Ivy Johnson
Sacramento
Summary
Detail-oriented project manager and communicator with extensive experience overseeing administrative operations for teams of up to 15 professionals and managing records for over 7,000 clients. Skilled in workflow automation, financial reconciliation, and high-volume customer service. Proven ability to streamline office processes, enhance productivity, and maintain accurate, secure records in fast-paced professional environments.
Overview
11
11
years of professional experience
Work History
Lead Veterinary Receptionist
Lakeside Pet Hospital
Folsom, CA
03.2022 - 06.2026
- Managed appointment scheduling and patient check-ins to enhance clinic efficiency.
- Provided exceptional customer service, addressing client inquiries and concerns effectively.
- Implemented electronic record-keeping system for accurate tracking of patient histories and treatments.
- Trained new receptionists on operational procedures and software systems for improved team performance.
- Developed client education materials on pet care, fostering stronger relationships with pet owners.
- Streamlined billing processes, reducing discrepancies and enhancing overall financial accuracy.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate support during difficult situations such as end-of-life decisions or emergency visits, establishing trust with clients.
- Assisted veterinarians by preparing examination rooms and maintaining equipment cleanliness.
- Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for veterinarians as needed.
- Assisted veterinarians in providing timely care to patients through effective communication and coordination of services.
- Improved client retention by providing exceptional customer service to pet owners in person and over the phone.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Maximized appointment availability by effectively coordinating schedules between multiple veterinarians and clients.
- Promoted clinic services and products through knowledgeable recommendations to pet owners based on their specific needs.
- Maintained confidentiality of sensitive client information while handling financial transactions accurately.
- Supported veterinary team with efficient management of supplies, ensuring all necessary materials were available for procedures.
- Checked patient insurance, demographic, and health history to keep information current.
- Supported office staff and operational requirements with administrative tasks.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Prepared and processed patient referrals and transfer requests.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
Receptionist Lead
Companion Animal Hospital
Cameron Park, CA
12.2020 - 03.2022
- Defined and documented administrative staff processes by interpreting management directives, improving workflow clarity
- Maintained patient medical files and records for over 7,000 clients, ensuring data security and preventing breaches
- Delivered professional customer service by phone, email, and in-person, directing clients to appropriate staff members
- Created high-quality documents, spreadsheets, and presentations for internal and external needs using Word and Excel
- Coordinated client and personnel appointment scheduling and itinerary management to optimize daily operations
- Improved office operations by automating client correspondence, record tracking, and data communications
- Organized physical files and digitized records, enabling quick updates and retrieval by authorized team members
- Supported employees with motivational and analytical strategies, resolving day-to-day and complex problems
- Enhanced overall effectiveness by setting up workflow processes, tracking daily productivity, and implementing improvements
- Tracked and recorded expenses, reconciling accounts to ensure accurate, current, and compliant financial records
- Oversaw office inventory, including ordering, requisitions, stocking, and receiving shipments to maintain supply levels
Lead Receptionist
Airport Pet Clinic
Cameron Park, CA
11.2018 - 12.2020
- Provided clerical support to employees by copying, faxing, and filing documents, streamlining administrative tasks
- Routed business correspondence to appropriate departments and employees, ensuring timely communication
- Answered and transferred calls on a high-volume, multi-line phone system, maintaining efficient client communication
- Delivered exceptional customer service by addressing concerns and answering questions; managed inventory by monitoring, ordering, and restocking supplies
- Prepared documentation and reports for office meetings, distribution, and filing to support informed decision-making
- Acted as first point of contact for potential clients and scheduled appointments, increasing client engagement
- Assisted internal staff with clerical and administrative needs to maximize office efficiency
- Coordinated with vendors, contractors, and professional services to receive orders and communicate instructions
- Maintained a clean and tidy reception area, ensuring a positive first impression for visitors
- Collected client payments and updated account balances to maintain accurate financial records
- Organized and scheduled office meetings and client appointments, accommodating schedules for a team of 15 professionals
Veterinary Receptionist
Sacramento SPCA
Sacramento, CA
06.2015 - 11.2018
- Greeted incoming customers with a professional demeanor, offering helpful, friendly advice to enhance client satisfaction
- Managed client correspondence and automated office operations, improving efficiency in data communications
- Provided comprehensive administrative and clerical support, including file organization, spreadsheet creation, and document imaging
- Documented patient medical information, case histories, and insurance details to ensure smooth appointments and payment processing
- Operated a multi-line phone system, routing calls to appropriate personnel and departments for effective communication
- Coordinated with hospitals to confirm patients' medical histories, reducing risk of incorrect diagnoses and treatments
- Handled high volumes of internal and external communications, screening email and mail for efficient processing
- Scheduled appointments for providers using the master calendar, optimizing patient loads and clinician availability
- Managed filing systems and scanned documents to organize physical and electronic records for easy access
- Created and distributed team newsletters and email updates to encourage collaboration and communicate important information
- Oversaw financial documents such as expense reports and invoices, supporting accurate financial tracking
- Cleaned and disinfected exam rooms, equipment, and kennels to prevent disease spread and maintain a healthy environment
Education
Psychology
American River College
Sacramento, CAHigh School Diploma -
Del Campo High School
Fair Oaks, CA03-2013
Skills
- Workflow optimization
- Financial reconciliation
- Teamwork and collaboration
- Telephone etiquette
- Medical recordkeeping
- Effective multitasking
- Schedule coordination
- Veterinary standards and procedures
- Pet insurance processing
- Front desk operations
- Medical office administration
- Client relations
- Animal care
- Customer service
- Data entry
- MS Office Excel PowerPoint
- Multi-line Telephone Systems
- Transcription
- Type 50 WPM
- Organizational skills
- Cash handling
Timeline
Lead Veterinary Receptionist
Lakeside Pet Hospital
03.2022 - 06.2026
Receptionist Lead
Companion Animal Hospital
12.2020 - 03.2022
Lead Receptionist
Airport Pet Clinic
11.2018 - 12.2020
Veterinary Receptionist
Sacramento SPCA
06.2015 - 11.2018
Psychology
American River College
High School Diploma -
Del Campo High School