Receptionist

Guidelines:


 All exams, medical procedures, and lab tests will be coded as the doctor’s initials.
 During the exam or medical procedure if the pet gets treatments or prescriptions (like a nail
trim, ear cleaning, anal glands expressed, food, or over the counter products) all items are
coded with the doctor’s initials.
 If an established patient comes in for a Bordetella vaccine without an exam or medical
procedure, the code will be the surgery doctor’s initials. If the surgery doctor is out of the office,
the code will be the initials of the doctor on duty.
 If a client comes to pick up a medication refill, the code will be the first letter of the doctor’s last
name plus RX. For example, a refill for Dr. Julius is JRX, Dr. Traxler is TRX, and etc.
 When a client comes in to purchase prescription food, the code will be the surgery doctor’s
prescription initial (JRX, TRX, & etc.). Pro Plan foods are coded as DO.
 When a client comes in to purchase over the counter products such as shampoo, pill pockets,
brushes, and etc., the code is DO for drop off.
 Grooms are coded as the groomer’s initials who did the groom.
 Lo-shed treatments, baths, bath packages, brush teeth, brush outs and the Perfect Pooch
Package are coded as DO.
 Nail trims, anal glands, and simple ear cleanings that are not with an exam are coded as DO.
 Boarding, daycare, playtime, and extra walks are coded as BRD.





Drill and Quiz for “Reconciling Transaction Journal”

1. Why do we do this procedure? Why this way? What would happen if we did not?
2. Print a transaction journal for today. Find and correct one inaccurate entry based on the
guidelines.
3. Print a new transaction journal afer.
4. Where and when do you do this? Where to you put the final transaction journal. SHOW your
trainer where.



















[148]

19092 – Referral Program


Results Statement: To assure we have a steadily growing number of patients and a growing
number of active clients. We do this by encouraging all of our clients to
happily refer their friends and family to us.



Primary Responsible Position: Client Coordinator (receptionists and all others participate daily)

Other Positions w/Procedure: Receptionist

Why: If we have added value to the lives of our client and their pet they
would be happy to have their friends and/or family’s pet get the same
help from us. In addition, the referring client will get a $20 credit.
Ultimately this will assure we grow the number happy clients and pets
whose lives are improved because of us.


When: No satisfied client EVER leaves our hospital without being asked if they
know of others we can help and informed of our great referral program

What: Immediately after every client is checked out (see check-out procedure
under receptionists we do TWO things BEFORE every client exits!

1. Book their next visit NOW in a friendly helpful way (see check-out
procedure)
2. Encourage referrals of their friends and family. We do this in a way
that makes them happy to tell others.

































[149]

How: Staff: “How was your visit?”

Client: “Great! Everyone loved my dog.”

Staff: “Great! We have found that people who need veterinary care
tend to think of others who also need vets. Do you have any friends or
family with pets that we may be able to help?”

Client: “Maybe.”

Staff: “Who?”

Client: “Well my neighbor has a dog that limps all the time.”

Staff: “We would love to help her! Give your sister this card (hand her
the card). She will get a free exam and 50% off her pet’s first groom.
You will get a free gift.”

When you refer someone to us, you’re helping a pet that needs a
home. For every referral we get, we donate to the [local shelter
supported by your hospital]. So not only are they assured of the best
possible service and care, but they’ll also be helping needy animals
find a home.”


Staff: “Let us know you need any additional cards. Thanks!”





































[150]

What if’s:



1. What if the client does not answer the first question as COMPLETELY SATISFIED TO
THE POINT THEY WOULD TELL OTHERS? Or you can tell by looking.

Answer: Ask them what we could have done better. Find out what the problem
was. Fix it or refer them to management NOW. DO NOT ASK FOR REFERRALS OR
GIVE THE CARD

2. What the visit was a euthanasia?

Answer: DO NOT ASK FOR REFERRAL OR GIVE THE CARD.

3. What if the client is still very concerned about their pet due to an emergency or
poor diagnosis?

Answer: DO NOT ASK FOR REFERRAL OR GIVE THE CARD.

4. What if the client only came in to pick up pet food, or meds?

Answer: Follow the procedure starting at question two.

5. What if the client seems reluctant to call their friend to them about it?

Answer: Offer to have one of our staff or doctors call their friend or family for them.
We will still give this client the referral credit. We just want to help more pets.

6. What if the client seems reluctant to give you their friend or family member’s
name?

Answer: Don’t be pushy. Give them the card and tell them about the program with
the last statement.



Memorize: Memorize the three questions and the statement to be able to use comfortably in your
own words by memory.

1. How was your visit?
2. Do you have any friends or family with pets we may be able to help too?
3. Who?
4. We have a great referral program. Give your sister this card (hand her the card).
She will get a free exam and 50% off her pet’s first groom. You will get a $20
credit on your account









[151]

Drill/Quiz for ‘Referral Program:

1. Grab one referral card in the slide-out cardholder.
2. Memorize the three questions and one statement in your own words to be able to use by
memory.
3. Why do we have this procedure? What would happen if we did not have it? If we only did it like
half the time?
4. How does this procedure help YOU?
5. Role play with your trainer with the trainer acting as the client. Go through various role of
happy clients.
6. Role play as if the visit was a sad client due to euthanasia visit....or an angry client. Role play
exactly what you would say and do
7. Get a pass when you and your trainer are 100% confident you will do this procedure every time
every day…and proven you want to.


























































[152]

19094 – Reproductive Specialty Services




Results Statement: To provide specialist reproductive services for our clients and patients,
both routinely and for emergencies.




Primary Responsible Position: Receptionist



Repro Emergencies: If a client is calling with an EMERGENCY situation, proceed with normal
emergency protocol. If the patient needs Dr. Cohen’s immediate
attention please take down all of the client’s information and call Dr.
Cohen (325) 201-8030. Offer client an emergency appointment with
current doctor receiving appointments.



What to do: When taking a call from a current or prospective repro client they will
fall into one of the two following categories

1. Dr. Cohen is IN the office right now, or will be in the office later
that day
a. Call back to Dr. Cohens’ desk (extension 1021) to see if she
is available, if unavailable take a message as per normal
protocols.
2. Dr. Cohen is NOT in the office today
a. Take a message from client and let them know that Dr.
Cohen will get in touch with them at her earliest
convenience.
b. Do not tell clients that Dr. Cohen will not be back in the
office for several days, as this may upset the client.
c. Forward message to Dr. Cohen via either
i. Email – [email protected]
ii. Text – (325) 201-8030
d. Information to include in message – Clients name, contact
information, breed of dog, reason they are calling, any
other pertinent information given by client.




Drill/Quiz for “Reproductive Specialty Services:

There is no need for a quiz or drill on this procedure. Receptionist use for reference when needed.



[153]

19096 – Returns




Result Statement: To assure client satisfaction by allowing clients to return products for an
exchange or refund



Primary Responsible Position: Receptionists

What we CAN do: We ALLOW returns for ALL products clients are not completely satisfied
with. We exchange the product(s) or give the client a refund

What we CANNOT do: We cannot re-prescribe OPENED prescriptions (pills, open packages,
etc.). We still give refunds. If the prescription is still factory-sealed we
CAN re-prescribe it (heartworm preventatives, pre-packaged pills, etc.).

