Overview
Company Description
Wedington Animal Hospital is a well-established, progressive, eight doctor general practice located in Fayetteville, AR. We offer many services to provide the best comprehensive care to our patients including Wellness Services, Preventative Care, Urgent Care, Emergency & Critical Care, General & Orthopedic Surgery, Internal/External Medicine, Digital Full Body and Dental X-Ray, Dedicated Dental Suite, Ultrasound, Full In-House Laboratory, In-House Pharmacy, Cold Therapy Laser, Medical and/or Vacation Boarding, Grooming & more.
To learn more about us click here.
Job Description
Job duties include, but are not limited to:
Human Resources
Supervise, evaluate and discipline CSR and Call Center personnel
Schedule CSR and Call Center personnel utilizing the scheduling template
Screen, interview and hire job applicants for CSR and Call Center personnel
Mediate personnel grievances and disputes
Initiate and monitor front office staff training
Maintain employee records by completing all evaluation, incident and accident reports and upon completion, ensure that they are given to the practice manager for proper storage
Schedule and conduct performance reviews of support staff and recommend pay adjustments
Update job descriptions for front office staff as needed
Conduct monthly front office staff meetings and as needed meetings
Help plan and conduct overall staff meetings
Train staff on computer systems and WAH policies and procedures
Maintain morale and efficient team work in reception / call center areas
Work closely with supervisors in other departments of the hospital
Attend management meetings and deliver input from reception area
Finance
Manage accounts receivable, collections and monthly statements
Perform general accounting
Reconcile and make daily bank deposits
Marketing
Recommend and evaluate client communication and marketing strategies
Inventory
Work with Inventory Coordinator to maintain proper inventory of OTC items
Work with the Inventory Coordinator to maintain proper inventory of food, treats and
other items displayed in the reception area
Ensure that newly arriving inventory is rotated behind earlier dated inventory to keep
inventory from expiring
Work with the Inventory Coordinator to maintain proper inventory of office supplies
Participate in the bi-annual clinic wide inventory count
Other inventory duties as assigned
Operations
Assist with WAH Social Media websites: Website, Facebook, Twitter
Check Pet Desk Dashboard, Weave Dashboard, clinic email account, VetSource, VrxPro, and Chewy Practice Hub
Distribute incoming and outgoing mail
Maintain office machines and computers used in reception area
Run errands as needed
Perform the duties of the receptionist as needed
Perform other duties as assigned
Work Environment: Large, steady hospital with high level of client interaction. Great attention to detail and multi-tasking imminent. Great organizational skills and human relations a must.
Continuing Education Requirements: Meetings and trainings as assigned
.
Job duties include, but are not limited to:
Make informal recommendations to the veterinary regional manager concerning such personnel matters as staffing needs, advancement, re-assignments, hours of work or other status changes affecting the receptionists.
Direct on-the-job training to develop employee skills, advise employees of performance requirements and their progress in meeting those requirements, discuss corrective measures to improve performance and prepare appraisals.
Recruit/Hire/Onboard appropriate staff members that fit within the culture and the needs of the hospital. Terminate staff members that do not follow the guidelines, policies, and protocols. This includes handling job descriptions and assisting with setting salaries.
Market your hospital to prospective customers and the veterinary community by identifying and attending relevant local and regional events.
Resolve informal employee complaints, provide a general explanation of the nature and basis for hospital personnel policies and procedures; maintain effective employee-management communication.
Work well with all team members and ensure that your actions support the hospital, the doctors, and the practice philosophy.
Knowledge of hospital procedures for assembling patient records in their required order and sequence and for recording a variety of veterinary practitioners’ orders for patient activities, diet, tests, and treatments to maintain an accurate and permanent report of patient information.
Knowledge of spelling and meaning of commonly used veterinary terminology (e.g., terms of anatomy, physiology, diseases, tests, etc.) to accurately enter specific information into patient records.
Requires skill in obtaining information from owners to complete records, in giving instructions for scheduling appointments and therapeutic activities and in relaying the practitioners’ orders concerning animal care and treatment.
