Job Description: Receptionist Position At (practice), our Mission is (Mission). We recognize that this Mission can only be realized through a team of professionals who are dedicated to upholding our values and creating a culture that permeates every position on our staff. This job description has been created to inform you of your important role in realizing our Mission, and outline the general expectations and environment of Sugar land Veterinary Specialists.
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Minimum experience requirements for this position (type and length): Two years in a veterinary practice or customer service position
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Minimum education requirements for this position (type and length): Completion of high school or GED; Some college preferred (scientific courses preferred)
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Methods used to interact with coworkers and clients (value totals 100%): A. Face-to-Face Discussions 45% B. Telephone Conversations 45% C. Email Communications 10%
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Physical Activities (value totals 100%): A. Sitting, in chair or on floor B. Standing, while performing duties C. Walking, short or long distances D. Lifting, up to 30 lbs without assistance E. Reaching, vertical or horizontal F. Kneeling/Squatting/Bending Over G. Climbing Stairs/Ladders
40% 30% 20% 1% 4% 4% 1%
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Exposure to the following elements in a typical work day: A. Noise: (value does NOT need to total 100%) 1. Low Noise 80% 2. Moderate Noise 10% 3. High Noise 10% B. Unpleasant or potentially Hazardous Materials: (value does NOT need to total 100%) 1. Blood, Vomit, Feces, Urine 10% 2. Anesthetic Gases 10% 3. Cleaning Materials 10% 4. Medical Sharps 0% 5. Zoonotic Disease 10%
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Tools and Technology used during the normal course of work: A. Phone with multiple incoming lines B. Computer with keyboard C. Fax machine
D. E. F. G. H.
Printer Mail scale Postage machine Impromed Infinity software Microsoft Word software
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ESSENTIAL DUTIES AND RESPONSIBILITIES (others may be assigned as needed) A. Front Office: 1. file patient documents and charts 2. organize various front office operational documents 3. take phone messages and process appropriately 4. closing procedures (balancing the payments at shift end) 5. maintain office equipment, ie. refill paper, call for service if needed B. Client Services: 1. greet clients 2. answer phones 3. assist clients with clinic information, ie. directions, hours, etc. 4. schedule appointments 5. obtain patient medical history from referring veterinarians 6. obtain and process client payments 7. call clients for updates on their pets 8. conduct tours of the facility as needed C. Area Responsibilities: 1. assist in development of protocols and procedures 2. assist in training new receptionists 3. assist in front office inventory maintenance and ordering 4. communicating front office area concerns to receptionist coordinator 5. assist in consistent communication throughout front office staff
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KNOWLEDGE Client Services: knowledge of principles and processes for providing client services. Patient Services: knowledge of principles and processes for providing patient care. Clerical: knowledge of administrative and clerical procedures. Language: knowledge of the structure and content of the following languages: English Body Language: knowledge of the importance of appropriate body language. Mathematics: knowledge of arithmetic and basic algebra and their applications. Pharmacology: knowledge of common drug usages, generic and brand names, side effects.
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SKILLS Body Language: ability to demonstrate appropriate body language. Active Listening: giving full attention and demonstrating the message was understood. Speaking: talking to others to convey information effectively. Writing: communicating effectively in legible writing as appropriate for the audience. Typing: effectively utilizing a computer keyboard to transcribe data.
Reading Comprehension: understanding written communications pertinent to the profession. Mathematics: using mathematics to assist in reaching the desired result. Service Orientation: actively looking for ways to help client or staff members. Client Satisfaction: evaluating satisfaction level of client and recommending improvements. Active Learning: understanding the implications of new information. Learning Strategies: selecting and using appropriate methods when teaching or training. Learning Initiative: seeking out and using new methods when learning or teaching. Instructing: teaching others how to complete a task while evaluating their comprehension. Social Perceptiveness: understanding other’s reactions, and modifying approach accordingly. Critical Thinking: reasoning to identify the strengths and weaknesses of various solutions. Time Management: utilizing time effectively and efficiently to accomplish tasks. Monitoring: assessing performance or processes to make improvements or take action.
