Office Manager Job Description
The purpose of this position is to supervise, direct, plan and coordinate a variety of service functions that are principally work-supporting to the Animal Hospital at Baldwin Park team. These service functions include, but are not limited to, reception (visitor and telephone), maintenance of veterinary medical records, accounts maintenance, cash processing, procurement of administrative supplies and equipment, mail service, typing and word processing, data transcribing and retailing of sundry veterinary items.
Primary Job Responsibilities
- Direct receptionists in their performance of a variety of clerical and public contact duties that facilitate the work of the practitioners, animal health technicians, animal handlers/groomers and the veterinary practice manager who directly or indirectly provide patient care. Oversee the screening and assembly of veterinary records and files for active use, storage or disposal in accordance with established records control schedules.
- Process or direct processing of incoming and outgoing communications involving sorting of mail by general subject matter throughout the hospital.
- Oversee/perform over-the-counter selling of specialty merchandise comprised of animal grooming aids and sundry veterinary items. Exercise a technical knowledge of products sold and demonstrate salesmanship abilities. Explain and demonstrate products, answer questions concerning products, record sales slips, make change and wrap/bag merchandise.
- Provide or direct the provision of typing, work processing and data transcribing on assigned computer/word processing unit. Direct retrieval and entry of data; oversee production and quality of automated data products.
- Receive/oversee the receipt of telephone calls and visitors. Answer questions regarding admission policy, boarding, cancellation or re-scheduling of appointments, clinic hours and services. Apply established guidelines concerning the release of information on patients’ conditions. Interview owners of animal patients new to the [Animal Hospital at Baldwin Park] to obtain identifying information such as name, address, nature of illness/injury/boarding requirements/grooming needs, etc. Initiate patient appointments for tests/x-rays. Explain necessary test preparation for animal(s) and record information such as date, type of exam and procedures required on appropriate patient records. Schedule and coordinate return appointments.
- Review charts of patients being discharged from the hospital for completeness of information and make new appointments as required. Based on review of patient information, refer animal records to the practitioner for his determination as to whether patient is retained in various veterinary medical programs.
- Perform/oversee the performance of posting daily business, posting hospital invoices, mailing statements, taking care of collection accounts, preparing and maintaining payroll and payroll tax records, maintaining accounts receivable file, posting accounts payable invoices, paying accounts payable, filing posted invoices and performing related tasks. Above cited duties and responsibilities are largely accomplished through data entry and retrieval through the computer/word processing center. Utilize/modify programs to meet hospital needs.
- Make informal recommendations to the veterinary practice manager concerning such personnel matters as staffing needs, advancement, re-assignments, hours of work or other status changes affecting the receptionists. Direct on-the-job training to develop employee skills, advise employees of performance requirements and their progress in meeting those requirements, discuss corrective measures to improve performance and prepare appraisals. Resolve informal employee complaints, provide a general explanation of the nature and basis for hospital personnel policies and procedures; maintain effective employee-management communication.
- Work well with all team members and ensure that your actions support the hospital, the doctors and the practice philosophy.
- Perform other duties as assigned.
Controls Over Work
Works under the direction of the veterinary practice manager who determines the scope and type of support services to be furnished and the procedures for accomplishing them. Incumbent recognizes non-routine or unusual situations and refers them to the veterinary practice manager with recommended solutions. Work is reviewed in terms of adequacy of services provided. Guidelines consist of operation instructions and procedures for accomplishing the work specified by the practitioners/veterinary practice manager.
Other Significant Facts
Skills and Knowledge
- Knowledge of hospital procedures for assembling patient records in their required order and sequence and for recording a variety of veterinary practitioners’ orders for patient activities, diet, test and treatments in order to maintain an accurate and permanent report of patient information.
- Knowledge of spelling and meaning of commonly used veterinary terminology (e.g. terms of anatomy, physiology, diseases, tests, etc.) in order to accurately enter specific information into patient records.
- Requires skill in obtaining information from owners to complete records, in giving instructions for scheduling appointments and therapeutic activities and in relaying the practitioners’ orders concerning animal care and treatment.
- Strong client service skills.
- Strong leadership, communication and motivations skills. Has the ability to direct, guide and assist a group of individuals.
- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Ability to show unbiased judgment when managing people and make fair and just recommendations in regards to personnel issues and/or disciplinary action.
The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job.
- Frequently position self and move about the reception area to file, use office machinery such as fax machines and computer, assist clients and team members.
- Frequently transports inventory to stock shelves. Frequently handling 30 pounds and occasionally handling 50 pounds.
- Frequently required to communicate with clients, team members and associates. Must be able to exchange accurate information.
While performing the duties of this job, the employee is exposed to hazards associated with aggressive patients; hazards associated with infected animals and controlled substances; exposure to unpleasant odors and noises; exposure to bites, scratches and animal wastes; possible exposure to contagious diseases.