Overview The Spokane Humane Society (SHS) is a nonprofit animal welfare organization funded entirely by community donations. The Clinic Receptionist serves as the first point of contact for clients, visitors, rescue partners, and the public at the Spokane Humane Society Clinic. This position reports directly to the Director of Veterinary Medicine and Operations. The Clinic Receptionist is responsible for managing all aspects of client appointments, patient intake, animal drop-off and pick-up procedures, and discharge processes where applicable. The Clinic Receptionist staffs the clinic's front office, answers telephone inquiries, greets the public in a professional and compassionate manner, processes payments for services, maintains medical records, provides administrative support, assists with staff and volunteer training, and helps resolve customer concerns. This position also supports hospitalized patient care, maintains clinic cleanliness, and fosters positive relationships with rescue organizations utilizing clinic services. All SHS team members are expected to demonstrate the organization's core values of compassion, dependability, teamwork, accountability, and a commitment to going above and beyond for animals and people. Essential Duties Demonstrate a positive, compassionate, service-oriented attitude in all interactions with clients, staff, volunteers, and rescue partners. Maintain exceptional customer service standards and actively participate in learning and mentoring opportunities. Staff the clinic front office by answering telephones, monitoring emails and voicemails, and greeting clients and visitors in a professional and courteous manner. Schedule patient appointments according to established clinic procedures and protocols. Assist clients in completing required paperwork and initiate surgical and medical documentation during patient intake. Update, maintain, and organize patient medical records using ShelterLuv and ClinicHQ software. Process payments for surgeries, vaccinations, microchipping, medications, and other services. Track balances owed by staff and rescue organizations and apply applicable voucher programs when appropriate. Provide post-operative care instructions and communicate veterinary recommendations and medical findings to pet owners as directed. Professionally manage complaints, disputes, and challenging client interactions while maintaining composure and empathy. Educate clients about available clinic services and promote preventive care products and services, including vaccinations, microchipping, and post-operative medications. Clean and sanitize the lobby and reception areas according to clinic protocols to maintain a safe, sanitary, and welcoming environment for clients, staff, and animals. Maintain organized patient waiting areas, office files, and front desk workspaces. Participate in staff meetings, training sessions, and continuing education opportunities as required. Notify the Veterinarian of special patient conditions, concerns, emergencies, or operational issues as they arise. Demonstrate a commitment to quality by performing duties accurately, efficiently, and consistently while remaining receptive to feedback and identifying opportunities for improvement. Adapt effectively to changing priorities, operational needs, and the unpredictable nature of animal welfare work. Foster positive working relationships with coworkers, volunteers, customers, and community members while maintaining professionalism under pressure. Demonstrate reliability by following written and verbal instructions, completing assignments on time, and communicating proactively when challenges arise. Exercise sound judgment and decision-making skills using available resources and established protocols. Communicate effectively in both written and verbal formats, including reports, emails, and interactions with staff, volunteers, adopters, and the public. Identify and address potential problems proactively while developing practical solutions and applying lessons learned to improve performance.

Secondary Job Functions:

Encourage staff to maintain primary responsibility for keeping track of personal pet appointments and scheduling rechecks as directed by their treating veterinarian.

Grounds maintenance:

Seasonal outside duties such as snow removal & sidewalk clearance to entry door as needed. Weekly - collect pet waste from receptacles and take to dumpster. Ensure the facility is secured at the end of the workday, document unusual incidents, and communicate concerns to the Director of Veterinary Medicine and Operations. Complete maintenance request for damaged equipment or facilities and promptly report related concerns to the appropriate supervisor.

Marginal Duties:

Provide guidance, technical support, and training to part-time employees, work-study participants, and volunteers. Assist with the care and feeding of hospitalized patients and support the cleaning and maintenance of clinic facilities. Provide administrative reception support for general organizational inquiries. Contribute to the success of SHS by completing additional duties, special projects, and cross-departmental assignments as needed.

Qualifications and Position Requirements:

High school diploma or GED required. Strong customer service and interpersonal skills. Ability to communicate professionally and effectively with the public while exercising tact, discretion, and good judgment. Previous experience in customer service, receptionist duties, veterinary medicine, animal welfare, medical office administration, or a related field is preferred. Experience handling cash transactions, scheduling appointments, and maintaining confidential records is highly desirable. Ability to handle difficult or emotional situations calmly and professionally. Strong organizational and time-management skills. Ability to follow written and verbal instructions and prepare accurate reports and records. Proficiency in performing retail transactions, balancing cash drawers, and completing basic mathematical calculations. Ability to work independently with minimal supervision while maintaining accuracy and attention to detail. Proficiency with computers, telephone systems, and standard office equipment. Experience using ShelterLuv, ClinicHQ, or similar veterinary practice management software is preferred.

Physical Requirements:

Sit, stand, walk, bend, stoop, and reach. Use computers and other office equipment. Handle, restrain, and work safely around animals of varying sizes and temperaments. Lift, carry, or move up to 40 pounds. Work in both office and animal care environments.

Working Conditions:

Most work is performed indoors in clinic and administrative settings; however, occasional outdoor duties may be required. Regular exposure to animal odors, noise, and cleaning chemicals. Potential exposure to bites, scratches, animal waste, and zoonotic diseases. Frequent interaction with animals of unknown temperament and medical history.

Pay:

$17.50 - $19.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) matching Dental insurance Employee assistance program Employee discount Health insurance Paid time off Vision insurance

Work Location:

In person