Ensuring that pet owners’ complaints are promptly addressed and resolved.
Strong client service skills.
Preparing employee work schedules and managing the office staff.
Strong leadership, communication, and motivations skills. Has the ability to direct, guide and assist a group of individuals.
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Ability to show unbiased judgment when managing people and make fair and just recommendations regarding personnel issues and/or disciplinary action.
Answering telephone calls in a polite and professional manner.
Establish inventory control system to assure adequate stocks of supplies are available. Review best prices for all products purchased. Maintain inventory control, including controlled drugs, by monitoring product quantities, qualities, and price points. This includes equipment and dealing with returns.
Manage and/or implement hospital policies, including DEA/Controlled Substances and OSHA.
Ensure payroll is completed and submitted accurately and in a timely manner.
Establish good relationships with vendors to receive the best support that vendor has to offer the hospital.
Promptly notifying the appropriate veterinary staff of emergency cases.
Interviewing suitable office staff candidates and providing training to office employees as needed.
Perform other duties as assigned
Qualifications
We’re looking for:
The receptionist supervisor is partially responsible for the day-to-day operations of the hospital. The receptionist supervisor is in charge of the CSR and Call Center personnel, overseeing billing and collections, reconciling daily reports, maintaining the client communication systems, dealing with client complaints, conducting new employee orientations, training, and reviewing CSR and Call Center personnel, overseeing front desk inventory and maintaining the integrity of the medical records. The Receptionist Supervisor must be able to accept responsibility, listen to staff, communicate well and be organized. They must also have good reporting and observational skills to keep the practice manager / owner appraised of the status of the front of the hospital and the staff involved.
Reports to: Owner / Practice Manager
Supervises: Receptionists (CSR’s) / Call Center personnel
SPECIAL WORKING CONDITIONS
+ Ability to sit or stand and work at a computer for long periods of time.
+ Ability to be confident around animals (i.e., dogs, cats, birds, reptiles, etc. Candidate to confirm species treated with practice leadership for additional clarity.)
+ Client needs and work volume may occasionally require more than 40 hours per week to complete essential duties of this job. This position may require special working hours, including working weekends, evenings and/or holidays.
+ Must have mental capacity and processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
+ The noise level in the work environment is moderately high. Ear plugs will be available upon request.
+ Job requires sufficient ambulatory skills in order to perform required duties while working.
+ Ability to sit, stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
+ Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate other equipment as required.
+ Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
+ Hospital teammates are routinely exposed to a variety of animals that may bite, kick or scratch, and on occasion, may be exposed to anesthesia, radiation, biological or zoonotic hazards and/or medication/controlled substances.
Additional information
We offer our staff:
Comprehensive Benefits (health, dental, vision, liability, 401k & 401K matching program, life & supplemental insurance, HSA, & FSA)
Employee Assistance Program
Paid Vacation and Sick Time for ALL Employees
Paid Bereavement Program
Paid Parental Leave Program
Competitive Compensation
Continuing Education Allowance (applies to licensed/registered/certified roles)
Tuition Assistance Program
Access to a CVA/CVT/CVPM Partnership through Penn Foster
Career Development Opportunities
Referral Bonus Program for most positions!
Additional Benefits May Also Be Available (i.e. Personal Pet Discounts, Holiday Pay, Uniform Allowance, Bonuses etc)
Hiring eligibility may be contingent to a candidate authorizing and completing a satisfactory background check.
*Note – some benefits may only be available to or vary slightly for full time employment status vs part time status.
WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.
Company Policy & Federal & State Laws Forbid Discrimination Because of Age, Color, Race, Religion, Sex, Disability, Sexual Orientation or National Origin
Required Knowledge, Skills and Abilities:
The receptionist supervisor is partially responsible for the day-to-day operations of the hospital. The receptionist supervisor is in charge of the CSR and Call Center personnel, overseeing billing and collections, reconciling daily reports, maintaining the client communication systems, dealing with client complaints, conducting new employee orientations, training, and reviewing CSR and Call Center personnel, overseeing front desk inventory and maintaining the integrity of the medical records
