Page 5 - Receptionist

TACTICAL RESPONSIBILITIES:

1. Book Appointments! #1 Job!
a. BOOK CLIENTS! Get the pets to the doctors so our staff that provides pet care.
b. Control, prevent, and manage the number of no-show and cancelled
appointments.
c. Forward-Book AT LEAST 50% of all clients for the next visit BEFORE LEAVING!
2. Marketing Reaches/Phone Shoppers:
a. MUST Keep a 100% accurate individual market reach log of phone shopper
(potential clients).
b. MUST Maintaining at least a 70% conversion of marketing reaches to booked
appointments using Phone Shoppers procedure.
3. Communications:
a. Properly route and handle all incoming phone calls. (see procedure)
b. Properly greet arriving clients and waiting in reception area (see procedure)
c. Assure all clients are completely satisfied and encouraged to refer friends and
family during check-out.
4. What NOT do:
a. Do NOT give medical advice or recommendations. This is for the doctors and
technical staff, NOT RECEPIONISTS.
b. Do NOT quote prices by phone (unless clients demand it). Only exceptions are
individual items or boarding and grooming. This avoids bad reviews, upset
clients, and hours of work for our staff! See “Phone Shoppers” procedure.
STANDARDS:

Company-Wide:
1. All work will be performed in accordance with Hospital Policies.
2. All work will be performed according to the General Hospital Procedures.
3. Supervisor will be notified of any issues to be resolved or deadlines that cannot be met
well in advance of the due date.
Position-Specific:
4. All work will be completed honestly and accurately based on the receptionist
procedures.
5. Assuring all clients who arrive or call are greeted and served with courtesy and
efficiency.
6. Assure clients leave completely satisfied and referring others in abundance, even when
it requires immediate routing of any unsatisfied clients to management.

TWO RULES: Non-negotiable and Consistent
1. Book Every Appointment Opportunity.
2. 100% Forward Booking.

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