Job DescriptionJob Description
WellHaven Pet Health is built on a foundation of "Well People, Well Pets, Well Practice, and Well Community" it's the heart of everything we do. With over 40 hospitals and growing, we are committed to supporting our teams with a positive culture, strong mentorship, and opportunities for growth. Our collaborative, team-centered approach ensures that both pets and people receive the care and support they deserve. Join us in shaping the future of veterinary medicine - Come Grow with Us!
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. Receptionists play a key role in driving our veterinary business forward by saying "YES" to pets and booking client appointments.
Key Responsibilities
Main Accountabilities:
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.
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
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.
Demonstrated experience with/knowledge of:
Handling dogs, cats, and exotic animals.
Typing 40+ wpm (keyboard).
Basic MS Office products (Word, Excel) and email systems.
Able to demonstrate:
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.
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 offsite 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.
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.
For more information, please contact WellHaven HR at HR@wellhaven.com.
Pay Transparency Disclaimer
WellHaven Pet Health provides wage range information in accordance with applicable pay transparency laws. Third-party job boards and recruiting platforms may omit or misrepresent this information when reposting our job requisitions. WellHaven Pet Health is not responsible for any discrepancies in such postings. For the authoritative and most up-to-date wage range information for all positions and locations, please refer exclusively to our official careers page: https://wellhaven.com/join-the-team/.
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