Willows Veterinary Group



centertop00JOB DESCRIPTIONJob Title: Receptionist/Auxiliary NurseReports To: Ann Mee, Branch ManagerLocation:Manchester Vet Centre, 6-8 Tatton Road, Haughton Green, Denton, M34 7PL Date Written:December 2019Job Overview:Our aim within the practice is to treat our patients as though they were our own animals, and to treat our clients in the way we would wish to be dealt with ourselves.This philosophy should be carried through all levels, in terms of our demeanour, appearance, professionalism and communication (between vets, clients, external providers such as laboratories and staff). We all have a part to play in ensuring the smooth running of the various aspects of the practice.Purpose of Position:To provide a professional, effective and organised client reception. To work flexibly to perform all administrative and clerical duties related to the professional responsibilities of a veterinary receptionist within the practice. Roles & Responsibilities: Greet clients with a smile and engage in “small talk” to put clients at ease, respond effectively to client enquiries via the telephone or in person and relay accurate messages to other staff.Make client appointments, book ops, process enquiries, requests and messages. Create new client files, update and monitor existing files, keep computer records up-dated.With the help of senior members of the reception team, organise veterinary appointments and liaise with the vets to ensure the day runs as efficiently as possible. Take payments, processing and monitoring accounts. General clerical duties including ordering stationery, photocopying and sending faxes, dealing with the mail and reminders as required.To process insurance claims according to set procedures.Be aware of worming and vaccination policies. Accurately assess client needs and offer appropriate services or products, liaising with the vets and nurses as required. Pass on queries to other members of staff when they fall beyond the limits of your knowledge.Supply products prescribed by suitably qualified personnel according to training and authorisation. Ensure maintenance of good stock control.To be able to multi task and work in a fast paced environment whilst remaining calm under pressure.Keep the reception areas and waiting room clean and tidy at all times. Take a pride in the appearance of these areas and organise interesting displays and notices.Partake in reports and stock takes when necessary.Ensure telephones are answered promptly including putting telephones through to answer service.Co-ordinate within the team to ensure the reception area is fully operational and efficient at all required times including holidays and in the event of people being off sick.Assist other members of staff with other administrative duties such as booster reminders or any other tasks as may be requested by the Branch Manager.Respond effectively to any complaints or seek assistance from senior member of staff if necessary to ensure client satisfaction.On occasion you may be required to provide care to our patients under the instruction of a Registered Veterinary Nurse or Veterinary Surgeon. With the appropriate training tasks may include:General CareFeedingExercisingRestraining patientsMedicating patients topically / orally / and via the subcutaneous route Completing hospital sheets and writing up notes Ensure high levels of cleanliness and hygiene in all areas of the practice, at all timesAssist Veterinary Nurses and Veterinary SurgeonsCarry out reception duties, including taking payments and completing banking paperwork as necessaryOperate computer systems as directed, to access patient records, update records, generate invoices and day-to-day proceduresObserve and monitor in-patientsSupply products according to training and authorisation by a suitably qualified person (SQP)Assist the veterinary nurses and veterinary surgeons with administrative duties such as replacing theatre and prep stock as requestedPreparation of theatre kits including cleaning and packaging, autoclaving drapes and swabs Person SpecificationThe skills, abilities, experience and knowledge outlined below provide a summary of what is required to carry out this job effectively. CriteriaEssentialDesirableRelevant Qualifications Educated to GCSE levelAdministration or IT qualificationTyping qualificationXXXRelevant Experience, Skills and Knowledge Previous experience of providing excellent customer servicePrevious experience in an administration roleExcellent telephone mannerFully computer literate and prior experience of working with Microsoft Office Packages, Outlook and InternetAttention to detail and accuracy in workKnowledge of the Veterinary industryXXXXXXCommunication and Interpersonal Skills Confident communicator, both on the telephone and face to faceFlexible team playerOrganised and methodical in workAbility to keep calm in a busy environmentXXXXAdditional notes:As the Willows group has many branches it might be necessary for you to support other practices and be considerate of their needs as well as the needs of your own branch. Occasionally due to un-foreseen circumstances, staff may need to be seconded to facilitate cover at other surgeries, and your co-operation in supporting the logistics of this may be required. We offer a huge range of services from our Royal College of Veterinary Surgeons, purpose built veterinary centre in Denton. We moved to our current premises in 2013, following a complete fit out – making it one of the most up to date veterinary facilities in the area.The practice has been awarded a Royal College of Veterinary Surgeons (RCVS) Accredited Practice Status. You would be joining a team of:-3 vets2 nursing staff3 receptionists / administration teamCar parking is available at the practice.We require a Receptionist to join the friendly team at Manchester. The role will include reception work as well as supporting the team with preparation in the back when necessary. Previous reception experience is required, although not necessarily within the veterinary industry. This is a full time role based on 37.5 hours per week which would normally be worked between 8:30 am to 6:30 pm Monday to Friday according to a rota and includes a requirement to work 1:4 Saturdays 8:30 am to 5:00 pm which is either paid as overtime or taken off in lieu.Full training will be provided as necessary. Candidates will have excellent communication, time management and customer service skills. Full training will be provided to the successful candidate who will have experienced members of the team available to support them during induction.We offer a Summer and Christmas bonus scheme for eligible staff. Holiday entitlement is 28 days per year for full time staff (including Bank Holidays) and this rises in line with service. Benefits also include a workplace pension scheme, staff uniform, staff pet discounts. We also offer Healthshield benefits which cover the everyday health needs of staff by providing cashback for dental, optical and physiotherapy costs, alongside offering wellness services such as a Virtual GP Surgery and Employee Assistance Programme (EAP).To apply please forward your CV and covering letter to recruitment@willowsvetgroup.co.uk quoting job reference 80 by the closing date of 5 pm on Sunday 5th January 2020. ................
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