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.