30/04/2025
Practice Management
Veterinary receptionists: Managing tasks, emotions, and more
Veterinary receptionists are often the first voice pet owners hear when they’re scared, confused, or desperate. They guide clients through difficult, emotional conversations, and they often act as a bridge between the care team and the pet’s family.
Receptionists are often the first voice pet owners hear when they’re scared, confused, or desperate. We guide clients through difficult, emotional conversations, sometimes appearing insensitive when we have to mention deposits or payment methods before treatment.
While managing these tough moments, we also juggle the logistical side—scheduling appointments, answering insurance questions, and ensuring the clinic runs smoothly. It’s a constant balancing act that requires a unique set of skills.
And this—the sheer level of multitasking required—is an aspect of the receptionist role that often goes unnoticed.
Picture this: it’s a busy day. Multiple phone lines are ringing, the waiting room is full, doctors are scrambling for client information, and technical issues arise with diagnostic uploads on the PIMs. Meanwhile, you’re checking clients in and out, managing inventory shipments, and answering questions from both clients and coworkers. And that’s just the tip of the iceberg.
Managing tasks and emotions
As receptionists, we don’t just answer calls and schedule appointments. We are emotional support during some of the most difficult moments for pet owners and our colleagues. We carry their worry and fear with us long after our shifts end, seeing the sadness in their eyes and hearing the distress in their voices.
A bridge between clients and medical teams
The receptionist role is not just about sitting at a desk. We are the bridge between the clients and the medical team.
We listen, gather critical information, and relay it to the team to help them make informed decisions. We provide comfort and relay basic information when the medical team is too busy to step out and speak with clients.
And, in the midst of all of this, it often falls on us to ensure the clinic runs smoothly—even when everything seems to be falling apart behind the scenes.
Nothing “just” about it
We often deal with aggressive, demanding, and downright rude clients. I’ve taken details from a client over the phone, only to encounter a completely different situation once the patient arrives (at which time I’ve felt the need to defend my knowledge and expertise).
And, all too often, I’ve been dismissed or talked down to—by both clients and colleagues—simply because I’m “just” the receptionist.
But there’s nothing “just” about it. Receptionists are essential to the functioning of any veterinary practice.
As we celebrate Veterinary Receptionist Week, I want to take a moment to recognize and appreciate the incredible work of veterinary receptionists. You are more than “just” the voice on the other end of the phone; you are the heartbeat of the clinic, ensuring everything runs smoothly even when emotions are high.
To every veterinary receptionist, CSR, and front desk professional: I see you. I appreciate you. You are essential to the veterinary industry. Thank you for everything you do.
