RECEPTIONIST
PROCEDURES
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TABLE OF CONTENTS
19000 - Receptionist Position Agreement ................................................................................................. 1
19002v – Antech Lab Results Downloading ............................................................................................... 4
19003v – App for Legacy Vet .................................................................................................................... 10
19004 – Appointment Confirming ........................................................................................................... 12
19004.1 – Appointment Delays ................................................................................................................ 15
19005 – Appointment Flow and Staying On Time ................................................................................... 19
19006 – Appointment Making – Boarding Reservation .......................................................................... 23
19008 – Appointment Making – DVM’s ................................................................................................... 28
19010 – Appointment Making – Grooming ............................................................................................. 32
19012 - Appointment Making - Surgeries ................................................................................................ 37
19012.2 – Appointment Prepping; Board, Groom, Drop-Off................................................................... 39
19013 – Appointment Requests by Demandforce ................................................................................... 40
19014 – Appointment Types .................................................................................................................... 42
19016 – Attaching Reports and Records to Patient Files ......................................................................... 43
19018 – Care Credit Payment Plans ......................................................................................................... 46
19020 – Cheat Sheets and Charts............................................................................................................. 49
19022 – Check-In Receptionist Responsibilities ...................................................................................... 53
19022.3 – Checking Grooming Patients In ............................................................................................... 54
19023v – Checking Patients In ................................................................................................................. 56
19024 – Checklists for Receptionists ........................................................................................................ 59
19025 - Check-Out for Clients .................................................................................................................. 61
19026 – Check-Out Receptionist Responsibilities ................................................................................... 63
19028 – Credit Card Processing ................................................................................................................ 64
19030 – Communication Scripts .............................................................................................................. 67
19032 – Complications and Client Complaints ........................................................................................ 71
19032.2 – Deposits Mid-Day Verification ................................................................................................ 75
19033 - Deposit Slips at End-Of Day ........................................................................................................ 76
19034 – Discounts .................................................................................................................................... 77
19036 – Drop-Off’s ................................................................................................................................... 82
19037 - eFAX ............................................................................................................................................. 85
19038 – Emergencies................................................................................................................................ 86
19040 – Emergencies with NO DOCTOR .................................................................................................. 90
19042 – Exam Room Efficiency ................................................................................................................ 92
19044 – Express TA Services .................................................................................................................... 95
19046 – Euthanasia ................................................................................................................................ 101
19048 – Follow-up List ........................................................................................................................... 103
19050 – Grooms Needing Sedation ....................................................................................................... 104
19052 – Groupon .................................................................................................................................... 106
19054 – Good Samaritan Cases .............................................................................................................. 109
19055 – Health Certificates .................................................................................................................... 110
19056 – “Hospital-Use” Items ................................................................................................................ 111
19058 – ID Collars for Patients ............................................................................................................... 113
19060 – Inconvenience Gift Cards.......................................................................................................... 115
19062 – Internet Pharmacies ................................................................................................................. 117
19064 – Late Clients ............................................................................................................................... 119
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19066v – Marketing Reaches Log .......................................................................................................... 121
19068 – Medical Records Releases ........................................................................................................ 123
19072 – No-Shows .................................................................................................................................. 125
19074 – Organization of Files and Paperwork ....................................................................................... 127
19076 – Out-Of-Stock Items ................................................................................................................... 129
19078 – Payment Plans .......................................................................................................................... 131
19080 – Phone Handling and Taking Messages ..................................................................................... 132
19082 – Phone Shoppers ........................................................................................................................ 136
19084 – Picture Downloading into AVImark.......................................................................................... 139
19086 – Prescription Pet Foods for Non-Clients .................................................................................... 144
19088 – Radiograph Report Downloading (Antech) .............................................................................. 145
19090 - Reconciling Transaction Journal................................................................................................ 147
19092 – Referral Program ...................................................................................................................... 149
19094 – Reproductive Specialty Services ............................................................................................... 153
19096 – Returns ..................................................................................................................................... 154
19098 – Revolution Free Doses and Reimbursement ............................................................................ 155
19099 – Special Orders ........................................................................................................................... 157
19100v – Sympathy Letters .................................................................................................................... 162
19102 – Scheduling Guidelines for DVM’s and Surgeries ...................................................................... 165
19103 – Treatment Plan Creating .......................................................................................................... 167
19104 – Urgent Care Visits ..................................................................................................................... 170
19106 – Vaccine Protocols and Requirements ...................................................................................... 174
19108 – Vetbilling Payment Plans & Receiving Payments .................................................................... 179
19110 – Vets Purchasing or Borrowing From Us ................................................................................... 185
19112 – Vets We Purchase or Borrow From .......................................................................................... 186
19114 – Voicemail .................................................................................................................................. 188
19115 – Walkie Talkies ........................................................................................................................... 192
19116 – Walk-Ins .................................................................................................................................... 194
19118 – Yearly Wellness Forms (with Express Services) ....................................................................... 196
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19000 - Receptionist Position Agreement
POSITION TITLE: Veterinary Receptionist
SUPERVISOR’S POSTION: Lead Receptionist
RESULT STATMENTS:
Receptionist – Check-in Helps to reach the company’s vision by happily greeting clients,
checking pets in, and keeping appointments properly organized. Staying
ultra-prepared for upcoming client and patient visits by managing the
patient records and client forms in advance.
Receptionist – Check-out Helps to reach the company’s vision by efficiently and accurately
checking clients out. Prior to check-out the receptionist assures the
client is completely satisfied and their pet has received all requested
services. Assuring all clients are properly booked for future services and
happily referring their friends.
Receptionist – Phone Helps to reach the company’s vision by properly handling and routing all
incoming client phone calls. Assures all of those clients are completely
satisfied and handling their reason for calling.
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TACTICAL RESPONSIBILITIES:
1. Book Appointments! #1 Job!
a. BOOK CLIENTS! Get the pets to the doctors so our staff that provides pet care.
b. Control, prevent, and manage the number of no-show and cancelled
appointments.
c. Forward-Book AT LEAST 50% of all clients for the next visit BEFORE LEAVING!
2. Marketing Reaches/Phone Shoppers:
a. MUST Keep a 100% accurate individual market reach log of phone shopper
(potential clients).
b. MUST Maintaining at least a 70% conversion of marketing reaches to booked
appointments using Phone Shoppers procedure.
3. Communications:
a. Properly route and handle all incoming phone calls. (see procedure)
b. Properly greet arriving clients and waiting in reception area (see procedure)
c. Assure all clients are completely satisfied and encouraged to refer friends and
family during check-out.
4. What NOT do:
a. Do NOT give medical advice or recommendations. This is for the doctors and
technical staff, NOT RECEPIONISTS.
b. Do NOT quote prices by phone (unless clients demand it). Only exceptions are
individual items or boarding and grooming. This avoids bad reviews, upset
clients, and hours of work for our staff! See “Phone Shoppers” procedure.
STANDARDS:
Company-Wide:
1. All work will be performed in accordance with Hospital Policies.
2. All work will be performed according to the General Hospital Procedures.
3. Supervisor will be notified of any issues to be resolved or deadlines that cannot be met
well in advance of the due date.
Position-Specific:
4. All work will be completed honestly and accurately based on the receptionist
procedures.
