WellHaven Pet Health · 1 week ago
Veterinary Receptionist
Maple Grove, MN
Full-time
Onsite
Entry Level
$18/hr - $22/hr
1+ years expWellHaven Pet Health is dedicated to providing exceptional care for pets and their owners. The Veterinary Receptionist plays a vital role in creating a welcoming environment for clients, managing appointment scheduling, and enhancing client relationships through effective communication and service.
Health CarePet
Responsibilities
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
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
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
Qualification
Required
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)
Demonstrated ability to convert incoming clients 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
Handling dogs, cats, and exotic animals
Typing 40+ wpm (keyboard)
Basic MS Office products (Word, Excel) and email systems
A 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
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
Preferred
Veterinary experience a plus, but not required
Company
WellHaven Pet Health
Your Care Companion.® WellHaven Pet Health helps veterinarians and their teams succeed both personally and professionally.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2017-07-10Private Equity
Leadership Team
Jim King
Chief Financial Officer
Bailey Muller
Human Resources Business Partner
Company data provided by crunchbase