Receptionist - Mossoró Unit

Description

The **Popular Veterinary Hospital** is seeking a professional to join our team. If you are someone looking for employment and wish to contribute your knowledge and demonstrate your skills, we would like to meet you. **About the position:** The Receptionist is the professional responsible for attending to both internal and external customers of the institution and is the first point of contact that creates a positive impression on customers. This role involves in-person, telephone, and virtual attendance, schedule organization, and activity planning. **Primary area of responsibility:** * Customer service **Position characteristics:** * Work schedule follows a shift system: 12 hours worked followed by 36 hours off. * Completion of high school is required. * Basic computer literacy and proficiency with software applications are required. * Completion of at least one annual refresher course in the field is mandatory. **Key Functional Responsibilities (KFRs) include:** * Adhering to institutional standards regarding routine, safety, quality, productivity, hygiene, and preservation; * Understanding, implementing, and promoting the company’s culture (Mission, Vision, and Values); * Studying and comprehending operational documents governing institutional activities (Employee Code of Conduct Manual, Guidelines and Rules for Pet Guardians, Departmental Flowcharts and Routines); * Organizing information and planning daily tasks, while maintaining a clean and functional environment; * Performing duties pertinent to the scope of work using equipment and computer programs established by the institution; * Participating—per internal institutional policy—in projects, courses, training sessions, events, partnerships, and teaching and research programs; * Delivering differentiated customer service by performing triage based on severity indicators (e.g., seizures, accidents—falls, vehicle collisions; poisoning; hemorrhage; unconscious animals; respiratory distress—shortness of breath, cyanotic animals), activating the red alert protocol, immediately directing the pet guardian and animal to the inpatient department, and subsequently generating registration—all while continuously evaluating service delivery quality and striving for constant improvement toward excellence; * Seeking effective resolution of everyday demands; * Providing in-person, telephone, WhatsApp, email, and other forms of communication-based service, delivering necessary information; * Verifying and assisting in verifying pharmacy medication stock; * Providing initial service to health plan members; * Managing institutional appointment schedules (e.g., surgical and specialty schedules), including confirmations and rescheduling as needed; * Receiving product and material deliveries and directing them to the appropriate department—the Administrative Department; * Welcoming and attending to pet guardians and customers, progressing with service by completing initial registration with all guardian and patient data; * Entering the pet into the queue of the Management System (NextQS), prioritizing emergency cases and guardians entitled to priority status under applicable law; * Directing guardians to the department responsible for the request noted at reception: emergency care, visits, administrative meetings, consultations, diagnostic tests, quotations, surgeries—and informing the relevant team accordingly; * Conducting triage to determine the visitor’s purpose at the hospital: consultation? vaccination? diagnostic test performance or result collection? follow-up visit? quotation? referral? visit to an inpatient pet? * Managing cash flow: collecting payments from hospital service departments and recording payment clearance in the Simples Vet system—for inpatient admissions and daily rate renewals (maintaining contact with the inpatient team to ensure daily and accurate entry of daily rates), surgical procedures, diagnostic tests, consultations, and pharmacy sales; * Conducting cash reconciliation at the end of each shift, verifying whether receipts, payment links, and physical cash match the Simples Vet system’s Cash Report, and documenting/reporting any monetary discrepancies for subsequent validation; * Reviewing entries made by veterinarians, attaching signed documents (by both the guardian and the clinical veterinarian) to each pet’s registration file, as well as diagnostic reports when required; * Notifying the equipment maintenance and cleaning teams whenever necessary, to ensure a clean, odor-free environment and fully functional equipment.