Key Responsibilities and Required Skills for Veterinary Assistant and Receptionist

🎯 Role Definition

The Veterinary Assistant and Receptionist is a dual-function position responsible for delivering high-quality client service at the front desk while providing hands-on support to veterinarians and veterinary technicians. This role combines appointment management, client communication, payment processing, and administrative recordkeeping with patient handling, basic medical procedures, sample collection, and clinic sanitation. Ideal candidates are organized, compassionate, comfortable with animals of varying sizes and temperaments, familiar with veterinary practice management software (e.g., Avimark, Cornerstone, eVetPractice, ImproMed), and capable of prioritizing triage and emergency communications under supervision.

📈 Career Progression

Typical Career Path

Entry Point From:

Customer service or receptionist roles in a medical or pet-care environment
Volunteer or kennel assistant positions at animal shelters or rescue organizations
Recent graduates with animal science or veterinary assistant certification

Advancement To:

Licensed Veterinary Technician (with additional education/certification)
Lead Receptionist / Front Office Manager (clinic administration)
Veterinary Practice Manager / Operations Manager

Lateral Moves:

Veterinary Client Care Coordinator
Animal Shelter Technician
Veterinary Surgical Assistant

Core Responsibilities

Primary Functions

Greet clients and patients on arrival, perform efficient check-in/check-out, verify owner and patient information, and confirm appointment and insurance details while maintaining a welcoming, professional front-desk presence.
Schedule, reschedule, and confirm appointments using practice management software (e.g., Avimark, Cornerstone, eVetPractice, ImproMed); manage online booking requests, appointment reminders, and recall systems to maximize clinic throughput and patient compliance.
Answer multi-line phone systems and web/chat inquiries, triage client concerns, escalate urgent medical issues to the veterinarian on duty, and document call outcomes in the patient record.
Process payments, issue invoices, handle refunds and billing disputes, manage point-of-sale transactions (cash, card, third-party payments), and reconcile daily receipts and deposits according to clinic finance procedures.
Accurately create and update medical records, enter patient histories, record vaccines, procedures, and treatment plans; maintain confidentiality and comply with practice recordkeeping standards.
Obtain patient history and reason for visit, weigh and restrain animals safely and humanely for examination, and assist the veterinarian and technicians during routine exams and minor procedures.
Prepare and maintain exam rooms and procedure areas between appointments, including cleaning and sanitizing surfaces, restocking supplies, and ensuring proper disposal of biohazardous materials.
Collect and label diagnostic samples (blood, urine, fecal, cytology) following clinic protocols, run point-of-care tests (SNAP, UA), prepare samples for submission to external labs, and log results into the medical record.
Administer medications and treatments under direct supervision (topical medications, oral liquids/tablets, subcutaneous fluids) and record dosages and patient responses per clinic policy.
Monitor anesthetized and sedated patients under the direction of licensed staff: record vitals (heart rate, respiration, temperature), recognize basic signs of distress, and report abnormalities immediately.
Assist with radiology procedures by positioning patients, applying protective measures, and operating or supporting x-ray equipment according to clinic protocols and under licensed supervision.
Support surgical workflow by preparing surgical packs, scrubbing instruments, assisting with induction/recovery, and maintaining sterile fields under the direction of veterinary technicians or veterinarians.
Maintain inventory levels for medical, office, and retail supplies: place orders with vendors, receive and restock shipments, check expirations, and manage controlled substance logs as delegated by authorized personnel.
Educate clients on preventive care, vaccination schedules, parasite control, basic nutrition, at-home medication administration, and postoperative instructions using clear, empathetic language and documented handouts when appropriate.
Manage prescription refill requests, process online pharmacy and in-house prescription orders, verify dosages, and coordinate with veterinarians for approvals.
Coordinate referrals and follow-up appointments with specialists and external labs, prepare and send medical records or radiographs, and communicate referral instructions to clients.
Perform intake and discharge procedures for boarding, daycare, day procedures, and hospital admissions: document details, secure client consent forms, and provide clear instructions for pick-up.
Maintain clinic cleanliness and safety standards throughout reception, exam, treatment, and kennel areas; adhere to OSHA, CDC, and clinic infection control policies.
Support euthanasia appointments with compassionate client interaction, prepare required paperwork, coordinate room scheduling, and assist licensed staff with handling and logistical needs when appropriate.
Participate in client education and community outreach initiatives, including vaccine clinics, wellness promotions, and social media content support as requested by clinic management.
Troubleshoot routine front-desk system issues, escalate IT or equipment failures appropriately, and regularly back up or archive electronic records per clinic policy.

