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The Importance of the Pet Reception Team

1. We care about you and your pets.
There’s a reason we are the first people you see when you enter the clinic – we enjoy interacting with people as much as your furry loved ones. We love hearing your funny pet stories and chiming in with our own. Our position is based on client interaction, and that’s the way we like it! The happily wagging tails and cat purrs are just the icing on top of the cake. And we love to spoil your pets as much as you do with treats and extra attention when they come into the clinic.

2. We don’t make a commission on food sales/flea medication etc.
When we recommend a certain diet or flea medication, we aren’t suggesting these to help our own paycheque. We stand behind the products we sell as they are ones we use on our own pets! We also spend a lot of time learning as much as we can about the diets and products we carry so we can feel confident in recommending what works best for your pet and their individual needs. We want you to feel comfortable with what you give to your pet too, so we’re always ready to answer questions to help you find the best fit for you and your furry family member.

3. We aren’t “just receptionists”.
We are classified as veterinary receptionists in the business world, but there is a reason our true title is ‘Client Care Specialist’. We do a lot more than answer phone calls and book appointments. We are an integral part of the hospital team. We are the first point of contact for the clinic, which means we need to be highly educated in all aspects of potential emergencies and sick patient conditions so we can triage appropriately and make sure your pet gets the help it needs when it needs it. We do a lot of education in order to be efficient at our jobs and confidently answer any questions you have about taking care of your pet. We also handle the main administrative side of the clinic amongst being patient advocates – being organized individuals makes it possible for us to time manage and handle the chaos that can come with welcoming emergent patients, dealing with every phone line lighting up at once, and still having a smile on our face when the next person walks in the door looking for assistance. The fast-paced, multitasking environment is what we deal with day after day, and it’s where we thrive.

4. We have regulations we have to follow.
Although there are many times we wish we could bend the rules, there are legal regulations we are required to follow. This means when it has been beyond a year since your pet has had a physical exam, we can’t refill your prescription flea medication. Or, when there aren’t further refills listed on file, we do need a doctor to place the prescription on file even if they aren’t immediately available. We know it can be frustrating and inconvenient at times, but these regulations are in place to help keep pets safe. Breaking them means not only jeopardizing a pet’s health but also gambling our veterinarian’s medical license as well as the clinic’s ability to stay open. As much as we’d love to satisfy your wishes, we have to make the tough calls sometimes and wait for the green light from the veterinarian.

5. We are the busiest area in the hospital.
Despite the veterinarians and treatment team being the medical team of a busy clinic environment, it is still us at the front desk that is the busiest area. We not only support their areas but are the main line for all client service – this means checking in and out appointments, booking surgeries, processing retail transactions, filling prescriptions, and preparing almost all of the paperwork to keep the clinic running smoothly. Every role in the hospital is crucial to making it work, and we are a very important piece to the puzzle.

Written by Dartmouth Veterinary Hospital

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