Job Description: Veterinary Receptionist
Position Purpose: To provide effective and efficient service to referring veterinarians,
patients and clients of the Companion Animal Hospital with compassion
and professional care.
To provide administrative support to the staff and services of the
Companion Animal Hospital.
Department: School of Veterinary Science
Location: Palmerston North
Reports to: Supervisor Veterinary Nursing (Frontline Services)
Responsible for: Nil
Delegations: Nil
Job Title: Position Management will add
Key relationships: Internal External
Supervisor – Veterinary Nursing Clients of the Veterinary Teaching
(Frontline Services) Hospital
Practice Manager Referring Veterinarians
Fellow Veterinary Colleagues Veterinary Students
Service Co-ordinators


Massey University: We are a world-leading university in many academic disciplines and fields
of research. Our point of difference is research that is connected to
community and industry. Our researchers are developing expertise and
skills to advance human knowledge and understanding. Working together
across disciplines and locations, we solve national and global problems
through fundamental, applied and interdisciplinary research, while
culturally and artistically enriching our world.


We are deeply committed to being a Te Tiriti-led university,
demonstrating authentic leadership in contemporary Aotearoa New
Zealand as we uphold Te Tiriti o Waitangi, the founding document of our
nation, and its principles through our practice. We embrace this not just
as an obligation but as a real opportunity for the nation and its people.


Our educators are preparing a new generation of global leaders. Our
students are diverse and are attracted to Massey because they want to
achieve their personal goals or make their mark in the world. They
experience world-class learning that recognises their intellectual and
cultural strengths, expands their horizons and prepares them to
contribute to a rapidly transforming world with skills, critical and creative
thinking and leadership.
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We will be renowned for our passion and caring attitude. All Massey
campuses will be innovation ecosystems, acting as magnets for smart
enterprises. Wherever we are, we will operate in partnerships founded
on respect, trust and mutual benefit. Massey is not only defined by what
we do, but by how we do it.
About this area The School of Veterinary Science advances knowledge in animal health
and welfare, biosecurity, conservation and sustainable productivity. We
are a world-leader in our field, working with governments, other
universities, international and national organisations and companies to
improve animal health and production, and human health. We have over
1000 students, 250 staff and 170 research programmes.
This role works within our Veterinary Teaching Hospital where you will be
working alongside veterinary professionals, in New Zealand’s only
Veterinary Teaching hospital facility.
Massey core capabilities
At Massey we are Tiriti-led, upholding Te Tiriti o Waitangi principles through our practice, we:

• Demonstrate awareness of Te Tiriti o Waitangi and its contribution to Aotearoa New Zealand

society.

• Understand the relevance of Te Tiriti o Waitangi in relation to the work of the University and

the people we serve.

• Embracing Te Reo in relevant and practical ways in our workplace interactions and engagement

with external stakeholders, giving expression to Tikanga Māori and protocols that
demonstrates that we respect and value Māori conventions in appropriate settings.
At Massey we work together with mutual respect and caring. we:

• Act with integrity and trustworthiness and give credit to others for the work they do.
• Work cooperatively and inter-dependently to foster and promote the One University approach.

• Share knowledge and communicate professionally with courtesy and mutual respect.
• Are ethical in all transactions, working within the parameters of our policies and procedures.
• Are direct, truthful and maintain confidentiality.

• Seek to understand and appreciate our differences.
• Keep ourselves and others safe; work together to embrace with the University's health, safety

and wellbeing policies, procedures and programmes; display commitment by actively
supporting all safety and wellbeing initiatives: and by actively engaging in health and safety
improvement opportunities.
At Massey we are future-focused, results- oriented and strive for excellence. we:

• Take ownership and responsibility for delivering results to support achievement of University

objectives.

• Provide the best quality services to our customers (internal and external) ensuring our

students/ stakeholders are at the heart of everything we do.

• Deliver or support world-class research, teaching and learning and citizenship.

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• Take personal responsibility for our performance, take pride in doing our job well, and commit

to ongoing personal and professional development.

• Are motivated and create a positive working environment where our values are reinforced.

• Anticipate and respond with agility and resilience to the changing needs of the University and

the communities we serve.

• Seek ways to improve our services to deliver in an efficient and effective way.

• Embrace technology and apply this innovatively to better meet the needs of those we serve.

• Challenge ourselves to reach our potential and help bring out the best in others.

• Understand how what we do contributes to the objectives of the University.

Accountabilities

• Act as a key contact person for the Service for both internal and

external stakeholders, including Veterinary Teaching Hospital staff,
veterinary students, referring veterinarians, clients, and other
stakeholders. Human Resources • Assist, in conjunction with the Supervisor Veterinary Nursing (Frontline
Services), any training of new staff on the reception team.

• Model appropriate behaviour, work ethics and standards for the

reception team. General Reception • Ensure all users of and visitors to the Veterinary Teaching Hospital are
Duties welcomed and provided with friendly front-line service.

• To practice effective and respectful communication with both internal

and external stakeholders, including clients.

• Ensure clients and patients are managed appropriately in the Practice

Management System (PMS)

• Ensure messages are taken accurately, passed on appropriately and

responded to in a timely manner.

• Ensure the waiting room, retail, reception, and front desk areas are

clean, tidy and maintained at a professional standard at all times.

• Ensure clients are made aware of essential information, while

maintaining confidentiality of both client and patient information.

• Receive and receipt payments for sales of merchandise and payment of

accounts efficiently and promptly.

• Assist with secretarial tasks including but not limited to; sorting

incoming email; arranging despatch of courier packages and archiving
of paper files.

• Provide a knowledgeable service in the sale of veterinary over the

counter preparations.

• Ensure stock of product in the retail and reception areas are maintained

at an appropriate level.3

• Undertake professional development activities as required or approved,

which are relevant to the position.

• Provide prompt resolution or referral of any customer

concerns/inquiries.

• To perform other reasonable duties at directed

Health and Safety • Log hazards and incidents on Masseys Done Safe portal

• Identify areas of concern in the workplace and refer them to the

manager.

• Understand how to correctly set up all equipment and areas.
  

Qualifications and Experience
Qualifications: Diploma in Veterinary Nursing or Bachelor of Veterinary Technology is
desirable but not essential.
A business or administration related qualification is desirable.
Experience: • Previous customer service/reception experience is essential and
previous veterinary reception experience would be an advantage.

• Cash handling and EFTPOS experience.

Capabilities - Behaviour
Communication • An ability to communicate clearly with a wide variety of people and
Essential cultures.
• Can communicate clearly, effectively, and professionally, either by verbal
or written means, with people at all levels of the organisation and with the
wider community.

• Takes responsibility for setting an example for others in the team.

• A good team player, i.e., a willingness to contribute and work effectively

within a team, but to also work autonomously.Organisation • Self-motivated and requiring limited direction to prioritise and complete

• Detail-oriented and accurate.

Time • Demonstrate effective planning to ensure daily tasks are completed
Management efficiently and to a high standard.
Essential • Ability to handle pressure and manage multiple tasks at once
Work Ethic • A high standard of personal integrity, discretion, and tact, maintaining
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• Reliable.

• Passionate about the delivery of excellent customer service.

Capabilities - Technical
Computer and • Competent with the suite of Microsoft products.
software use • An ability to learn software and systems quickly.
Essential

• Can execute processes consistently and accurately.

Pre-employment checks
Essential • Requirement to pass a Criminal and Traffic Convictions (Security)
Check performed by the Ministry of Justice.
• Requirement to pass a Credit History and No Asset Procedure (NAP)
Credit History Check performed by Equifax.


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