5. Assuring all clients who arrive or call are greeted and served with courtesy and
efficiency.
6. Assure clients leave completely satisfied and referring others in abundance, even when
it requires immediate routing of any unsatisfied clients to management.
TWO RULES: Non-negotiable and Consistent
1. Book Every Appointment Opportunity.
2. 100% Forward Booking.
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SIGNATURES:
Statement of the position holder: I accept the accountabilities of this position and agree to produce
the results, perform the work, and meet the standards set forth in the Hospital Policies and General
Procedures.
Date: _________Signature: __________________________Printed Name:______________________
Statement of the position holder’s supervisor: I agree to provide a working environment, necessary
resources, and appropriate training to enable the accountabilities of this position (result, work,
standards) to be accomplished.
Date: _________Signature: __________________________Printed Name: ___________________
[3]
19002v – Antech Lab Results Downloading
Result Statement: To maintain prompt and accurate patient records with outside
lab results.
Primary Responsible Position: Receptionist
How: Go to www.antechonline.com or www.zoasis .com
Account #: 11584
Online ID: 35659
Username: legacyvet
Password: legacyvet
CREATING LAB REQUISITIONS (form we send to request a test be done)
From the patient or medical history area
o Right click, select Create Requisition to display the Create Requisition window where
you can make a test requisition for the patient you have selected on the AVIMARK CID
o Select Antech as the lab company
o Highlight the desired test from the list provided, and hit the spacebar to make the
selections
o Select the veterinarian ordering the lab test
o The selected test(s) will be added to the medical history, along with the requisition
service entry
PRINTING LAB REQUISITIONS
The Antech requisition will automatically prompt for printing when an Antech requisition is
generated.
To print from the Requisition Management area
o Select Services, Requisition Management
o Find and highlight the requisition that represents the sample that is being sent for
analysis
o Select File, Print, Print Requisition. Or right-click - Print, Print Requisition
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DOWNLOADING RESULTS
Select Services, Requisition Management
Click on the Download Requisition tab
Select Antech as the Lab Type, and click load
Results will be automatically imported into the new Test Results area of AVIMARK’s Medical
History for all matched requisitions
In the event that downloaded results are missing some or all of the identifying information that
allow automatic transmission of results to the proper Medical History entry, the requisition and results
will be accessible from the Requisition Management area of the program where they can be selected,
viewed, and manually attached to the appropriate history record.
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IMPORTING RESULTS
Results will automatically be downloaded and transmitted in the proper Medical History entry as
long as all the identifying requisition information is in place.
Should there be an instance where the appropriate Medical History record cannot be located,
you can import the result(s) by the following – (Opening receptionist must review this section
daily)
o Highlight the appropriate Medical History service in the patient’s history
o Select Services…., Requisition Management
o Select the Download Requisition tab
o Select Antech from the Lab Type drop down menu
o Click Load
The Requisitions that did not download are in a yellow font
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Right click on the Requisition ID – Select View Results.
Separate Window will pop up
Click on Requisition – Click on Pet to find out name & owner to
download results
o Minimize window to locate Client & Patient Chart in CID
o Locate Antech Test request in patient record and highlight
request
o Go back to Requisition Management Screen - Right-Click on the
requisition line in the top area, select the “Import Results”
option - Click Done and the results will be attached in the
“Tests” checkbox attachment option in the patient record
o Results that have been imported to an AVIMARK patient record
will be stored in a different directory. These directories will be
automatically created within the AVIMARK folder
ANTECH REQUISITIONS
IMPORTED RESULTS
**IMPORTANT – These folders should NOT be renamed, moved, or deleted**
[7]
PRINTING FINAL LAB REQUISITIONS
Go to Smarter Mail Website: reception@legacyvet.com Password = Th1rtyE1ght#
Click on noreply@FaxtoEmail.cbeyond
Open the PDF – Select Print Icon or Select File, Print
Highlight the veterinarian’s name
Place in respective veterinarian’s “Lab Results” Box
For NEGATIVE Heartworm & Fecal Tests
Go to the client & patient record
Enter “NTC” (Nurse To Call) in the Follow-up (DO NOT POST)
Printed test results are NOT required to be handed to Technician/Nurse – this can be reviewed
in patient’s record
For POSITVE Heartworm & Fecal Tests
Go to the client & patient record
Enter “DTC” (Doctor to Call) in the Follow-up (DO NOT POST)
Printed Test Results are placed in respective veterinarian’s “Lab Results” box.
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Demonstration/Drill on “Antech Lab Results Downloading”:
1. Explain the results statement in your own words. What does it mean to you?
2. Why would you need to do this? What is the purpose?
3. What would happen if you did this differently than how it’s written? Why would you want to do
it the way it’s written?
4. Demonstrate downloading results from Antech in front of your trainer. Make sure it works and
took less than 15 minutes. Sign off when both trainer and trainee knows it’s done right.
[9]
19003v – App for Legacy Vet
Result Statement: To provide the most convenient client service and rewards for client
loyalty through our mobile app.
Primary Responsible Position: Receptionist
Participating Positions: All
WHAT to Say: Tell clients, “Make sure you download our
App. It will give you rewards and make it
easier to get in touch with us.”
WHEN to Say it: All the time! Check-in, Check-out, during appointments, etc.
Client Rewards:
Client Downloads the app = 1 Stamp
Every $100 spent (MUST be over $100 mark) = 1 Stamp
Refer a friend = 2 Stamps (PLUS a $20 credit)
16 Stamps = $100 credit (For FUTURE services)
How Clients Log in: Client must choose the e-mail address we have in AVImark.
How to GIVE Stamps:
1. Ask the client to open the app on their phone.
2. Tap “Loyalty Stamps” then “Scanner”
3. Scan the appropriate laminated Q-Code kept in reception area
Redeeming $100 Rewards:
1. Show ENTHUSIASM! “High Five” the client!
2. Ask the client to open the app on their phone.
3. Tap “Loyalty Stamps” then “Scanner”
4. Scan the appropriate laminated Q-Code kept in reception area.
5. Confirm their stamp card has been cleared.
6. Enter the treatment code in AVImark “Loyalty Card Redeemed”
under one of their pets.
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Additional Note on our app: You can do all the same stamp adding and removing by logging into our
app dashboard online.
1. Go to app.myvet2pet.com
2. Log in using the proper username and password kept on file
3. Click “Practices”
4. Click “Loyalty”
5. Click “Users”
6. Search for the correct user and add or remove Loyalty Stamps
7. For any question call 970-808-9089 or go to www.vet2pet.com
MANY other things for Clients:
Apply for Care Credit
Request Appointments
Request Med Refills
Get Reminders to give heartworm preventative
Call us with knowing the number
See their pets’ reminders (for boarding/grooming/travel)
Order Medications and Food Online
See a Pet Health Library
Take a “Selfie”, bio, and send to us or any Facebook
We don’t go into all this detail at first. It is TOO MUCH to take in.
Focus only on the loyalty stamps and convenience.
Drill/Quiz for “App for Legacy Vet”:
1. Why do we have this app?
2. What do you say to clients about the app?
3. Explain how you give clients stamps.
4. Explain how you redeem the clients’ $100 reward.
5. Can you do all of this online too?
6. List two other ways the app can help the clients.
7. Are the stamps similar to cash for the clients?
8. Is it a big deal to give out stamps?
9. Is it a big deal if you purposely or accidentally gives out too many stamps or misplaces the Q-
Codes?