Secondary Functions

Manage inventory of retail products and client-facing materials, prepare reorder requests, restock shelves, and provide product recommendations based on basic product knowledge.
Assist with staff scheduling logistics and shift coverage communications as requested by the practice manager.
Support practice quality assurance by following up on lab results, missed appointments, and client satisfaction surveys.
Maintain and update physical and digital filing systems, including consent forms, release forms, and warranty/guarantee documents for medical devices or specialty services.
Participate in onboarding of new front-desk staff and veterinary assistants by sharing best practices, clinic procedures, and software navigation tips.
Contribute to clinic safety drills and continuing education sessions; stay current with updates to SOPs and regulatory requirements.

Required Skills & Competencies

Hard Skills (Technical)

Proficient with veterinary practice management software (Avimark, Cornerstone, eVetPractice, ImproMed, ezyVet) and basic office software (MS Office, Google Workspace).
Strong cash handling and billing skills including POS operation, invoicing, insurance claim submission, and daily reconciliation.
Experience with client scheduling, appointment management, recall systems, and automated reminder platforms.
Competence collecting and labeling diagnostic samples (blood draws, urinalysis, fecal tests, cytology) and running common in-house tests (SNAP, fecal float, glucose).
Basic medication administration and recordkeeping under veterinary direction (oral, topical, subcutaneous fluids).
Familiarity with surgical prep, sterilization procedures, and assistance during routine surgeries under supervision.
Ability to perform animal restraint safely for exams, procedures, radiography, and sample collection.
Knowledge of OSHA, infection control practices, safe handling/disposal of sharps and biohazardous waste.
Basic radiography assistance skills (patient positioning, PPE usage) and anesthesia monitoring procedures.
Inventory management and ordering experience, including controlled substances tracking and vendor communications.

Soft Skills

Exceptional customer service and client communication skills — ability to convey medical instructions clearly and compassionately.
Strong multitasking and time-management skills in a fast-paced clinic environment.
High emotional intelligence and empathy when dealing with sensitive situations, including euthanasia and emergency triage.
Attention to detail and accuracy in medical record entry, billing, and medication dosing documentation.
Team-oriented mindset with the ability to follow direction and collaborate closely with veterinarians and technicians.
Problem-solving and critical-thinking skills to prioritize urgent cases and manage daily workflow interruptions.
Professionalism, discretion, and commitment to client confidentiality.
Adaptability and resilience under stress, maintaining composure during emergencies.
Strong telephone etiquette and conflict-resolution skills.
Learning agility and willingness to pursue continuing education and clinic training.

Education & Experience

Educational Background

Minimum Education:

High school diploma or GED.

Preferred Education:

Certificate in Veterinary Assisting, Veterinary Reception, or related coursework from a vocational school or community college.
Associate degree in Animal Science, Biology, or Veterinary Technology (preferred for advancement).

Relevant Fields of Study:

Veterinary Assisting / Veterinary Reception
Animal Science / Biology
Healthcare Administration / Office Management

Experience Requirements

Typical Experience Range:

0 to 3 years in a veterinary or animal care setting (entry-level candidates with strong customer service + animal handling experience considered).

Preferred:

1–2 years of direct experience as a veterinary assistant or receptionist in small animal practice, emergency clinic, or specialty hospital; familiarity with common in-house diagnostics, surgical workflow, and practice management software is highly desirable.