Anyone who has ever worked in a Veterinary practice will testify that Veterinary receptionists are the glue that holds the practice together. They are the first voice a client hears, they are also the first face the client see’s as they walk through the door. That contact could be for a number of reasons and Veterinary receptionists are so versatile and provide the first line of care and comfort for all kinds of situations. Be it a very serious emergency and comforting a client who is understandably hysteric, to welcoming a puppy or kitten into the practice with cuddles.
We shout from the rooftops about how incredible our receptionists are and we get so much good feedback from our clients. So, what do veterinary receptionists do? We welcome you into the rewarding world of the Veterinary receptionist and give you an insight into a typical day! (Please note – we made this news article before Covid-19, our practices are currently not allowing clients into the building)
I started my shift at 8am and prioritised having the kettle boiled for the rest of the staff coming in! Next, I have to make sure our till is correct and the reception area is tidy for the first appointment at 8.30am. I then go through to see if the nursing team need any help with our medication order, or if I can set the consulting room ready for the Veterinary Surgeon. Once everything is ready to go, we open the door to the first client and welcome their pet into the practice!
By 9am, I have taken 25 phone calls which included a query on insurance, making appointments, a query regarding a passport and a serious emergency. This may seem like a varied morning but it is quite normal. By 11am, I have seen 15 clients and now have 8 insurance claim forms to submit!
We had a new client with their very nervous dog come in to the practice at 11.30am. I got cover for the reception desk and sat with the lovely dog, I even brought a few treats with me. I sat for around 10 minutes with treats in my hand and talked to the client about how they are finding a new dog, why is the lovely dog nervous and generally comforting them, as it can be equally stressful for a client if they have an anxious dog. After 10 minutes, the lovely dog came over and offered me a paw for the treats that he had been sniffing out. I gave him one treat and that seemed to spark a “best friend reaction”. He then wouldn’t leave me alone! I don’t know if I am a dog whisperer, or if they were just seriously good treats! I am happy, the client is also happy and hopefully next time the lovely boy will happily walk in and see us. If not, no problem – he can have another few treats and some time to settle in with us!
Our emergency has unfortunately turned fairly serious and we must refer her to a 24 hour care centre in Newcastle. My task is now to complete the admin work for a referral using an online portal and then liasing with the referral centre to confirm E.T.A. I have printed off directions and an insurance claim form for the client to take with them. I hope everything is okay!
1.30pm – Lunch! Not as exciting as it seems, I think I have a cheese sandwich and an apple..
3.30pm – We start consulting again and I am super excited because we have 8 puppies coming in for their first vaccination and at the same time we have a kitten and a puppy from the same household! They are joining the Well Pet Club, so I will have to remember the various amounts of benefits they get and also fill in the digital paperwork for them! The best part is when they need to read the declaration, 9 times out of 10 that means I “have to” hold their puppy or kitten 😀
6pm – Nothing but routine appointments this afternoon. 86 phone calls for me today and 22 emails! It has been fairly busy and I have just finished my 13 insurance claims Now it is time to close and get everything ready for the next day!
6.15pm – I spoke too soon! A poorly cat is coming down, so I am going to stay as we only have a vet and a nurse left and they may need some help, at least with cleaning!
7.25pm – The lovely cat is comfortable and we have just finished cleaning. Time for home!
There we have it! Tomorrow will be very different for our Veterinary receptionists, as will the next day. And as always, they will do it with a smile on their face and comfort in their voice. Veterinary receptionists – We salute you!