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19004 – Appointment Confirming
Result Statement: To make a personal and friendly phone call to all clients within 24 hours
of all appointments. This will assure the client will show up on time for
the appointment time/date that works best for them. It helps assure
we can help plan for tomorrow, stay on-time with appointments, and
avoid almost all client waits.
Primary Responsible Position: Receptionist
Who:
PM Receptionist (Refer to PM Receptionists’ Checklist)
Check-Out Receptionist (Refer to Check Out PM Checklist)
When:
PM Receptionist - between 2 and 4 PM
Check-Out Receptionist: Between 9 AM - Noon
What Appointments:
ALL appointments that do NOT already have the “confirmed” button
checked on the appointment in AVImark. This includes boarding,
grooming, tech appointments, etc.
ALL surgeries, even if they have already have the box checked as
confirmed. We do this for two important reasons:
o We need to assure they do not feed or water after 10 PM
the night before AND
o They arrive between 7 and 7:30 AM.
Basically we confirm ALL all appointments except the two types
below. (euthanasia, appointments made today)
What NOT to Confirm:
Euthanasia
Appointments made today for the tomorrow’s appointments
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Why Not Just Text/Email Instead of Calling:
We have gotten clients who mentioned that they have not been
contacted by us for their pet’s appointment:
Clients sometimes forget their appointment day or time.
Family member sometimes do not relay that an email or text was
received through our online pet portal company
Appointment may have been rescheduled and the “Confirmed”
Button was not unclicked. It would show it was confirmed although
it wasn’t’.
How:
Telephone
o We CALL all “unconfirmed” appointments to confirm the
day before.
o We CALL all surgery appointments even if already confirmed
online.
o We try all numbers until we reach someone.
o Left Message on Machine (LMOM) – Ask owner to please
call 925-335-9292 to confirm
o Add a note to the appointment with your date/time stamp.
See below
Email
o ONLY use if voicemail box is full – Email asking the owner to
please call 925-335-9292 to confirm appointment
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UPDATING THE APPOINTMENT SCHEDULE
1. In the NOTES enter the Date/Time Stamp (TAG):
2. In the NOTES type the method you used to confirm:
a. “Confirmed Appt”
b. “LMOM about Appt” or
c. “Unable to contact owner (For non-working phone Numbers)”
3. If you physically talk with someone to confirm appointment, Click the “Telephone” Icon
4. If you left a message regarding the appointment, Click the “Left Message” Icon
5. If you are unable to talk to someone, leave a message, or their mailbox is full:
a. Click the “Unconfirmed” Icon
b. E-mail the client IMMEDIATELY.
c. In the NOTES enter “Could not reach by phone. E-mailed to confirm”
Drill Quiz for “Appointment Confirming”:
1. Why do we confirm appointments? What would happen if we did not?
2. WHEN do we confirm appointments? What type of appointments and surgeries?
3. Who confirms appointments?
4. What do you do if you cannot reach the client or leave a voicemail?
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19004.1 – Appointment Delays
Results Statement: As part of our core values of “planning” and “professionalism” we make
a promise to our clients that will not have to wait. This creates more
value for our clients and makes us much more unique than other vets!
This can happen because as team members following policies we show
up to work on time and “plan” for those appointments LONG BEFORE
THEY ARRIVE.
Primary Responsible Position: Associate DVM’s
Participating Positions: Reception, Techs, TA’s
Definition: Delayed appointments are defined as any client not being seen within 5
minutes of their scheduled time.
UN-avoidable Delays: Occasionally there are valid reasons why appointment delays are
inevitable. The ONLY reasons there should be a delay (more than 5
minutes beyond scheduled start) are:
1. We had an earlier emergency
2. Urgent cares must wait
3. We had a more critical pet
4. the client arrives late.
Any reason OTHER THAN the above is due to our lack in planning or
managing or client and patient flow: See next page
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EMERGENCIES: within up to four hours prior to current time. See “Emergencies” procedure
o ALL OTHERS WAIT: With emergencies all other appointments and surgeries all go “on-
hold”. We do NOT have enough scheduled support staff to be handling emergencies
AND regular appointments at the same time for one doctor.
o WATING CLIENTS ARE GIVEN OPTIONS: The staff joins to together to inform ALL waiting
client and upcoming appointments of this delay. The client is given options.
o UPCOMING CLIENTS ARE CALLED: ONLY Receptionists, Department Heads, or Execs (not
techs or TA’s) will use good judgment to call upcoming appointments that are likely to
be delayed. The doctor will give estimate of how long the delay may be. The doctor will
over-estimate. Clients will be offered options (longer wait, reschedule for later,
reschedule for another day if NOT sick or injured).
Note: Good judgment on these calls are critical. For example, if a doctor is in
emergency surgery we may be forced to reschedule a vaccine appointment for
another day. An itchy dog appointment may need to be seen today regardless
because the pet is uncomfortable or painful.
MORE CRITICAL PATIENT:
o This is a priority/triage over the appointment (critical ICU patient, in-hospital
emergency)
URGENT CARE: See “Urgent Cares” procedure
o In this case ALL “regular” appointments are seen on time. The urgent care is the only
delay client/patient with a wait.
CLIENT ARRIVES LATE:
o If the client arrives late and we feel there is a possibility that we cannot finish in time to
start the next appointment on time:
We POLITELY offer to work them in while the other appointments are seen on
time……OR….
They can reschedule for the next available time...OR…
They may be able to drop off.
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When are delays AVOIDABLE: Examples or poor “planning” on our part causing delays would
be:
Surgeries taking longer than expected - We should be scheduling
surgeries for LONGER than expected.
o Note: Doctors NEVER leave or delay a surgery on a patient
under anesthesia unless it’s due to an emergency. This is
part of appropriate triaging.
o For example: A doctor would never have spay waiting
under anesthesia for the doctor to start because that doctor
is doing an appointment, phone call, or exam.
Surgery cases that become critical – see above. This falls under
appropriate delays above.
Our staff did not show up to work on time – see hospital policies
Our staff did not review the records PRIOR to client arriving – see
appointment procedure
We did not have records or treatment plans ready – See
receptionist procedures when booking.
We did not get records from previous vets – See receptionist
procedures on getting records PRIOR to client arriving.
We were on the phone with another client on a long conversation –
We should be able to POLITELY explain we need to see our
appointments on time and will have to call them back. If we are on
the phone too long due a critical patient it would fall under a valid
reason for a delay above.
The last appointment took too long – We should have moved this to
and “advanced” appointment and kept the “basic” appointments on
time.
Etc, Etc, Etc……..Too many poor excuses to list here that would
make our clients wait unnecessarily.
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What to do if we have delays:
It is absolutely CRITICAL that proper client communication is
done when we have a delay. If at all possible we call the client
BEFORE they arrive.
In EVERY SINGLE CASE WE INFORM THE CLIENT OF:
1. THE CAUSE OF THE DELAY
2. THE OPTIONS THEY HAVE
a. They can wait
b. They can reschedule
c. They can drop-off their patient and we will call
when done (get doctor, exec or manager approval
first).
