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PERSON SPECIFICATION This form lists the essential and desirable requirements needed in order to do the job. Applicants will be shortlisted solely on the extent to which they meet these requirements. Job Title: Veterinary Receptionist Job ref no: CSS-0142-13 Grade: 3 Department: Clinical Services DivisionBeaumont Sainsbury Animal Hospital Accountable to: Customer Service & Reception Manager Accountable to: N/A Competency Essential Knowledge & Experience Experience of working in a busy reception in a medical or veterinary environment: booking appointments, taking messages, keeping waiting clients informed, cash handling and accurate financial transaction recording Communication Service Delivery Evidence Assessment *A and/or I A/I Desirable SQP-C qualification or willingness to undertake and gain accreditation Assessment *A and/or I A/I Knowledge of pet preventative health medications and recommendations A/I Experience of a multiline telephone system A/I Customer Care/phone skills training A/I Computer literate. With knowledge of windows-based systems, including Microsoft Word and Excel I Pet/human bereavement course and Pet nutrition course A I A high standard of spoken and written English with the ability to communicate effectively with all contacts to a business receptionstaff or clients: verbally or in writing, excellent presentation and a friendly, positive attitude Experience of updating a computer client database and maintaining paper filing systems A/I Experience of confidential waste issues, Data Protection in the workplace and Veterinary or medical terminology Dealing with the public across a wide range of financial and educational circumstances. Building a client base through excellent customer service A *A = Application Form I = Interview A/I I with accuracy Teamwork and Motivation Initiative and Problem Solving Skills and Knowledge Behavioural Skills Strong time management and attention to detail whilst working to deadlines in a multi task environment A/I Understanding and experience of providing a friendly and welcoming front of house environment. Delivering excellent customer service The ability to work across teams and constructively with management and clinical staff Experience of practical problem solving in the work place A/I Dealing with difficult customer situations/handling complaints with positive results Ability and willingness to undertake courses relating to basic preventative healthcare for pets and customer service A/I Experience managing aged debt and recovery processes Reliable, adaptable and professional attitude when dealing with repetitive tasks A/I Ability to use tact and discretion when working with sensitive, personal or financial issues A/I Ability to handle pressurised situations, show initiative and respond positively to change A/I *A = Application Form I = Interview A I I I Knowledge and experience of completing pet insurance claims A/I