Who’s Meeting Your Drug Reps? (And Why It Should Be the Receptionist)

When the drug rep walks through the door, who do they ask for? Usually, it’s the veterinarian or a technician, but what if I told you your receptionist should be part of that conversation too?

Here’s why:

1. Receptionists Are Your First Line of Product Communication

Clients don’t always wait to speak to the vet when they have questions about products. They ask the receptionist:

• “Do you carry this brand?”

• “What flea meds do you recommend?”

• “Can you order this for me?”

A receptionist who’s informed about current product offerings, promotions, and availability can confidently field these questions without guessing or deflecting. And while the vet always has the final say on what gets prescribed or recommended, the front desk team should be equipped to start the conversation and know what’s possible.

2. Drug Rep Meetings Keep Reception Informed and Engaged

When reception staff attend rep meetings (even for just a few minutes), they learn what’s new, what’s being discontinued, and what’s trending. This can help them:

• Avoid promising products that are no longer available

• Know which alternatives are on hand

• Understand how to triage client questions instead of always having to say, “I’ll ask the vet and get back to you.”

It builds confidence, and that translates to better client service.

3. Reception Should Be Part of Your Lunch & Learns

Too often, lunch and learns are reserved for vets and techs. But the receptionist is the one who answers the phone, checks the voicemail, replies to emails, and talks to walk-ins. If they’re not included in product training, you’re leaving a huge gap in your client education pipeline.

When reception understands:

• How a product works

• What sets it apart from competitors

• Which pets it’s suited for

…they become a powerful support system for your practice’s recommendations. Clients trust the whole team, not just the vet.

Bottom line? If your receptionists aren’t being looped in, you’re missing out on an opportunity to create a fully informed, empowered front desk that confidently represents your clinic’s standards of care.

So next time a drug rep visits, or a lunch & learn is booked, ask yourself:

Is my front desk invited?

They should be.

Train to Retain: Why Proper Onboarding is the Key to Long-Term Veterinary Staff

Veterinary medicine has a retention problem, and if you’re feeling the pinch of constant turnover, you’re not alone.

Between burnout, unclear expectations, and lack of training, it’s no surprise that team members are leaving in droves. But what if I told you there’s a powerful, proven solution?

One that not only improves retention but also boosts morale, productivity, and client care?

📣 It’s training.

Specifically, structured, thoughtful onboarding and ongoing education, especially at the front desk.

📉 The Cost of Turnover

Let’s talk numbers. Replacing just one team member can cost your clinic up to $15,000, factoring in recruiting, onboarding, lost productivity, and the ripple effect on the rest of your team.

Even worse?

🔁 20% of staff turnover happens within the first 45 days.

And yet, many clinics still hand a new receptionist the phone and a login and hope for the best.

📈 The Power of Proper Training

Here’s what the data tells us:

• 94% of employees say they’d stay longer if their employer invested in learning and development

• Clinics with a strong learning culture see 30–50% higher retention

• Structured onboarding improves new hire retention by up to 82%

• Engaged employees are 87% less likely to leave

• Businesses that invest in training enjoy 24% higher profit margins

In other words: Training isn’t an expense, it’s an investment.

🧠 Why This Matters for Front Desk Staff

Reception is the heart of your clinic’s communication. They manage the phones, the clients, the tension, and the chaos…and often with little formal training.

When a new hire is supported with a clear structure, practical scripts, and insight into why things are done a certain way, they’re more confident, more compassionate, and far more likely to stay.

🧰 How I Can Help

If you’re ready to stop the turnover cycle, I’ve created two resources designed specifically for veterinary front desk training:

1️⃣ The Veterinary Reception Training Guide

Packed with scripts, explanations, protocols, and client education strategies. It’s everything your front desk team needs to feel prepared and confident.

2️⃣ The New Hire Onboarding Guide

Designed with trainers in mind, this customizable guide includes clinic-specific prompts, confidence trackers, check-ins, and training timelines that actually work.

Together, they lay the foundation for success, for both your staff and your clinic.

🛒 Ready to Build a Team That Stays?

Visit www.pawsitivereception.ca to grab your guides (available in digital or physical formats).

Invest in your team. Empower your reception.

Train to retain.

💬 Let’s Keep the Conversation Going

Have questions? Want to chat about what onboarding could look like for your unique clinic?

