A Day in the Life of a Veterinary Receptionist at Bay Vets

My workday starts at approximately 8:15am.  I get reception ready for the start of the day by checking the cash float, stocking up stationary pots, making brews for my fellow receptionists and if there were any payments made overnight, I process these ahead of the new working day.

At 8:30am I switch the phones from our night emergency line to our day service and begin taking calls straight away! From this point, clients start arriving for booked procedures, so I check them in and notify the vet or nurse as appropriate and they begin the admission procedure for each case.  

At 9am, consultations begin. I check clients in and update our computer system so each clinician is aware of who is waiting. I book appointments for the same day and into the future as necessary over the phone, in person and through PetsApp – where clients can message us with queries and requests.

Clients may call for advice, to place an order for food, medicines or other supplies and I answer within my remit and refer to clinical members of the team when required. I take payments and process these in line with our banking protocols, and issue refunds and vouchers when required also.

When owners come to collect their orders, I check their details, the stock, the computer system and hand out the products. When prescriptions have been dispensed by vets and nurses, I check they are suitably labelled and recorded in the file and appropriate for me to hand out. 

Between answering calls and queries from clients, prospective clients, fellow receptionists, vets and nurses, I maintain the appearance of reception and the waiting area and monitor stock sold, replenishing as necessary. I make sure leaflets are topped-up, gravy bones are accessible and any mess from rainy days or territory-marking dogs is dealt with efficiently.

When a stock delivery arrives, I check the delivery note, ensuring we have received all items ordered then process them into the computer system, so the stock is available to sell. Sometimes there are queries from team members at our other branches regarding stocked products and amounts of each we hold, and I will try my best to answer them.

I will fill the shelves ensuring stock is rotated, checking expiry dates and cleaning the shelving as I go.

Sometimes clients need reminders to come and collect ordered items, so I check our stores and the dates on dispensed items, calling, emailing and texting clients as per their preferences to ensure their pet receives the products they need.

Throughout the day I monitor that the cash and card balances match the takings, so any errors are easily identified and rectified, saving time at the end of the day.

I may also be asked to set up a Health Care Plan for a new or existing client and their pet(s). I often am asked about the benefits of the plan, so I am well-rehearsed in the services and financial savings the plan provides for dog, cat and rabbit owners.

Sometimes clients inform me that they are moving away, or that they have changed contact details, so I update their records accordingly.

I like to be creative, and if I get the opportunity, I like to design notice and display boards, both in staff and client areas.

Most importantly, I smile at my colleagues and the clients, and provide a shoulder to lean on when it is needed. It’s a demanding job, mentally and physically but it is so rewarding.