At Family Friends Veterinary Hospital, we believe every role on our team plays a vital part in delivering compassionate, high-quality care to your pets. But this week, we want to shine a well-deserved spotlight on some of the most hardworking and often underappreciated members of our veterinary family — our incredible veterinary receptionists.
This week marks National Veterinary Receptionist Appreciation Week, and we couldn’t be more excited to celebrate the amazing people who serve as the heart, soul, and frontline of our hospital every single day.
These team members are much more than friendly faces behind the front desk — they are a critical part of your pet’s care experience from start to finish. Let’s take a moment to pull back the curtain and share everything they do to keep Family Friends running smoothly.
The First to Greet You, the Last to Say Goodbye
Our receptionists are often the very first people you speak with — whether you’re calling to schedule an appointment, walking in with your pet, or reaching out with a concern about your furry companion. Their warm smiles, kind voices, and empathetic listening help set the tone for your visit, even before you step foot into the building.
They are the ones who greet nervous new pet parents, soothe anxious clients in emergencies, celebrate new puppies and kittens, and comfort those going through the heartbreak of saying goodbye to a beloved companion. They are the emotional anchors of our hospital, capable of juggling the joy, stress, fear, and love that come through our doors every single day.
Masters of Multitasking
Behind the scenes (and often right in front of them), our receptionists wear dozens of hats — often all at once. Here’s just a sample of what a typical day can look like for them:
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Answering dozens of phone calls per hour, from scheduling routine wellness visits to walking clients through urgent situations.
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Managing appointment schedules for multiple doctors and services, from surgeries and vaccines to dental cleanings and urgent care visits.
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Fielding texts and emails through our communication systems — ensuring timely replies, tracking appointment changes, prescription requests, and medical updates.
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Checking in clients and patients, getting them into exam rooms quickly and smoothly, while communicating essential information to our veterinary teams.
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Calling clients to follow up on recent visits, check on a pet’s recovery, or relay updates from the doctor.
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Coordinating drop-offs, pick-ups, and medication refills, including controlled substances that require strict protocols.
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Maintaining medical records, managing client accounts, processing payments, and printing paperwork — all while making it look effortless.
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Handling emotionally charged situations — from upset or stressed clients to grief support during difficult goodbyes.
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Keeping the front lobby calm, clean, and organized, and always being ready with a tissue, a kind word, or a treat for a wagging tail.
It’s not unusual for them to be doing all of these things at once — while still smiling and treating every client and pet with the patience and respect they deserve.
FFVH Customer Service Representative, Jane, with client pet.
Emotional Labor: The Front Line of Every Feeling
One of the most difficult and overlooked parts of the veterinary receptionist role is the emotional labor they carry. Every day, they’re the first to hear from clients who are scared, angry, anxious, or grieving. They remain calm and professional in every situation, even when faced with harsh words or high-stress emotions.
They’re not just scheduling appointments — they’re often de-escalating tense situations, calming fears, and providing emotional support. They celebrate your pet’s victories right alongside you, and they quietly grieve with you when there’s a loss.
Their work takes compassion, grace, and resilience — and they deserve immense respect for how they manage it day after day.
A Vital Part of Your Pet’s Healthcare Team
When most people think of a vet visit, they think of the veterinarian or the technician performing the exam. But your experience with us — and the quality of care your pet receives — is deeply shaped by the work of our reception team.
They help us stay organized, informed, and connected to our clients. They make sure your pet’s appointments are scheduled correctly and that urgent needs are communicated quickly to the medical team. They’re often the ones calling you with updates, lab results, or reminders for your pet’s care.
Simply put: our hospital couldn’t function without them, and neither could your pet’s care.
From All of Us: Thank You
To our amazing reception team — thank you for everything you do.
Thank you for your patience, your professionalism, your kindness, and your strength. Thank you for your laughter, your tears, and your ability to adapt to any challenge thrown your way. Thank you for being the heart of Family Friends and the bridge that connects us with the families we serve.
We see you, we appreciate you, and we couldn’t do this without you.
How You Can Show Your Appreciation
Want to help us celebrate National Veterinary Receptionist Appreciation Week? Here are a few simple ways:
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Say thank you. A kind word goes a long way!
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Leave a positive review. Mention a receptionist by name and share your experience — it means the world.
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Bring in a card or treat. Even a small gesture can make their day brighter.
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Be patient. Veterinary reception is fast-paced, high-pressure work. A little grace goes a long way.
Next time you call or come in for a visit, remember: the friendly voice on the other end of the line, or the kind face at the front desk, is doing more than just checking you in. They’re taking care of you and your pet with all the love, dedication, and expertise that makes Family Friends Veterinary Hospital what it is.
Let’s celebrate them — this week and every week!
