About Niagara Veterinary Emergency Clinic (NVEC)
Niagara Veterinary Emergency Clinic (NVEC) is a 24/7 emergency and critical care clinic dedicated to providing compassionate, high-quality care to pets when they need it most. Nestled in the heart of Niagara’s wine country, we are a modern animal Emergency hospital that treats dogs and cats from routine emergencies to complex critical care cases.
At NVEC, every team member plays a vital role in supporting pets and their families during stressful and often emotional moments. Our clinic is guided by a culture of compassion, professionalism, respect, teamwork, growth, and positivity. We take pride in being more than a workplace: we are a community of dedicated professionals working together to make a difference for animals and their owners.
Whether you are greeting anxious clients at the front desk, assisting in patient intake, or helping coordinate care behind the scenes, your work at NVEC has a direct and meaningful impact. Join us, and be part of a team that values learning, collaboration, and resilience while delivering lifesaving care every day.
WHY WORK HERE:
At Niagara Veterinary Emergency Clinic (NVEC), our Receptionists are more than the first point of contact; they are a steady, compassionate presence for clients during some of the most stressful moments of their lives. This role is ideal for someone who leads with empathy, communicates with professionalism under pressure, and takes pride in being part of a collaborative, high-performing emergency care team. We are looking for individuals who treat clients, patients, and colleagues with respect, who understand the importance of teamwork in a fast-paced clinical environment, and who bring a positive, solutions-focused mindset to every shift.
If you are motivated by meaningful work, committed to continuous learning and personal growth, and capable of balancing compassion with accuracy, accountability, and resilience, NVEC offers a supportive environment where your contribution truly matters to our clients, patients, and team.
PRIMARY JOB RESPONSIBILITIES
Receptionist:
· Serve as the first point of contact for clients and provide friendly, quality customer service and client care to the patients and clients of NVEC.
· Receive incoming calls, screen those that are handled by other health care team members and take care of routine inquiries and calls; provide knowledgeable sub-professional advice concerning the care and treatment of animals; provide key information about NVEC services and policies to new clients (directions, explanation of services, explanation of financial policies); manage scheduling and triage of incoming patients, including completing detailed information on the intake chalk board and communication with veterinarians and technicians about incoming patients.
· Check clients in - greet clients in a professional, friendly, hospitable manner; determine nature of illness/injury of patient and attempt to reassure distressed clients; ensure client completion of intake forms and obtain all necessary information; settle clients in exam room for triage and inform health care team/note client information on clinic intake board; take initial deposit payment once estimate provided by doctor/technician.
· As required, enter data, retrieve and modify records in the AVImark practice management software, including such areas as reminder list of patients for follow up calls, receipt and/or invoicing to update medical/financial records, and inventory control.
· Discharge patients; review charts of patients being discharged for completeness of information, accurate invoicing, and ensuring clients have all medications and personal belongings; review final invoice with clients, including discharge instructions; process payment of invoices.
· Ensure all financial obligations are met by clients; collect client fees, make changes, process credit card, and debit transactions, and assist in making count of cash drawer; run end-of-day transactions, as requested. Assist clients with pet insurance paperwork where required.
· Fill veterinary prescriptions with appropriate medication; provide routine instructions to clients concerning prescriptions for medication and answer questions as required.
· Ensure patient histories are completed and communicated to referring clinics in a timely manner; respond to inquiries from referring clinics regarding records relating to their patients.
· Complete follow up calls to clients in a timely manner to obtain update on patients’ recovery, ensure clients follow up with referring clinics where required, make collection arrangements for unpaid accounts, and answer any follow up questions from clients.
· Track, prepare, obtain appropriate signatures, and mail sympathy cards for clients whose pets were euthanized.
· Perform a variety of cleaning and maintenance responsibilities, including keeping the reception area, exam rooms, hallways, and staff areas clean and tidy; ensuring reception and maintenance supplies are stocked; notifying managers of supply ordering needs; assisting with cleaning and laundry in the hospital, as needed.
· Assist in the ordering, receiving, stocking, and distribution of supplies.
· Work well with all team members and clients and ensure that your actions support the clinic, the doctors, and the practice philosophy.
· Participate in team meetings and training opportunities as required.
· Perform other duties, as assigned by a manager or doctor on duty.
Knowledge requirements:
These reception tasks require knowledge of:
· AVImark practice software
· principles and processes for providing customer and personal services.
· processes for processing credit card and debit transactions
· health and safety procedures, including WHIMS 2015
Critical Competencies:
The following competencies are required and important for successful performance of these hospital administration tasks:
- the ability to express one's thoughts verbally in a clear and understandable manner, and the ability to actively listen and attend to what others are saying.
