VEG Elevates the Receptionist Role with CECs
- VEG
- Apr 23
- 4 min read
We know efficient veterinary emergency hospitals cannot run without great receptionists. We value this role at VEG ER for Pets, so we took a hard look at what could be improved for receptionists. After all, that's what we do—reinventing and improving every aspect of the emergency ER experience.
We found a solution that rocks the receptionist role! The best way to create a great career path for veterinary receptionists was to evolve the role into Customer Experience Coordinator aka CEC.
VEG flipped the script on the traditional receptionist role and turned it into one of expanded, meaningful responsibilities. The CEC position at VEG is one of growth, development, and long-term career pathing. CECs have oversight into the entire customer and patient experience. They're usually the first faces that pet parents see at the door, and so much more.
The CEC is one of our most important hospital roles, filled by people who are not only kind and welcoming, but also have the gift of knowing what people need when they’re dealing with worry and stress—whether it’s listening with an empathetic ear or calmly and thoughtfully bringing reassurance that their pets are in the best hands.
INTERVIEW WITH CUSTOMER EXPERIENCE COORDINATORS AT VEG
In this blog, we hear from four VEG CECs, who share their experiences about the CEC role and how VEG says YES to their rewarding career.
LISA SANCHEZ, LEAD CEC AT VEG ER FOR PETS
"I am incredibly grateful for the opportunity to be a part of VEG ER for Pets, where my career has truly flourished. Starting as a Veterinary Assistant, I had the chance to work alongside an amazing team of professionals who supported and mentored me every step of the way.
"The leadership at VEG recognized my potential and provided me with the tools, training, and guidance necessary to take on increasing responsibilities. Thanks to their commitment to my growth, I was able to transition into a leadership role within a relatively short period.
"The culture at VEG emphasizes ongoing development, collaboration, and a shared mission to provide the best vet care for our patients. The experience has been invaluable, not only in advancing my career but also in helping me develop key leadership skills.
I am proud to be part of an organization that invests in its people and helps them succeed both personally and professionally. VEG has truly been instrumental in my career journey, and I look forward to continuing to grow within this incredible organization."
KERI MAXINE KELLEY, LEAD CEC AT VEG ER FOR PETS
"VEG has created a pathway for my career that I didn't think was possible when I started in the field in 2015. While working at other hospitals, I was just a receptionist. Even while in leadership positions, I didn't feel supported to grow past where I was.
"VEG gave me the ability to learn on the floor and realize I wanted to be more hands on, setting me on the path to obtain my RVT.
"We as CECs have so many opportunities to progress, whether that be onto the medical side of VEG or moving over to things like Ops Lead, which is one of the many unique things that makes VEG a great place to work."
ANDREW TALLETT, CEC AT VEG ER FOR PETS
"Saying YES to start my career with VEG has changed my view of work drastically.
"Witnessing firsthand how impactful the atmosphere of VEG is and how they are changing the concept of veterinary medicine by having the open concept and keeping pets and owners together is nothing short of astounding.
I can't wait to see how I grow and how my journey takes off!"
JESSIE VASSALLO, OPERATIONS LEAD (CECS) AT VEG ER FOR PETS
"I am so proud to say I am a CEC for VEG! Ever since I began my journey here, VEG has always found a way to say YES to elevating my skills and believing in me.
"Before my journey began at VEG, they had found a way to say yes countless times to me and my pet in our times of need. I then made it my goal to make the transition to ER and work alongside the heroes that had helped us so many times before.
"I very quickly fell in love with my position here as a CEC; this role goes way above and beyond the expectations that I had for a veterinary receptionist. It is truly amazing to have the freedom to console and bond with pet parents and support them emotionally through some of their worst times, and to further see the impact it makes on their lives.
"I love being able to help cultivate the VEG culture and hospitable atmosphere that VEG aims to provide. Quickly after I started, my leadership asked me to move into the Operations Lead role to help guide and train our CECs (which I of course was eager to accept!). It is incredibly special to witness our CECs finding their place and watching them grow and thrive, and I am so fortunate to be central to that process for each one of them. This is certainly one of my "whys."
"I have always felt truly seen, heard, and supported by my team and VEG as a whole, and I absolutely love what I do to help people and their pets when they need it most!"
LOOKING FOR A REWARDING CAREER IN VET MED?
VEG finds a way to offer a life-changing career with incredible opportunities.
Our hospitals are open 24/7, so there’s flexibility in shift hours, and with
locations nationwide—and more opening soon—you may find a VEG near you or
wherever you want to go. Just think, you could join an established team or help get
a new location up and running! Say YES to the unexpected, with VEG.
