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Receptionist position description
The receptionist's main responsibility is to assure the smooth, orderly flow of clients and patients. Receptionists report to the Client-Services Director.
The receptionist's main responsibility is to assure the smooth, orderly flow of clients and patients. Receptionists report to the Client-Services Director.
Level I
Generally a new employee
Length of time at Level I will depend on previous training, experience, education, and personal aptitude.
Level II
May include some emergency hours
Includes all duties performed at Level I and the additional responsibilities listed for Level II below.
Level III
Supervisory position
Our client services director prepares monthly management reports on active clients and client retention, maintains a professional environment in the front office/reception area, conducts training meetings in client relations for all receptionists, and more.
Level I
Reception area
- Greet clients and pets by name.
- Maintain sign-in sheets and availability of writing instruments.
- Inform clients of expected waiting time if the doctor is behind schedule.
- Restock products, office supplies, client education materials, hospital brochures, and so on. Notify the appropriate person when inventory gets low.
- Maintain the appearance and cleanliness of the waiting room and reception area. Report any required repairs to the appropriate person.
Phone
- Receive all incoming calls.
- Take messages for doctors, obtaining as many details as possible.
- Screen and direct calls to appropriate doctor or staff member.
- Schedule appointments.
- Call scheduled outpatient appointments to deliver appointment reminders and requirements (for example, stool samples for fecals).
- Call scheduled pre-surgery appointments to deliver appointment reminders and care instructions (for example, withholding food and water).
Files and correspondence
- Pull client charts for daily scheduled appointments. As clients arrive, update the existing file or collect necessary information to prepare a new file.
- After client visit, update and re-file patient charts.
- Mail client reminders for exams, vaccinations, heartworm checks, dentistry, senior care, etc.
- Prepare welcome letters, thank-you letters, condolences, and other correspondence for doctors, hospital manager, or client services director.
- Complete all filing, including paid invoices, radiographs, lab reports, and correspondence.
- Copy and mail or fax patient records at client request.
Financial responsibilities
- Enter payments accurately.
- Use check verification when needed.
Other responsibilities
- Maintain a professional appearance, including wearing a neat, clean uniform or other appropriate attire.
- Maintain a professional, courteous attitude.
- Attend and participate in all mandatory staff meetings.
- Perform other related duties as directed by the doctors, hospital manager, or client services director.
Level II
Reception area
- Answer questions about the proper use and benefits of products offered.
- Maintain all office equipment in working order, including phones, fax machines, copier, postage machine, calculators, and computers.
Phone
- Inform clients of credit policies and any outstanding balances due.
- Answer questions regarding the status of hospitalized patients as directed by the attending doctor.
- Respond to routine medical care questions on such topics as vaccination schedules for puppies and kittens, deworming, presurgical care requirements, flea treatment, and so on.
- Provide treatment plan estimates for such services as routine surgeries, vaccinations, and so on.
- Reschedule missed appointments.
- Contact clients who haven't responded to second reminders for physical exams, vaccinations, dentistry, etc.
- Contact postsurgery clients for progress report on patient's condition. (May be a technician's responsibility.)
Files and correspondence
- Complete consent forms and verify client and patient information.
- Provide client education materials, vaccination schedules, rabies tags and certificates, presurgery instruction sheets, and so on.
- Complete release forms.
- Enter patient charges using appropriate service and provider codes. (May be a technician's responsibility.)
- Schedule medical progress exams and/or appointments for additional health care as directed by the doctors.
- Use computer software system to search for information accurately and efficiently.
Financial responsibilities
- Prepare invoices and receive payments.
- Reconcile cash drawer and deposit funds daily.
- Close out and record MasterCard, VISA, Discover Card, and CareCredit daily.
- Print daily and monthly computer reports and reconciliation.
Other responsibilities
- Assist emotional and/or grieving clients.