DM me or book a Zoom consult right from the website.

📚 Sources

1. LinkedIn Learning. (2019). 2019 Workplace Learning Report.
   https://www.linkedin.com/pulse/94-employees-say-would-stay-company-longer-if-career-linkedin-learning

2. SHRM. (2022). The Value of Learning and Development in Employee Retention.
   https://www.myshortlister.com/insights/employee-training-statistics

3. Devlin Peck. (2023). Employee Onboarding Statistics.
   https://www.devlinpeck.com/content/employee-onboarding-statistics

4. HR Cloud. (2024). 15 Employee Onboarding Statistics You Must Know.
   https://www.hrcloud.com/blog/employee-onboarding-statistics-you-must-know-in

5. Thirst.io. (2025). Top Employee Onboarding Statistics for 2025.
   https://thirst.io/blog/employee-onboarding-statistics-for-2025

6. Eddy. (2024). Onboarding Statistics That Prove the Power of Great Beginnings.
   https://eddy.com/article/onboarding-statistics

7. Preppio. (2023). Employee Onboarding Research & Statistics.
   https://www.preppio.com/blog/employee-onboarding-research-statistics

8. Brandon Hall Group. (2021). Impact of Effective Onboarding on Retention.
   (Referenced via UrbanBound and HR Cloud summaries)

Hiring for Personality vs. Experience: Lessons From the Front Desk

In a perfect world, every new hire at the front desk would have both: a great attitude and years of veterinary experience. But in the real world? You’re often choosing between one or the other.

And after years in the industry, training, onboarding, and watching people thrive (or burn out), here’s what I’ve learned.

Lesson 1: A Great Personality Doesn’t Guarantee Staying Power

I once hired someone who was perfect on paper, not because of her experience, but because of her personality. She was bubbly, warm, and made clients feel welcome from the moment she picked up the phone.

But she had no previous vet clinic experience. So, as her trainer, I took her under my wing and walked her through everything, from answering phones and learning our software, to understanding services, products, inventory, and internal communication.

I basically downloaded my brain into hers.

And then, just as she was starting to grasp it all…she left.

She realized the job was more than she expected. And honestly? I get it. This role is emotionally and mentally demanding. But it still stung. Because as a trainer, you pour your time and energy into someone, you see the potential, and it’s heartbreaking when it doesn’t work out.

Lesson 2: When the Right Personality Also Has the Right Mindset

After that, I’ll admit, I was hesitant. We were hiring again, and this new candidate also had zero vet experience. I remember feeling this pang of frustration. I didn’t want to go through all of that again.

But this time, it was different.

She had the same warm, client-friendly personality, but she also had the drive. She wanted to learn. She picked things up quickly. And the difference that made in my day-to-day as her trainer was incredible. I wasn’t constantly reassuring her. I wasn’t pulling teeth to explain things. She thrived, and so did the front desk.

Lesson 3: Experience Doesn’t Always Mean It’s the Right Fit

We also hired someone else around that time, this one did come from another clinic. She knew our software better than we did. She had the lingo down, could book appointments with her eyes closed, and even taught us a few tricks in the system.

But…she just didn’t click.

She was cynical. She got a kick out of saying “no” to clients. She didn’t understand why we’d ever go above and beyond to make things easier for a pet owner in distress.

And it wasn’t just her client interactions, she also struggled to adapt to our clinic’s way of doing things. She’d constantly say, “Well, at my last clinic, we did it this way.” That’s not always a bad thing, fresh ideas are welcome! But when those changes aren’t introduced collaboratively, it just creates confusion and division.

Experience didn’t make her a better fit. In fact, it made her harder to integrate.

What’s the Takeaway?

I still believe in hiring for personality. But I’ve learned that not every good personality is the right personality for this job.

It’s about more than being bubbly, it’s about:

• Having emotional endurance

• Being able to learn under pressure

• Knowing how to listen, adapt, and function in organized chaos

And if you’re hiring for personality? You need to commit to real training. Not just shadowing or sink-or-swim. Actual, structured training that builds confidence, competence, and clinic flow.

That’s what I’ve built with Pawsitive Reception. Whether you’re onboarding someone brand new or refreshing a team member who’s lost their spark, I’ve created tools to support you, and them, through every step.

