Profession veterinary receptionist

Veterinary receptionists provide reception and office/administrative support in a veterinary practice, scheduling appointments and receiving clients, sale and advice on animal related products, in accordance with national legislation. 

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Personality Type

• Conventional / Enterprising

Knowledge

• Animal welfare legislation

  The legal boundaries, codes of professional conduct, national and EU regulatory frameworks and legal procedures of working with animals and living organisms, ensuring their welfare and health.

• Biosecurity related to animals

  Awareness of hygiene and bio-security measures when working with animals, including causes, transmission and prevention of diseases and use of policies, materials and equipment.

• Veterinary terminology

  Spelling and meaning of commonly used terminology of veterinary terms.

• Animal welfare

  Universally recognized animal welfare needs as applied to species, situation and occupation. These are: need for a suitable environment need for a suitable diet need to be able to exhibit normal behaviour patterns need to be housed with, or apart, from other animals need to be protected from pain, suffering, injury and disease.

• Signs of animal illness

  Physical, behavioural and environmental signs of health and ill health in various animals.

• Safe work practices in a veterinary setting

  Safe work practices in a veterinary setting in order to identify hazards and associated risks so as to prevent accidents or incidents. This includes injury from animals, zoonotic diseases, chemicals, equipment and working environment.

Skills

• Communicate with customers

  Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.

• Process booking

  Execute a booking of a place according to client's requirement in advance and issue all appropriate documents.

• Manage animal biosecurity

  Plan and use appropriate biosafety measures to prevent transmission of diseases and ensure effective overall biosecurity. Maintain and follow biosecurity procedures and infection control when working with animals, including recognising potential health issues and taking appropriate action, communicating site hygiene control measures and biosecurity procedures, as well as reporting to others.

• Handle customer complaints

  Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.

• Monitor the welfare of animals

  Monitor animals’ physical condition and behaviour and report any concerns or unexpected changes, including signs of health or ill-health, appearance, condition of the animals' accommodation, intake of food and water and environmental conditions.

• Manage veterinary practice waiting area

  Manage the waiting area in a veterinary practice and ensure that both the clients' and the animals' needs are monitored and prioritised.

• Provide support to veterinary clients

  Assist clients seeking veterinary treatment and during the provision of veterinary services. Aid clients with the care of their animals by demonstrating care techniques and use of veterinary products. Provide support during difficult situations.

• Use different communication channels

  Make use of various types of communication channels such as verbal, handwritten, digital and telephonic communication with the purpose of constructing and sharing ideas or information.

• Apply safe work practices in a veterinary setting

  Apply safe work practices in a veterinary setting in order to identify hazards and associated risks so as to prevent accidents or incidents. This includes injury from animals, zoonotic diseases, chemicals, equipment and work environments.

• Process payments

  Accept payments such as cash, credit cards and debit cards. Handle reimbursement in case of returns or administer vouchers and marketing instruments such as bonus cards or membership cards. Pay attention to safety and the protection of personal data.

• Manage infection control in the facility

  Implement a set of measures to prevent and control infections, formulating and establishing health and safety procedures and policies.

• Perform multiple tasks at the same time

  Execute multiple tasks at the same time, being aware of key priorities.

• Communicate by telephone

  Liaise via telephone by making and answering calls in a timely, professional and polite manner.

• Handle veterinary emergencies

  Handle unforeseen incidents concerning animals and circumstances which call for urgent action in an appropriate professional manner.

• Maintain administrative records in the veterinary office

  Create and maintain administrative records for activities such as appointments and sales in the veterinary office.'

• Maintain the veterinary reception area

  Maintain the reception area, including appearance and hygiene, to give a positive impression of the organisation.'

• Receive veterinary clients and their animals for appointments

  Receive veterinary clients, making sure that they and their animals are prepared for appointments.'

• Manage animal hygiene

  Plan and use appropriate hygiene measures to prevent transmission of diseases and ensure an effective overall hygiene. Maintain and follow hygiene procedures and regulations when working with animals, communicate site hygiene controls and protocols to others. Manage the safe disposal of waste according to destination and local regulations.

• Have computer literacy

  Utilise computers, IT equipment and modern day technology in an efficient way.

• Deal with challenging people

  Work safely and communicate effectively with individuals and groups of people who are in challenging circumstances. This would include recognition of signs of aggression, distress, threatening and how to address them to promote personal safety and that of others.

Optional knowledge and skills

Source: Sisyphus ODB