How to do it:
If it CAN be returned and re-sold:
1. Enter it into the same client as a NEGATIVE quantity for what is
being returned.
2. Post to the client’s record and either refund their money on the
card they used or leave as a credit on their account, whatever the
client prefers.
3. Restock the shelf so it can be re-sold

If the product CANNOT be re-sold (opened packages, opened pet
foods, etc.):
1. Enter a Treatment of “Misc Fee” for the negative dollar amount
they spent on the product.
2. Post to the client’s record and either refund their money on the
card they used or leave as a credit on their account, whatever the
client prefers.
3. Post a follow-up to the patient’s record stating the reason for the
return.
4. Write a note for inventory manager of the reason for this return.
5. Tape the note to the returned item(s).
6. Place the note and item(s) on the labeled “returns” shelf in the
associates office.
Drill/Quiz for “Returns”:
1. Why do we have the procedure?
2. Go to “practice client” and show you trainer what you do to return an item that can be re-sold
and one than cannot be re-sold.
3. Show your trainer the “returns” shelf in the associates office.





[154]

19098 – Revolution Free Doses and Reimbursement





Result Statement: To provide great client discounts by offering 2 free-doses of
Revolution with purchase of six-month supply, or a twelve-
month supply for the cost of 9 (3 free doses). This procedure
assures we offer the discount properly AND are fully reimbursed
for these free doses monthly.




Primary Responsible Position: Receptionist

How:

 Print THREE receipts every time a client purchases a 6-month supply or 12-month supply.
o One for the client
o One for the daily invoices/receipts
o One is to be placed in the folder for Revolution. This folder is found in the bottom right
drawer of the reception desk behind the receipt folder.
th
 By the 5 of EVERY MONTH a receptionist will collect all of the receipts from all of last months
(same folder listed above).
o Go to www.revolutionfreefirstdose.com .
o On the left side of the web page under Clinic Login enter the account number and the
zip code.
o Account number- 02479512
o Zip code- 75034
o Once the page changes, select “Revolution Reward Request”
o On the Information form: Enter the following information for EACH client:
 Owner’s First and Last o Promotional Detail (Select the
name appropriate answer in drop
 Address down box.)
 City o Pet Type
 State o Size of Revolution Purchased
 Zip Code
 Phone number
 Pet’s Name
 Purchasing date





[155]

o Click the “Submit order” on the bottom right.
o Repeat the steps for each receipt you have for that month.
o Click on the button on the bottom right of the page stating “Complete Session”.
o A pop-up window will ask if “Are you sure you want to leave this page?”, click the “Yes”
button.
o There will be a printer icon in the center of the page. Click the icon to open the printer
menu. Click the print button to print a receipt of all the entered dosages.
o Staple the printed pages together and place in the Director of Administration’s box by
th
the 10 of each month.
o Post a new follow-up - Client: Kent Julius, Patient: “Revolution” with the title
“Revolution Reimbursement” with your date/time stamp
o Initial the receptionist checklist with your initials on the line revolution reimbursement


Drill/Quiz for “Revolution”:

1. Why do we have this procedure?
2. What would happen with our clients if we did not have it? Would they buy more meds
elsewhere? Would that be better for their pet?
3. What would happen with the hospital if we did not do this? What would happen to the funds
available for pay and raises?
4. Show your trainer where the folder for the invoices are kept.
5. Run through a practice client selling one 6 month supply of Revolution. Show your trainer
where you put various invoices. Show your trainer how many doses you give the client overall.
You can use demo pieces for this.
6. Do the same with a 12-month supply.
7. Run through a practice run of getting on the website above and doing a pretend client, do not
hit submit. Show your trainer where you would post the follow-up. Show your trainer where
you would initial on the receptionist checklist.
8. Get a pass when your trainer knows you can do this independently.
























[156]

19099 – Special Orders




Result Statement: All special orders are ordered and available to the client when the
product arrives. This ensures the clients and pets receive high quality
customer service.







Primary Accountable Position: Inventory Manager

Participating Positions: Doctor, Department Heads, Execs

Note of Interest: In many cases, it will save everyone time, including the client, to NOT
order through us. Call in the product to a local pharmacy (compounding
pharmacy) or our online pharmacy. In these cases, we don’t have to
order, price, or receive anything. The client will get it themselves or get
it delivered to their home.

If you do the above, you can skip all these steps below.









































[157]

How to Place Special Orders:



When a client makes a special request for food or other items:


 Get a Special Request Form located in “Forms - Misc” on “staff
shares” under “Procedures Manual (date)” on all computers.
 Complete steps 1-5 on the form










































 Reception:
1. Informs client that our inventory manager will call them
back client to verify the price and expected date of delivery.
2. Places the form on the Special Order board (located to the
right of Dr Julius’s office)
 Inventory Manager:
1. Check the board and place special orders DAILY (on the days
he/she works, even in another role), with the exception of
food. Food orders will be placed on Tuesdays.
2. Get full payment by phone before ordering.
3. Post this payment to the account as a pre-payment/credit
to their account for the full amount.

[158]

4. Notify client of the expected time of food order as they will
be longer. Call the client or tell them in person TODAY!!
 In some cases, a doctor, manager, or exec may need to order this
product if the patient needs it earlier and the inventory manager is
not working. They still follow these same steps.
 Inventory manger places the order:
1. Complete steps 6 – 8 on the form
2. Re-post on the Special Order board
 Receiving Orders
1. Complete step 9 on the form, note in client’s account in
AVImark
2. Tape Special Order Form to Product
 Remove Special Order form from product when client has picked
up. (Every needed documentation is already in the patient’s file by
using the above steps.)

How to Price it and Enter in AVImark:

In most cases, non-compounded items will need to have a NEW item
put into AVImark with proper cost and price and order qty of zero.

For compounded drugs, Roadrunner Pharmacy for example, enter a
treatment on the patient record of “8056 Misc Fee”. Change the name
to the correct name and size/strength. Change the price to the accurate
client price (generally 2.5 X cost).

What if client doesn’t pick up:



1. Between 7-10 days after initial call (telling the client that
nd
the we have the product in stock) the 2 call will be made
(Step 10)
a. Receptionist will contact owner
b. Annotate and post client communication in
AVImark
rd
2. Between 10-13 days owner after initial call the 3 call will
be made (Step 11)
a. Receptionist will contact owner
b. Annotate and post client communication in
AVImark
3. After 21 days:
a. Receptionist will notify Inventory Manager of
products not picked up
b. Inventory Manager will:


[159]

1. Return to Stock – items that we already
regularly stock (has and “order qty”)
2. Return to Vendor – items that are not
regularly stocked (has “order qty” of ZERO
in AVImark).






































































[160]

Drill for “Special Orders”:
1. Where are the Special Order forms kept?
2. Demonstrate how to print the form.
3. Where does the Special Order form go for the Inventory Manager to be able to see that there’s
a requested item?
4. When does the Inventory Manager check the Special Order board for orders? How often?
5. After the inventory manager finds the special order form what do they do? If they call the client
what do they do?
6. Do we get payment now or later? When? How? Do we put the charge in as a pre-payment or
with the item as if they already go it?
7. Why is it important all sections of the form are completed?
8. Why/when would a special order be return?
9. Why do we have special order procedure?
10. Demonstrate printing form, pretending we have a special order through all steps.
11. What happens if we don’t do this procedure completely?






















































[161]

19100v – Sympathy Letters





Result Statement: Every client who has a pet in our records is mailed a SINCERE
PERSONAL sympathy letter from us within 5 days of their pet’s
passing. This letter makes our clients feel comforted knowing
we care about them.

