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.