Hiring someone without vet experience? Let’s make sure they stay and succeed, in other words: Let’s Gain, Train and Retain.

Explore our training resources, or reach out if you’re looking for custom onboarding support.

Five Common Mistakes New Veterinary Receptionists Make

Starting any new job is difficult. Starting a job as a receptionist is even harder. But starting your career as a veterinary receptionist? That comes with its own unique learning curve.

Not only are you expected to master the standard receptionist duties (ie., answering phones, greeting clients, booking appointments, and keeping everything running smoothly), but you’re also stepping into a world of medical terminology, patient care, and emotional support. And unlike human medicine, veterinary receptionists work with multiple species, each with different needs. From cats and dogs to rabbits, reptiles, and birds, every case comes with a new set of challenges and knowledge to absorb.

So it’s no surprise that new receptionists make mistakes. It’s part of learning. If anything, I WANT you to make mistakes, cause those are the lessons most easily learned. But here are five of the most common mistakes I see new veterinary receptionists make, and how to avoid them.

1. Not Clarifying the Urgency of a Call or Walk-In

When you’re new, it’s hard to know what’s considered an emergency and what can wait. You might book something for the next day that really needs to be seen right now.

For example, a pet with an eye infection should be seen the same day, eye issues can deteriorate quickly and even lead to permanent damage if not treated promptly. If you’re unsure, it’s always okay to ask:

“Hey, this patient has [symptom]. Should we be seeing them today?”

Over time, you’ll start to recognize urgent situations, but when in doubt, ask a tech or vet. It’s always better to double-check.

2. Not Reading the Room (or the Treatment Area)

Sometimes you’ll get a call that seems like an emergency, and you rush to interrupt the doctor. But here’s the thing, you need to read the room before stepping in.

If the situation is tense or the doctor is in surgery working on a critical patient, that’s not the right time to interrupt unless it’s truly urgent. Learning when it’s appropriate to step in comes with time and confidence. A good rule of thumb:

If you can feel the tension, assume they’re unavailable. Let the client know:

“The doctor is in a procedure right now, but I’ll have them call you as soon as they’re out.”

3. Not Gathering Enough Information Before Passing Along a Call

This one happens all the time: a client calls asking to speak with the vet, and the receptionist walks back and says, “There’s someone on the phone for you.”

The doctor’s going to ask:

Who is it?

What do they want?

Which pet is this about?

Is it urgent?

So before putting someone on hold or transferring a call, always get:

• Client’s full name

• Pet’s name

• Reason for the call

• Best call-back number and time (if applicable)

This saves everyone time and frustration.

4. Using Medical Jargon with Clients

It’s exciting to learn new terms like “COHAT” or “pyrexia,” but your clients don’t speak vet-med.

For example, if you say you’re booking their pet for a COHAT (Comprehensive Oral Health Assessment and Treatment), they might nod, but have no idea what that means. They know “dental cleaning.”

Always use plain language when speaking with clients. It builds trust and makes them feel informed and involved.

5. Not Documenting Conversations Properly

As a new receptionist, you might not realize that every interaction with a client needs to be documented, even the casual ones.

If a client calls just to say, “Buddy is feeling better,” that needs to go into the medical record. If they mention they gave a missed dose of medication, or reschedule their appointment, or call back with a question, it all gets documented.

Why? Because the clinic runs on communication, and you’re the bridge between the medical team and the client. If you talk to someone, it should be written down.

Final Thoughts

Being a veterinary receptionist is one of the most challenging, and rewarding, roles in the clinic. Mistakes happen. That’s okay. What matters is learning from them, asking questions, and being open to feedback.

Every expert receptionist started where you are now. So give yourself grace, lean on your team, and keep building your confidence. You’ve got this.

A Day in the Life of a Veterinary Receptionist

People often underestimate how much a veterinary receptionist juggles in a day, until they’ve walked a mile in our shoes. Let me walk you through what a typical day can look like on the front lines of vet med.

I start my day by setting up my workspace and grabbing a much-needed coffee. Once everything is loaded up, the first thing I do is check the schedule. I want to know who’s coming in, what kind of appointments we have, and how I can best set up our rooms to keep the day flowing smoothly.

Next, I check for any alerts in the system, anything flagged for the doctor’s attention, any files that still need to be made up, or last-minute appointments that slipped in after yesterday’s shift. If I’m working with another receptionist, we’ll do a quick rundown together so we’re on the same page before the day gets rolling.