Primary Responsible Position: Receptionist

How and When:
They day we are aware of the pet’s passing:

1. A FOLLOW-UP labeled “Mail Sympathy Letter” is added to
that pet’s record due in ONLY 3 days.
2. Receptionist pulls out one page of our sympathy paper and
adds it to the printer.
3. Receptionist prints the “Sympathy” letter (located in
AVImark1) through AVImark under the patient’s record as
with printing other forms.
4. Receptionist hand addresses a matching sympathy envelope
addressed to “The (last name) Family”
5. Receptionist places the envelope and letter in the
treatment room on the counter in the treatment room just
to the left of door closest to the tech board.
6. All available staff signs the sympathy letter at their
convenience over the NEXT 3 DAYS ONLY, NO LONGER.

3 days later:
1. Receptionist see’s the follow-up due (listed above), grabs
the envelope and letter, takes in up front, seals and stamps
the envelope and puts it in the mailbox in the front of the
building.
2. This happens even if every doctor and staff member has
NOT had time to sign it. If we wait more than 3 days to mail
the letter it will be acting as opening an old wound for the
client.
3. Receptionist then (and ONLY then) posts the follow-up that
it was done along with a date/time stamp.

What Sympathy Letters are NOT: The letter does make our clients feel:
 That we are opening old wounds OR
 That we are sending an impersonal “form”
letter.
They know we understand and we care.


[162]

[163]

Drill/Demonstration on Sympathy Letters:

1. Why do we do this procedure? Why this way? Why this number of days?
2. What would hapeen if we didn’t do this procedure? What if we did it differently?
3. How long after we are aware of a pet’s passing is the sympathy letter mailed?
4. Print a sympathy letter and hand address an envelope on a previously deceased patient in
AVImark.
5. Show your trainer where you will put this envelope and letter.
6. Where/how will you get this envelope stamped to mail? Where do you put it?
7. Show your trainer how you post a follow-up and when.































































[164]

19102 – Scheduling Guidelines for DVM’s and Surgeries
Note: This is a procedure for reference only. It is not needed to be memorized or trained on.

Testing Drop Fasting?
DVM Appointment Scheduling Off?

Guidelines Fructosamine No No


10 20 30 40 ACTH Stim Yes Yes
Minute Minute Minute Minute CBC/Chem17/Lytes No No

Remove Drain All New Clients
Tube Annual Pre-op New Puppies & Thyroid Testing (T4, 4 Hours No
Bandage Exams appts. Kittens Free T4) Post
Replaced by Dr Vaccinations Check Lump All Skin & Ear Meds
Release appt. Check Paw Coughing Problems
w/ Dr Check Bloody Stool Disoriented; Blood Glucose Curve Yes Yes
Technician Limping Diarrhea Lethargic
Appts: Health Vomiting Can’t Walk Blood Glucose Check No No
Nail Trims Certificates Check Eye(s) Trouble
Blood Draws Puppy Most Breathing Bile Acid Yes Yes
Allergy Boosters Medical Emergency or
Injections Re-Check Problems Urgent Care Low Dose Dex Test Yes Yes
Laser Exams A.D.R.
Treatment Ultrasounds Euthanasia
Adequan X-rays
Inject. URGENT CARE DROP SURGERIES
(arthritis tx) ER
Suture AFTERHOURS OFF
Removals EK Monday None Monday
Fecal Sample JRC Tuesday JRC Wednesday
Collection
Anal Gland JRC Wednesday EK Thursday
Expressed EK Thursday RYD Friday
Bordetella Ryd Friday
SQ Fluids
Tech Release
appt.




















[165]

Surgeries


20 Minute 40 Minute 60 Minute 90 Minute 120 Minute


Feline Neuter Canine Spay & Neuter Cystotomy

Simple Sedation Dental with Other
Ultrasounds Orthopedic Surgery
Procedures Surgery


Most Other
Feline Spay Amputation
Surgeries

Add 40 minutes to
Declaw
all Fit-In Surgeries


Mass Removal

Grade 1 Dental Grade 2 Dental Grade 3 Dental Grade 4 Dental

Spay/Neuter with Rads


Orthopedic Surgeries



Boarding Facilities

Boarding Type Weight Cost (Per 2 Dog in Same
nd
Limits/Requirements Night) Unit(Per Night)
Small Kennel Up to 20lbs See AVImark See AVImark
Large Kennel Up to 40 lbs
Run 40lbs and up
Luxury Suite Any Size (Feline and Canine)
ICU Any Size (Feline and Canine)
Cat Condos Feline Only
Daycare Any Size (Feline and Canine)













[166]

19103 – Treatment Plan Creating

Result Statement: To create an accurate treatment plan for various
pet’s planned/recommended services and items.

Primary Responsible Position: Receptionist

Participating Positions: Doctor, Tech, TA

Why not called “Estimates”: “Treatment plan” is more appropriately named as opposed to
something you may get at an auto repair shop.

How to Create a Treatment Plan:

1. Go to the patient’s chart. Review what is due in the reminders list as
well as review what the dog has been to us for recently. (if they have
been in at all)
2. Viewing the patient’s account in AVImark, you will go to the “estimates”
tab on the right upper side of the screen.
a. Right click in the Estimates box, and select “New”
i. Put a general description for the estimate in the
“description” line. ie. Exam, vaccine updates, limping,
bath, etc.
ii. Select the doctor who is seeing the pet, from the drop
down menu on the upper right.
b. A window will pop up; right click in the center of the window.
Select “new”.
i. Note: shortcut is F2 for a new entry on the estimate.
c. To search for items to enter on the estimate, type in the
description or the code to the item. (items are anything from:
exams, inventory items/products, or vaccines.
3. You can also right click and select “Choose”  “Estimate…”
a. You can select one of many options for packages you wish to
choose from. ie. senior wellness w/ vaccines, canine or feline
annuals, dental pre ops, etc.
b. See the cheat sheets below for items needed for different
common appointments.
i. Also make sure to add any item necessary from the
reminder list.
4. Once you have completed all the items necessary for the appointment
and due items from the reminder list, select the “print” button. (The
estimate will print and the window will automatically close.)
5. If the estimate is for the follow day(s), make sure you go to the
appointment on the calendar and note “estimate made and printed”.





[167]

When: Receptionists create a full treatment plan for ALL:
 Drop-Offs
 Boarding
 Grooming

For Doctor Appointments: Create a treatment plan that is for the appropriate EXAM ONLY
 Do not post the estimate when the pet arrives. Follow
procedure 21115 Travel Sheets.


COMMON TREATMENT PLANS: In most all of these cases it is faster and easier to go to
“Estimates” and “Choose”….not “New”. It will keep you from
forgetting certain things.

