Lead Receptionist

Job Description

Job 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

The Lead Receptionist is the hospital's primary point of contact, representing the front desk and serving as the first point of interaction for patients and clients. In addition to assisting clients, this role provides training and support to fellow receptionists. The Lead Receptionist works closely with the Practice Manager, Principal Doctor, and Lead Veterinary Technician to oversee daily operations and ensure the highest standard of care. This position is key in shaping a positive, welcoming experience for both clients and patients, setting a friendly and compassionate tone from the very first interaction. The focus of our reception team members is to convert incoming calls into scheduled appointments, ensuring each interaction is both friendly and productive, fostering client engagement. A proactive approach is needed to manage calls, educate clients, and build relationships that encourage repeat visits and loyalty. Receptionists play a vital role in driving the practice forward by saying "YES" to pets and booking appointments.

Key Responsibilities

Main Accountabilities :

Greet clients and patients in a positive, welcoming, and friendly manner, creating an enthusiastic and warm environment.

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 reception duties, including answering and managing incoming phone calls, scheduling patient appointments, managing patient intake and discharge

Administer basic cashier duties, including reconciling the cash drawer daily (opening and closing processes)

Prepare and maintain thorough and accurate medical charts for all patients, consistently meeting hospital quality control standards

Maximize the efficiency of the veterinary team?by effectively managing patient flow

Ensure the reception area remains clean and inviting, supporting an excellent first impression and facilitating smooth call-to-appointment transitions.

Assist in recruiting new team members for the hospital

Train and mentor new and existing Receptionist team members

Ensure Reception team complete all assigned hospital duties before the end of the shift

Assist Practice Manager with Reception team scheduling

Assist in managing hospital supplies, including inventory tracking and restocking as necessary

Perform cashier responsibilities, including daily reconciliation of the cash drawer during opening and closing processes

Takes an active role in hospital team meetings

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.

Motivate others in the practice to support top tier customer service and patient-centered care.

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 :

Strong Customer Service Focus while effectively adapting to individual clients and their needs

Excellent communication skills and the ability to manage a variety of emotional situations – remaining empathetic, compassionate, and approachable

Excellent phone demeanor

Education and Experience

High School Diploma or equivalent

Minimum 3 years customer service experience – front desk experience a plus!

1+ years of experience working with computers (typing, email, other software, etc.)

Veterinary experience a plus!

Work Location, Environment, and Physical Requirements

The Lead Receptionist position is performed onsite at our hospital or at an approved offsite event location. Remote work is not available for this position

Hospital environment includes limited space, smells from pet waste, and noise (barking, etc.)

Schedules may include 10+ hour shifts, Saturdays, evenings, and holidays

Good hand-eye coordination, arm-hand-finger dexterity with the ability to reach and grasp, and visual acuity to use a keyboard, operate equipment, and read information

Ability to lift 25+ pounds

Able to stand, walk, stoop, kneel, crouch, and climb

May routinely be exposed to pets that may bite or scratch, biological hazards, anesthesia medications (smells), radiation if near Xray machine, prescription medications, including controlled substances

Equal Opportunity Employer – Commitment to Diversity

WellHaven is an Equal Opportunity Employer. WellHaven is committed to complying with all applicable federal, state, and / or local laws prohibiting discrimination based on race, color, creed, religion, national origin, sex (including transgender status), marital status, familial status, status with regard to public assistance, disability, genetic information, sexual orientation, age, military or veteran status, membership or activity in a local human rights commission, or any other status protected by law.

In accordance with federal, state, and local law, WellHaven may provide reasonable accommodation to known physical or mental limitations of applicants during the hiring process and to an otherwise qualified employee with a disability unless the accommodation would impose an undue hardship on WellHaven. 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 / .