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LEAD RECEPTIONIST

INTRODUCTION

In addition to performing standard veterinary receptionist duties, the Lead Receptionist is responsible for supervising, training and directing the reception staff. The Lead Receptionist reports directly to the Hospital Manager and may also receive direction from staff veterinarians.

QUALIFICATIONS

  • Experience as a small animal veterinary receptionist is required (1 year)
  • Consistent demonstration of the following:
  • Sound knowledge of medical terminology, hospital procedures and protocols, and familiarity with commonly dispensed veterinary medications
  • Strong skill set and a desire to work on skills that need improvement       
  • Support for a positive work environment through a friendly, compassionate and professional attitude
  • Respect for coworkers, patients and clients 
  • Humility and the ability to recognize and own up to mistakes
  • Ability to lead by example through an excellent work ethic
  • Ability to multitask well, especially when very busy and under pressure
  • Willingness to both teach and learn
  • Ability to encourage others to prioritize the goals of the team and hospital

MAJOR DUTIES

  • Assist in preparing and amending the work schedule of the reception staff
  • Oversee receptionist performance
  • Conduct scheduled receptionist performance reviews
  • Mentor accordingly to help reception staff meet performance expectations
  • Oversee receptionist training relating to: (delegating when applicable)
  • Hospital policies/protocols
  • Proper use of Cornerstone
  • Proper use and maintenance of technology (ex. scanner, fax, PCs, etc)
  • Client communication
  • Client education
  • Oversee completion of daily/weekly/monthly/yearly reception checklists
  • Oversee completion of special projects assigned to reception staff
  • Help monitor medical records for completeness and accuracy (ex. record attachments, client communications, charges, doctors’ initials)
  • Assist in maintaining reception staff compliance with regulatory issues (ex. safety in the workplace, OSHA)
  • Liaison between reception staff and administration/doctors/technicians
  • Meet regularly with department heads to discuss relevant staff and administrative issues
  • Manage/resolve problems, concerns and complaints involving the reception staff
  • Consult with management
  • Recommend solutions
  • Assist with discussion, management and follow through (including disciplinary actions)
  • Assist in the interviewing and hiring of new reception team members
  • Recommend and help implement new reception protocols and improvements to existing reception protocols
  • Schedule and conduct reception huddles and meetings
  • Prepare agenda and review with Hospital Manager ahead of time
  • Submit meeting minutes to the Hospital Manager within 48 hours
  • Work with the Hospital Manager and veterinarians to continually improve own management and leadership skills
  • Work closely with the Hospital Manager on any new projects that would reasonably fall under the purview of a Lead Receptionist

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. While performing the duties of this job, the employee is frequently required to bend, stand, stoop, walk, 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 is often required to lift and carry animals weighing fifty pounds or more; handle dogs weighing up to 150 lbs. 


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.