As the first client arrives, I greet them by name with a smile, weigh their pet, and start building that rapport. I’ll let them know I’m just going to get their room ready, hold the door open, and welcome them in with a quick “How are you doing today?” Once they’re settled, I’ll page the doctor and get the appointment officially checked in on the computer.

Behind the scenes, I’ve already got a checklist open on my screen to keep track of all the day’s tasks. Priority number one: follow-up calls. Any patients who had surgery yesterday are at the top of the list, we want to make sure recovery is going smoothly. Then I’ll check in on pets who recently started new medications. Did that ear infection clear up? Is the new pain medication helping?

Once follow-ups are done, I circle back to my emails. I scan quickly for anything urgent, maybe a client asking if their sick pet can be squeezed in today. If something needs attention, I flag it and adjust the day’s flow accordingly. Then it’s on to non-urgent emails, text messages, and online prescription or food orders. Many clinics have systems that allow clients to communicate digitally, and it’s our job to make sure nothing falls through the cracks.

Meanwhile, the phone’s ringing, a client is here to pick up food, someone else is checking in for their appointment, and a doctor just asked for a patient history. That’s the beauty (and chaos) of the front desk, you’re the hub of communication for the entire clinic.

Once I’ve tackled the immediate fires, it’s on to the slower tasks. I’ll check lab results to make sure everything has come back. I might follow up on client orders that have been sitting for a week or two, sometimes people forget they placed them, or they grab a replacement off the shelf without telling us. A quick call can clear that up and free up our limited storage space.

If there are prescriptions ready for pickup, I’ll call those clients, too. Depending on the clinic, I might also be responsible for inventory, placing orders for food, medications, and supplies, often by a certain cutoff time. It’s not glamorous, but it’s a critical part of keeping the clinic running.

And lunch? Well… sometimes it’s a proper break, and sometimes it’s eating a granola bar while returning a call or printing vaccine records.

The rest of the day continues with more appointments, more phone calls, more curveballs. Clients have questions, doctors have requests, and the front desk keeps everything spinning. Before I know it, it’s 5:00 PM. Time to cash out, tidy up, and prep for tomorrow, because we get to do it all over again.

Your First Week as a Veterinary Receptionist

What to Expect

Starting a new job can be overwhelming, especially in the fast-paced world of veterinary medicine. Whether this is your first time working in a clinic or you’re a seasoned receptionist joining a new team, your first week is about setting the foundation for everything to come. At Pawsitive Reception, we believe in setting you up for success from day one.

Let’s Start With This:

Before we dive into the logistics, I always like to begin with a simple conversation: What do you think the role of a veterinary receptionist is?

I’ve heard every answer under the sun, and there’s no “wrong” one, but here’s what I believe:

You are the face of the clinic.

When someone calls, walks through the door, or sends an email, they aren’t talking to the doctor or the techs. They’re talking to you. You are the first impression and the lasting connection. That’s a big deal. So just remember this:

You are important. You run the show.

You’ve got this—and I’ve got you.

The Pawsitive Reception Approach to Week One

Your first week is all about foundations, not perfection. We don’t throw you in the deep end. We ease you in, support you, and build you up. Here’s how we do it:

1. Sit Down & Set Expectations

We don’t start at the front desk. We start somewhere quiet and comfortable. We talk through:

• What’s expected of you

• What support you’ll have

• What your first week will look like

• And most importantly, why your role matters

Then we go over our Client Care Foundations:

• Hospitality: Warm, welcoming, and kind - every time

• Client Education: Clear, compassionate communication

• Medicine: Understanding your role in patient care

2. Your Sole Focus: Answering the Phone & Booking Appointments

In your first week, your one and only goal is this:

Answer the phone. Book appointments.

That’s it. No emails. No inventory. No medical files. Don’t worry about what I’m working on. Just get comfy with the phone and the schedule.

Why? Because:

• The phone is scary for a lot of people, but by the end of the week, for you it won’t be.

• You’ll be asked all sorts of questions, and it’s totally okay to say, “Let me find out for you.”
  

  • That’s how you learn.

  • That’s how the answers stick.

  • That’s how you become confident.

