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Veterinary Teaching Hospital Receptionist/Administrator (G008-18MA)

School of Veterinary Science, College of Sciences

If you are passionate about pets and providing exceptional customer service, we want you to join our team at Massey Vets. We operate a busy primary and referral clinical practice and teach veterinary science and veterinary technologist students.

Being a receptionist in a veterinary clinic takes a special kind of person who is able to deal with both humans and animals alike. A receptionist must have great communication skills and be friendly and outgoing as literally every person who comes in the door or phones the clinic will come in contact with the veterinary receptionist.

Location:Palmerston North
Term:Permanent
Grade:Grade C
Salary:$32,298 - $47,845 pa
Applications close:11 p.m. on 3 February 2018
Additional Information:Credit Check.pdf
Criminal Check.pdf

Position overview

If you are passionate about pets and providing exceptional customer service, we want you to join our team at Massey Vets. We operate a busy primary and referral clinical practice and teach veterinary science and veterinary technologist students.

Job Overview:
Being a receptionist in a veterinary clinic takes a special kind of person who is able to deal with both humans and animals alike. A receptionist must have great communication skills and be friendly and outgoing as literally every person who comes in the door or phones the clinic will come in contact with the veterinary receptionist.

While there are certain duties that are part of the job, an important responsibility of a veterinary receptionist is to greet patients and their owners as they arrive making them feel welcome. Often the first point of contact with Massey Vets is over the phone, the ability to process information accurately, whilst maintaining interaction with clients already at the reception counter is essential. Attention to detail is critical in this position as you will be required to accurately and efficiently process payments, financial documents, invoices, paperwork and enter client/patient records in the veterinary database.

The ideal candidate:
• Someone who can work full-time Monday to Friday, our normal business hours are 8am to 6pm and your day will be 7.5 hours within these hours, with a willingness and ability to work outside of these hours to cover periods of leave
• Be able to remain calm and compassionate while carrying on a multitude of other tasks
• Believe in service with a smile
• Able to demonstrate empathy with clients

This role will be based primarily in the companion animal reception but may be required to cover farm and equine receptions. For further details please contact Rachel Henaghan, Office Manager, R.M.Henaghan@massey.ac.nz

Job description

Purpose statement

To provide: excellent client service to clients of the companion animal, farm and equine hospitals and referring veterinarians; administrative support to staff of the Massey University Veterinary Teaching Hospital; and to assist in the training of 'front-of-house' skills to veterinary science and veterinary techno0logy students.

Responsible to

Veterinary Teaching Hospital (VTH) Director through the Administration Team Supervisor

Key accountabilities

  1. Reception
    • Receive and welcome customers and visitors promptly and courteously.
    • Ensure clients are managed appropriately in the Practice Management System (PMS), contact information is checked and updated, and that all client/patient details are entered into the PMS accurately.
    • Answer and respond appropriately to telephone and ‘at-counter’ calls or queries from clients, staff, students and the public in a prompt and courteous manner, and be able to assess and deal with urgent and non-urgent matters appropriately.
    • Ensure referral requests (email, fax) are promptly processed and contact is made with the referring vet and client as necessary
    • Ensure messages are taken accurately, passed on appropriately and responded to in a timely manner.
    • Ensure the waiting room, retail, reception and front desk areas are clean, tidy and maintained at a professional standard at all times.
    • Manage hospital bookings and if bookings exceed capacity, bring this to the attention of the office manager as early as practical.
    • Ensure new clients are made aware of the terms of trade and other essential information and paperwork.
    • Ensure confidentiality in respect to patient and client information is protected at all times.
    • Inform clients of any likely delays.
    • Contact clients to confirm appointments when necessary.

  2. Accounts and Invoicing
    • Receive and receipt payments for sales of merchandise and payment of accounts efficiently and promptly at time of discharge.

  3. Administration
    • Enter data into the VTH PMS.
    • Action PMS processes such as appointment and vaccination reminders.
    • Monitor the reception inbox (email) and process/action enquiries promptly on the day received.
    • Assist with secretarial tasks, when necessary, including sorting incoming mail, sending faxes, arranging despatch of courier packages, archiving of paper files.
    • Manage confidential documentation appropriately.
    • Assist staff with administrative tasks as requested and keep them informed of University policies and procedures as required.

  4. Sales
    • Provide a knowledgeable service in the sale of veterinary over the counter preparations.
    • Receive and unpack orders from wholesalers as necessary.
    • Ensure stock of product in the retail and reception areas are maintained at an appropriate level and the correct actions are taken when stock is low.
    • Participate in stock take as necessary.

  5. Communication and IT
    • Be able to use, with appropriate in-house training, all the communications methods of the VTH (PMS, phone, fax, pager system, RT, email) and ensure hospital communications protocols are followed.
    • Be civil and courteous to all stakeholders at all times.
    • Have a high level of mastery of the English language so that both written and verbal instructions and communications are clear and easily understandable by clients, staff and students.

  6. Student teaching
    • Provide advice and assistance to students, as required, and answer their queries whilst they are on roster.

  7. Equipment maintenance
    • Clean and maintain equipment promptly and efficiently according to protocols.

  8. Continuing education
    • Actively participate in continuing education, personal and professional development activities as mutually agreed with line manager. To share new-found knowledge with colleagues.

  9. Other reasonable duties
    • To adeptly perform other reasonable duties as directed by the Hospital Director.

Person specification

Qualifications

A business or administration related qualification is desirable

Experience

Essential
• Reception and telephone experience
• Competent keyboard and computer skills
• Veterinary nursing or veterinary reception experience

Personal attributes and behaviours

Communication
Must possess a high level of mastery of the English language so that all instruction and communication, both written and verbal, are clear and easily understandable

Innate abilities
To show initiative by recognising situations where colleagues need assistance and provide support without having to be asked

Be able to effectively manage more than one task at a time such that all tasks get completed properly and in a timely fashion

Pick up new skills quickly following essential/core training such that extended training is not required.

Interpersonal skills
To have a positive influence on the morale of peers and the operations of the team

Must demonstrate empathy to clients and animals

Physical capabilities
Sufficient visual acuity (with or without spectacles/contact lenses) to read case notes.

Sufficient hearing acuity (with or without hearing aids) so that telephone conversations and spoken requests can be heard

Availability
A full (non-restricted) driving licence
You will be expected to work a 37.5 hour week, your usual hours will be 930am – 6pm, however, the willingness and ability to work outside of normal hours is essential.

 

Massey Contact Centre Mon - Fri 8:30am to 5:00pm 0800 MASSEY (+64 6 350 5701) TXT 5222 contact@massey.ac.nz Web chat Staff Alumni News Māori @ Massey