Ear Infection:
 Code 2301- Comprehensive Exam / Unless has had an exam within the last 24 days then use:
Code 2304- Recheck Exam w/in 24 days.
 Code 7040 - Cytology - ear with stain / Unless has had an exam within the last 24 days then use:
Code 7212 - Recheck ear cytology - w/in 24 days
 Code 2496 - Ear Cleaning - Medical SIMPLE
 Code 51139 - Oti-PAK E (per cc) (Okay to leave as quantity 1)

Urinary Tract Infection:
 Code 2301- Comprehensive Exam / Unless has had an exam within the last 24 days then use:
Code 2304- Recheck Exam w/in 24 days.

New pet but the owner wants the pet checked with their Veterinarian (Us):
 Code 2301- Comprehensive Exam / Unless has had an exam within the last 24 days then use:
Code 2304- Recheck Exam w/in 24 days.
 Code NEWCLIE : New Patient - Complimentary Exam

Vaccines: See vaccine protocol list. Every dog/cat is a different case.
 Code 2301- Comprehensive Exam / Unless has had an exam within the last 24 days then use:
Code 2304- Recheck Exam w/in 24 days.
 Depending on what vaccines each pet needs, you will add the due vaccines and lab work. (see
vaccine protocol procedure for guidance)


Limping:
 Code 2301- Comprehensive Exam / Unless has had an exam within the last 24 days then use:
Code 2304- Recheck Exam w/in 24 days.
 Code 5570 : Radiograph - Per Study (any # of views) – This will expand when selected, leave
expansion.
 IF the pet has had x-rays within the last 24 days for any reason, use the following charge instead:
 Code 5591 : Radiograph - Post op or Follow-up (24d) – This will expand when selected, leave
expansion.


[168]

Post Ops:
 Code EXAMPOST: Exam - Post Op Courtesy

Pre Ops:
 For Dentals ONLY: (be aware these are discounted prices)
o Code 2482: Pre-op Exam/Consult – included at $0.00
o Code 9910: Biohazard Fee (OSHA) at $___
o Code 4180: ECG – Preoperative at $___
o Code 4360: Pre-Op Screen / CBC - SA050 at $___

 Pre-Ops for other surgeries:
 Code 2482: Pre-op Exam/Consult – included at $0.00
 Code 9910: Biohazard Fee (OSHA)
 Code 4180: ECG – Preoperative
 Code 4360: Pre-Op Screen / CBC - SA050

“Bumps or Masses”:
 Code 2301- Comprehensive Exam / Unless has had an exam within the last 24 days then use:
Code 2304- Recheck Exam w/in 24 days.





Drill/Quiz for “Treatment Plan Creating”:

1. Why do we have this procedure?
2. What happens if you don’t know how to do this correctly? What happens for the client? For the
pet?
3. What types of things do receptionists make FULL treatment plans for the day before?
4. What do receptionists do for treatment plans on doctor appointments?
5. Go to the appointment calendar for TWO days from now.
a. Find three patients and make accurate estimates for them either using the “new” or
“choose” feature in AVImark. Do this in front of your trainer.
6. Get a pass when you can do three accurately in less than 5 minutes each. Do as many as it
takes to get it right.






















[169]

19104 – Urgent Care Visits




Result Statement: To assure that clients and pets that need us, even when we don’t have
immediately available appointments, are seen in a way that both is appropriate
for the pet and satisfies the client. We do this by giving the client several
options. They choose. We do this while keeping our SCHEDULED appointments
on time.


Primary Responsible Positon: Receptionist

Definition of URGENT: Often times a client calls or walks in with a pet that is NOT in an
emergency situation, BUT it still needs to be seen today within a time
we are already booked. This most often happens in an afternoon or
evening we are fully booked but a client has a NON-critical sick or hurt
pet.

When is it URGENT: By definition a pet that NEEDS to be seen TODAY even when are booked
would be considered “URGENT”. In some cases, it is urgent for the
client but not for the pet. We treat it the same in both cases.

What we do: First, we tell the client we would be happy to take care of their pet.
That’s why we are here! We let the client know that we are booked
with clients that scheduled earlier. We will need to see those clients on
time.

Second, we tell the client that if they need to see a doctor immediately
we can make their visit and emergency and follow the “Emergencies”
procedure. There will be an additional cost for this.

Third, we offer to see client IN BETWEEN or AFTER our scheduled
appointments. We will fit them in when the doctor has time. There will
be wait. We don’t know how long, but we will keep them informed. IF
THEIR VISIT STARTS AFTER CLOSING TIME WE CHARGE IT AS AN
“Exam/Consult – Urgent starting after hrs”.


Urgent vs. Emergency: These types of visits can be the most confusing when deciding if it is an
emergency or an urgent care. The basic thing to remember on urgent
care visits are that it’s NOT an emergency but we need to see the pet
TODAY…..AND we do not have enough available appointment time.








[170]

Urgent cares WITHIN 2 HOURS OF CLOSING:

Urgent Care fit-ins will turn into “EXAM/CONSULT - URGENT STARTING AFTER HOURS” exam fee if the
fit-in is going to START after hours. All urgent care fit-ins within 2 hours of closing will be well informed
that the exam fee may turn into an emergency fee if the doctor is so busy that they are seen after
closing. We will also give the client a good idea of when we think they will be able to be seen.

Note: Doctors can use judgment on this extra fee. In some special circumstances it may be more
obvious that it should be a regular exam, regular urgent care, regular recheck fee, etc. There should be
good judgment in these cases.

For example: If we had been treating a patient for pancreatitis for days for hundreds of dollars and the dog suddenly seemed
sick again 20 minutes before closing. They show up 1 minute before closing to have us look at their dog before we leave for the
night. In this case a regular recheck fee would probably be more reasonable….even though by definition this would be after-
hours urgent care. Judgment!

Urgent cares visits WITHIN 30 MINUTES OF CLOSING:

Our staff will ask a doctor for instructions on whether or not we can see the patient. Doctor will use the
best judgment in considering the care of the patient, success of the hospital, and NOT the personal work
schedule of the doctor or staff.

If a doctor advises we cannot see the pet, they MUST report to reason to the lay staff why we will not be
seeing the patient so they can relay this information to the client.








































[171]

Example cases:


A client calls at 6 PM and needs to be seen TONIGHT:
1. We are fully booked for the rest of the evening. This patient will START after hours. – the
patient needs to be seen as an emergency.
2. We have at least one 10 minute slot available in AVImark – The patient can be seen as an
URGENT care if we can finish before close AND they need to COME IN NOW! This allows us
to see the pet as soon as the doctor can. It is critical that the owner know that we are
working them in and there will be wait.
3. We have at least one 10 minute slot available in AVImark AND the patient appears to be
CRITICAL (cannot stand, cannot breath, seizure, etc). We will have a tech triage the patient
to determine if it needs to be seen as an emergency or urgent care. There may need to be
very blunt communication to the owner that their pet is in an emergency situation and must
be seen NOW. The client needs to be told how much the emergency exam fee is.

