When you take up life as a veterinary receptionist, you do not realise the full extent of exactly what you are signing up for. Similarly, no one ever prepares you for the unspoken rules of your job. These range from being a memory bank for your team and keeping your finger on every pulse within the clinic to being a stable post to lean on when a colleague or client needs to unload what is on their mind. You are five people at once at any one time but you also wouldn't have it any other way. Now, kickback and let me unload my almighty receptionist wisdom upon you and share my five unspoken rules.
1. You will remember a whole lot of random shit. Random numbers, names, email addresses, passwords, pet names, histories, medications. What was the name of that one dog, 12 months ago that had that one weird wound? And yet, I forget my own phone number sometimes. Truthfully, the list can be as long as my arm. In the midst of a busy clinic, my vet can sing out across the room 'WHAT'S MY MICROCHIPPING NUMBER!'. Your receptionist seventh sense kicks in and you rattle off a number before you even know what is coming out of your mouth. And let me tell you, my ego does tend to be a little fluffed in these moments. But, at the end of the day, it is my job. I could tell you the microchipping number of every person in the clinic who has one as well as my visiting vets. On a good day, I could probably tell you the password to any database that I use. And yet, the bottomless pit of memory is never exhausted.
2. Get used to being asked ALOT of questions. Although this is an aspect that can apply to everyone in the veterinary industry, it rings true all the same. The spice of life is being focused on a task only to hear 'Hey Jeeesssss......?' coming from within the clinic. Like an episode of 'Who Wants to Be a Millionaire?', you immediately start working through the list of questions to guess at what just might be coming your way. Is it; A. Find a stationary item for them. B. Call a painful client. C. Order some products for them. D. Organise some products for a client. Just once though, I would love to receive a great pile of cash for getting it right (that is on my Christmas wish list if anyone is keen!).
3. Know when to run interference for your team. On a serious note, you need to know when your team needs time. Knowing when these moments are and how to utilise them for their benefit is a great necessity. This may mean pushing some non-urgent appointments back a little. It can also mean directing a phone call away from them. Either way, picking up when your team is drowning is extremely important. They are human, they are going to be having bad days. Add a backed up waiting room, phone calls to make and a pile of patients requiring attention, and you have a quick recipe for a burnt-out team. Don't always expect to be thanked in these moments, but don't let it deter you. A happy and affective team is more beneficial in the long run. Being an effective interferer is what being a receptionist is all about.
4. You're a shoulder to lean on and an ear to listen. This is an aspect of my job that I did not realise was present for a long time and it ranges from team members to clients. Clients, among sharing stories, will sometimes vent their frustrations in life. I can often share in their lament, around the cost of living or gruesome government talk. Occasionally they are about veterinary care, and most times we have a constructive conversation around it. On the other hand, multiple times a day, I will have colleagues join me out the front. We chat about life, how we are doing, events that have happened, what they are struggling with. We also have a laugh or two and, when they are ready, they'll leave again to get back to work. I find that dynamic of my workplace extremely beneficial. Again, leading back to a happy team but, more importantly, the comfort and trust we have in each other to be able to sit and have conversations and have a laugh just makes it all the more an amazing aspect of the role.
5. Know when to take a walk. Shockingly, I am probably not the most levelheaded person around. On the other hand, I am also extremely good at containing my frustration, anger, and sadness even though it is definitely not good for me. But there are moments that get to you, and you will not be prepared for them. When you are having a bad day or week, those days can come thick and fast. There will also be moments that will catch you off guard. On more than one occasion, after being verbally abused or when the day is just getting too much, I have cracked. Putting on a brave face is definitely not what it is cracked up to be. In the beginning, I held onto the emotions in these moments until I was at home at the end of the day. But I have come to realise that allowing myself to feel the emotions in these moments is essential to my wellbeing, not only at work but at home as well. In addition to this, having a great team who can support you, have your back and cover you in these moments makes it all the better.
Although you are trained to complete certain tasks within a workplace, there is always the unspoken elements that just seem to happen. You are on autopilot, moving from one place to the next to get your work done and make life easier for your team. So, next time you are toiling away at your workplace, let the little voice in your mind point out these elements. I think you'll be pleasantly surprised. And feel free to share them so my little voice doesn't feel lonely.
~ Jessie Kate
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