Research Fellow

**Position **Veterinary Receptionist

**Position Number Level/Classification **HEW0303***

**Reports to **Senior Manager - Strategy and Operations***

**Unit **The Animal Hospital***

**Directorate **School of Veterinary Medicine***

**Positions Supervised **Nil**
**Position Purpose
The primary purpose of this role is to provide high level customer service and reception
support for The Animal Hospital At Murdoch University.***

**About Murdoch University**

Murdoch University helps people discover how to make a difference, through education and
research endeavour, and remains one of the most inclusive universities in the country,
providing students with quality education and recognised academic standing within an
engaging and caring environment. We are a university for all, irrespective of background and
social standing with a focus on social equity, self-direction and freedom of thought and belief.

With strong links to government, business and the community, Murdoch University helps
people discover how to make a difference. We are a young, innovative and enterprising
university with more than 23,000 students and 1,700 staff across Perth, Singapore and Dubai.
We are committed to high quality education, innovative research, and strong community
engagement both locally and internationally.

Our Strategic Plan and Future Horizon 2017-2027 outlines an ambitious blueprint for
development and growth, with a focus on one purpose: to be a creative force for current and
future generations.

We are clear about our two core goals: to educate free thinkers who thrive in society and are
sought after by employers; and, to provide life changing solutions for the world's big
challenges through our outstanding translational research and innovative practice.

**About the Work Area**

Murdoch University is home to the only Veterinary School in Western Australia, and its
prestigious teaching hospital provides the clinical facility that enables students to have the
clinical 'hands-on' opportunity. It also provides a service to community through its team of
top specialists who oversee the care and treatment of all animals referred to the hospital.

The Animal Hospital At Murdoch University (TAHMU) aims to provide an environment where
high professional and clinical standards, based on available scientific evidence, are
tempered with genuine care and compassion.

**Reporting Relationships
Clinical Director
- Senior Manager- Strategy and

Operations

Roster Business Support Officer Administrative Administrative
**Veterinary **Reception

Coordinator Officer Assistant **Receptionist **Coordinator (IT) **(3) **(Equine)

**Key Responsibilities/Duties
1. Act as the first point of contact for clients and visitors of The Animal Hospital At
Murdoch University (TAHMU).

2. Perform reception and general office duties, including answering and directing
telephone enquiries, arrange client appointments and maintain patient medical
records (data entry, filing, scanning, and archiving).

3. Communicate with and respond to enquiries from hospital clients, referring
veterinarians, staff, and external parties by various means such as telephone, sms,

4. Assist with accounting duties, including daily bank reconciliation, processing
payments, refunds and Vetpay contracts.

5. Completion of insurance documentation in conjunction with section Coordinators.

6. Open and secure Referral Reception as appropriate.

7. Provide relief for other reception staff within TAHMU as directed by the Senior
Manager - Strategy and Operations.

8. Comply with University and TAHMU policies, procedures and protocols. Comply with
The Veterinary Surgeons' Act of WA and other veterinary industry related Acts and
Regulations.

9. Assist with miscellaneous activities as required by the Hospital Management team.

Murdoch University Position Description - Veterinary Receptionist

**Selection Criteria**

**Essential**

1. A minimum of 2 years' experience working in a busy Reception environment
combined with proven strong customer service experience in a customer-facing
role.

2. Ability to maintain confidentiality of information and ensure relevant records are
appropriately maintained and up to date.

3. Proven computer literacy and proficiency in the production of high-quality work
PowerPoint and Outlook), and specified University software programs, with the
capability and willingness to learn new packages as appropriate.

4. Highly effective communication, customer service and interpersonal skills, and
the demonstrated ability to interact constructively and collaboratively with staff at
all levels of the organisation.

5. Organisational, time and workload management skills, including the ability to
prioritise workload to meet strict deadlines.

6. Proven ability to prepare materials which are clear and coherent.

7. Demonstrated ability to use initiative, assume responsibility for tasks and
projects and to resolve problems.

8. Ability to work and contribute in a tea