Three Examples of Good Judgment Calls:

1. It’s 7:55 PM. A patient who had a spay here earlier that day has went home and
chewed out the sutures. The owner called and said there is “stuff” hanging out
of the incision. WE SEE THIS PATIENT. See procedure “complications in care” to
determine potential client fees.
2. It’s 7:55 PM. It’s been a very busy day and we are not caught up. A new client
calls. Their 14-year old cat with diabetes for the last year has been getting
worse the last few days. Tonight when they got home it cannot stand. WE
RECOMMEND THEY GO STRAIGHT TO THE E-CLINIC. We tell the staff and client
the reason: It will almost certainly need a lot of tests AND hospitalization. It will
be better for the patient and client to do this process at one hospital instead of
two. We inform the client AND staff of this reason
3. It’s 7:40 PM. It’s been a busy day and we are basically caught up. One of our
existing clients calls. Their dog who we have not seen in two years is vomiting
and extremely weak. WE WILL SEE THE PET. THERE WILL BE AN EMERGENCY
FEE. If they arrive after hours they will have an after-hours emergency fee.
They will NOT have both fees. They may still need to be transferred to the e-
clinic after the doctor exam and diagnostic/treatment plan.

















[172]

Drill and Quiz for Urgent Cares:



1. Why do we have urgent care visits? How does it help the pets? The clients? The staff? The
hospital?

2. How much is and urgent care exam? Emergency exam? (show your trainer in AVImark)

3. Drill with your trainer on examples of when you would need to offer an urgent care visit. It is
okay to use the examples in the procedure. You get a pass when the trainer is confident you
know how to properly and courteously offer urgent cares.





























































[173]

19106 – Vaccine Protocols and Requirements





Result Statement: To assure patient safety for all pets by knowing and following the doctor
recommendations for pets while appropriately service clients without
any surprise costs


Primary Responsible Position: All doctors, execs, department heads, receptionists, Techs, and TA’s

Puppies: Every 3 weeks until 4 months old, Exam on first visit, Recheck on follow-
ups if within 24 days.

1. 5-8 weeks:
o DA2PPV (without lepto)
2. 9-11 weeks:
o DA2PPV (without lepto)
3. 12-14 weeks (or older and overdue for vaccines)
o DA2LPPV (with lepto)
o Bordetella – 1 year
4. 15-18 weeks
o DA2LPPV (with lepto) – ONE YEAR (same vaccine as 3 year)
o Rabies – ONE YEAR (same vaccine as 3 year)

Puppy Boarding: All puppies can be boarded if current on vaccines AND
IF NOT completed with all puppy shots. If all puppy shots are not
complete they must:
 Have a bordetella vaccine NOW
 Be walked on the smaller concrete section of the boarding are, NOT
on the grass.

Fecals: LAST TWO fecal exams must be negative before going to yearly

De-wormings: 2 routine de-wormings 2-3 weeks apart from a vet. We
use Drontal Plus

Heartworm and Flea/tick Prevention: single dose every 3 weeks until
last puppy visit. ALWAYS get 6 month or more on last puppy visit.

** There are changes based on certain parasites, certain vaccines
previously given, weight of puppy, diseases, etc. The DOCTOR may
make changes to the above protocols based on many of these factors.


[174]

Adult Dogs: ANNUAL EXAMS ARE REQUIRED WITH DA2LPPV, LEPTO, OR RABIES.


On YEAR ONE dogs come in for:

1. DA2LPPV
2. RV
3. BV
4. Fecal test
5. Hw test
6. Blood panel (K9 Early Detect if 1-6 yrs, Sr.Well if 7 or over)
7. ANNUAL EXAM WITH DA2LPPV and/or RV.



On YEARS TWO AND THREEE dogs come in for:

1. LEPTO* - WITH ANNUAL EXAM
2. BV
3. Fecal test
4. Hw test
5. Blood panel (K9 Early Detect if 1-6 yrs, Sr.Well if 7 or over)
6. ANNUAL EXAM IS WITH THE LEPTO VACCINE

*Dogs that have had a routine exam in the last 24 days do NOT need
another exam to get the 2-3 week BOOSTER lepto vaccine






































[175]

Kittens: Every 3 weeks until 4 months old, Exam on first visit, Recheck on follow-
ups if within 24 days.

1. 5-8 weeks:
a. FVRCP
2. 9-11 weeks:
a. FVRCP
3. 12-14 weeks (or older and overdue for vaccines)
a. FVRCP
b. Feline Leukemia – First/12-14 weeks
4. 15-18 weeks
a. FVRCP – ONE YEAR (same vaccine as 3 year)
nd
b. Feline Leukemia – Adult/2 – ONE YEAR (same vaccine as 3
year).
c. Rabies – ONE YEAR (same vaccine as 3 year)

Fecals: LAST TWO fecal exams must be negative before going to yearly

De-wormings: Two routine de-wormings 2-3 weeks apart from a vet.
We use Drontal

Heartworm and Flea/tick Prevention: single dose every 3 weeks until
last kitten visit. Cats or kittens that NEVER go outside and do not have
dogs in household do not flea prevention. Some clients may want it
because they cannot pill their cat and revolution is topical. This extra
protection is great.

** There are changes based on certain parasites, certain vaccines
previously given, weight of puppy, diseases, etc. The DOCTOR may
make changes to the above protocols based on many of these factors.




























[176]

Adult CATS: ANNUAL EXAMS ARE REQUIRED WITH FVRCP, LEUKEMIA, OR
RABIES.

On YEAR ONE CATS come in for:

 FVRCP
 RV
 Feline Leukemia
 Fecal test
 Blood panel (Feline Wellness 1-6 yrs, Sr.Well if 7 or
over)
 Note: Heartworm testing on normal cats is NOT
necessary but comes with some routine panels
 ANNUAL EXAM WITH FVRCP, Leukemia or RV.



On YEARS TWO AND THREEE dogs come in for:

 Feline Leukemia - WITH ANNUAL EXAM
 Fecal test
 Blood panel (Feline Wellness if 1-6 yrs, Sr.Well if 7
or over)
 Note: Heartworm testing on normal cats is NOT
necessary but comes with some routine panels
 ANNUAL EXAM IS WITH THE Feline Leukemia
VACCINE



































[177]

Drill/Demonstration for “Vaccine Protocols and Requirements”:

Using the “practice client” in AVImark you will print estimates for the following visits:

1. A puppy comes in at 12 weeks with no vaccine or vet visit history. Print an accurate estimate for
what they need.

2. A kitten comes in at 5 months old with no vaccine or vet visit history. Print an accurate
estimate for what they need.

3. A 5-year old dog is due for Lepto shot. He had an annual visit last year and got RV, DA2LPPV, BV,
Hw, Fecal, and K9 Early Detection. Print an accurate estimate for what he needs.

4. An 11-year old cat is due for a Leukemia shot. He had an annual visit last year and got RV,
FVRCP, Feline Leukemia, Sr wellness, fecal, and Revolution. Print an accurate estimate for what
they need.

5. Do cats need flea prevention if they are kept indoor 100% of the time and no other animals in
the household are kept indoors also? What about heartworm prevention?

6. Do dogs need an exam with a lepto shot?

7. If a puppy or kitten comes in within 3 weeks of last booster do they pay for a recheck exam or
full exam price?








































[178]

19108 – Vetbilling Payment Plans & Receiving Payments




Result Statement: To provide a fair payment option (in addition to care credit) for
clients or staff who cannot afford to get the services
recommended on their pet but wish they could. This is a HUGE
help for both the client and patient.

This option works great for clients that need to finance small
amounts of just a couple hundred, although it works for large
bills too.

