Veterinary Receptionist

Vancouvervethospital; Vancouver (WA); On-site; USD 26,174 - 33,062; Full time

Job summary

Vancouvervethospital is seeking a Receptionist who will be the first point of contact, converting client calls into scheduled appointments while ensuring a positive experience. This role includes greeting clients, maximizing call conversion rates, and performing essential receptionist duties.

The ideal candidate should have a High School Diploma and at least 1 year of customer service experience, with strong focus on communication and organization skills. Join a dedicated team where compassion and client care are a priority.

Qualifications

• 1+ years of customer service experience preferred in a front desk or call center.
• Ability to convert calls into appointments using effective communication.
• Typing speed of 40+ words per minute.

Responsibilities

• Greet clients positively when they call or arrive.
• Maximize client call conversion by managing incoming phone calls.
• Administer essential receptionist duties including patient intake.

Skills

Effective communication

Multi-tasking

Problem-solving

Customer service focus

Education

High School Diploma or equivalent

Tools

MS Office (Word, Excel)

Job description

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.

Key Responsibilities

• Greet clients and patients positively and warmly when they call or arrive.
• Maximize client call conversion by effectively managing incoming phone calls, addressing client needs, and scheduling appointments.
• Convert more than 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 due or overdue for services to book appointments.
• Administer essential receptionist duties, including patient intake and discharge and ensure smooth transitions for every call‑to‑appointment process.
• Facilitate client education and utilization of the 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 and facilitate 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 smooth flow of calls and appointments.
• Take on other responsibilities as assigned to contribute to overall team success and improve call‑to‑conversion efficiency.

Required Skills and Knowledge

• Convert incoming client calls into scheduled appointments, utilizing effective communication, relationship‑building, and problem‑solving skills.
• Multi‑task in a fast‑paced environment while maintaining accuracy, especially during busy call periods.
• Remain calm and focused while addressing high call volumes and ensuring a positive experience for every caller.
• Learn new computer software systems (PIMs, scheduling, etc.) and use them to streamline client calls and appointments.

Experience and Knowledge

• Handling dogs, cats, and exotic animals.
• Typing 40+ words per minute.
• Basic MS Office products (Word, Excel) and email systems.
• Strong customer service focus with the ability to adapt to individual clients, creating a personalized experience that encourages appointment booking.
• Excellent phone demeanor, displaying a professional, empathetic tone while converting calls into scheduled visits.
• Effective communication skills to handle various client emotions and needs, ensuring each call is both productive and client‑centered.

Education and Experience

High School Diploma or equivalent.

1+ years of customer service experience, with a preference for front desk or call center experience in a fast‑paced environment.

1+ years of experience working with computers (typing, email, other software).

Veterinary experience a plus, but not required.

Work Location, Environment, and Physical Requirements

Reception position performed onsite at our hospital or off‑site event locations. Remote work is not available.

Hospital environment includes pet‑related sounds, smells, and space constraints.

Flexibility with schedules, including 10+ hour shifts, weekends, evenings, and holidays.

Ability to lift 25+ pounds and perform physical activities, such as standing, walking, and reaching.

May be exposed to pets that may bite or scratch, as well as biological hazards and medications.

Salary Range: $19 - $24

Equal Opportunity Employer – Commitment to Diversity

WellHaven is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace. We comply with all applicable federal, state, and local laws prohibiting discrimination and provide reasonable accommodation for qualified employees with disabilities.