How to become A Veterinary Receptionist

Whether it is an excited human with a new pet or a troubled individual with a sick animal, Veterinary Receptionists provide a comforting front-of-house service that can translate into loyal customers who help the veterinary practice thrive.

• Vet Receptionist

What do Veterinary Receptionists do?

A Veterinary Receptionist would typically need to:

• Interact with clients, provide accurate information, schedule appointments and process payments in a confident and sensitive manner
• Answer telephone calls and respond to emails/voicemails from current or potential clients; engage with walk-in clients
• Possess adequate knowledge of pet care and animal medical needs to take down preliminary information about a patient’s condition and record it in a chart
• Greet the animal patients and their humans and make them feel comfortable
• Ensure surgery patients have been on fast for at least 12 hours; get their accurate weight; get a signed admit/estimate form for surgery
• Notify the appropriate technician or veterinarian of the patient’s arrival; accompany the patient to the examination/treatment area, if necessary
• Send a report to a specialist, get medication ready, call another clinic for patient history or go over a treatment plan with a client
• Retrieve prescriptions; sell pet food, supplements and grooming items carried by the clinic
• Process the client’s payment and insurance information at the end of the appointment; provide billing invoices
• Process credit card payments and prepare bank records; enter all relevant data into a computerised billing program
• Order office supplies, update patient files, track the clinic’s appointment book and send reminders to clients about appointments
• Preserve client confidentiality; deal effectively with difficult situations; maintain order in the waiting room

Veterinary Receptionists primarily work at a desk in a veterinary practice reception easily accessible to the public and staff. Generally, they wear medical scrubs while on the job and work in close proximity to various animals. 

Full-time Veterinary Receptionists work in a Flexi-shift system that may include evenings, weekends and holidays, depending on their clinic’s schedule. 

Finding a new job might seem challenging. Veterinary Receptionists can boost their job search by asking their network for referrals, contacting companies directly, using job search platforms, leveraging social media and inquiring at staffing agencies. Part-time work and job shares are viable options.

Veterinary Receptionists are generally employed by:

• Government and Private Veterinary Clinics
• Government and Private Veterinary Hospitals

Professional associations and organisations, such as the American Veterinary Medical Association (AVMA) and American Animal Hospital Association (AAHA), are crucial for Veterinary Receptionists interested in pursuing professional development or connecting with like-minded professionals in their industry or occupation. Membership in one or more adds value to your resume while bolstering your credentials and qualifications.

• May be required to stay after hours on weekdays on short notice, and apart from regular working hours
• Irregular and infrequent promotions

Employers prefer candidates who have previous work experience as a receptionist, vet assistant or vet technician. Individuals who trained with a reputed animal clinic to acquire practical skills in a preferred management software also have a fair chance of landing the job.

A state-sponsored business administration or customer service apprenticeship scheme may be an alternate way to get employment as a Vet Receptionist. Check with your local veterinary association for internships and essential prerequisites.

Read about the profession and interview/job shadow experts to prove your commitment to course providers and prospective employers.

Although a high school diploma or GED (General Education Development) may suffice, most Veterinary Receptionists hold an associate degree in office administration or a bachelor’s degree in business, veterinary sciences, biology, medical assisting services, nursing, psychology and English.

Fluency in math and English, besides essential knowledge of customer service experience and companion care of animals, will help strengthen your application.

Voluntary certification in billing, coding, record-keeping, data management, customer service and administration from an objective and reputed organisation can help you stand out in a competitive job market and increase your chances of advancement.

Successful Veterinary Receptionist Certification programs protect public welfare by incorporating a Code of Ethics. A combination of education, experience, and testing is generally required to gain certification, though requirements differ from region to region.

With the constant acquisition of additional knowledge and skills, there may be scope for experienced Veterinary Receptionists to progress into a supervisory or managerial position such as Reception Team Leader.

With further training, there is also the possibility of transition into diverse veterinary clinic roles such as Office Manager, Kennel Manager or Veterinary Technician.

Candidates with the necessary technology and organisational skills and the ability to put clients and their pets at ease have the best job prospects.

Veterinary Receptionists who continue to develop their empathy and technical skills are set on the fast track to career advancement.

Keep The Cash Register Ringing, Not The Phone

Flourishing veterinary practices have a 3/60 rule. Their Vet Receptionist picks up the phone by the third ring and never leaves the client on hold for more than 60 seconds. If they need to go beyond the 60-second Hold Time, the receptionist checks in with the client to ensure they do not have an emergency and are okay to continue holding.

Most Veterinary Receptionists field questions regarding the need to bring in a pet and the cost for a procedure.

It may seem simple and one that requires no special effort; however, an accomplished Vet Receptionist knows that as the brand ambassadors of the clinic, they know best how to help all clients and patients that come to their desk.

Regularly maintain and update the client appointment register to be on top of the patients visiting the veterinary office. Keep in constant touch with them with reminders and questions to make the process extremely smooth for all stakeholders.