Plus, booking appointments teaches you how to use the practice management software. You’ll naturally start learning how to:

• Search and update client records

• Navigate through reminders

• Understand basic medical history

You’re doing more than you realize, just by picking up the phone.

Two Types of “First Weeks”

Not everyone starts from the same place. So here’s a breakdown:

If You’re Brand New to Vet Med:

• Everything will be unfamiliar.

• You’ll have a lot to learn, but you’ll be supported every step of the way.

• You’ll build your confidence with time and repetition.

If You’ve Done This Job Before:

• You already know how to be a veterinary receptionist.

• But you don’t know how this clinic runs.

• Every clinic has different doctors, policies, systems, and client expectations.

• You’ll bring your skills, but you’ll still need time to adjust to a new flow.

It’s just like when I train as an independent hire, I know the job, but I don’t know the clinic. And that’s okay.

One Step at a Time

Your first week isn’t about being perfect, it’s about starting strong. You’re going to learn. You’re going to ask questions. You’re going to grow.

And by the end of that week? You’ll already be on your way to becoming an essential part of the team.

Want more insights like this? Follow along for more blogs from Pawsitive Reception, where we support veterinary receptionists at every stage of their journey.

Burnout in Scrubs

How I Knew I Wasn’t Okay

Burnout doesn’t always look like tears or dramatic breakdowns. Sometimes it looks like showing up to work, doing everything right, and still feeling completely empty.

I didn’t realize I was burning out at first. I was just annoyed, constantly irritated with my coworkers, convinced I was the only one pulling my weight. Mistake after mistake would fall into my lap, and I was the one fixing everything while everyone else seemed to coast by. I kept asking myself: Why are we all getting paid the same when I’m doing the work of three people?

It started slowly. I stopped connecting with my coworkers. No more shared laughs, no more personal stories. I wasn’t my usual bubbly self. I clocked in, smiled for clients, did my job, and left. On the outside, everything looked fine. But inside, I was simmering with resentment and exhaustion. I felt invisible, and worse, I didn’t feel like myself anymore.

And when people asked if I was okay? I lied. I didn’t want to be a burden.

The truth was, I was edging toward depression. I was emotionally drained, mentally checked out, and pushing myself to keep up with everything and everyone. I thought if I just kept going, things would get better. Spoiler alert: they didn’t.

What finally shifted was realizing that I couldn’t keep carrying other people’s slack as if it was my responsibility. I started journaling, leaning on loved ones, and reminding myself that other people’s lack of effort wasn’t a reflection of my worth or something I needed to fix.

Eventually, I found a counselor I really connected with. Now, I meet with her monthly, not because I’m in crisis, but because maintenance matters. Just like we care for the pets in our clinics, we have to care for ourselves.

If you’re wondering if you’re burning out, here are a few signs I wish I’d paid attention to sooner:

• You’re emotionally detached from coworkers or clients

• You’re constantly frustrated or irritable

• You feel invisible or underappreciated, even when you’re giving 100%

• You’re physically present but mentally checked out

• You avoid asking for help because you “don’t want to be a burden”

Here’s what I learned the hard way: taking care of yourself isn’t selfish. It’s necessary. Eat nourishing meals. Move your body. Say no when your plate is full. And ask for help, even if you think you should be able to handle it all. You’re human, not a superhero.

Burnout doesn’t have to be your breaking point. Let it be your turning point.

5 Things Most People Don’t Realize Vet Receptionists Do

When people think of veterinary receptionists, they often picture someone answering phones and booking appointments. But the truth is, vet receptionists wear many hats behind the scenes—and they play a vital role in the smooth operation of every clinic. Here are five surprising things you probably didn’t know veterinary receptionists are responsible for:

1. Social Media Management

Yep, that adorable puppy photo or informative parasite prevention post you just saw on the clinic’s Instagram? Chances are, your vet receptionist had a hand in creating or scheduling it. Many clinics rely on reception staff to manage their social media presence, keep content fresh, and engage with the community online.

2. Website Content Creation & Management

From writing blog posts (like this one!) to updating holiday hours or adding new services to the clinic website, receptionists are often the ones making sure the clinic’s online presence stays current and professional.

3. Inventory Management (Yes, Even Expiry Checks)

Receptionists play a key role in making sure the clinic is well-stocked and nothing has expired on the shelves. They help track what’s running low, receive shipments, and check expiry dates on medications and supplies—keeping patients safe and the clinic compliant.