This gives the client the CONTROL of what THEY would like us to
do. In almost every case they will understand why there is a
wait on not be upset. We are not dictating to them what they
HAVE to do.
This also gives the client the opportunity to KNOW WHY and
UNDERSTAND how the delay was not under our control. It is
totally okay to tell the client some details of why another
patient had an emergency and needed to be seen first. We
inform the client how we would do the same for their pet if it
was in the same situation. There is not HIPAA or privacy laws
that keep us being able to share this info. People appreciate the
info.
This communication sets us apart and “disarms” client from
complaining. It shows courtesy, care, and respect for their time.
It also shows that we have our patients as our top priority at all
time.
Drill/Quiz for “Appointment Delays:
1. What is defined as an appointment delay? How long?
2. What are some things that make delays UN-avoidable?
3. When we have an emergency:
a. What happens to all other appointments, drop-offs and surgeries while we stabilize the
emergency and present the treatment plan to the owner?
b. What do we do with the waiting “on-hold” clients during this time?
c. What do we do for the upcoming clients that may be delayed? Who does this?
4. What are examples of delays that are avoidable?
5. What do we do when appointments are delayed?
6. Why do we do it this way? What would happen if we did not?
[18]
19005 – Appointment Flow and Staying On Time
Result Statement: To achieve great client service and on-time appointments by assuring all
key staff members know their roles and work well together.
“BASIC” Doctor Appointments: Non “exam room efficiency” days or one-room per doctor
Receptionist
1. Proper schedules appointment length
2. Properly confirmed appointment for client to arrive as scheduled
3. Records ready PRIOR to client arriving.
4. Patient is weighed and entered into AVImark check-in
5. Page overhead “CL Doctor ______, (pause)… CL Doctor _________” within 3
minutes of arrival
6. Assure TA greets this client within 2 minutes of page
7. Check-out receptionist checks-out the client per receptionist procedure.
Tech Assistant:
1. “Rounds” with tech, TA, and Doctor: Review appointment schedule and
speak to both tech and doctor so you are prepared to know the patients
name and pertinent history AT LEAST 10 MINUTES BEFORE….AND THE NEXT
THREE UPCOMING APPOINTMENTS. This includes the first appointment of
the day and after lunch.
2. Arrives to reception area within 2 minutes of page
3. Grabs clip board with records/documents/treatment plans
4. Greets patient first, then client BY NAME, introduces him/herself BY NAME
with eye contact and escorts them to exam room.
5. Doctor is waiting in exam room
6. Assists doctor for exam
7. Obtains “TPR” when appropriate (in some cases it can be done after exam in
treatment).
8. Enters “subjective” notes and TPR into AVImark while in exam room.
9. Assists tech with needed services and items AFTER acceptance of treatment
plan with TECH
10. Starts the next appointment with doctor while the tech finishes and releases
this one.
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Doctor:
1. “Rounds” with tech, TA, and Doctor: Review appointment schedule and
speak to both tech and doctor so you are prepared to know the patients
name and pertinent history AT LEAST 10 MINUTES BEFORE….AND THE NEXT
THREE UPCOMING APPOINTMENTS. This includes the first appointment of
the day and after lunch.
2. Waits for patient, client, and TA in exam room as the TA goes up front to get
the client
3. Greets patient first, then client BY NAME and introduces her/himself BY
NAME with eye contact and preferably with a handshake.
4. Asks clients for their PRIMARY concern first and reason for their visit.
5. Completes exam while also discussing any additional concerns from client or
issues found during exam. Narrates the exam while performing.
6. After the exam the doctor addresses exactly what they plan to do for their
PRIMARY concern first, then each additional concern WITHOUT DISCUSSING
FEES. This often times is best time by hand-writing items on blank piece of
paper in a list.
7. Gets a good idea of client’s acceptance of the recommendations/plans
WITHOUT COST FIRST. If cost is the reason for non-acceptance we have
ways to work with the client to be able to afford or plan for things they
want to do but is not financially feasible today.
8. Asks the client if they have any other questions or concerns.
9. Completes a report card (when appropriate) and reviews with the client
10. Meets with TECH outside the exam room and dictates a “tech sheet” or
“travel sheet”.
11. Enters notes into the medical record BEFORE moving onto the next
appointment.
Technician:
1. “Rounds” with tech, TA, and Doctor: Review appointment schedule and
speak to both tech and doctor so you are prepared to know the patients
name and pertinent history AT LEAST 10 MINUTES BEFORE….AND THE NEXT
THREE UPCOMING APPOINTMENTS. This includes the first appointment of
the day and after lunch.
2. Meets with doctor outside exam room and completes tech sheet with
treatment plan, services, meds, etc.
3. Presents treatment plan without the doctor present (already discussed and
verbally approved with doctor without prices). Gets final verbal approval
and acceptance
4. If client unexpectedly objects to items recommended they inform the
doctor prior to starting the procedures.
5. If unexpected objections arise due to cost we can start the other
procedures and have the client visit with our client coordinator or exec for
financial arrangemements
6. Performs the services as appropriate either in treatment or exam room with
the assistance of the TA.
7. Releases patient with proper release form or report card
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“ADVANCED” Doctor Appointments: Unexpected things happen that could cause us to not be able to
see the next scheduled appointment within 5 minutes of
scheduled time.
Tech, TA, or DVM:
1. Inform the client:
a. The reason that the appointment has become advanced.
Example of what to say:
“It looks like we are needing to do a few more things for (pet name) than we had planned and scheduled
for today. In order to keep our other appointments on time today we will need to have (pet name)
dropped off for the services and we will call you when he/she is ready.
You are also welcome to wait up front (will be wait) OR schedule these services for another day (if not
critical and owner will still for sure do them). What is best for you?”
b. OVERESTIMATE how long you think it will be. Double the length of
time you think it will take.
c. We will continue to work on their pet while still seeing next
appointment on time
d. They will need to wait in another exam room or in our reception
area.
2. Tech or TA moves the client to another exam room, reception area, gets
documentation needed for drop off.
3. Tech, TA, and doctor keeps client informed every 5-10 minutes while they
wait.
[21]
EXAM ROOM EFFICENCY: The room tech does EVERTHING in exam room (assist doctor, present
treatment plan, release. The treatment tech and TA perform lab tests
and any service in treatment. See detailed procedure.
URGENT CARE: See above under “advanced”. It is the same although we discuss how
we will fit them in and THERE WILL BE A DELAY. We likely will not
know how long that delay will be. There are times when the delay will
be until ALL appointments are completed during that block. They
always have options of 1. Rescheduling 2. Waiting or 3. Dropping off
(with approval).
EMERGENCIES: The doctor and needed support staff drop all other patient care and
client service and triage/stabilize this patient as necessary then moves
back to their regularly scheduled appointment explaining reason there
was a delay.
Receptionists, techs and TA’s communicate with any clients that may
have delay and why. They are given options – see above.
Drill/Demonstration for “Appointment Flows and Staying On Time”:
1. Explain in your own words what the result statement means to you.
2. Why do we have this procedure this way? What would happen if we didn’t?
3. Explain what techs and TA’s do to “round” before appointments. When do you do it? Before
the first appointment of the day? How many appointments in advance? Why do we do this?
How does it help you?
