Receptionist

Drill/Quiz for Care Credit:



1. Why do we offer Care Credit? How does it help the client? How does it help the hospital? How does it
help YOU?
2. What would happen if we did not offer this?
3. What time period can a client get the care credit interest-free? How many months? Can they do any
longer than that interest-free?
4. Log into Care Credit Website. Role play with trainer how you would walk client through steps to apply
for Care Credit from start to finish
5. Show your trainer on the computer where you would go if the client wanted to pay today using Care
Credit
6. Show your trainer (or explain to your computer) how you would enter this payment in AVImark.
7. Show your trainer where you would file the signed Care Credit pater invoice.

























































[48]

19020 – Cheat Sheets and Charts




See below for reference only. These are NOT needed for training.








































































[49]

Appointment Scheduling Guidelines







10 Minute 20 Minute 30 Minute 40 Minute


Remove Drain Tube

Bandage Replaced by Dr Annual Exams All New Clients New Puppies & Kittens

Release appt. w/ Dr Vaccinations Pre-op appts. All Skin & Ear Problems

Technician Appts: Check Paw Check Lump Disoriented; Lethargic


Nail Trims Check Limping Coughing Can’t Walk

Blood Draws Health Certificates Bloody Stool Trouble Breathing

Allergy Injections Puppy Boosters Diarrhea Emergency or Urgent Care

Laser Treatment Re-Check Exams Vomiting A.D.R. (“aint doin’ right”)

Adequan Inject. (arthritis tx) Check Eye(s) Euthanasia

Suture Removals Most Medical Problems URGENT CARE: $

Fecal Sample Collection EMERGENCY: $

Anal Gland Expressed AFTERHOURS: $

Bordetella

SQ Fluids

Tech Release appt.
























[50]

Testing Drop Off? Fasting?

Fructosamine No No

ACTH Stim Yes Yes

CBC/Chem17/Lytes No No

Thyroid Testing (T4, Free T4) 4 Hours Post Meds No

Blood Glucose Curve Yes Yes

Blood Glucose Check No No

Bile Acid Yes Yes

Low Dose Dex Test Yes Yes





















































[51]

ECG’S MUST BE DONE…

MONDAY-FRIDAY: BEFORE 5:30PM

SATURDAY: BEFORE 11:30AM

NO ECG’S ON SUNDAY’S (NO PRE-OP’S ON SUNDAY’S)

DROP OFF SURGERIES


EK Monday JKJ Monday


HT Tuesday HT Wednesday

HT Wednesday EK Thursday


EK Thursday

8am Friday



Boarding Facilities

Boarding Type Weight Limits/Requirements Cost (Per Night) 2 Dog in Same Unit(Per Night)
nd

Small Kennel Up to 20lbs $ 27.50 n/a

Large Kennel Up to 40 lbs $ 28.50 $24.00


Run 40lbs and up $ 31.00 $25.00

rd
Luxury Suite Any Size (Feline and Canine) $ 54.00 $28.00 (3 $25.00)

ICU Any Size (Feline and Canine) $ 27.50 n/a

Cat Condos Feline Only $ 26.00 n/a

















[52]

19022 – Check-In Receptionist Responsibilities




Results Statement: Efficiently and accurately collecting payments for services from clients
with courtesy. Prior to check-out receptionist itemizes each invoice and
asks if client needs anything else. Assuring clients are properly routed
to client coordinator for booking of future services prior to client
exiting. Competent in being able to easily navigate through all patient
files and computer systems.




Primary Responsibilities:


LOCATION:
 Performs the job check-in desk FACING THE FRONT DOOR.
 Keeps work area EXTREMELY clean and organized at ALL TIMES

PHONES:
 Make OUTGOING calls per receptionist procedure (confirmations, recept follow-ups).
 Confirming Tomorrow’s appointments by phone.
 Capable of handling outgoing calls and check-ins appropriately at the same time.