4. Preparing Prescriptions

In many clinics, receptionists are trained to help prepare prescriptions for client pick-up. That might mean measuring out medications, printing labels, and double-checking dosages under the supervision of a veterinarian or technician.

5. Running Lab Work

You read that right. From preparing blood samples to running fecals and urinalysis in-house, some receptionists are trained to assist with diagnostic testing. They ensure samples are labeled correctly, results are logged, and everything’s ready for the vet to interpret.

The Bottom Line:

Veterinary receptionists do so much more than greet clients and answer phones. They’re multi-skilled professionals who keep the clinic running smoothly—from front desk to behind-the-scenes. Next time you visit your local clinic, give a little extra appreciation to the receptionist—you never know what task they just finished before saying “hello.”

“Not Just a Receptionist”

Why Vet Receptionists Deserve Better Training

When you first get hired as a veterinary receptionist, chances are, you haven’t gone through a formal program that prepared you for the job. And even if you have taken a course—like the Veterinary Office and Animal Care (VOAC) program I did at Douglas College—the reality is, reception and admin work are only a small piece of the puzzle. In my six-month program, we spent maybe two weeks focused on the front desk side of things.

But here’s the thing: being a veterinary receptionist isn’t like being a receptionist anywhere else.

Before I worked in vet med, I was a receptionist for businesses like The Royal Bank of Canada and KPMG. I worked in customer service and hospitality in restaurants and retail stores—you name it. I know customer service. And I brought all of that experience with me into every vet reception role I’ve had. But even with all that background, nothing quite prepared me for how different veterinary reception is.

Yes, you need customer service skills. But you also need medical knowledge.

You need to know:

• What diseases we vaccinate against.

• What different parasites look like and how we treat them.

• How to pronounce and understand medical terminology.

• How to recognize an emergency.

• How to triage a phone call while also checking someone in, filling out a prescription, and comforting a client who’s just said goodbye to their pet.

It’s a lot. It’s not just “booking appointments and answering phones.” It’s being the first and last point of contact for every client. It’s wearing a hundred hats. And most of the time? You’re learning all of it on the job.

The problem is, when we hire receptionists based purely on personality and toss them into the deep end with little to no training, we set them up to fail. And if the person training them is already overwhelmed, under-supported, or under-trained themselves, now you’ve got two receptionists struggling—and the client experience, the team, and the clinic suffer for it.

Onboarding shouldn’t be guesswork. It shouldn’t rely on who happens to be available to show someone the ropes between phone calls and checking in surgeries.

Veterinary receptionists deserve structured, thoughtful, dedicated training. Because this role is critical. It’s medical. It’s emotional. It’s high-pressure and high-stakes. And when we invest in proper training, we create stronger teams, happier clients, and better outcomes for the pets we care for.

It’s time we stop saying “just a receptionist.”

We’re client educators, care coordinators, and the front line of every clinic.

We deserve to be trained like it

So We Know Why—But How Do We Train Better?

We’ve talked about why veterinary receptionists deserve better training. But now let’s get into the real question:

How do we actually do it better?

Because here’s the truth—most clinics don’t have a structured way to train new receptionists. The training usually falls on an already-overworked team member who’s juggling their own responsibilities while trying to onboard someone new. That means both people are operating at half capacity. The new receptionist isn’t getting proper support, and the experienced one is burning out. It’s not efficient—and it’s not sustainable.

That’s where Pawsitive Reception comes in.

1. Dedicated On-Site Support

I don’t just hand over a workbook and wish you luck—I show up. I step into the training role so your team doesn’t have to. Your staff gets to focus on their jobs, and I take care of the new hire. They learn the flow, the language, the triage, the tech, the communication—and they learn it from someone who knows both vet med and professional reception.

At the end of it? You’ve got a receptionist who’s trained, confident, and clinic-ready—without pulling your existing team away from their work.

2. Flexible, Self-Paced Online Modules

If bringing someone in physically isn’t ideal, no problem. The Pawsitive Reception online training modules are designed to slot into the real-life flow of your clinic.

When the new receptionist isn’t needed at the front desk—or while the team is managing high call volume—the trainee can jump on the computer and work through short, focused lessons.