4. With your trainer acting as a client explain what you say when an appointment becomes
advanced. Do not move on to the next step until you say this comfortably and friendly.
5. Demonstrate to your trainer using demo pieces or Lego people of how you would handle EACH
type of appointment in YOUR position
[22]
19006 – Appointment Making – Boarding Reservation
Results Statement: Boarding reservations are made at a time convenient to the client and our
availability for that pet to stay with us. The client is satisfied with the
reservation, shows up as scheduled, and picks up as scheduled.
Primary Responsible Position: Receptionists
Vacancy or No Vacancy?:
Click on boarding calendar located as a little house bottom at the
top middle of AVImark. Look at the boarding calendar. It is
separated into the various areas pets board: Luxury, Kennel, Cat
Condos’, Etc.
Check the area you need to see if there is vacancy.
Do NOT overlap drop off and pick up days in one cage/kennel
You may be able to move some reserved spaces so pets stays can
end one day and start a new stay the next day. This will create new
space.
Routine Blocked Off Cages:
7 small & 2 large kennels will be BLOCKED OFF in AVImark in the
ICU area. They will NOT be available for boarding.
The blocked off kennels will be for drop-offs, treatment,
emergencies, surgeries, extended stays, daycare, and day
boarding.
If needed, consult with a manager if a blocked kennel needs to
be used for additional boarding.
[23]
Ask the caller: “Have you been to us before?”.
New Client:
1. Establish Client and Patient in AVIMARK CID first
2. Click Boarding Calendar
3. Find an appropriate time, date, and kennel for client
4. Right click on appropriate space and click New
5. It will ask if you want to make a drop off appointment and click “yes”.
6. In Notes…Enter in all pertinent information regarding the appointment (Timestamp; reason for
appt.; document what client tells you- be specific!)
For Example: “LMH: 02-10-15 at 11:31a: Boarding Luxury 12/23 – 1/5/16. Grooming apt
scheduled with Missy on 1/2/16. Also due for Wellness Exam with vaccine update.”
7. Extend the pick-up date in the Boarding House module to the appropriate time
8. X out of the reservation box
9. When finished click Done
10. Remind new client that pet(s) must have the following current vaccinations and negative fecal
test within the last year in order to board. This is required for their pet(s) safety and the safety
of other pets.
11. If not current: Offer that we can:
a. Have a complimentary new patient doctor exam here. We can update the vaccine(s)
and/or fecal while they are boarding.
**** IMPORTANT: IF THE PET IS DUE FOR SERVICES IN ADDITION TO THE BOARDING
MAKE SURE THEY KNOW NOW!! OFFER TO GO OVER WHAT IS REQUIRED AND THE
APPROXIMATE COST NOW WHILE BOOKING!! WE DON’T WANT TO SURPRISE THE
CLIENTS WITH EXTRA SERVICES AND COSTS AFTER THEY ARRIVE! ****
- or -
b. The client can bring in or send ahead of time proof of vaccinations and a negative fecal
test within the last year.
- Dogs:
- *Current Rabies + Distemper, Parvo, Parainfluenza + Leptospirosis + Bordetella
- Fecal – negative test within the last year
- Cats:
- *Current Rabies + Feline Distemper + Feline Leukemia
- Fecal – negative test within the last year
- * Note: See separate procedure for vaccine guidelines or see AVImark reminders for
that individual pet after vaccine history is entered
[24]
Existing Client:
1. Go to client’s name or chair button at the top of AVImark
2. Click Choose
3. Highlight correct patient
4. Click continue
5. Select patient by highlighting name with a left click
6. Go to Work With
7. Click Boarding Calendar
8. Find an appropriate time, date, and kennel for client
9. Right click on appropriate space and click New.
10. It will ask if you want to make a drop off appointment and you click “yes” and make a drop off
appointment (make sure its is under the boarding section not a doctor, groomer, or surgery).
11. Extend the pick-up date to the appropriate time
12. Click Apply
13. X out of the reservation box
14. When finished click Done
15. Remind new client that pet(s) must have the following current vaccinations and negative fecal
test within the last year in order to board. This is required for their pet(s) safety and the safety of
other pets.
16. If not current: Offer that we can:
a. Have a complimentary new patient doctor exam here. We can update the vaccine(s)
and/or fecal while they are boarding.
**** IMPORTANT: IF THE PET IS DUE FOR SERVICES IN ADDITION TO THE BOARDING
MAKE SURE THEY KNOW NOW!! OFFER TO GO OVER WHAT IS REQUIRED AND THE
APPROXIMATE COST NOW WHILE BOOKING!! WE DON’T WANT TO SURPRISE THE
CLIENTS WITH EXTRA SERVICES AND COSTS AFTER THEY ARRIVE! ****
- or -
b. The client can bring in or send ahead of time proof of vaccinations and a negative fecal
test within the last year.
- Dogs:
- *Current Rabies + Distemper, Parvo, Parainfluenza + Leptospirosis + Bordetella
- Fecal – negative test within the last year
- Cats:
- *Current Rabies + Feline Distemper + Feline Leukemia
- Fecal – negative test within the last year
- * Note: See separate procedure for vaccine guidelines or see AVImark reminders for
that individual pet after vaccine history is entered
[25]
Booking Day Boarding or Daycare Appointments:
The same current vaccines & negative fecal results are also required for day
boarding or doggie daycare
When booking a day boarding appointment follow the same procedure as a
boarding appointment.
[26]
Quiz/Drill for Appointment Making – Boarding:
1. Why do we have this procedure? What would happen if we all did not follow it the same way?
2. Role play with your trainer using AVImark and an ACTUAL EXISTING CLIENT and pretend NEW
CLIENT:
a. The Trainer pretends to call acting as that client. Trainee “answers the phone”.
b. Book AT LEAST TWO reservations using the right questions Show your trainer the
booked reservation before moving onto the next one.
c. Delete the reservation(s) in AVImark.
d. Your trainer deletes the fake new client (you may need to get an exec for this)
3. Get a pass and sign off when both you and your trainer are certain you can and will book clients
this way in less than 3 minutes on each one.
[27]
19008 – Appointment Making – DVM’s
Results Statement: DVM appointments are made at a time convenient to the client and for the
appropriate length of time. The appointment date and time is best for the pet,
client, hospital and doctor. The client is satisfied with the appointment and
shows up on time.
Responsible Positon: Receptionist
EXISTING Client:
1. Ask: “May I have your name and your pet’s name?”
2. Ask: “What will be seeing ____ for?”…….”One moment please while I pull
up his/her record.”
a. Pull up record look to see if it needs to be seen by a particular
doctor
b. Ask: “Do you have a doctor preference?”
c. Ask: “Do you have medical insurance for Fluffy? No. We can
discuss it more during your visit.” List whether or not they have pet
insurance on the appointment window in AVImark.
Note: There are only a few cases that need to be seen by a particular doctor.
When uncertain ask a tech or doctor. It is very obvious TO THE RECEPTIONIST
when a patient needs to see a certain doctor. These include:
CLIENTS will request that doctor or
There is a scheduled follow-up from a previous illness or injury.
Techs and doctors do NOT decide that the client has a preference later. For
example, one particular doctor has seen that pet more often. This does NOT
give the Dr./Tech team the authority to change the doctor appointment or
drop-off doctor.