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ABILITIES Oral Comprehension: ability to listen and understand information presented verbally. Oral Expression: ability to communicate information and ideas in spoken words. Written Comprehension: ability to read and understand information in writing. Speech Recognition: ability to identify and understand the speech of another person. Speech Clarity: ability to speak the following languages clearly to be understood: English Information/Task Ordering: ability to arrange things or actions in a certain order. Multi-Tasking: ability to handle many ongoing tasks occurring simultaneously. Deductive Reasoning: ability to apply general rules to specific problems. Inductive Reasoning: ability to combine pieces of information to form general conclusions. Problem Sensitivity: ability to recognize when something is wrong or likely to go wrong.
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WORK ACTIVITIES Getting Information: observing, receiving, and obtaining information from relevant sources. Providing advice: communicating the appropriate information to clients and coworkers. Consulting and counseling: determining and supporting the needs of the client or coworker. Processing Information: compiling, categorizing, calculating or verifying information. Evaluating Information: determining if data is compliant with standards or regulations. Recording Information: documenting or entering data in various forms. Maintaining Confidentiality: identifying and handling confidential information correctly. Interacting with Computers: using computer hardware and software appropriately. Communicating with Coworkers: providing necessary information and listening in turn. Communicating with Outside Persons: representing the organization to clients and public. Working Directly with Public: participating in community events.
Assisting Others: providing personal assistance to others—clients and coworkers. Establishing Interpersonal Relationships: being responsive to forming new bonds. Maintaining Interpersonal Relationships: cooperating with others in a respectful way. Identifying Objects, Actions, and Events: correctly processing appropriate information. Making Decisions and Solving Problems: analyzing information and evaluating results. Updating and Using Relevant Knowledge: pursuing new information and applying it. Organizing, Planning, and Prioritizing Work: developing a system to reach desired result. Performing General Physical Activities: ability to complete tasks identified in Section VII.
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WORK STYLES Compassion: being sensitive to others’ needs and feelings, and being responsive. Integrity: ability to be honest and follow general rules of ethical and moral actions. Attention to Detail: identify importance of all information and thoroughly completing task. Friendly: being able to easily smile and use good manners when interacting with others. Cooperation: displaying a respectful demeanor and working together to accomplish a goal. Dependability: being reliable, responsible, and fulfilling obligations. Stress Tolerance: dealing calmly and effectively with high stress situations. Self Control: maintaining composure, keeping emotions in check, and acting appropriately. Initiative: motivated, willing to take on challenges and contribute new ideas. Judgment: ability to make decisions on sound reasoning, and ask questions when in doubt. Adaptability/Flexibility: being open to change (positive or negative). Independence: guiding oneself without the need for constant supervision or instruction. Persistence: able to maintain required standards even in the face of obstacles. Accountability: ability to take responsibility for what you say and do. Enthusiasm: displaying a passion for the profession, position, and organization. Professionalism: displaying courteous, conscientious and general businesslike manner. Professional Appearance: maintenance of an appearance that represents a professional setting. Observance: noticing the surroundings and constantly monitoring situations. Proactivity: anticipating a results, positive or negative, and acting on this knowledge. Empathy: ability to see things from the perspective of another.
* This job description does not state or imply that these are the only duties to be performed by an employee in this position. Employees are required to follow additional job-related instructions and to perform additional job-related duties as assigned by members of the management staff of Sugar Land Veterinary Specialists.
Signature Page Employee: Date: __________________________________ Print Name: ___________________________________________________________________ Signature: ____________________________________________________________________
Supervisor: Date: __________________________________ Print Name: ___________________________________________________________________ Signature: ____________________________________________________________________
Hospital Manager: Date: __________________________________ Print Name: ___________________________________________________________________ Signature: ____________________________________________________________________
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