Veterinary Services Receptionist

FLSA: Non-Exempt (hourly) REVISED: September 21, 2020
REPORTS TO: Veterinary Services Supervisor
SUPERVISES: None
Position Summary:
Responsible for veterinary community relations and guest services, which include but are not limited to working with the public in person or over the phone, scheduling appointments, answering general and veterinary services questions, cashier duties, and completing veterinary services and general TAF paperwork.
Essential Duties and Responsibilities:

• Meets and greets all guests in a friendly, helpful, courteous and professional manner as they arrive, and/or enter and use the facility.
• Provides information, assistance, and direction in a respectful, kind, helpful manner to internal and external customers/staff as required.
• Answers customers' questions and provides accurate information about The Animal Foundation's policies and procedures, while attempting to meet the specific needs of each guest.
• Issues, renews and takes payment for North Las Vegas pet licenses.
• Maintains individual bank for any transactions requiring money exchange, with accurate reconciliation of day's financial transactions, at end of each work shift.
• Enters accurate and complete information for each transaction into Chameleon and Clinic HQ, and issues receipts, refunds, credits, or change due to customers according to company policy and procedures.
• Receives payments by cash, credit, debit card, or voucher.
• Communicates in a professional, respectful manner verbally, as well as in writing through emails, memos, and other documents to support the operations of the department.
• Files all medical forms and paperwork daily prior to leaving.
• Ensures that the reception area and workstations are neat and clean, including checking and stocking restrooms, throughout the day and at end of shift, prior to leaving.
• Helps prevent spread of disease by using proper cleaning protocols if any infectious pets are brought into the facility. Follows all TAF policies regarding current CDC recommendations.
• Ensures that all necessary TAF merchandise, rabies tags, license tags, microchips, and ID tags are available and in adequate supply.
• Ensures that all necessary forms and supplies are available and in adequate supply; ensures that all brochures and information packets are displayed in designated areas.
• Receives and addresses incoming telephone calls, including transferring incoming telephone calls to specific departments; including the general phone line.
• Returns any voicemail messages and emails throughout the work day and makes follow-up calls, prior to leaving at the end of the day.
• Assists the ART/Foster department and foster families with requests for supplies such as food, litter, etc.
• Schedules new and follow-up foster appointments in Google Calendar and Chameleon.
• Assists ART/Foster department with surgical paperwork by printing and organizing all necessary medical history, rescue notes, kennel card, microchip information, rabies certificate/tag, surgery discharge instructions, and waivers.
• Receives in-kind donations from guests and distributes them to the proper departments, prior to leaving at the end of the day.
• Receives supplies/inventory and places them in their proper areas, prior to leaving at the end of the day.
• Wears company uniform shirts and otherwise dresses appropriately and professionally to project a positive image to the public, following the current TAF Uniform Policy each day.
• Accurately schedules appointments for Community Spay & Neuter Clinic by phone, email, or in person using Chameleon and/or Clinic HQ.
• Confirms Community Spay & Neuter Clinic appointments, ensuring all intake and consent forms are prepared in advance.Completion of Community Spay and Neuter check-ins; Enters all necessary guest and pet information into computer, needed treatments and processing of payment.
• Assists the shelter clinic and the Community Spay & Neuter clinic with all surgical paperwork by printing and organizing all necessary medical history, microchip information, rabies certificate/tag, surgery discharge instructions, and waivers for surgical procedures of all types.
• Explains vaccination recommendations and counsels guests on appropriate vaccinations for their pet based on age and vaccine history.
• Accurately enters and/or confirms vaccines being administered, checks in Community Vaccine Clinic guests, sends necessary receipt/medical records emails, and processes payment for Community Vaccine clinic in a high paced environment during Community Vaccine Clinic
• Provides information about life saving programs such as Pets for Life (PFL), Keeping Every Person & Pet Together, Community Cat Program (CCP), and Public Spay & Neuter Clinic (PSNC).
• Greets guests pleasantly and provides proper forms to guests with appointments; ('Foster Questionnaire' to foster parents, 'KEPPT Minor Medical Appointment Questionnaire' to KEPPT appointment guests, CCP TNR Agreements, etc.) and notifies the Veterinary Assistant when their appointments arrive.
• Responsible for reception related duties for all intakes and discharges through the veterinary services department, as assigned.
• May assist the Veterinary Assistants/Technicians with surgical discharges.
• Contributes to the efficiency and effectiveness of the organization's service to its guests by offering suggestions and participating as an active member of a work team.
• Provides responsive, meaningful and compassionate service to all guests as outlined in the organizations Guest Service Charter
• Applies the principles of The Animal Foundation's Core Values toward the goal of bettering self, the organization and others
• Other duties as assigned

Education and Experience Requirements:

• Equivalent to a High School diploma.
• One (1) year of clerical or administrative experience.

License & Certification Requirements: None
Required Knowledge and Skills:
Knowledge of:

• Principles and practices of customer service.
• Financial and accounting policies and procedures.
• Financial record keeping and bookkeeping practices and techniques.
• Basic practices of reviewing financial documents for completeness and accuracy.
• Standard office practices and procedures, including filing and the operation of standard office equipment.
• Record keeping principles and practices; basic computer applications related to the work.
• Techniques for dealing effectively and professionally with co-workers and the public, in person and over the telephone.
• MS Word, MS Excel, Google Chrome, Chameleon, Google Apps, and other basic computer related skills.
• Correct business English, including spelling, grammar and punctuation.
• This position may require proficiency in speaking Spanish, as well as English. Proficiency in Spanish is preferred.

Skill in:

• Customer service and telephone etiquette in a high volume setting.
• Working well under pressure in a very fast paced, stressful environment, while maintaining a calm, helpful, professional manner.
• Projecting a positive, upbeat and personable demeanor.
• Attention to detail and multitasking.
• Making accurate arithmetic calculations.
• Reviewing financial documents for completeness and accuracy.
• Gathering and compiling information; preparing accurate reports and summaries.
• Dealing tactfully and effectively with staff, volunteers and the general public.
• Understanding and following oral and written directions.
• Reviewing, posting, balancing and reconciling financial records.
• Maintaining accurate financial records and preparing accurate and timely reports.
• Use of business software and associated computer hardware.
• Communicating effectively in oral and written forms.
• Working without close supervision in standard work situations.
• Contributing effectively to the accomplishment of team or work unit goals, objectives and activities.
• Communicating, relating and interacting with a variety of individuals from various socioeconomic, ethnic and cultural backgrounds, in person and over the telephone, often where relations may be confrontational or strained.

Working Conditions and Physical Effort:
Physical ability and mobility to work in a typical office environment. Strength to lift and/or move materials weighing up to 10 pounds frequently, 25 pounds occasionally. Vision to read printed materials. Stamina to sit and work with a computer for an extended period of time. Hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.
Job incumbent is continuously exposed to animals, animal waste, potentially harming cleaning chemicals, high noise and potentially hazardous conditions, including the risk of animal bites and occasional work outdoors for extended periods of time while exposed to cold and extremely hot temperatures.
All team members work in a culture of continuous improvement and are expected to support our mission. Team members must be able to clearly articulate our goals, actively participate in outstanding customer service, and accept responsibility for maintaining our culture of philanthropy.
This job description is intended to describe the general nature and level of work expected of this position. This description is not intended to be construed as an exhaustive listing or description of all responsibilities, duties and skills required of incumbents in the job.
I have read and understand the above to be a general description of the duties, physical demands and occupational exposures of the position for which I am being hired.