- OR -
[28]
NEW Client: Ask: “May I have your name and your pet’s name?”
Go to the Appointment Calendar
Find the appropriate location and time, left click, then right click > New
Client
Fill out the appropriate section of the appointment including the phone
number.
Click the “New Client” button.
Tell the client the actual TIME they are to ARRIVE (which is 15 minutes
before their appointment!). For example if they are booked for 1:30 PM tell
them we will see them at 1:15 PM. Don’t say 1:30 again!
Tell the client: “Go to legacyvet.com to see a bio video of the vet you will
be seeing.”
When you get records on this patient/client before they arrive put these
records into the “new client binder” in alphabetical order.
We will enter them in as a client AFTER they get here!
a) Do NOT enter the client into AVImark. Only enter them on the
appointment calendar until they arrive.
Ask: “What will be seeing ____ for?”
Ask: “Do you have medical insurance for Fluffy? No. We can discuss it
more during your visit.” List whether or not they have pet insurance on the
appointment window in AVImark.
OFF-PROCEDURE?....When would/should you enter the new client info into
AVImark BEFORE they get here?
There are times when it is obvious that entering the client into the computer
BEFORE they get here is good. On these cases (~10% of the time) it is best to
enter the client info first, scan records, attach, make estimates, etc. This should
save everyone time.
Entering ESTIMATES on New Clients:
In most all new client cases, you DO NOT NEED to make an estimate until after
they arrive. This way you have a better idea of what we will be needed to do for
their pet.
When you need to make an estimate on a new client the day before they get
here use the “over the counter” client just so you have something on paper.
NOTE: We PREFER, not require, all new clients schedule their first visit as an
appointment, NOT a drop-off. We do this for two reasons:
1. Get recommendations directly from the doctor.
2. Meet the doctor so they can trust what we recommend is best.
We want to make it easy for all people to bring us their pets. If the new client
really cannot do an appointment, and it’s NOT an emergency, they can drop-off.
[29]
If it is NOT REQUIRED to be seen by a particular doctor.
1. Ask: “Is there a particular day you would like? Morning or
Afternoon?”
2. Review calendar and schedule equally for all doctors throughout the
day
3. See “Appointment Scheduling Guidelines” for the appointment
lengths for each type of DVM appointment.
4. Do not “bunch” appointments unless the client is not able to come
in at the time you offer – Spread out appointments first and then fill
in later
5. Offer them TWO TIMES during that morning or afternoon that
works well for us. If they decline offer two more (if available). Do
not ask what time they want unless they insist.
6. Ask: “Have you selected pet insurance company?” Type on the
appointment if they have or do not have pet insurance
Left click on the appointment calendar time AND DOCTOR you want. Then right click > Choose. Type
the client name and pet name in the proper areas. Click Continue. Click on the correct pet if it asks you
to.
Tip: These are what the appointment colors mean:
Green = Block Off/Doctor is not available
Tan = Available appointment slots
Blue = Booked appointments
Gray = Checked-in, cancelled, or no-show appointments
The Appointment Box will pop up. The cursor will be in the Notes… section. This is where you will type
all relevant information regarding the appointment.
1. Date/Time stamp with your initials (Ctrl+D)
2. Enter the reason for the appointment BE SPECIFIC. Ask questions.
Document what the Client is telling you. The reason for the visit should be
nd
on ALL appointments, including rechecks. (examples: “Recheck ears” “2
opinion for knee problems”, “Exam to refill chronic meds”)
3. WRITE ON THE APPOINTMENT IF THEY HAVE OR DON’T HAVE PET
INSURANCE
4. Appointment length: Minutes-Use the arrow buttons to change the
appointment length to the appropriate length as outlined in the Scheduling
Guidelines Procedure (20, 30, or 40 minutes).
5. Once all appointment information has been entered click Done.
6. Thank the client for calling: “Thank you for calling us today, we will call the
day before your appointment as a courtesy to remind you about (‘s)
appointment. If there is a change in your schedule, please call us and we
can help you reschedule”
[30]
Quiz and Drill for “Appointment Making – DVM’s” (open book):
1. Why do we have this procedure? What would happen if we all did not follow it the same way?
2. When booking a new client do we enter them in as a client in AVImark BEFORE they get here?
3. When you get records on a new client that has yet to arrive where do you put these? When do
you enter them into the record?
4. Explain to your trainer when and how you ask about pet insurance. Role play. It should only
take 10 seconds to do this once trained.
5. Where do you put the note of whether or not the client has pet insurance?
6. Role play with your trainer using AVImark and an ACTUAL EXISTING CLIENT and pretend NEW
CLIENT:
a. The Trainer pretends to call acting as that client. Trainee “answers the phone”.
b. Book AT LEAST TWO appointments using the right questions – two different reasons,
two different doctors. (note: Book these on at least one day ago. This way it does not
freak out the staff and doctors when appointments are showing up and disappearing.)
c. Show your trainer the booked appointment before moving onto the next one.
d. Delete the appointment(s) in AVImark.
e. Your trainer deletes the fake new client
7. Get a pass and sign off when both you and your trainer are certain you can and will book clients
this way in less than 3 minutes on each one.
[31]
19010 – Appointment Making – Grooming
Results Statement: Grooming appointments are made at a time convenient to the client and for the
appropriate length of time. The grooming appointment date and time is best
for the pet, client, hospital and doctor. The client is satisfied with the date and
time. The client shows up on time.
Responsible Position: Receptionist
EXISTING Client:
Ask: “May I have your name and your pet’s name?”
Ask: “What will be seeing ____ for?”…….”One moment please while I pull
up his/her record.”
Pull up record look to see if it needs to be seen by a particular doctor
Ask: “Do you have a groomer preference?”
- OR -
[32]
NEW Client: Ask: “May I have your name and your pet’s name?”
Go to the Appointment Calendar
Find the appropriate location and time, left click, then right click > New
Client
**IMPORTANT: We only schedule ONE HALF-PRICE GROOM PER DAY, PER
GROOMER unless other directed.**
NOTE: If the new client above has multiple pets, the groomer will likely
take them all the same day. Ask the groomer before booking.
Fill out the appropriate section of the appointment including the phone
number.
Click the “New Client” button.
Tell the client the actual TIME they are to ARRIVE (which is 15 minutes
before their appointment!). For example if they are booked for 1:30 PM tell
them we will see them at 1:15 PM. Don’t say 1:30 again!
When you get records on this patient/client before they arrive put these
records into the “new client binder” in alphabetical order.
We will enter them in as a client AFTER they get here!
b) Do NOT enter the client into AVImark. Only enter them on the
appointment calendar until they arrive.
Ask: “What type of groom will be getting for (pet’s name)?” You will need this
information to know how long the grooming appointment is scheduled for.
OFF-PROCEDURE?....When would/should you enter the new client info into
AVImark BEFORE they get here?
There are times when it is obvious that entering the client into the computer
BEFORE they get here is good. On these cases (~10% of the time) it is best to
enter the client info first, scan records, attach, make estimates, etc. This should
save everyone time.
Entering ESTIMATES on New Clients:
In most all new client cases you DO NOT NEED to make an estimate until after
they arrive. This way you have a better idea of what we will be needed to do for
their pet.
