assessment at your convenience. Please be sure to check your spam or junk folder - sometimes these messages get filtered out.

INTRODUCTION The Customer Service Representative (CSR) provides a positive experience for both the client and patient by demonstrating the best customer service possible. He or she is responsible for demonstrating excellent phone skills, appointment scheduling, timely responses, client education, and assisting other team members as needed.

ACOC Core Values:

• We are Passionate – I choose to be here.
• We are Accountable – Own it.
• We are Positivity Warriors.
• We use our Voice : Pets, People, Each Other.
• We Grow – bring it on!
• We are Healthy – promote the physical and mental health of each other and our patients, clients, and community.

Core Focus is made up of:

Our purpose : making a difference in the lives of pets and the people who love them.

Our niche: we take the time to know you and your pet.

PRIMARY JOB RESPONSIBILITIES

• Know our Mission Goals and make them a part of every decision.
• Know the ACOC Difference for Doing Business and make it a part of every client and patient interaction.
• Sign and agree to follow our Mutual Respect Commitment.
• Participate in mandatory team meetings.
• Warmly welcome clients and patients to the practice and provide comfort while they are in the practice. This includes greeting clients and patients by name, offering coffee/refreshments, showing them to waiting area, and knowing why they’ve come to see us.
• Monitor the length of time clients are waiting and appropriately handle situations where there is an extended wait.
• Promote the hospital to people inquiring about the practice, its fees, products and/or services to clients, making suggestions when appropriate.
• Educate clients regarding preventive medicine and vaccination requirement: our standards of care. Inform clients what procedures need to be done to their pet to maintain good health. Obtain medical and vaccination histories from the client. Recognize and note any procedures due for the patient.
• Distribute handout information, hospital brochures, and other materials such as hospital stickers and magnets to clients within the practice.
• Courteously and professionally answer incoming telephone calls utilizing proper telephone etiquette and smile! This would include using a three-part greeting, asking callers before placing them on hold, taking and routing messages etc.
• Operate a multiple-line telephone system. Besides answering incoming lines, this includes placing callers on hold, transferring calls, and paging other team members within the hospital.
• Follow established hospital guidelines for communicating with clients in different types of situations such as general queries, scheduling appointments, routine and non-routine medical questions, patient emergencies, prescription refills, etc. Know how to maintain communication within practice and utilizing Cornerstone medical software.
• Utilize the postage machine for letters and package postage. Appropriately obtain the mail from the mailbox, place in appropriate designations, and place outgoing postage mail within the mailbox for pickup from mail carrier.
• Check clinic e-mail inquiries. Delegate and/or respond as appropriate.
• Check clinic mobile application platform for chats, appointment requests, refills, and loyalty pawprints. Delegate and/or respond as appropriate.
• Handle basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies and standards of care. Appropriately direct other questions and communication to a veterinarian, RVT, or other team members.
• Utilize effective listening skills to obtain all necessary medical and personal information from the client. Determine any potential client problems, complaints, or questions and handle appropriately.
• Follow established hospital policies and procedures in referring clients for immediate treatment of their pets when requests are accompanied by complaints of acute symptoms. Determine nature of injury/illness and attempt to reassure distressed pet owners. Be the patient advocate always.
• Communicate with clients regarding medical status of their pet, relay medical instructions, itemize and review the client statement, and inform clients about hospital policies such as pre-operative instructions, payment and credit policies, and other policies.
• Make phone calls to clients on a timely basis to schedule discharge appointments, re-appointments, and confirm appointments and pre-surgical instructions.
• Use a computerized scheduling program to schedule out-patient, surgical, hospitalized patient, and nurse appointments.
• Utilize the computer system to accurately enter and retrieve records and reports, enter fees, charges, and recalls and maintain the database.
• Troubleshoot and attempt to correct computer problems in conjunction with Idexx Cornerstone support.
• Generate reports (i.e. call back lists, appointment lists, etc.) using the computer system as directed.
• Print and email client correspondence such as reminder cards and letters and new client welcome letters.
• Email and fax patient records to referral clinics and/or clients requesting on an as needed basis.
• Update client files and patient records as needed, ensuring that all information is accurate, purge inactive files as directed.
• Prepare to receive appointments by retrieving client records and preparing needed forms in advance of clients’ arrival. This includes scanning the database.
• Accurately and promptly relay all necessary information to the doctors and veterinary technicians.
• Present clients with medications, instructions, brochures, and any other items to take home.
• Review the services that were performed and inform client of the total amount due. Services first, schedule next appointment, price last.
• Schedule discharge or follow-up appointments. Schedule call-backs, when necessary.
• Accept payments from the client. Accurately process cash, checks, charge card payments, care credit account payment, and Preventive Care Plans. Know the hospital’s payment policy.
• Assist other team members to clean and straighten the public areas of the practice, including the front walkway/parking lot, front desk, reception area, and exam rooms.
• Restock and arrange the retail and point of purchase display areas.
• Open the practice and set up for the morning as directed. Close up the practice for the evening as directed. Complete daily checklist.
• Know the basics of the voice mail system. Be able to navigate Broadvoice voicemail platform.
• Demonstrate initiative and teamwork in everyday duties, assisting other team members within the practice.
• Organize work area and exercise time management skills to maximize personal efficiency within the practice. Prioritize tasks and handle multiple tasks in a calm, organized manner.
• Work well with all team members and ensure that your actions support the hospital, the doctors, and the practice mission. Adhere to our mission goals.
• Perform over-the-counter selling of certain veterinary items. Exercise technical knowledge of products sold and explain with confidence. Be able to answer questions concerning products purchase/ use.
• Take information for refills of veterinary prescriptions and assure the information is accurate, that refills are available, and all other criteria are met. Not just limited to voicemail/PH line, but via platforms such as Vetsource, Chewy, Petmeds, email, and in person via our drive thru.
• Collect lab specimens from pet owners, receive payment, make sure sample is labeled and submit samples to veterinary technician or nurse.
• Assist in the updating of client information; prepare and mail “welcome” letters, and reminders. Follow-up with clients when clinic records indicate no recent visits. Accurately participate in client and patient recovery. Obtain e-mail addresses and preferred method of contact.
• As required, enter data into the computer system, retrieve and modify computerized records. The practice management software includes, but is not limited to, such areas as reminder list of patients for periodic notifications, receipt and/or invoicing to update medical/financial records; accounting to include the daily deposit, accounts payable, accounts receivable, billing and aging of accounts, income distribution, inventory control, client records, pet records, medical records, time clock; word processing to produce letters for general correspondence and special mailings to clients, etc.
• Be able to identify and correct financial errors: deposit and cash drawer.
• Perform a variety of clerical duties, receiving, sorting, distributing mail, sending out mailings, cleaning, organizing reception area, type memos, correspondence, reports and other documents. Assist in the ordering, receiving, stocking and distribution of supplies.
• Perform other duties as assigned.