CHECK-INS:
 Capable of handling/routing up to THREE incoming clients at the same time with little to no
wait
 Check-in all vet appointment clients per procedure (paging, weights, etc)
 Check-in all boarding and grooming patients WTHOUT VET SERVICES per procedure
 Routes ALL boarding, grooming, and drop-offs check-ins WITH VET SERVICES TO THE
EXPRESS TA when scheduled or available.
 Handles the above VET SERVICES CHECK-INS yourself if the express service is unscheduled or
unavailable.












No drill or quiz is needed. This procedure is used as reference.




[53]

19022.3 – Checking Grooming Patients In

Results Statement: To assure great client service and grooms EXACTLY AS REQUESTED by
properly and efficiently checking clients in for grooming (even if other non-grooming services are
included.

Primary Responsible Position: Receptionist
Participating Position: Groomer

How:

1. See “Checking Patients In” procedure first. Read, understand,
demonstrate and sign off on this procedure first.
2. BEFORE paging overhead review the treatment plan and costs with
owner as usual.
3. Review the “Grooming Request Form” with the owner IN ORDER.
4. If the client checks the box “Same as last time”:
a. The client skips the other questions and signs at the bottom.
The pet will be groomed based on the notes in AVImark from
the last groom.
b. Page overhead as required.
5. If the client DOES NOT check the “Same as last time” box:
a. Go through each question one at a time or have the client
answer each one on their own.
b. Make sure the form is COMPLETED FULLY and signed. If not get
an answer from them.
c. Page for the groomer overhead. The groomer is required to
speak to this client IN PERSON if here….or by phone if
not…BEFORE any grooming is done. This assures the groomer
knows exactly what the client wants before the groom is even
started.
d. Any phone calls by the groomer are documented BEFORE the
groomer starts the groom.
6. We don’t even start any groom unless the form is completed as above.
We don’t do any type of groom different than written unless the client
approves/requests it first, AND it is documented in the patient record.

Note: We can save a pet’s life twice, be amazing good at boarding, and/or have a client that is
exceedingly shocked at how good we are….BUT if we so a poor groom or a groom they did not request
or approve they most often are EXTREMELY upset with us. As a result it creates a ton more work for you
and others. It often also results in bad reviews online and this same client complaining about us to most
everyone they know! This all happens because of ONE FORM not properly filled out or not speaking
directly to the groomer first.




[54]

Drill/Quiz for “Checking Grooming Patients in”:

1. Why do we have this specific way to check in grooming patients?
2. What often happens if you don’t complete the grooming request form properly or completely?
How does that affect YOU?
3. When do you need to have the groomer speak to the client in person at check-in (or by phone if
groomer not here yet)? Why?
4. The trainee needs to print a grooming request for an actual patient. With the trainer acting as
the client have the trainee go through a grooming check-in using demo pieces with two
scenarios. Get a pass and sign off when this can be done accurately and in 5 minutes or less.
a. The client checks the “same as last time”.
b. The client does not check the “same as last time” box




























































[55]

19023v – Checking Patients In

Results Statement: To assure great client service and patient records by efficiently greeting
patients, clients, and checking them into our software system.

Primary Responsible Position: Receptionist

How:

1. Smile, STAND, and greet the pet first, then the client. By name if at
all possible. Do this even if you are on the phone by eye contact
and a gesture.
2. Grab that pet’s paperwork on the clipboard.
3. Walk around the counter to get the pet’s current weight.
a. All pets 8 lbs and over can be weighed on the large floor
scale, including cat over 8 lbs.
b. All pets UNDER 8 lbs are weighed on the baby scale up
front.
c. Pets in Carriers:
i. If no danger if escape they can be removed from
the carrier and weighed.
ii. If danger of escape or if too time/labor intensive
they can be weighed IN THE CARRIER.
1. The TOTAL weight with carrier is recorded
in the medical condition window (see
below).
2. The employee that places the pet in a
cage/run/condo/suite will IMMEDIATELY re-
weigh the carrier alone, subtract this weight
from the total, and enter the pet’s weight
into the medical condition window.


























