· Answers incoming telephone calls by the third ring, using proper telephone etiquette.
· Operates a multiple-line telephone system. Answers incoming lines, places callers on hold, transfers calls, and pages staff members. Takes and routes messages for veterinarians and staff members.
· Follows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills.
· Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.
· Adheres to all hospital policies, standards, and procedures, including but not limited to dress code, grooming, smoking, and personal calls, as stated in the hospital procedures manual.
· Completes required forms, such as the new client form, patient visit form, and client report, and obtains all necessary information. Notes the source of client referrals.
· Obtains medical and vaccination histories from the client. Recognizes and notes any procedures due for the patient.
· Triages urgent-care patients and communicates with the medical team as appropriate.
· Enters all charges into the computer and double-checks entries against the patient visit form or tracking form.
· Ensures that future reminders are set up in the computer system for the patient.
· Presents clients with medications, instructions, and any other items to take home.
· Reviews discharge instructions, medications, and services rendered, and informs client of the total amount due.
· Accepts payments from the client. Accurately processes cash, checks, charge card payments, and credit account payments.
· Serves as a representative of the hospital, displaying courtesy, tact, consideration, and a positive attitude in all interactions with clients, patients, and other staff members.