Veterinary Receptionist

kelsoveterinarian; Kelso (WA); On-site; USD 34,000 - 42,000; Full time

Job summary

WellHaven Pet Health is seeking a Receptionist to be the first point of contact, converting calls into scheduled appointments and delivering a welcoming client experience. You will educate clients, support cashier duties, and maintain accurate patient records to ensure smooth transitions from phone to in-person visits.

The role emphasizes client communication, empathy, and teamwork with the veterinary staff to improve client satisfaction and drive repeat visits.

Responsibilities

• Fill the client schedule each day by converting calls into appointments.
• Greet clients and patients warmly when they call or arrive.
• Maximize call conversion by addressing client needs and scheduling for optimal care.
• Promote Care Companion Plans and preventive services.
• Perform weekly reminder calls for due or overdue services.
• Manage patient intake/discharge and keep medical charts accurate.
• Handle cashier duties and reconcile cash drawer daily.
• Support the veterinary team to improve client flow and experience.
• Maintain a clean, inviting reception area.

Job description

WellHaven Pet Health is built on a foundation of \"Well People, Well Pets, Well Practice, and Well Community\" it's the heart of everything we do. With over 40 hospitals and growing, we are committed to supporting our teams with a positive culture, strong mentorship, and opportunities for growth. Our collaborative, team-centered approach ensures that both pets and people receive the care and support they deserve. Join us in shaping the future of veterinary medicine - Come Grow with Us!

Job Summary

As the first point of contact, the Receptionist plays a crucial role in setting a positive and caring tone for each client’s experience. The primary responsibility of this position is to convert incoming calls into scheduled appointments, ensuring that every interaction is positive and welcoming and results in client engagement. This role requires a proactive approach to managing calls, educating clients, and fostering relationships encouraging repeat visits and client loyalty. Receptionists play a key role in driving our veterinary business forward by saying \"YES\" to pets and booking client appointments.

Key Responsibilities

Main Accountabilities:

• The primary purpose of this role is to fill the client schedule each day. This is how we provide access to care.

• Greet clients and patients positively, and in a friendly manner, ensuring every client feels welcome when they call or arrive.

• Maximize client call conversion by effectively managing incoming phone calls, addressing client needs, and scheduling appointments to ensure optimal veterinary care for pets.

• Convert > 20% of New Client incoming calls to scheduled appointments.

• Promote the practice’s Care Companion Plans and services during calls, educating clients and encouraging them to take advantage of preventive care options.

• Perform weekly proactive reminder phone calls to clients that are coming due or overdue for services. The purpose of these outbound calls is to book the client for appointments, as outlined in the Client Reminder SOP. This is critical to supporting the WellHaven mission of delivering patient-centered care.

• Administer essential receptionist duties, including patient intake and discharge, while ensuring smooth transitions for every call-to-appointment process.

• Facilitate client education and utilization of client-facing online pharmacy.

• Handle cashier duties, including reconciling the cash drawer daily and completing opening and closing processes with precision and efficiency.

• Maintain accurate medical charts for all patients, ensure thorough documentation, and facilitate a smooth transition from phone calls to in-person care.

• Work closely with the veterinary team to streamline patient flow and enhance the client’s experience, converting inquiries into scheduled appointments.

• Ensure the reception area remains clean and inviting, supporting an excellent first impression and facilitating smooth call-to-appointment transitions.

Customer Service Delivery:

• Provide exceptional service by converting every client call into a booked appointment, demonstrating professionalism, attentiveness, and a strong knowledge of available services.

• Exhibit strong communication and organizational skills to manage client calls effectively, providing accurate information and personalized service to increase appointment conversion rates.

• Adapt to each client’s unique needs, ensuring calls are handled with empathy and responsiveness, ultimately increasing client satisfaction and fostering long-term relationships.

• Proactively resolve customer complaints, ensuring each client feels heard and valued, resulting in continued trust and repeat visits.

Other Responsibilities:

• Adhere to OSHA standards and regulations as outlined in company policies to maintain a safe and compliant working environment.

• Learn basic veterinary technical skills, such as animal restraint and lab duties, to enhance client service and support the