[56]

New Client Forms (NCNP):
1. Ensure it’s legible! Ensure all fields are properly filled out!
a. Name
b. Address (apartment #)
c. Telephone #(s),
d. Spouse i.e. primary contact,
e. Email Address
f. How they were referred.
g. Do they have pet insurance?
2. Left click-on that pet’s appointment in the AVImark appointment
calendar.
3. Right click  check-in. Enter the weight in the top left window of
the purple medical condition window.
a. NOTE: You must enter the weight in this window ONLY.
This is the only way it keeps a log of all the different
changes in this pet’s weight.
b. AVImark will ask, “Do you want to update the patient’s
weight?” Click “yes”.
c. AVImark will ask about a whiteboard. Click “No”
4. Enter the appropriate charges or post the estimate as listed in the
“AVImark 101” procedures in the general policies.
5. If no pet insurance: Hand the tri-fold brochure to the client when
they arrive and say, “Here is more information about Pet Insurance.
The doctor will talk to you about this.”
6. Page overhead as listed in “Phone Handling and Taking Messages”.
7. NOTE: Grooming check-in’s have an additional step before paging.
See “Checking Grooming Patients In”
8. All of the above steps should be able to be completed by one
person in less than 4 minutes in over 95% of the time (excluding
time to re-weigh the carrier)

SCANNING NCNP: AFTER checked-in and paged:
1. Scan all NCNP forms and attach it to the new client’s profile in AVImark.
Stamp scan, date and initials on every NCNP form. Place all NCNP form
for the month in the designated binder.
2. Before the end of the month, Ensure all NCNP forms have been
scanned, and initialed by both the receptionist and CC.
















[57]

Lead Receptionist Duties:
3. The Lead Receptionist (LR) will ensure the NCNP for the week are
uploaded and entered correctly into AVImark. Once verified the RL will
initial the NCNP form. All NCNP forms will be kept in the designated
binder for the current month.
4. The Lead Receptionist (LR) will ensure the NCNP forms for the week are
uploaded and entered correctly into AVImark. Once verified the RL will
initial the NCNP forms. All NCNP forms will be kept in the designated
binder for the current month.
5. Before the end of the month, Ensure all NCNP forms have been
scanned, and initialed by both the receptionist and CC.
6. The Lead Receptionist (LR) will ensure the NCNP for the week are
uploaded and entered correctly into AVImark. Once verified the RL will
initial the NCNP form. All NCNP forms will be kept in the designated
binder for the current month.



Drill/Quiz for “Checking Patients In”:

1. Why do have this procedure this way?
2. Why do we weigh all pets up front FIRST?
3. What would happen (and did happen) when we tried to get patient weights AFTER the check-in?
4. What do you say about the pet insurance and when? Role play. It should take < 10 seconds.
5. What is the minimum weight to weight a pet on the large floor scale?
How long it should it take YOU to weigh and check in a pet?
6. Go to “Practice Client” in AVImark. Make a pretend appointment for YESTERDAY for anything.
7. Go get a dog that’s over 8 lbs and go get your trainer.
8. With the trainer acting as the client the lobby holding the dog on a leash, do the steps above
with you acting as a receptionist.
9. Get a pass when you and your trainer are comfortable and confident you will do this every time.


























[58]

19024 – Checklists for Receptionists

Result Statement: To ensure we have a record that the responsibilities of each and every
position is being completed as required each day, in many cases twice
daily. The checklist is a record that EVERYTHING has been completed,
completed to a minimum standard, and by whom. Because of this
record we are not missing anything or missing any due date.







Primary Responsible Position: Receptionist

When:

 Each receptionist will get the correct checklist TWICE DAILY AND
IMMEDIATLEY AFTER CLOCKING IN (within 5 minutes max)
 Each staff member will complete the checklist before the end of his/her
shift.

