COMING SOON IN 2025!
The Certificate in Intermediate Veterinary Reception Skills is crafted to build on the essential skills gained in the first six months, guiding receptionists through more in-depth knowledge and preparing them for expanded responsibilities within the clinic. Alongside the foundational certificate, this course contributes to AVRA’s vision of a nationally standardised skillset for veterinary receptionists. Together, these certificates qualify individuals for registration as an Associate Veterinary Receptionist (AVR) with AVRA, marking a critical step in professional recognition and career advancement.
Section 1: Soft Skills
This section refines the essential interpersonal and communication skills needed in a busy clinic environment. Modules guide receptionists in industry-specific communication methods, including effective written, verbal, and visual interactions. With a focus on emotional intelligence, resilience, customer service, and conflict resolution, receptionists are prepared to handle diverse client needs, support their team, and maintain a calm, professional atmosphere, even in challenging situations.
Section 2: Animal Health
Building on foundational animal health principles, this section prepares receptionists to confidently discuss health topics with clients. Modules cover vaccine protocols, parasite prevention, and nutrition, while offering guidance on the care of puppies, kittens, exotic pets, production animals, and equines. With additional training on senior health and the differences between preventative and reactive care, receptionists gain the knowledge to support both client inquiries and clinic care processes.
Section 3: Training for the Role
Practical training in this section enables receptionists to manage advanced front-of-house responsibilities. Modules include handling triage and scheduling, supporting in-patient care, overseeing pre- and post-operative support, and managing the clinic’s pharmacy. With focused training on the software and tools used to handle critical tasks like scheduling and emergencies, receptionists are empowered to operate independently and effectively in their roles.
Section 4: Policies & Processes
In this final section, receptionists learn the protocols that keep clinic operations smooth and compliant. Modules cover finance basics, diversity and accessibility, occupational health and safety, and handling complaints professionally. With further training in teamwork, mental health awareness, and human resources, receptionists are well-prepared to contribute positively to workplace culture and team cohesion.
This intermediate certificate, when paired with the foundational program, is essential to complete prior to advancing into training for senior reception roles and contributes to the establishment of a recognised skill standard in the veterinary industry.