They’re bite-sized. They’re practical. They’re not weeks-long commitments that leave you paying someone to sit behind a screen instead of learning hands-on.

3. Continuing Education for Current Receptionists

This isn’t just for new hires.

I offer CE videos and resources designed to help current receptionists level up their skills too. Maybe they’ve never been taught how to deal with a difficult client without escalating the situation. Maybe they don’t realize how valuable that price shopper on the phone could be—because no one’s ever explained it in real terms.

I’m giving them strategies. Tools. Confidence. And a perspective that says, “Hey, you’re not just answering phones—you’re building client relationships and clinic revenue.”

Veterinary reception is hard.

It’s emotionally exhausting. It’s fast-paced. It requires medical knowledge, empathy, communication skills, and nerves of steel.

And yet… so many receptionists are thrown into it with zero training and told to “figure it out.”

Let’s stop doing that.

Let’s give vet receptionists the training they need—and deserve—to actually succeed in this role.

Whether it’s on-site support, flexible modules, or CE content for your current team—Pawsitive Reception is here to make sure the people holding down your front desk are equipped, confident, and proud of the work they do.

Because this job isn’t easy.

But with the right training?

It can be a lot more rewarding.

From Front Desk to Founder

How I Turned My Vet Receptionist Role Into a Business (And Why You Can Too)

There was a time I worked at an accounting firm as an admin assistant. It wasn’t a bad job—but I felt like just a number. I’d started there as a receptionist and eventually moved into admin, but I was unmotivated, unfulfilled, and for the first time in my life, I didn’t want to go to work. And that was very unlike me. I’ve always had a strong work ethic. I just knew deep down—I wasn’t where I was meant to be.

One night, my husband asked me a question that changed everything:

“If you could do any job in the world without needing to go to school for it, what would you do?”

I didn’t hesitate: “I’d be a dolphin trainer.”

He laughed at first—like, c’mon, be realistic—but I stood by it. That moment got me thinking seriously about working with animals. I did some research and found the Animal Health Technologist program at Douglas College, but I wasn’t ready to go back to school full-time. That’s when I discovered the VOAC program—six months long and a great way to get my foot in the door.

I completed the program and started working in veterinary clinics. I loved the environment, the pace, the clients—but despite being trained as a vet assistant, I kept getting placed at the front desk. My background in customer service made me a natural receptionist. And honestly? I didn’t mind. I realized I had a superpower there.

I thrived in that role. I connected with clients, kept the clinic running smoothly, and became someone the team could rely on. When I left for my first maternity leave, I was missed. Not because anyone else was slacking, but because I genuinely brought something extra to the table. When I returned, I saw how big the gap had been in my absence. And the same thing happened again during my second maternity leave—but this time, I was training others to take over for me, and it never quite stuck. They’d leave. It was overwhelming. There wasn’t a system in place to help them succeed.

That’s when the idea hit me: There has to be a better way to train veterinary receptionists.

While I was on leave, I started sketching out what would eventually become the foundation for Pawsitive Reception. At first, it was just a guide based on my “Client Care Foundations”—the three pillars I built my front desk success on. But the more I talked it through with my husband, the more it became clear: this could be more than just a guide. This could be a business.

There’s schooling for techs. There’s schooling for assistants. But there’s almost nothing for receptionists—yet we’re often the first and last point of contact in a clinic. We set the tone, manage chaos, and juggle emotional, medical, and logistical challenges. We deserve tools. We deserve training. And clinics deserve support to onboard and retain great front desk staff.

That’s how Pawsitive Reception was born.

It started as something small—just an idea I couldn’t shake—and now it’s a growing training platform for veterinary clinics who want better onboarding, stronger client communication, and confident receptionists. I’ve built guides, recorded videos, created modules, and I’m just getting started.

Why You Can Do It Too

I wasn’t a businessperson. I didn’t have a fancy degree. I just knew I was good at something that mattered, and I saw a gap no one else was filling. That’s all you need to start.

If you’re a receptionist, a tech, an assistant—anyone in the vet world—you have insider knowledge. You know the daily struggles, the burnout points, the workarounds. That’s your advantage. Your experience is valuable, and someone out there needs what you have to offer.

So if you’ve ever had that little voice saying, “There has to be a better way”—follow it. Start small. Dream big. You never know what you’re capable of until you try.