Where:

 Lead receptionist will print the checklists (from the procedures manual in
staff shares) and KEEP a minimum of one-week supply printed.
 Lead receptionist will put them in the proper folder in the mailbox area.
 Receptionists may keep reception checklists in a folder in the drawer of the
front desk. It can also be kept on the counter while being completed.
 The staff member who completed the checklist must put it in the completed
checklist bin located on the wall next to the doctor’s office.


























[59]

How:

 The staff member will initial next to each task after the task is complete.
 Initials are REQUIRED ON EVERY LINE. Your initials simply indicate it has
that END RESULT, even if not needing to be done that day (like a surgery
task on non-surgery day).
 The staff member will sign (and print name if signature isn’t legible) the
checklist when the when all tasks are completed.
 Each task must be completed as written in the Procedure Manual.
 Each staff member must have their completed checklist reviewed for
completeness by a manager, or person in charge, before leaving for the day.
a. Staff from the same team may not review each other’s check list.
For example: A tech and TA working together may not review each
other’s checklist. A kennel attendant may not have another kennel
attendant review his/her checklist unless the other person is the
manager.
b. The manager can be a supervisor from another department or area.
c. If a manager is not working at the end of a shift you must write on
the checklist that this is the case and initial it.
 The manager reviewing the completed checklist will randomly pick 3 tasks
to physically check for accurate completion and initial next to the task.
 Managers: Only initial after checking, as you, the manager, will be also be
accountable.


Drill/Questions on ”Checklists” for Receptionists:

1. Why is it important to complete the checklist? How does it make YOUR job better?
2. What would happen if we did not have checklists?
3. What would happen if we did not require every item to be completed before leaving?
4. What would happen if managers did not double check the checklists?
5. Who keeps a stock of checklist printed for their area? How many will they keep printed?
6. Who is responsible for completing a checklist?
7. May a staff member leave without completing his/her checklist?
8. Who reviews the checklist? When? Why?
9. Where are the checklist put after they are reviewed? By who?











[60]

19025 - Check-Out for Clients

Results Statement: To efficiently and courteously check clients out while also assuring three
things:

1. Client is completely satisfied with our services
2. We encourage clients to refer their friends and family
3. All charges are accurate before check-out



Primary Responsible Position: Check-Out Receptionist

Participating Positions: Check-in Receptionist, Client Coordinator (rare)

How:

1. Greet the client as the technician brings them out the room. (5
seconds)
2. “Referral Program”. See Procedure 19092 (30 seconds)
a. “How was your visit?”
b. “Do you know anyone with pets we may be able to help?”
c. “Who?” (Get an answer on this.)
3. Travel Sheet/AVimark Charges Reconciliation: CONFIRM & ITEMIZE
ALL CHARGES in AVImark verbally before checking out. (15-20
seconds)
4. Ask the client if they need anything else. (15-20 seconds)
5. Process the payment. (1 minute)
a. Post the invoice by pressing the green dollar sign with the
red + sign on it.
b. A green screen will pop up and you can select “Post”
c. Another screen will present itself and you want to select
“Release”
d. A pink screen will pop up with a payment window, at that
time you can tell the client the amount owed.
6. Enter the payment type. If they pay with a credit card use the
machine to process the payment. (See credit card procedure)
7. Enter the Doctor in which the appointment or services were done
under. Press “Done”
8. Ask the client if they would like their invoice emailed or printed. If
printed, you will print 2 copies of the Avimark receipt and attach
each of them to its’ own credit card receipt.
a. One copy for us to file (copy with a signature on the credit
card receipt)
b. Second copy is for the client to keep.
9. Forward Booking: Book them RIGHT THEN or transfer them to the
Client Coordinator to be booked for their next visit, even it’s a year
from now.



[61]

10. If their pet has been staying with us for any reason this is the time
you page overhead to have their belongings/instructions, then their
pet brought to reception….NOT BEFORE!
11. Ask the client if they need help out to their car.

How to Enter Prepayment: All pet’s records in AVImark must accurately reflect what a patient got,
on the day they got it. So if a client wants to pre-pay for a medication
or service we put the CREDIT on their account. We do NOT enter the
charge as if they already got it. Doing would be against regulations.