Primary Responsible Position: Client Coordinator

Particiapting Positiions: Receptionist, Dept. Heads, Execs

How Vetbilling is Different:

 Client can apply to see if they are approved.
 If approved, we get a payment plan recommendation from
the website. We don’t see their credit score.
 If client accepts:
a. They pay a one-time $25 enrollment fee
b. Make regular planned payments for a maximum
period of time.
c. Pay only $3 additional on each payment.

































[179]

How to Set Up Vetbilling:

1. Hand the client a brochure or information sheet and explain the 4 steps listed above (Apply, pay
$25 fee, make payments, add $3 to each payment).

2. Help the client fill out at “VetBilling Authorization to Perform a Soft Credit Check”. This can be
found under “Forms” in the procedures manual. It takes the client about 1 minute to fill this
out.

3. Take the filled out the “VetBilling Authorization to Perform a Soft Credit Check” form and ask
our client coordinator (first), director of admin (second) or executive director (third) to run the
“Soft Credit Check” by logging in with their password. If it is an emergency situation you can call
the three people above on their cell #.
a. They will go to VetBilling.com
b. Go to Contacts at the top of the home page.
c. Choose CSR log in tab at the bottom left of the page. That will take you to the User
name and password section.
d. Enter the user name and password.
e. If client wants a copy of the Agreement, for security, print another copy without the
bank information on it.
f. The CC, D of A, or ED will tell the client if they are approved or not.

4. If approved the client fills out the “VetBilling Client Enrollment Form”. This can be found under
“Forms” in the procedures manual. It takes the client about 10 minutes to fill this out.
a. The client must follow the recommendation on the website if approved.
b. The client must pay 50% down today. (CC, D of A, ED may allow 25%), even if the site
says less
i. For $1-500 they must pay within 6 months,
ii. For $500-1,000 12 months,
iii. If over $1,000 24 months
c. Payments must be of equal installments. (i.e. 6 payments of $100.00)
d. Collect the % down and Deliver Payment Plan Agreement to CC, D of A, or ED and/or fax
to EBCS/VetBilling.com at 410-252-9367 or secure email it to EBCS by using the secure
file transfer portal located at VetBilling.com.
e. EBCS/vetbilling.com must receive the payment plan at least 5 business days prior to the
first payment date. EBCS/vetbilling.com must receive the payment plan at least 5
business days prior to the first payment date.
f. Soft Credit Check Forms and Enrollment Forms/Payment Plan Agreements must be
handled as Sensitive Documents – DO NOT FILE IN AN EASILY ACCESSIBLE FILING
SYSTEM. Forms must be kept LOCKED IN THE ED/DIR OF ADMIN OFFICE to comply with
Identity Theft Protection.









[180]

IMPORTANT Things to Remember:



 Complete ALL personal information on your client (this greatly increase payment compliance)
 The automatic withdrawal amount must be the same amount each time...do not round up!!
 Please, if possible, get two methods of payment and place a check in the box next to the main method
of payment on the payment plan form. This greatly increases payment compliance.
 Have your client as well as the practice representative sign the payment plan.
 For legal reasons NEVER allow your client to make changes to the Agreement and/or write anything
other than their name on the signature line.





“What If’s” with Vet Billing:

1. If the client is declined for our payment plan print them the “VetBilling Adverse Action for
Credit Score Letter”. This can also be found under “Forms” in the procedures manual. It is
simply a letter to give them.
a. There is also an option to have a Cosigner assist with payments
b. Cosigner must fill out a Soft Credit Check Form. Re-enter both party information into
the system, select “reload” to submit

2. If client calls our practice to change their bank information or to pay off their account
a. Staff will direct the client to call EBCS/Vetbilling.com at 410-252-9206 or 888-423-6906.
b. EBCS/Vetbilling.com handles all administrative functions of the payment plans.
3. If you or the client needs to contact VetBilling:
a. Legacy Veterinary Hospital Customer Service #: 800-766-1918
b. Customer Service # for your clients: 888-423-6906
4. If the CC, D of A, or ED needs assistance with the website or logging in.
a. See the “Vet Billing Full Large Manual CSR” under “Forms” in the procedures manual
b. See numbers below:























[181]

How to Check for Payment Received:

The client coordinator is responsible for checking his/her email at the appropriate time that Vetbilling
Remittance emails will be sent out notifying us of payment posts. The Remittance process takes place
twice a month, allowing us the opportunity to view payments that have been met. It is the Client
coordinators job to check the proper dates in search for those payments.


1. Go to your internet browser search bar and type in WWW. Vetbilling.com. You will be directed
to Vetbillings home page.

a. From there you will want to login. In the upper
right hand corner you will click on
“Veterinarian Login”
b. It will direct you to a different webpage ( EBCS).
You will want to click on “member login” in the
top right hand corner
c. A box will pop up that says “view my account”
This is where you will type in your provided
email address and password that the D of A or ED has provided for you. Click Login.
d. Once You have logged in, you will be directed to a page with 5 different tabs. Click
on “Payment Process Report” under the A/R Reports tab.
e. You’ll be directed to a page that says “payment process report. Under “daily
report” click on the bullet that is highlighted purple. (this should include the
month, year and which payment cycle you are checking on)
f. Once you click on the bullet, you will want to print 2 copies of the payment posted
on the page that loads.
g. Once you have printed 1 Copy of the first report, click the back button until you are
back to the page with the five tabs. From there you will want to click on
“Remittance Reports” under the A/R tab and Click on the Purple highlighted bullet.
Print One copy of that report as well.
h. Once you have both reports printed, go into AVImark under the client profile, click

on the single dollar sign at the top of the toolbar and click on.
i. A blue box will pop up that says “ Accounting for…….” You will be able to see their
entire invoice/ payment history.
j. To post a Vetbilling payment, you will right click inside the box, “Click NEW”. When
the “New Transaction” box pops up, you will click Vetbilling under “type of
payment”, insert the amount and select Drop Off for your doctor.
k. Once you have filled those three fields in with the correct information, click done. It
will then ask you if the client would like a receipt. Always click yes and print two
copies. Staple each report to a receipt.
l. Go back into AVImark under the clients record, and make a new follow up note.
Title it “Vetbilling Payment Posted” in the notes section you want to include the
date that the payment was posted, the amount that was posted and the amount
due.
i. Example: “(Insert your tagged initials/time) posted payment on
(Insert Date amount was posted) direct deposit to our act for


[182]

(Insert month) payment, applied to O's account. Balance remaining
thru Vetbilling – (Insert $$ Amount)”
m. Once you have posted that to the clients record, take both stapled copies of the
receipts and reports, give one to reception to file and the second copy will go into
the register for that evening.
n. Follow these steps each time vet billing notifies you that the remittance report is
ready.