When you need to make an estimate on a new client the day before they get
here use the “over the counter” client just so you have something on paper.
[33]
To Schedule the Groom:.
Ask: “Is there a particular day you would like?
If they pick a day that is already full go to the NEXT available day
that has an opening.
For grooming it is best to fill grooming slots starting at the beginning
of each day and filling immediately one after the other until the
slots are full. This is different than scheduling DVM appointments.
Schedule in accordance to available open slots
a. 10-minute slot is for Grooms (1) – Example: Dachshund Flat
Coat
b. 20-minute slot is for Grooms (2) – Example: Felines
c. 30-minute slot is for Grooms (3) – Example: Standard Poodle
d. Note: Cat grooms that require sedation need different
scheduling. See procedure under “Feline Grooms”.
Left click on the appointment calendar time AND GROOMER you want. Then right click > Choose. Type
the client name and pet name in the proper areas. Click Continue. Click on the correct pet if it asks you
to.
Tip: These are what the appointment colors mean:
Green = Block Off/Doctor is not available
Tan = Available appointment slots
Blue = Booked appointments
Gray = Checked-in, cancelled, or no-show appointments
[34]
The Appointment Box will pop up. The cursor will be in the Notes… section. This is where you will type
all relevant information regarding the appointment.
Date/Time stamp with your initials (Ctrl+D)
Enter the type of grooming appointment
Once all appointment information has been entered click Done.
Remind new client that pet(s) must have the following current vaccinations
and negative fecal test within the last year in order to board. This is required
for their pet(s) safety and the safety of other pets.
If not current: Offer that we can:
o Have a complimentary new patient doctor exam here. We can
update the vaccine(s) and/or fecal while they are boarding.
**** IMPORTANT: IF THE PET IS DUE FOR SERVICES IN ADDITION TO THE GROOM MAKE
SURE THEY KNOW NOW!! OFFER TO GO OVER WHAT IS REQUIRED AND THE
APPROXIMATE COST NOW WHILE BOOKING!! WE DON’T WANT TO SURPRISE THE
CLIENTS WITH EXTRA SERVICES AND COSTS AFTER THEY ARRIVE! ****
or -
o The client can bring in or send ahead of time proof of vaccinations
and a negative fecal test within the last year.
- Dogs:
- *Current Rabies + Distemper, Parvo, Parainfluenza + Leptospirosis + Bordetella
- Fecal – negative test within the last year
- Cats:
- *Current Rabies + Feline Distemper + Feline Leukemia
- Fecal – negative test within the last year
- * Note: See separate procedure for vaccine guidelines or see AVImark reminders for
that individual pet after vaccine history is entered
Thank the client for calling: “Thank you for calling us today, we will call the
day before your appointment as a courtesy to remind you about (‘s)
grooming appointment. If there is a change in your schedule, please call
us and we can help you reschedule”
[35]
Quiz and Drill for “Appointment Making – Grooming” (open book):
1. Why do we have this procedure? What would happen if we all did not follow it the same way?
2. When booking a new client do we enter them in as a client in AVImark BEFORE they get here?
3. When you get records on a new client that has yet to arrive where do you put these? When do
you enter them into the record?
4. Role play with your trainer using AVImark and an ACTUAL EXISTING CLIENT and pretend NEW
CLIENT:
a. The Trainer pretends to call acting as that client. Trainee “answers the phone”.
b. Book AT LEAST TWO grooms using the right questions Show your trainer the booked
reservation before moving onto the next one.
c. Delete the grooming appoiontment(s) in AVImark.
d. Your trainer deletes the fake new client (you may need to get an exec for this)
5. Get a pass and sign off when both you and your trainer are certain you can and will book clients
this way in less than 3 minutes on each one.
[36]
19012 - Appointment Making - Surgeries
Results Statement: Surgery appointments are made at a time convenient to the client and
for the appropriate length of time. The surgery appointment date and
time is best for the pet, client, hospital and doctor. The client is
satisfied with the surgery appointment and shows up on time.
Primary Responsible Position: Receptionist
Differences from Regular Appts:
a. See “Appointment Making – DVM’s”. It is the same procedure with
the following differences:
i. Unless otherwise instructed surgeries must be dropped off
by 7:30 AM.
ii. Pets must also NOT be offered food or water after 10 PM
the night before.
iii. All surgeries must be scheduled for the right time we expect
will start and for the correct LENGTH OF TIME. See
“Scheduling Guidelines…”.
iv. There is NO NEED for block-offs on the surgery column as
we used to do in 2015 and early 2016.
How to book Surgeries:
1. All surgeries must be scheduled for the right time we expect will
start and for the correct LENGTH OF TIME. See “Scheduling
Guidelines…”.
2. Create a new APPOINTMENT:
3. Include surgery type in the “notes” section of the appointment
window
Note: We call ALL surgeries to confirm, even if they confirmed online. We do
this to assure they come in between 7-7:30 AM and the pet does not
have food after midnight the night before. Water is okay!
[37]
Quiz and Drill for “Appointment Making – Surgeries” (open book):
1. Why do we have this procedure? What would happen if we all did not follow it the same way?
2. Role play with your trainer using AVImark and an ACTUAL EXISTING CLIENT and pretend NEW
CLIENT:
a. The Trainer pretends to call acting as that client. Trainee “answers the phone”.
b. Book AT LEAST TWO surgeries using the right questions Show your trainer the booked
reservation before moving onto the next one.
c. Delete the surgery appoiontment(s) in AVImark.
d. Your trainer deletes the fake new client (you may need to get an exec for this)
3. Get a pass and sign off when both you and your trainer are certain you can and will book clients
this way in less than 5 MINUTES on each one.
[38]
19012.2 – Appointment Prepping; Board, Groom, Drop-Off
Results Statement: To save time for both receptionists and clients by printing the required
forms for each type of services at one time (Boarding, grooming and
drop-off services).
Primary Responsible Positions: Receptionists, Check-Out Receptionists
When: Daily by 2 PM for tomorrow’s boarders, grooms, and drop-offs
How:
1. Log into AVImark
2. Pull up calendar b clicking on “calendar” icon or F9 to bring up the
calendar
3. Choose the day you want
4. Click on Print tab at top of screen
5. Choose print appointments
6. Drop down on Facility and choose which area you want to print
documents
7. Ensure “Include Block offs” is checked
8. Double click on “Document Name” to open the folder:
9. Select on Legacy Vet Documents
10. Choose which document needed (grooming forms, boarding forms,
medical release form)
11. Then choose print
12. This will now print all the forms for the assigned area on the
calendar. Sort out the paperwork for each client/patient and paper
clip together. Do this for each assigned area
13. See creating Txt Plan procedures on how to make
14. Once treatment plans and documents are printed. Go to each
appointment to time stamp and notate “est and docs printed”
Drill/Quiz for “Appointment Prepping; Board, Groom, and Drop-Off”:
1. Why do we have this procedure? How does it help you?
2. Who is responsible for completing this task? When?
3. Demonstrate the procedure for your trainer printing documents for one of tomorrow’s
actual appointments for boarding, grooming or drop-off.
[39]
19013 – Appointment Requests by Demandforce
Result Statement: To provide convenient and easy ways for all clients to request
appointments, even when we are not open.
