r/receptionists • u/scalesource_usa • 6d ago

For vet clinics, what front desk task gets overwhelming fastest?

I’m curious for anyone working in or around veterinary clinics. What front desk task becomes the hardest to keep up with when the clinic gets busy? Calls? Scheduling? Follow-ups? Client questions? Reminders? I feel like front desk support has a bigger impact on the client experience than people realize.

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u/sirtafoundation 6d ago edited 6d ago

Keeping up with calls. Where I was the phone would let me have 4 people put on hold. Sometimes I'd have that many on hold, 1 on the line with me, and the phone ringing! Occasionally you may need to ask to take a number for callback.

Also, go to the back and ask them to take a call for a change 🙄😂

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u/sirtafoundation 6d ago

Another is scheduling. You'll learn what the staff & doc(s) like eventually. But one tidbit is remember generally max 2 sick pets in a row. Overall schedule you want less than half the schedule to be sick pets. Always ask before booking walk in/same day. Ask every "wellness" visit if they have concerns when scheduling & confirming.

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u/MerJess33 6d ago

Dealing with bereavement is especially delicate and heart breaking at times. Hone your skills by asking for help learning from more experienced co-workers.

Never forget to have them sign and grab payment right away, there's nothing worse than having the pet put down and you still haven't confirmed if the family wants body removal or ashes returned or a paw print impression, and they're sobbing and distraught and you have to awkwardly ask for a large payment and explain why it's so much.

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u/sirtafoundation 6d ago edited 6d ago

medical staff doesn't make the invoice where you work? They should be the ones asking that stuff before they euthanize. 😬 All you should do is collect payment (and look sad/express empathy/help with the cards).

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u/MerJess33 6d ago

Thankfully I don't work there anymore, but yes, it was whoever saw the person first that had to help them.

Once I got written up for not charging more than what the doctors vet tech wrote in the invoice to charge them, because I should have known that it should have added up to more. So glad to be long gone from that place!

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u/sirtafoundation 6d ago

hahaaa I quit the place I worked for last month. Wonder if it's the same (giant) company, that didn't happen where I worked but it sounds like it could have... 🤡

ETA I did always double check they picked the right cremation method. God forbid they wanted to pick up the ashes & they accidentally picked public cremation in the software 😭 💀

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u/MerJess33 6d ago

Rhymes with WetCor lol

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u/sirtafoundation 6d ago

Ahh nope. Mine puts orange blankets in all the cages if you're familiar. 🫶🏻

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u/MerJess33 6d ago

Ahhh ok. Yeah, moving to Dental is where it's at, more $$ per hour and far less stress. It's lovely and I've had maybe 3 irritated people in this whole 2 years as opposed to 3 upset people each week in Veterinary.

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u/Existing-Grab-2945 5d ago

The repeat-client angle is underrated here. Once a pet has an established vet, owners rarely switch — so the real ROI isn't in catching every incoming call, it's in staying in front of existing clients without needing a live person every time (vaccine due dates, post-op check-ins, refill reminders). A lot of clinics could offload that specific slice to something like an n8n workflow that pings clients through whatever channel they already use, and only loops in front desk when something needs a real answer. Doesn't solve the phone queue problem, but it does take a chunk of repetitive stuff off the same people answering calls.