Vetbilling Phone Numbers:

Robin Bardroff 410-252-9206 ext 111 [email protected]
Operations Manager/Tech Support/Assistance with Reports

Janice Brown 410-252-9206 ext 104 [email protected]
Client Services Manager/Customer Service

Sara LaMartina 410-252-9206 ext 105 [email protected]
Data Entry Manager/Customer Service

Suzanne Cannon 410-252-9206 ext 101 [email protected]
Marketing & Business Development/Veterinary Client Services

Bobbie Luterman 410-252-9206 ext 106 [email protected]
Client Sales & Service/Business Development

Fax # for sending payment plan agreement forms: 410-252-9367

























[183]

Drill/Quiz for Vetbilling Payment Plans & Receiving Payments:



1. Why do we have the procedure?
2. What other payment plan do we have besides this one?
3. Do our clients and staff both have the same payment plan options?
4. Explain in your own words how Vetbilling is different? Do they charge interest?
5. Explain the overview of how you would go about setting up Vebilling.
6. Show your trainer where you would go to print the forms needed.
7. Explain in your own words how you would go about checking for payments posted in Vetbilling.
8. Show your trainer where you would go to print off documents in Vetbilling of payments posted
and how to post in AVImark under clients account
9. What would happen if we did not follow each of these steps in order?
10. Since this is primarily a client coordinator responsibility, if he/she were working would you refer
this to that individual first? If they were off work would you do it? If so would you make sure
you keep appointments on time while working on this?





















































[184]

19110 – Vets Purchasing or Borrowing from Us




Result Statement: To maintain a supportive and cooperative relationship with
other vet hospitals in our community. We do this by
selling/borrowing/purchasing supplies or products with other
vet hospitals. We do this while not profiting and not losing
money from this arrangement.



Primary Responsible Position: Receptionist

How:

 Set up the purchasing vet hospital as a client in AVImark.
 When a purchase is made:
o The transaction is treated the same as a client.
Payment is expected at time of purchase and an
invoice is given.
o The product will be sold at our cost, NOT the retail
cost.
 When a product is borrowed:
o The product is entered in AVImark, charges posted,
an invoice is given, input a follow up to call in 5
days. A balance will show on the account.
 When the product is returned:
o It will be returned on their account, leaving a zero
balance and adding product back into inventory.

Drill/Quiz for “Vets that Purchase/Borrow From Us”:

1. Why do we have this procedure this way? What would happen if we did it differently.
2. Using AVImark with “practice client” as a pretend vet hospital show your trainer how you would
sell a bottle of baytril to another vet hospital. Make sure you charge them accurately for our
cost.
3. Do the same but the vet hospital now just wants to BORROW the bottle and bring us a full bottle
tomorrow.
4. Reset all inventories to zero or remove all the purchases so that our inventory is now correct for
Baytril (if you don’t do this the above).








[185]

19112 – Vets We Purchase or Borrow From




Result Statement: To maintain a supportive and cooperative relationship with
other vet hospitals in our community. We do this by
selling/borrowing/purchasing supplies or products with other
vet hospitals. We do this while not profiting and not losing
money from this arrangement.



Primary Responsible Position: Receptionist

How We Pay: We use the debit card held by owner, ED, or D of A to pay for
items at time of purchase. In some cases, for low amounts we
pay the other vet with cash. We pay so we don’t have to drive
back later to replace the product. We pay so the other vet is
not out any money for any time for helping us.

How We Check-in the Product:

1. The item must be entered into inventory in AVImark before
dispensing.
2. To enter the product into inventory:
a. Log into AVImark, click “Rx” on the tool bar at the
top of the screen.
b. Type the product name in the box on the left side,
middle of the screen.
c. Double click the correct product.

3. To change the number we have on hand use the calculator
to add or subtract the number difference. Do not change
the number on hand in AVImark without adding or
subtracting using the calculator. Doing so will result in
incorrect inventory numbers.

For example: AVImark says we have 0, but you need to add 2.
1. You click the arrow next to “On hand”
2. Click the addition button then the number 2 then equal sign
3. Click ok







[186]

Drill/Quiz for “Vets We Purchase or Borrow From”:

1. Why do we have this procedure this way? What would happen if we did it differently.
2. Using AVImark with “practice client” as a pretend vet hospital show your trainer how you would
buy a bottle of baytril from another vet hospital, check it in and use it.
3. Reset all inventories to zero or remove all the purchases so that our inventory is now correct for
Baytril (if you don’t do this the above).



































































[187]

19114 – Voicemail




Results Statement: To provide a valuable communication tool for both our clients and us.
Voicemail provides accurate and clear information for clients and vendors while
allowing them to easily leave a message that we respond to when we
immediately re-open (or within 30 minutes if message is left while we are open).





To Check Voicemail:


 Must use reception 2 phone
 Push voicemail button on phone
 Enter password 5399 then #
 Follow prompts to listen to messages















































[188]

To Change Voicemail Greeting:

 Must use reception 2 phone
 Push voicemail button
 When prompted, enter the passcode 9292 and then #.
 The following are the instructions to access each area of the voice portal
o Press 3 for mailbox management, then
o Press 1 to change personal greeting, then
o Press 1 to change n answer greeting
 Follow the directions to change and verify the greeting.
 The standard greeting should be stated as followed:


“Thank you for calling Legacy Veterinary Hospital. If you have reached this message during normal
business hours all of our available lines are busy or we are busy helping other clients. Leave a
message and we will return your call as soon as possible, typically within 30 minutes. If this is normal
business hours and you have an emergency, please leave a quick message with your name and phone
number and come to our hospital immediately.”



(Brief Pause)

“If you have an after-hours emergency please contact the Center for Veterinary Specialty Care at 972-
820-7099. If you have an emergency during our staff meeting time of Noon-1 on Tuesdays please call
469-287-9050. We will answer the phone and help your pet immediately.”

(Brief pause)

“Our normal business hours are Monday through Friday 7am to 8pm, (pause) Saturday from 8am to
4pm (pause) and Sunday from 10am to 2pm. On Tuesday we are closed from 12pm to 1pm for staff
training.”

(Brief pause)

“Thank you again for calling Legacy Veterinary Hospital and have a wonderful day.”





















[189]

Changing Voicemail Greeting for Holiday Hours or Holiday Closing:


Days clinic is closed:

 New years
 Easter
 Memorial day
th
 July 4
 Labor
 Thanksgiving
 Christmas Day

Days we typically close early:

New Year’s Eve – Close at 6 PM if weekday, Normal hours if weekend
Christmas Eve – Close at noon, even if weekend

“Thank you for calling Legacy Veterinary Hospital. We open from ___ to ____ {or closed on (day of
week) (month) (number date)} due to (holiday). If you have an emergency during this time, please
contact the Center for Veterinary Specialty Care at 972-820-7099.”


(Brief pause)

“Our normal business hours are Monday through Friday 7am to 8pm, Saturday from 8am to 4pm and
Sunday from 10am to 2pm. On Tuesday we are closed from 12pm to 1pm for staff training.”

“For all non-emergencies please leave a message after the tone and we will return your call as soon as
possible. Thank you again for calling Legacy Veterinary Hospital and have a wonderful day.”


Change the message back to the standard greeting within 15 minutes of opening on the next normal
business day.























[190]

Changing Voicemail Greeting for Inclement Weather Change in Hours:





“Thank you for calling Legacy Veterinary Hospital. We are closing today at _____ and plan to reopen
at (time and AM/PM) on (Date) due to inclement weather. If you have an emergency during this time
please contact the Center for Veterinary Specialty Care at 972-820-7099.”


(Brief pause)


“Our normal business hours are Monday through Friday 7am to 8pm,Saturday from 8am to 4pm and
Sunday from 10am to 2pm. On Tuesday we are closed from 12pm to 1pm for staff training.”

