Mountain Humane (in Hailey, Idaho) is on a mission to enrich the quality of life in our community by saving animals and changing lives. We do this through innovative programs that inspire and have impact beyond southern Idaho. The first “no-kill” shelter in the state of Idaho (in 1999), annually we help more than 7,500 animals and touch the lives of more than 5,000 people through our programs. We are proud to be a model for other animal welfare organizations and to be at the forefront of best-practices in non-profit management.
JOB SUMMARY:
The Veterinary Receptionist serves as the first point of contact for clients and patients, creating a welcoming and professional experience while supporting the daily operations of the veterinary hospital. This position requires excellent customer service, strong organizational skills, and the ability to multitask in a fast-paced environment.
Classification: Full-time, Non-exempt
Reports to: Clinic Manager
Collaborates with: Veterinary Team
Location: 101 Croy Creek Road, Hailey, Idaho 83333
QUALIFICATIONS:
Required Qualifications
- High school diploma or equivalent.
- Minimum one (1) year of customer service experience.
- Strong verbal and written communication skills.
- Demonstrated ability to manage multiple priorities in a fast-paced environment.
- Basic computer proficiency, including Microsoft Office, email, and electronic recordkeeping systems.
- Ability to handle sensitive situations with professionalism, empathy, and discretion.
- Ability to work effectively both independently and as part of a team.
- Demonstrated ability to provide compassionate customer service to clients from diverse socioeconomic backgrounds while maintaining professionalism and respect.
- Ability to safely interact with dogs, cats, and other companion animals of varying sizes, temperaments, and medical conditions.
- Commitment to Mountain Humane's mission, values, and commitment to animal welfare.
Preferred Qualifications
- Previous experience working in a veterinary clinic, animal shelter, medical office, or customer service environment.
- Experience using IDEXX NEO or another veterinary practice management software.
- Knowledge of basic veterinary terminology.
- Experience handling cash, credit card transactions, and balancing daily receipts.
- Bilingual skills (English/Spanish) preferred.
- Fear Free Certification or willingness to obtain certification upon hire.
POSITION DUTIES
Client Service
- Greet clients and patients in a professional manner.
- Answer incoming phone calls and respond to inquiries regarding services, appointments, and patient care.
- Schedule, confirm, and manage appointments efficiently.
- Provide accurate information regarding cost of services and financial support programs.
- Handle client concerns and escalate issues appropriately when needed.
- Explain clinic services, financial assistance programs, and organizational policies to clients.
- Obtain and verify client and patient information.
- Maintain confidentiality of client, patient, and organizational information.
Administrative Duties
- Create and maintain accurate patient medical records.
- Process client check-ins and check-outs.
- Collect payments and accurately balance cash drawers and transactions.
- Prepare estimates, invoices, and receipts.
- Manage phone and email communications
- Scan, file, and organize medical records and documents.
- Maintain appointment schedules to maximize provider efficiency and client service.
- Verify the accuracy of treatment estimates, invoices, and payment transactions.
- Manage incoming and outgoing mail, correspondence, and client records.
- Maintain accurate cash handling practices and safeguard organizational funds.
Patient and Hospital Support
- Assist with patient flow and communication between clients and medical staff.
- Coordinate prescription refill requests and client notifications.
- Monitor and maintain reception area cleanliness and organization.
- Assist with cleanliness of rooms.
- Assist veterinary assistants, technicians, and veterinarians with non-medical patient handling and client communication as appropriate.
- Restock reception, exam rooms, and common areas as needed.
- Support clinic workflow by facilitating communication between clients and medical staff.
GENERAL GUIDELINES
- Maintain a professional and well-groomed appearance.
- Wear assigned uniforms and closed-toe shoes at all times while on duty.
- Comply with all organizational and facility safety policies and procedures.
- Assist in maintaining cleanliness and overall facility standards.
- Perform other duties as assigned by supervisor.
WORKING CONDITIONS/PHYSICAL REQUIREMENTS:
- Work is performed primarily in a veterinary clinic environment.
- Frequent interaction with animals that may be frightened, stressed, injured, ill, or unpredictable.
- Exposure to animal dander, fur, odors, cleaning chemicals, disinfectants, zoonotic diseases, and noise associated with a veterinary facility.
- Frequent standing, walking, bending, reaching, twisting, and repetitive hand movements.
- Ability to sit and work at a computer workstation for extended periods.
- Ability to occasionally lift and carry up to 40 pounds without assistance and heavier loads with assistance.
- Ability to safely assist veterinary staff with basic animal handling and restraint when necessary and appropriately trained.
- Ability to communicate effectively in person, by telephone, and through electronic communication.
- Ability to work occasional evenings, weekends, and holidays as needed to support clinic operations.
- Must be able to perform the essential functions of the position with or without reasonable accommodation.
HOURS, SALARY & BENEFITS:
Hours:
Full-time, 40 hours per week. Schedule flexibility may include four 10-hour shifts
Wage Range:
The pay range for this position is $19.34 - $26.16 per hour, depending upon relevant experience, demonstrated competencies, certifications, job performance, internal equity considerations, and organizational needs. Mountain Humane currently anticipates hiring within a range of $22.00 - $25.00 per hour, depending on qualifications and experience.
Benefits:
Mountain Humane offers a comprehensive benefits package for all full-time employees, including:
- Generous paid time off allotment for vacation and personal reasons
- 100% employer paid medical and vision insurance for staff (with the option of upgrading the plan for an additional contribution)
- 100% employer paid dental insurance plan through Delta Dental
- 100% employer paid life insurance policy
- Access to a 403(b) retirement account with a 3% matching employer contribution
- Access to reduced cost veterinary care and pet supplies (including dog/cat food) for all employee-owned pets
- An annual personal pet care allowance for veterinary products and services
- A 40% discount at The Barkin’ thrift store in Hailey, and
- Access to discounted membership at Gravity Fitness & Tennis in Hailey
Mountain Humane also provides funding for professional development opportunities and financial assistance for commuting employees. For employees with federal student loans, Mountain Humane is also a qualifying employer for the Public Service Loan Forgiveness (PSLF) program!
Note: The statements herein are intended to describe the general nature and levels of work performed by this position, but are not a complete list of responsibilities, duties, and skills required. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Either employer or employee may terminate the employment relationship at any time with or without notice and with or without cause.
Mountain Humane is an equal opportunity employer.
