Stables Equine Practice Receptionist/Administrator

Job Title: Equine Receptionist/Administrator 
Reports To: Practice Manager   

Job purpose:

The post holder will be expected to provide first class customer service and be responsible for the smooth and efficient administration of The Stables Equine Practice reception and it’s procedures, in support of the clinical activities within the practice.

The role holder will also provide administrative support to the vets and ensuring excellent lines of communication between all clients, referral practices, vets and the team whilst maintaining a professional, friendly and welcoming persona.

There will be occasions such as sickness, holiday or times of exceptional pressure, when the role holder will be required to perform other duties. On such occasions, maximum notice will be given and will apply only to tasks which are straightforward, essential and require minimal training

Principle Accountabilities: These lists are not exhaustive but include the main tasks.

1. Reception Work

• To meet and greet clients, visitors, suppliers etc who come to the practice.
• To ensure that the reception and waiting area is maintained in a tidy state at all times.
• To book in appointments as requested and ensure vets are aware of calls.
• Take payments, entering on Practice Management system and assist clients with any queries.
• To liaise clearly and appropriately with the vets and team regarding clients or visitors.
• To ensure the diary is kept up to date.
• To ensure all client information is correct.
• To deal with any problems that arise for all visitors to the practice.
• Passport information is entered on animal history and Section IX checked/collated when clients in clinic with horses.
• Equipment is entered on appointments and available, liaising with the vets if conflict/need to handover.
• Prepare client requests for medications and prescriptions. 

2. Telephone answering

• To answer calls in a timely, pleasant and friendly manner, to deal with each request or redirect where appropriate.
• To make sure all messages are forwarded to the relevant member of the team and ensure any follow up required is actioned.
• To book appointments as needed, notifying vets if the same day.
• To register new clients and ensure first payment/payment details are taken and welcome pack sent.
• To contact referral practices and clients as requested.
• To handle a wide range of queries and action as appropriate.
• Ensure the veterinary team are supported, lab results/messages delivered, equipment is booked out and clinic ready for clients.
• Ensure all voicemails and missed calls are dealt with the same day.

3.  Administrative tasks

• To maintain the equipment within the office ie, printers, photocopier.
• To support the marketing team with relevant articles and information.
• Ensure that all client correspondence and queries are dealt with in a timely manner and communication channels kept open.
• Prepurchase examinations liaising with purchaser and vendor, collate information and pass to the vet, take pre-payment and ensure vetting certificate is on history and sent to the client.
• Prepare and send reports as and when requested.
• Raise charge sheets for any medications dispensed to clients and lab fees.
• Liaising between the vet and referral hospital.
• Assisting when necessary on SEP client events.
• Proactively identify and act upon opportunities for business improvement.  Openly identify and discuss problems in order to implement and sustain improvements that increase the value we deliver to our, clients, employees, and students.
• Responsible for keeping themselves and others safe, reporting accidents, near misses and hazards and adhering to health and safety requirements and policies as required by the business/their line manager.

All staff are expected to undertake such other appropriate tasks as may be assigned from time to time.