Primary Responsible Position: Receptionist
When:
Throughout the day, everyday.
We also assure all requests are handled when completing both reception
AM and PM checklists
How:
1. Reception email should have all appointment requests sent to them.
2. Log into Demandforce
3. Look for ALL appointment requests that not yet been handled.
4. If the day and time the client requested works:
a. Click “Accept”.
b. Add it to AVImark as you add all other appointments.
5. If the day or time the client requested does NOT work:
a. CALL the client NOW. Schedule a time that works. Add it to
AVImark. Change the date/time in Demandforce.
b. If you cannot get something scheduled with the client click “delete”
in Demandforce.
c. If you have to leave a voicemail:
i. In Demandforce click “reschedule”
ii. In Demandforce add a note on the appointment request.
iii. In AVImark add a follow-up and post to the patient record
about you leaving a voicemail….as you would if you called
the client for any other reason.
[40]
Drill/Quiz for “Appointment Requests by Demandforce”:
1. Why do we offer appointment requests by Demandforce? How does it help clients and us?
2. When do receptionists handle appointment requests?
3. Show your trainer you can log into Demandforce.
4. Show your trainer where the appointment request list is.
5. Pretend “Practice Client” in AVImark just requested an appointment online for one of the pets.
a. What do you do?
b. Show your trainer exactly what you do if you have to leave a voicemail.
6. Get a pass when BOTH you and your trainer are confident you know how to easily do all the
steps.
[41]
19014 – Appointment Types
Results Statement: To achieve an understanding all the various appointment options all clients have.
Primary Responsible Positon: Receptionist
1. Regular Appointments: Scheduled in AVImark in advance. Client shows up on time.
2. Walk-ins: Client walks in with pet WITHOUT having scheduled in advance.
3. Urgent Care Visits: Proper appointment length not available, but we need to see the pet.
NOT an emergency. THE CLIENT WAITS while we work them in.
4. Emergencies: A doctor must see the pet immediately. Three different types, all treated the
same.
5. Drop-Offs: Pets are dropped off for services, in most cases before noon. We call when they
are ready.
6. Surgeries: Pets scheduled in advance and dropped off by 7:30 AM.
Drill/Quiz for “Appointment Types” (Open Book):
Why do we have these different types of appointments?
Explain, in your own words, what each type of appointment is.
Explain when you would use the urgent care visit. What would you say to the client?
What do you do when we have a walk-in?
[42]
19016 – Attaching Reports and Records to Patient Files
Results Statement: To assure our patient records are kept complete by promptly
downloading any reports or records from other vets. These
reports are attached in a way that any staff member can view
them at any time from any computer.
Primary Responsible Position: Receptionist
How: Reports are typically received through:
i. reception@legacyvet.com
ii. Fax Machine (paper copy)
Reports are typically in PDF Format (including paper copies
scanned by us):
o Log into email
o Open attachment (or scan the document if it’s a paper copy)
o Remember the patient name & client last name
o Close Document
o Right Click on the PDF Document in the e-mail
Click “Save Target As”
Select Scanned Records in Avimark1
Rename Document to Patient Name & Client Last
Name + Current Date (Example: Snoopy Julius
06272003)
o In Avimark pull up the patient record
o Identify AVIMARK Treatment line in patient record where
the PDF document can be attached. For example:
Antech Requisition
ECG Pre-Op
Ultrasound/Xray
[43]
o Right click and select File Attachments
o Select the Icon with Paper + above the word “icon”
Description – State “Labwork/Imaging/ECG Results”
Filename – Select ….. button to find the report that
you wish to attch
Scroll down Scanned Records to locate
record
Highlight document
Select Open
Note Filename now shows Link
Select OK
Close History File Attachments
[44]
Demonstration/Drill for “Attaching Reports and Records”:
1. Explain the results statement in your own words. What does it mean to you?
2. Why would you need to do this? What is the purpose?
3. What would likely happen if everyone did not download records and reports
this SAME way? If you did not do it DAILY?
4. Open any pet under “Practice Client” in AVImark. Enter a treatment of “Review
Medical History”.
5. Draw a smiley face on a piece of paper. Scan this page, rename it appropriately
and attach it to a patient record under “Practice Client”. Make sure it works and
took less than 10 minutes.
6. Sign off when both trainer and trainee knows it’s done right.
7. Delete the scanned image from “AVImark1” and from the patients record.
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19018 – Care Credit Payment Plans
Result Statement: To offer a fair payment arrangement for our clients who wish to
get vet services for their pet(s) but cannot afford to pay in full at
the time of service. This payment assures the hospital gets paid
for services provided while not having to “decide” if the client
should be allowed to pay later.
Primary Responsible Position: Client Coordinator
Participating Positions: Receptionists, Dept. Heads, Execs
How Clients Apply (2 ways):
Clients’ Personal Cell Phone:
1. Go to carecredit.com
2. Click on the "apply" button
3. Enter in "Kent Julius" in the first field under "select doctor" and a drop down list will
appear of different business'.
4. Select Dr. J Kent Julius, DVM and hit search
5. Select the hospital "Kent Julius Veterinary Services" and click on the "apply" button next
to it.
6. Our client fills out all appropriate fields then STOP and get staff member
7. Our Staff member makes sure everything is correct and you verified the client has a
valid Driver’s License.
8. Our Client clicks continue.
9. Submit Application.
10. If declined: Care Credit will email directly to the owner the reason why.
11. If approved: the owner CAN use the card immediately. The card will be mailed to them
later.
12. Have owner show you on their phone if approved. You will need the Care Credit
account number and approval amount.
By Using Our Computers: If client is unable to apply on their phone.
1. Walk them into the exam room
2. Have them complete on our hospital computer.
3. Our staff member will pull up care credit on our computer and complete steps 2-4,
4. Our client fills out all appropriate fields.
5. Direct client to come get staff member to verify all information is correct and you have
verified a valid they have a valid driver cicense before submitting application.
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Receptionists or Client Coordinator:
1. Write down ON PAPER the approval amount and account
number.
2. Under Google Chrome type in carecredit.com
3. Click on Login and select “Providers”
4. Another screen will pop up. Username and Password is
automatically loaded. Click Log-In
5. On the Care Credit Website: Go to Transact – Process
Transaction – Select Purchase
6. Enter approved Care Credit Card Number and Continue
7. Follow instructions as they appear.
8. Select the Promotional Financial Option
a. Standard Terms – Purchases under $ 200 – doesn’t
qualify for promotion
b. 6-Month Interest Free – Purchases $200 up to $1,000
c. WE DO NOT OFFER 0% INTEREST FOR ANYTHING OVER
6 MONTHS.
d. Extended promotion available –Minimum $1,000 or
more – terms available for clients are 24, 36, and 48-
month at higher interest rates for longer terms.
9. Care Credit Approval: Print 2 copies.
10. Go to AVIMARK:
11. Go to Clients account. Select the $+ and “select the release
button”
12. The pink pop up window will appear. Select Care Credit as
payment method
13. Enter the Doctor for the services provided
14. Press Ok
15. Print two copies of the invoice
16. Have owner sign one copy of the Care Credit Purchase Invoice –
attach signed copy to the AVIMARK invoice and file in the
reception area drawer labeled “Care Credit Invoices”
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