National Receptionist Week only comes once a year, but the work receptionists do in veterinary medicine happens every single shift, every single call, every single difficult conversation at the front desk. This episode is dedicated to them.

I’m joined by Caitlin Palmer, veterinary receptionist, community builder, and member of the NAAVR President’s Advisory Board. We talk about what the receptionist role actually demands, the emotional labor that goes largely unacknowledged, and why the profession keeps underestimating the people holding the front of the hospital together.

This is not a fluff episode about appreciating your front desk staff. It’s a real conversation about imposter syndrome, career expectations, mental health, and what it looks like to build a professional identity in a role that a lot of people still treat as a stepping stone. Caitlin brings the kind of clarity and candor that this conversation has needed for a long time.

If you lead a team that includes receptionists, this one is required listening.

What we cover:

• The emotional toll of receptionist work and why it doesn’t get named enough
• Imposter syndrome and career identity at the front desk
• What recognition actually looks like for this role versus what hospitals typically do
• The mental health dimension of client-facing work in veterinary medicine
• NAAVR, the President’s Advisory Board, and what’s being built for this community
• Training, certification, and the future of the receptionist role in vet med

If this resonates, share it with every hospital manager who has ever underestimated their front desk. Subscribe for more real talk on the operational and relational work of leading in veterinary medicine.

I’m Suzanne Thomas. This is Leading Veterinary Teams. Until next time, lead where you are. Even when it’s uncomfortable. Especially when it’s uncomfortable.

Chapters

• 00:00 The Role of Receptionists in Veterinary Medicine
• 07:51 Navigating Social Media and Work Persona
• 21:16 Recognition and Support for Receptionists
• 31:02 Supporting Receptionists in Veterinary Medicine
• 36:35 Recognizing the Emotional Labor of Receptionists
• 44:20 The Role of NAAVR and the President’s Advisory Board
• 49:46 Empowerment and Recognition for Receptionists

Connect with Caitlin: @thedeskwench and @desk_wench across all platforms

Learn more about NAAVR:https://naavr.org/

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