CONTROLS OVER WORK

The CSR works under the direct supervision of the Practice Manager, CSR Team Lead, Hospital Owners or any of the team leaders, who will indicate general assignments, limitations and priorities. Recurring assignments are performed independently. Deviations or unfamiliar situations are referred to the supervisor. Completed work is reviewed for technical accuracy and compliance with established procedures.

SKILLS AND KNOWLEDGE

• Highest caliber customer service
• Possession of strong organizational skills.

• Excellent verbal and written communication skills. Possess exceptional interpersonal communication and listening skills. Personal contacts are with pet owners affected by a variety of problems, visitors and other healthcare team members. Considerable tact and diplomacy is required. Must accurately relay owner’s account of the medical complaint(s) of the pet(s) involved to the healthcare team member who will be involved in treating the patient(s).
• Knowledge of hospital procedures and operating instructions for making appointments, assembling patient medical records, maintaining records, relaying information regarding patient’s condition, and compiling and submitting data on patients treated.
• Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

• Ability to work independently on assigned tasks as well as to accept direction on given assignments.
• Knowledge of computers and relevant software applications including Cornerstone and MS Office (Word).

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 reception area to gather materials and use office machinery such as fax machines and computer and assist clients with merchandise. Frequent telephone and computer use.
• May need to inventory to stock shelves. Frequently handling 30 pounds and occasionally handling 50 pounds.
• Often assists patients for obtaining weight on scales.
• Frequently required to communicate with clients, team members and associates. Must be able to exchange accurate information.

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 wastes; possible exposure to contagious diseases.

Note: When duties and responsibilities change, job description will be reviewed and subject to changes of business necessity.

Essential Functions:

• Professionally administer all phone calls - answering client inquiries in a prompt and friendly manner, scheduling appointments, recording messages

• Requires strong communication and client service skills. Considerable tact and diplomacy is required. Ability to greet clients in a professional, friendly, hospitable manner - check clients in, discharge patients utilizing the ACOC Difference for Business model.
• Collect client fees, post and record payments, make change, process credit card transactions and run end of day transactions
• Input data into computer software system
• Open and close practice
• Perform a variety of clerical duties, mailings, cleaning, organizing reception area, type memos, correspondence, reports and other documents
• Ability to multi-task
• Regular attendance and timeliness are an essential function in order to fulfill the requirements of this position
• Perform general physical activities that require bending, standing, stooping, moving from room to room, sit, talk, and listen; may be required to walk or stand for long periods of time; will use hands to manipulate, handle, or feel; will reach with hands and arms

• The employee must be able to occasionally lift and/or move up to 50 pounds. [Select the appropriate terms depending on the size of the practice and other team members available to assist with lifting]

How You're Supported

As part of the Mission Pet Health family, you get the stability of a local practice backed by the comprehensive benefits and resources of a larger network. The focus is on investing in you, so you can focus on what you love.


Note: Our comprehensive benefits package is designed to support you at every stage. Eligibility for specific benefits varies based on your role and hours worked.

Competitive Compensation

A competitive hourly rate or salary based on your experience and role.

Health & Wellbeing

We offer comprehensive coverage options including Medical, Dental, and Vision insurance, along with access to our Employee Assistance Program (EAP) for all teammates.

Financial Security

Plan for your future with our 401k retirement options and additional financial protection benefits like Life Insurance and Disability coverage.

Commitment to Growth

We support your career goals with opportunities for professional development, including educational assistance for qualified teammates to enroll in AVMA-accredited veterinary technician programs.

The Power of a Network

Join a nationwide community of over 20,000 veterinary professionals who share a passion for collaboration, career growth, and sharing best practices.

Valuable Perks

Enjoy discounted veterinary care for your own pets, access to an online discount platform, and free 24/7 access to doctors through Teladoc.

About Mission Pet Health

Mission Pet Health was founded by veterinarians on the belief that local practices thrive with clinical autonomy, collaboration, and medical excellence. The organization provides world-class support to its 850+ hospital teams on a hyper-local basis so they can focus on what matters most: the medicine, their patients, and their team culture. Learn more at missionpethealth.com .

Driving the award-winning culture are the WAG values – Work Together, Amaze, and Grow . Mission Pet Health is veterinarian-led, people-focused, and on a mission to be the best place to work in veterinary medicine. We are proud to be recognized as a 2025 "Most Loved Workplace," ranked #2 in America's Top 100 and #1 in veterinary care.

Reasonable Accommodations: Applicants with disabilities may be entitled to reasonable accommodation. Please contact [email protected] with your request and contact information.

EEO Statement: Mission Pet Health is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees.