Client Relations


The purpose of this position is to ensure each client’s satisfaction with the service and care received at Marina Bay Animal Hospital; maintain hospital records; perform clerical duties related to the patient care and treatment and provide support to the doctors, practice manager and staff as needed.

Major Duties

•To be efficient, very pleasant, courteous, polite, concerned, and helpful to all clients and co-workers under all conditions at all times.

•Answer the telephone with a smile. Direct and screen all incoming calls to appropriate staff member; handle routine calls. The routine calls include scheduling appointments, those people •Provide knowledgeable advice concerning care and treatment of animals.

•Be confident, professional and calm with all clients, at all times, in all circumstances.

•Greet clients promptly and with a smile trying to address both the client and pet by name.

•Ensure that the client and patient information in the medical record and computer is accurate and up to date.

•Follow established policies and procedures in referring clients for immediate care (emergencies) for the patient. Reassure distressed pet owners by keeping them up to date on their pet’s care.

•Complete the admission of the patient by writing date, complaint and ensuring that all routine procedures such as vaccinations, necessary labwork, wellness screens, etc. are up to date. Place file in appropriate box when completed.

•Admit all boarding pets filling out all necessary forms, releases and cage cards.

•Ensure reception area and desk are properly cleaned, deodorized and stays organized and free from clutter. Keep all charts filed as appropriate and all fee sheets cleaned as appropriate.

•Review charts of patients being discharged from the clinic for completeness of information. Ensure one of the 3 “Rs” (recheck, recall, or reminder) is input into the computer for every patient seen. If not marked on the travel sheet refer back to the doctor or technician.

•After reviewing chart, input charges into the computer from the travel sheet. Ensure that everything that was done was charged for. Collect fees, make change, and receive credit card payments and checks, getting proper identification when required.

•Perform client education and marketing of over-the-counter products. Exercise a technical knowledge of products sold and demonstrate salesmanship abilities. Explain and demonstrate products when needed, answering all questions concerning products.

•Know and use protocols for collecting fees as services are rendered.

•Prepare and mail client welcome, thank you and sympathy cards. Ensure that cards are mailed in a timely manner.

•Restock supplies, shelves and client reading material as needed.

•Maintain a neat and professional appearance at all times.

•Maintain a professional and upbeat attitude continuously; remembering when you are up front you are “on stage”.

•Attend and participate in all staff, department, continuing education and coordinators meetings as required.

Physical Effort

Work often requires assisting clients with their pets in weight ranges from 5-100 pounds.

    •Holding/restraining pets for clients

    •Lifting/carrying up to 40 pounds unassisted, up to 100 pounds assisted.

    •Walking pets, standing for extended periods of time.


•High school diploma or equivalent.

•Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine to accurately record information on the medical record as well as educate the clients appropriately.

•Exhibits considerable tact and diplomacy when handling conflicts.

•Exhibits accuracy when relaying owner’s account of the medical complaint of the animal involved to MBAH staff members who will be involved in treating the patient.

•Exhibits strong customer service skills and has a natural, people-oriented personality.

•Exhibits excellent verbal and non-verbal communication skills.

•Adept in trouble-shooting and multi-tasking in a fast paced environment.

Controls Over Work

    The practice manager provides continuing and individual assignments indicating in general what is to be done, limitations, quality and quantity expected, timeliness and priority of assignments. The practice manager provides additional specific instructions for new, difficult or unusual assignments including suggested work methods or advice on source materials needed. The receptionist uses initiative in carrying out recurring assignments independently without specific instructions, but, refers deviations, problems and unfamiliar situations not covered by instruction to the practice manager for decisions or help. The practice manager assures that finished work and methods are correct and in compliance with instructions or established procedures.