“For all non-emergencies please leave a message after the tone and we will return your call as soon as
possible. Thank you again for calling Legacy Veterinary Hospital and have a wonderful day.”

Change the message back to the standard greeting within 15 minutes of opening on the next normal
business day.






Quiz and Drill for “Voicemail” (open book):
1. Why do we have the procedure? What would happen if we did not?
2. Check our voicemail. Show the trainer you know how to check for messages.
3. Practice (pretend message recording) changing the greeting for our standard message.
4. After a change in hours for holiday or inclement weather when do we change our message back
to the standard greeting?



























[191]

19115 – Walkie Talkies

Result Statement: To assure great client service by always being able to communicate with
receptionists or other kennel attendants, even while outside.

Primary Responsible Position: Kennel Attendant

Participating Position: Receptionist

WHAT to do:

 Kennel attendants make sure the walkie talkie checked out is
charged and works properly before leaving the reception area with
it.
 Receptionists use the walkie talkies to contact the kennel
attendants by using the walkie talkie. They attempt a second
contact 30-60 seconds apart if no answer on the first try.
 Receptionists will page using the phone system if the kennel
attendant has not responded within ONE MINUTE after the SECOND
attempt.
 Receptionists use professional and courteous language. Whatever
they say will be heard by others, including supervisors, doctors, and
clients.
 Kennel attendants will respond to calls immediately if at all possible.



WHEN to do it:

 Every kennel staff member will check out a walkie talkie from
reception immediately after clocking in.
 The staff member will be responsible for putting their walkie talkie
on the charger in reception when he/she clocks out.

Responsibility: The staff member is responsible for their walkie talkie during their shift.
If it is damaged due to neglect or loss., the staff member will pay for a
replacement and/or risk losing their job.





















[192]

Drill/Quiz for “Walkie Talkies”:



1. Why do we have a walkie talkie procedure? What would happen if we did not have this?
2. What would happen if either the receptionists or kennel attendants only follow this procedure
SOME of the time?
3. RECEPTION – How many times do you try to contact via the walkie talkies? How much time in
between?
4. RECEPTION AND KENNEL – How do you speak on the walkie talkies? Like you are having a
private conversation or like you would speak overhead? Why?
5. KENNEL – When do you get the walkie talkie? When do you turn it in?
6. KENNEL – Where do you get the walkie talkies from and return them?
7. KENNEL – When do you respond to the contact by reception?
8. KENNEL – What happens if you lose or damage the walkie talkie due to mis-use?






















































[193]

19116 – Walk-Ins

Results Statement: To assure clients that walk-in without a prior scheduled
appointment is properly served and completely satisfies, even if
we do not have appointments available. The walk-in pet gets
the proper care needed.

Hint/Tip: At the end of the walk-in you can politely tell this
client, “Give us a call next time, and we can get you right in
without a wait.”

Primary Responsible Position: Receptionist

1. First ask the client, “How we can help you?”
2. If this IS in an emergency:
o Page “Tech to reception STAT please……..Tech to reception STAT” IMMEDIATELY.
o See the procedure “Emergencies”.
3. If it IS NOT an emergency:
o If there IS an appropriate appointment length available now:
 Automatically schedule an appointment and get the patient in to be seen.
 See procedure “Appointment Making – DVM’s”
o If there IS NOT an appropriate appointment length available now: Offer the client
the following options. The client gets to CHOOSE. This makes them happy:
 Offer an emergency appointment. Let the client know that we can see the
patient immediately and inform them of the emergency fee cost. If the
client ARRIVES AFTER CLOSING TIME let the client know that there will be an
after-hours emergency fee.
 Offer an urgent care. Let the client know that we can fit them in for the
urgent care fee, but there WILL BE WAIT and there may be clients with
scheduled appoints arriving later that will be seen BEFORE them.
 Offer a drop off. Inform the client that it may be a while before the patient
is to be seen, because the doctor will see your pet in-between
appointments. This may not be a useable option if they can drop off before
10:30 AM.
 Schedule a regular appointment convenient for them. This appointment
could be for the following day or later today if available.
o If the client walks-in for a tech appointment AND there is NO available tech or TA:
The client gets to CHOOSE:
 Tell them there will be a bit of a wait. Tell them why and how long to
expect (OVER-estimate). Offer them something to drink.
 If the client does not want to wait, you can offer for the patient to be
dropped off. We will need to make sure vaccines are current to stay in the
hospital (see separate procedure on vaccine guideline.
 If these options do not work, you can schedule an available appointment or
offer to give the client a call when the schedule clears up.



[194]

Drill/Quiz for “Walk-Ins”:

1. Why do we have the procedure for walk-ins with these steps? What would happen with walk-
ins if we did not?
2. When a client walks-in without an appointment what do you ask them? What do you do if they
have an emergency?
3. What do you do if we have the available appointment length available now??
4. If we DO NOT have the available appointment length available now what four choices do you
give them? Do you just tell them “Sorry, we don’t have any openings.”? Why not? If we did
that how would the client feel? How would this affect your job and all of our jobs?































































[195]

19118 – Yearly Wellness Forms (with Express Services)

Result Statement: To simplify client service and improve patient care by presenting an
accurate, simple, and custom group of recommendations for optimal
wellness of each pet.



Primary Responsible Position: Express TA

How to Prepare Forms:

1. Look at the AVImark schedule and white board for the next two
days. Determine patients that are checking in and those that are
checking out (Boarding, Grooming and Drop-off Schedules)
2. Open individual client/patient record in AVImark and create a
treatment plan for the services they need. (Refer to treatment plan
making procedure)
3. Print treatment plan and appropriate boarding forms, labels, collar,
and boarding med sheet.
4. Add Yearly Wellness forms:
a. Choose either a “Yearly Wellness-Feline” or a “Yearly
Wellness-Canine” form (from “Forms – Misc” in the
procedures manual).
5. Go to patient’s account in AVImark
6. Write in the Patient’s Name, the Owner’s Last Name, and the date
they are coming in at the top of the form.
7. Highlight the patient’s age range and any vaccinations or tests that
are past due, are upcoming in the next two months.
a. If no services are due and patient is up to date, write
“Currently up to date until ____” (include the date when
their next services are due so owner is aware).
8. Starred/asterisked items are REQUIRED for any pet to be in our
hospital for any length of time. (Boarding/Grooming/Drop-Off
Services). ALL other items are not required, but are
RECCOMMENDED by our veterinarian’s.
9. Once the Yearly Wellness Form has been completed, call EACH
client of the list you made to schedule a drop off or pick up during
the express service block-off times. (Please refer to the Express
Check-in and Express Check-out Procedure for the available express
hours and for more information regarding this service when offering
it. (i.e., inform client it will help them avoid lines and long wait
times.)


[196]

Drill/Quiz for “Yearly Wellness Forms”:

1. Why do we have these forms? How does it help receptionists? How does it help clients?
How does it help pets?
2. Go to AVImark. Pull up the actual schedule for tomorrow. Find at least one pet dropping off
tomorrow. Go through all of the steps above including actually calling the client. Do this all
in front of your trainer.
3. Repeat the above until you are accurate and comfortable doing it on any patient. Once both
you and your trainer are comfortable that you can and WILL follow this you get a pass.


































































[197]