Receptionist, Hospital Operations

About the Oregon Humane Society 

Founded in 1868, Oregon Humane Society is the Northwest's oldest and largest animal welfare organization with one of the highest adoption rates in the nation. Through our mission of Creating a More Humane Society, we are working toward our vision of a world where all animals are treated with compassion, kindness and respect. With campuses in Portland and Salem, OHS is an Oregon-based nonprofit that relies on donor support for its adoption, education, medical and humane law enforcement programs. Visit oregonhumane.org for more information. 

The Team 

The Receptionist for the Hospital is a critical member of the medical team and typically the first person our clients will engage with. The Hospital Operations Receptionist providing resources to our clients for all of our access to care programs including spay and save. 

The Position 

The Hospital Receptionist is responsible for overall customer service needs, scheduling appointments, and maintaining complete records of clinic activities. This position actively provides a high level of customer service to our low-cost spay & neuter program clients and the public, both in person and over the phone. This position works with the public and wants to help connect pet owners from all walks of life to resources for their pets. The Receptionist will be part of a small and effective team that works closely with other departments as well as partner agencies. Responsibilities include answering a high-volume call line; scheduling appointments, fielding questions, and making a difference in the lives of pets & their people. This position is expected to be knowledgeable about resources available to pet owners in our community and to work with all people in an open, friendly, and non-judgmental manner. 

Essential Responsibilities 

PERSONAL LEADERSHIP 

• Consistently strives to exceed expectations; demonstrates flexibility, resilience, and the ability to maintain positive relationships and composure, even under difficult circumstances. 

• Maintains high ethical standards, including exhibiting behaviors and actions that embrace and align to our organization and customer service values, while treating all people with respect and dignity. 

• Demonstrates an awareness of their individual personal strengths and development needs, modeling non-defensive behavior and openness to feedback; builds a culture of feedback and learning. 

LEARNING 

• Contribute to regular dialogue and accountability with the leadership team and across the organization to review progress and course correct, if necessary. 

• Ensure data and insights to identify, understand and articulate the key inputs and metrics that tell the story of the organization/team strategy and its progress. 

• Build in appropriate feedback loops to see if we are meeting key milestones and if the impact planned is being felt across the organization. 

INFLUENCE & REPRESENTATION 

• Represent OHS, as requested, at key stakeholder and sectoral meetings or engagements. 

• Communicate effectively to executive, and other stakeholder groups to ensure they are informed and able to actively engage 

• Liaise with and maintain productive relationships with all stakeholders, including other departments, and donors; build mutually rewarding professional relationships inside OHS at all levels. 

PRIMARY RESPONSIBILITIES 

CLIENT SERVICES 

• Assist clients, answer phones, schedule appointments, collect payments, and establish a complete client record 

• Acts as an external liaison to the public by answering basic questions related to program services. 

• Collaborate with the Medical team by checking in patients, triage patients as they present to the clinic, obtain a complete history, and accurately communicate all information and health concerns to the Veterinarian. 

• Thoroughly discuss pre and post-operative instructions to groups of up to 20 people, all services provided by the clinic, and advise clients on appropriate vaccinations and supplemental services. 

• Provide recommendations, discharge instructions, and medications and their side effects to the client. 

• Provide information on the spay/neuter program 

• Create rabies certificates and register microchips. 

BOOKKEEPING 

• Prepare daily bank deposits from the register. 

• Maintain and balance daily till/invoices. 

CLINIC OPERATIONS 

• Responsible for scheduling appointments to fulfill maximum clinic capacity daily. 

• Work with partner groups/agencies to book group appointments. 

• Continually enhance knowledge of clinic practices, infectious disease recognition and protocols, and animal behavior. 

• Responsible for keeping the lobby/reception area thoroughly clean and presentable. 

• Effectively work in EZYVET and Shelter Buddy software systems. 

VOLUNTEER TRAINING 

• Responsible for training, monitoring, and assisting receptionist volunteers. 

SUPERVISOR RESPONSIBILITY 

Supervises: None 

ACCOUNTABILITY 

Reports Directly To: Hospital Operations Manager 

Often Engages Directly With: Medical Team 

Minimum Qualification & Transferable Skills 

We are interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We welcome applicants who bring a diversity of identity, culture, experience, perspective and thought. We encourage you to apply, even if you do not believe you meet every one of the qualifications described. You are also encouraged to address how your professional and lived experience, scholarship, mentorship and/or service will contribute to the Oregon Humane Society. 

• Must be able to understand and adhere to the ASPCA® Spay/Neuter Alliance protocols and procedures. 

• Must be knowledgeable regarding the use of office equipment and office protocols. 

• Knowledge of animal health and clinic procedures is preferred. 

• Must possess excellent communication skills, both written and oral, and be able to work with others in a manner that is positive and educational. 

• Must be comfortable giving instructions to a large group of clients 

• Demonstrated ability or strong interest to work and interact effectively with diverse audiences, including those with differing histories and experiences. 

• Must have fast and accurate data entry skills and be proficient with Microsoft Word and Excel for creating and manipulation of documents. 

• Strong organizational abilities, with an attention to detail and accuracy. 

• Time-management skills with the ability to implement priorities and the ability to consistently meet deadlines with steadfast dependability. 

PREFERRED 

• Cash handling, bookkeeping, and receptionist/scheduling experience is preferred. 

Work Environment Conditions & Physical Requirements 

This position interacts and collaborates with all levels of the organization, including OHS staff, executive team members, donors, general-public, external vendors, volunteers, and supporters. Contact and communication is carried out through face-to-face, telephone and digital interactions. Excellent customer service skills are essential to success. Communication must be clear, understandable, professional, and respectful in all circumstances. 

WORKING CONDITIONS 

• Work is performed at home or in an office and medical center/animal shelter environment. 

• Travel between the two campuses may be required. 

• Occasional weekend and evening work may be required. 

• Animal contact and related injuries may occur. 

• Noise exposure varies and sometimes includes uncontrolled barking and other animal vocalizations. 

• Pace of work is active and demanding, requiring a high degree of multitasking and ability to adapt to changing priorities while managing concurrent projects/tasks to completion. 

• Contact with angry or emotional people may occur. 

PHYSICAL REQUIREMENTS 

• Frequent keyboarding and use of computer peripherals. 

• Prolonged sitting may occur. 

• Must be able to use and operate standard office equipment 

• Must be able to lift up to 40 lbs. on an occasional basis. 

• Must be able to carry items weighing 50 lbs. on an occasional basis. 

• Occasional standing, walking, stooping and bending. 

• Occasional driving on public roadways in varying weather and traffic conditions. 

Diversity, Equity & Inclusion 

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and address and overcome complex challenges and barriers. We strive for a culture of integrity, respect, and compassion where everyone contributes their perspectives and authentic selves and reaches their potential as individuals and teams. We recognize that diversity, equity and inclusion is a journey, and we are committed to learning, listening, and evolving to become more diverse, equitable and inclusive than we are today. 

Equal Employment Opportunity 

The Oregon Humane Society is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained impact. 

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group. 

At-Will Employment 

This position description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to follow any other job-related duties required by their supervisor. This document does not create an employment contract implied or otherwise, other than an “at-will” relationship.