A Receptionist

Area/Location: Roodepoort
Requirements:
Matric.
Responsibilities:
Acknowledge visitors and clients immediately by smiling, making direct eye contact, standing up and greeting them in friendly and professional way, making them feel welcome and comfortable.
Make every client and pet feel cared for and special.
Assist clients by holding doors, helping them with rambunctious pets or children and carrying things when needed.
Assist clients with unruly or unrestrained pets. Ensure that all dogs are leashed and that cats and smaller pets are caged. Isolate aggressive pets. Request assistance as needed.
Be able to communicate and enforce the Practices payment policies.
Listen actively and convey concern, empathy and compassion to clients.
Be patient, polite and compassionate with a client who is emotional or discourteous.
Be familiar with responses for client complaints or comments regarding their bill or service. Immediately remove loudly complaining or angry clients to a private area where they may speak with the practice manager or doctor.
Recognise the limits of your knowledge. If you are not absolutely confident that you know the answer to a clients question, do not answer it. Ask another staff member for help.
Maintain the waiting room and retail areas to professional standards.
Monitor floors for dirt, urine etc and call for assistance when necessary.
Handle telephone and counter calls from clients, staff and the public in a prompt and courteous manner; redirect calls and/or clients as necessary; be able to assess and deal with urgent matters appropriately.
Answer telephone and counter enquiries knowledgeably and seek advice if unsure.
Ensure Doctors are notified if clients are waiting for longer than 10 minutes or if an urgent patient is presented. If possible inform clients if a wait is anticipated, apologise on behalf of the doctor.
Be sensitive to client needs at all times, including monitoring waiting times, consoling grieving clients, handle any client complaints sensitively by enquiring about the reasons for perceived dissatisfaction and attempting to remedy these if possible or seek further assistance.
Be sensitive to staff needs at all times including a supportive and friendly atmosphere for veterinary and nursing staff.
Ensure reception area is secured and locked and ensure that all heaters, air cons etc are turned off and that the answering machine is on and recording correctly before departure at the end of the day.
Ensure all windows are closed.
Ensure you are at work and ready at least 15 minutes before the start of your shift.
Use and encourage the appointment system and notify walk-ins should there be a wait while booked appointments are seen.
Telephones:
Answer calls promptly (within 3 rings) in a courteous and friendly manner. NB: Please pay attention to the beeping of the second line.
If a call must be placed on hold, ask for the callers permission