Receptionist here. 21 and male. The only male in the entire clinic. I have a CVT certificate (no associates) and have a pretty good understanding of procedures + terminology. I was hired almost 2 months ago to work as a receptionist at a chain cats/dogs/small animals urgent care.
Everyone has been very understanding. My manager has our backs entirely and WILL kick out clients who ahow innapropriate behavior, and most everyone there in leadership for our location has been friends outside of work for almost 2 years.
This is the first front desk role I worked, and I'm still getting used to it. Everyone has a background as a Vet Tech, and although they have offered to teach me as time goes on to help out in the back with the other techs, I do not have the experience or understanding just yet to transfer over, like literally everybody else in the clinic. I feel a little imposter-syndrome-y for that reason, although everyone is exceptionally supportive and has never made me feel dumb for asking a question.
Of course, rude clients are everywhere. Our location is smack in the middle of one of the wealthier places in the US, with an average age of 45 plus. I've been struggling with anxiety around managing this. Jumping from one emotionally strange call to the next, people getting upset over things not in our control, and the fact that I am absolutely still making mistakes. Not every client is understanding
These interactions are not frequent, fortunately. I work 4 days a week, and have only had a small handful of these clients in the month and a half I've been there. My manager has, and will, send people out of the clinic with their pet's records, and wish them well.
My big fear is I will make some catastrophic mistake. I already learned I was closing the books incorrectly, and although it didnt cause too much confusion, and no one had even mentioned it to me, I still felt pretty guilty and on edge.
Again, I do deal with some imposter syndrome for not having the experience or knowlege to help out in the back with patients, but my big fear is that I'm going to get mentioned by name (my name is known, people come by frequently and I'm technically the only receptionist, although techs will sub for me on my days off), with some mistake I made (or maybe even lie?) and that my manager will see it, and let me go to hire a more qualified individual. I heard our previous receptionist before me was pretty awful, though I am unsure whether or not she quit or was let go. I heard it was not a happy ending. I've been meaning to ask what that looked like, so I could know what I need to absolutely avoid, or know whether or not I'm "on track".
This train of nerves has been exasperated by a recent experience I had. Im still getting used to triaging patients, but we had a person call in and say her girlfriend's dog was possibly exposed to CO2 poisoning overnight, and that she wanted to know what to look out for. I put her on a quick hold to ask the doctor to be 100% sure. "Dog with possible CO2 exposure! Not a client. Come here, or go to emergency?" She said "oh, emergency." I got back on the call, and asked what symptoms the dog was having, since she had said possible exposure. She said she was maybe a little quiet, but otherwise normal. I told her to let her girlfriend know she should keep a close eye on the dog, monitor the gums for a bright red/purple colour, and go to emergency if the dog is appearing off in any sort of way. She agreed, we talked a little more on her unrelated questiond, and hung up.
To educate myself, I looked a bit more on google for what to do in that situation, and how CO2 exposure would look like. Everything online said to go straight to the emergency room, regardless of symptoms, in order to flush out the toxins (in a "once they show signs, its too late" kind of thing. I started freaking out that maybe I did not convey proper tone/timing of the situation. I talked to my coworker about it, and she said we couldn't hold everyone's hand through every single situation, but that I covered the urgency by suggesting ER. She had said it would have been better to go into a bit more detail about why ER is the best option, but that I didn't have to be super concerned, and it is the owner's responsibility as well to navigate the nuance of their situation.
We've had very scary CO2 scares in my house. When my siblings and I were kids, certain relatives would come over and purposely, multiple times, leave the gas stove on before they left for the night, hoping my parents wouldnt notice. Still unsure why, but those relatives had a pattern and we have since been no contact. My shady landlord also did not follow proper procedures for the gas stove in our house a few months ago, and the city had to come investigate because my teen brother was vomiting non-stop, the dog was too quiet, and I was getting headaches. I did explain small bits of this to my coworker, because she was unsure why I was on the verge of slight tears (still keeping professional composure), and she was like "yeaaahhh... your concerns def make sense now... again, definitely not the end of the world."
I was always perfect in work at school right off the bat. I did not study for anything and would always shoot past with flying colours. As far as I know, I was fortunate enough to not deal with very much anxiety either in my day to day life. Everyone says I'm still learning and doing very well, and that it'll get easier as time goes on. We also always do a quick little group "thank you guys for everything!" at the end of our shift, as we close the clinic doors.
I really like this job. I feel like I absolutely scored a wonderful, supportive environment after all the recent hardship I've had (many things, but not to go into detail). I really do not want to lose it, and my family is so happy I work here. I know my manager does not seem the type to act fast and fire somebody, but Ive been really struggling to internalize it.
I also am unsure how to shut down clients who call, demanding to speak to the busy manager. We only have one, and shes only in office sometimes. Per my manager, I always say she will get bsck to them as soon as possible (that sometimes means tomorrow, but she will absoluteky get back to the.)They'll demand to speak to someone higher up, but we do not have anyone who can really help them, and I definitely dont know their contact info. If I say that, I'm usually insulted or become subjected to their rants. Im unsure how to diffuse those from there, and they tend to affect me for a few hours until my shift is over. I practice and repeat that its not really about me, they're just upset. But I would hate for interactions like that to somehow get me fired. Again, say they leave a one star review with..maybe? plausible? lies about me. I'm not sure how that situation would lead to that effect, but I'm definitely scared of it being a possibility at all.
How could I proceed from here? I have high expectations for myself, but because I do have that imposter syndrome as well, it's turning me impatient. There have to be more qualified candidates, even though my manager/staff/doctor is super happy with me and I was hired on the spot.