About The Position
Essential duties and responsibilities include the following. Other duties may be assigned.
- Perform all tasks assigned to the FDL
- Offer decisions for the client and clinic needs when a timely answer is necessary
- Ensure compliance for daily, weekly, and monthly to-do lists for receptionists
- Maintain the office equipment, computers, printers, and files
- Inform management of any repair needs in the reception/lobby area
- Have good money-handling skills
- Ensure proper housekeeping for the reception/exam areas
- Refrain from speaking negatively or gesturing. These attitudes reflect poorly on the clinic
Front Leader Duties:
Opening
- Turn on lights and place A-frame sign on the sidewalk
- Check all voicemails and return calls
- Check all emails and reply and call all depending on the situation
- Ensure that the clinic is ready for clients
Closing
- Call all appointments scheduled for the following day to confirm, leave messages as needed
- Ensure rhapsody schedules are set up correctly for the next week
Phone Handling and Scheduling
- Primary person to answer the phone - with the goal of getting as many people into the clinic as possible
- When answering the phone, determine whether the caller has been to easyvet before. If this is their first time, always inform them about easyvet. This must be done 100% of the time
- “Well, let me tell you a little about easyvet. We are based on the concept of convenience and affordability. Convenience means that you can walk in at any time. You can go to our website to check into the waitlist or go to our website or call us to call us to schedule an appointment. Affordability means since we don't do surgery or X-rays, we pass all those savings on to our clients. When we set up our pricing, we called around to all the competition in the area to make sure that our pricing is more affordable than everyone in the area.
- Let all clients know they can check-in online, schedule an appointment online, schedule an appointment over the phone, or check the wait time online and walk in
Hours and Scheduling
- Ensure rhapsody schedule is always set to the proper hours to allow online booking
- Ensure Yext is always set to the proper hours
- Ensure GMB, website, mobile web, corp. site hours are all set
Check-in and Kiosk Operations
- Ensure clients check-in at the kiosk.
- Customize rhapsody settings to best support a fast flow of clients
- Manage the check-in experience from the client side
- Manage settings for wait control in the appointment bookers / online check-in on the website, GMB, Facebook, Yelp, etc.
Essential Duties
- Create posts on social media to drive more appointments
- Come up with event ideas to help drive more appointments
- Identify additional pets at check-in and check to add reminder protocols in rhapsody
- Create offers / promotions to send out via AllyDVM, social media, or other channels
- Work with the easyvet support staff on website updates, edits, etc.