- honesty, trustworthiness, and adherence to high standards of ethical conduct.
- being open to change, flexible work methods, and the ability to adapt behaviour to changing conditions or current information.
- the ability to analyze information and use logic to address problems; the ability to grasp complex information and concepts quickly and accurately and to make correct inferences.
- being dependable, thorough, and conscientious in conducting work assignments, as well as an appreciation for the importance of organizational rules and policies and adherence with relevant legislation.
- the ability to effectively manage time and workload to meet deadlines, the ability to organize work, set priorities, and establish plans for achieving goals.
- the ability to make good decisions, solve problems, and decide on important matters; the ability gather and analyze relevant data and choose decisively between alternatives.
- the ability to develop constructive and cooperative working relationships with others and maintain them over time; must also be able to settle disputes, resolve grievances and conflicts, and negotiate with others.
: the ability to understand what it takes to complete the job. Apply knowledge, skills, and expertise to perform tasks quickly and efficiently. Exercises fiscal responsibility to maximize return on use of practice funds.
- a curiosity for learning; actively seeks out latest information, technologies, and methods. Keeps skills updated and apply new knowledge on the job.
- the ability to cope effectively with pressure and setbacks, to handle crisis situations effectively and not be deterred by obstacles or failure.
LIVING OUR VALUES
You will thrive in this role if you are someone who:
- Leads with compassion and can remain calm, empathetic, and professional when supporting clients who may be distressed, emotional, or facing urgent and difficult decisions about their pets.
- Values respect and professionalism, treating clients, patients, and colleagues with courtesy, discretion, and integrity always, even in high-pressure or emotionally charged situations.
- Works well as part of a team, understanding that emergency medicine relies on strong communication, mutual support, and shared responsibility across reception, technicians, veterinarians, and leadership.
- Is adaptable and resilient, able to manage frequent interruptions, changing priorities, overnight or extended shifts, and the unpredictable nature of a 24-hour emergency clinic.
- Takes pride in accuracy and accountability, balancing warmth, and empathy with attention to detail in documentation, financial processes, scheduling, and patient flow.
- Has strong communication skills, including the ability to listen actively, ask clarifying questions, explain processes clearly, and escalate concerns appropriately.
- Brings a positive, solutions-focused mindset, contributing to a supportive workplace culture and helping the clinic function smoothly, even on challenging shifts.
- Is committed to growth and continuous learning, open to feedback, training, and developing new skills to better support clients, patients, and the team.
This role is best suited for someone who finds purpose in meaningful, sometimes challenging work, and who understands that professionalism, empathy, and teamwork are essential to delivering high-quality emergency veterinary care.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of Receptionist. Reasonable accommodation may be provided to enable people with disabilities to perform the essential functions. While performing the duties of this position, the employee is frequently required to stand, walk, sit, kneel, bend, talk and listen; will use hands to manipulate, handle, and feel; and will reach with hands and arms. The employee may be required to sit, stand, or walk for extended periods of time. The employee may frequently be required to lift and/or move up to 50 pounds. The employee may be occasionally required to handle dogs weighing up to and over 150 pounds. Assistance will be provided by animal care attendants and veterinarians when working with larger animals. The employee may be required to use strength and agility in capturing and restraining stronger, more active animals.
While performing the duties of this position, the employee is exposed to hazards associated with aggressive patients and disruptive and/or aggressive clients; hazards associated with chemicals, controlled substances, and other hazardous substances; hazards associated with infected animals, including possible exposure to contagious diseases; exposure to bites, scratches and animal waste; and exposure to unpleasant odours and noises. The employee is required to follow all health and safety legislation, regulations, policies, and protocols, to minimize any potential harm from these hazards. The Receptionist may be required to work uncommon hours, given NVEC is a 24-hour emergency facility, and may occasionally be required to work additional hours beyond a regular work schedule.
WHAT WE OFFER
- Wage: $19.00 to $25.00 Experience Aligned
- Benefits Health and Dental
- EFAP (Employee and Family Assistance Program)
- 12-hour shifts (3) per week
- Discount Pet Program
- Uniform support
- Professional Development
- Recognition Program
- Full-time, onsite
We do not use AI (Artificially Intelligence) technologies to screen, assess, or select candidates at any stage of the hiring process.
Relevant receptionist experience required.
Pay: $19.00-$25.00 per hour
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
Application question(s):
- Please state if you have prior Reception emergency experience or regular veterinary clinic experience
- Are you willing to work nights and weekends primarily?
- Do you have 2 plus years of Reception or Vet Assistant Experience?
Work Location: In person
