Job Description

Job Title:RECEPTION CO-ORDINATOR

Reporting to:Client Care Manager

Responsible for:RECEPTION TEAM (in the absence of the Client Care Manager)

Overview

The purpose of this position is to serve as Reception Co-ordinator. Optimisation of reception cover, as well as ongoing daily supervision of delegated duties, will be important aspects of this role. A flexible approach to providing support for the Client Care Manager with day day-to-to day tasks will also be expected. The position holder will be required to gain a detailed knowledge of the Practice’s organisation and services, and will already have a proven history of providing consistently high levels of customer care in a reception or similar environment. They will also have demonstrable experience as a team leader/supervisor, in order to support effective reception procedures and ensure excellent client care at all times.

Major Goals

All duties detailed on the attached job description for receptionists apply to the Reception Co-ordinator’s role, plus the additional responsibilities outlined below.

  • Helping to ensure the smooth running of the reception at all times, especially in the absence of the Client Care Manager.
  • Organising the reception rotas week by week, organising cover for absences within the reception team as and when appropriate, and promptly highlighting any potential problems to the Client Care Manager or in her absence the Practice Manager.
  • Handling staff queries within a defined remitas appropriate to training/experience/time in role etc, and escalating issues to the Client Care Manager (or Practice Manager) as required.
  • Taking responsibility for urgent client complaints in the absence of the Client Care Manager, escalating these as required to the relevant member of the management team.
  • Managing the reception team holiday tracker, escalating queries where necessary.
  • Assisting with the efficient running of the reception by monitoring the completion of delegated tasks amongst team members.
  • Re-allocating tasks/work stations where appropriate, to ensure the smooth and efficient running of the reception office.
  • Using the competency checklist, assisting with the induction and training of new reception team members.
  • Assisting with reception training requirements.
  • Monitoring quality control within reception to include delegated duties, telephone answering, message taking, accuracy of data entry on Voyager.
  • Assisting with and overseeing the amendment and creation of Standard Operating Procedures

PERSON SPECIFICATION

JOB TITLE–Receptionist Coordinator

SPECIFICATION / ESSENTIAL / DESIRABLE
Experience
Period in related field(s) / A minimum of 2 years experience in a role involving both ‘face-to-face’ and telephone customer care / Extensive reception or client care experience. Preferably with supervisory or team leader responsibilities
Cash handling and till operation
Experience of working in a vets/doctors etc with a client base
Experience of insurance process
Knowledge / Computer literate – confident use of Word, Excel and Outlook as a minimum / Knowledge of client based computer system and multiple line software-based telephone system
Use of photocopiers/fax/scanner
Qualifications / Good general education with regard to literacy and maths
(taking accurate messages, accurate telephone numbers, logging client details and notes on computer, taking accurate payments and working out insurance excess amounts, spelling complicated medical terms etc. requires this) / Any form of client care qualification.
Veterinary receptionist qualification
Medical secretary/reception qualification such as AMPSAR
IT qualification
Personal / Willingness to take ownership of tasks/duties
Confidence to lead others in a supervisory capacity
Ability to prioritise duties and multitask when necessary
Good command of the English language and a clear speaking voice
Of smart appearance
Personable and approachable
Able to work accurately to set protocols

What makes a good veterinary receptionist?

  • Rapport as a foundation of trust – a veterinary receptionist is the first point of contact for our practice. You will be creating the image and the first impression of our business. You will need to remain calm, courteous and professional at all times, regardless of a client or visitor’s behaviour. A gracious receptionist makes a positive impression and makes clients feel confident in our service as a whole and helps to put them at ease if they are worried or apprehensive.
  • People skills – as a veterinary receptionist you will deal with a wide range of people, some of whom are very distressed and worried about their pet’s condition. Sensitivity to how they may be feeling is an essential skill– for example, efficient paperwork processing is important, but timing is also critical, and some flexibility and use of initiative depending on circumstances is often needed.
  • Knowledge and understanding – you will be a popular source of all kinds of information for clients and a database of information for other members of the practice team. A good level of IT literacy, an understanding of medical terminology and a willingness to undertake specific veterinary receptionist training is essential.
  • Administration skills – Although a lot of administration work is carried out by our administration team upstairs, there is still a substantial amount of ‘admin type’ processes involved in the day to day duties of a receptionist. This requires you to be fast, detail-orientated, accurate, organised and able to multi-task and handle pressure with diplomacy, composure and sound judgement. Not an ideal job for scatter brains!
  • Excellent communication skills – you must be able to communicate effectively with all the different people you deal with including the occasional rude, irate or aggressive person, as well as anxious and emotional clients; not to mention very busy vets who are trying to multi-task just like you! When answering calls, be professional and follow proper telephone etiquette, maintain a polite and calm tone of voice, be friendly and helpful but ensure you always obtain all the relevant information and record it accurately.