1. Create a Treatment Plan
2. Go into Accounting
3. Right click “New”
4. Enter payment and process
5. Do not post the treatment plan or payment until time of
treatment.
Drill for “Check-Out for Clients” (open book if needed):


1. What are the three things you are getting during all check-outs?
2. Explain in your own words what you do if client wants to pre-pay for a service or med? If we did
not have something in stock today, but they wanted to pay for it today?
3. Role play with your trainer acting as the client.
a. Have a piece of paper and a Viva-Pak with you.
b. Practice checking out the client with all of the proper questions/steps.
c. There is no need to practice using AVImark for payment information. This part is
handled in another procedure on credit card processing.
4. Get a pass when both you and your trainer are confident you will follow this on ALL CLIENTS.



































[62]

19026 – Check-Out Receptionist Responsibilities

Results Statement: Keeping appointments scheduled and organized, greeting and tending
to the clients, prepare for appointment and managing the files of the
hospital. Receptionist should be able to easily navigate through all
systems needed to complete the job daily.






Primary Responsibilities:

LOCATION:
 Performs the job check-out desk in room 105.
 Keeps work area EXTREMELY clean and organized at ALL TIMES

PHONES:
 Answers INCOMING calls per procedure.
 Capable of handling up to THREE phone lines at one time

CHECK-OUTS:
 Check-out all clients per procedure
 Routes all check-outs to client coordinator after check-out for future booking.
 When client coordinator is not available helps client with future booking.

PAPERWORK FOR UPCOMING VISITS:
 Prints treatment plans and other forms for upcoming visits per procedure.
 Prints patient ID collars for upcoming visits per procedure
 Print cage cards for Upcoming visits per procedure
 Files the above forms with clip board appropriately in the CHECK-IN area
















No drill or quiz is needed. This procedure is used as reference.


[63]

19028 – Credit Card Processing

Results Statement: To achieve simple and fast processing of credit card payments
from our clients.








Primary Responsible Position: Receptionist

BEFORE using the credit card swiper:
 Click the green dollar sign with the plus sign located on the
top left side of the screen
 Click “Post”
 Select the type of credit card
 Select Doctor name, DO, etc
 Click “Done”
 Print 2 copies of the receipt.
 After running the credit card, attach receipt to the AVImark
receipt. Give one to the client and file the other.

Sale:

Non-chipped cards:
 Key in amount
 Press green enter button
 Swipe card
The terminal will print out a receipt for the client to sign. The
terminal will ask to print the customer a receipt. Choose “yes”

Chipped cards:
 Press F2 on terminal
 Key in amount
 Slide chipped end of card in chip reader of terminal until it
beeps
 When the terminal reads “Done” remove the card
 When terminal reads “Return to Clerk, press the green
button
 The sale will process and print receipt.
 Choose “yes” to print customer receipt




[64]

Over the Phone Sale:

 Press “Sale”
 Key in the amount
 Press the green button
 Terminal will read “Card Entry” or “ Account Number”
 Key in card number, Expiration Date, CVV #
 Press green button to bypass street address and zip code
 The sale will process and print receipt
 Choose “yes” to print customer receipt

To VOID a Sale: (same day sale BEFORE batched out)

 Press F3
 Terminal will ask to void last transaction
 Select “no”
 Select and enter invoice #
 Press green button
 Verify the amount and click “yes”
 The void will process and print receipt.
 Choose “yes” to print customer receipt.

To give REFUND: (Sale made after batch out. Not same day sale)

 Select F4
 Key in amount
 Press enter
 Swipe, input, or key in card#
 Press green button
 Refund will process and print receipt
 Choose “yes” to print customer receipt



Batch Out at End of Day:
 Press the far RIGHT purple button
 Press F3
 Press the far LEFT purple button
 Scroll down the screen, press F2
 Next page is the Settlement
 It will print and then the terminal is clear.


For Help:

 Call Harrison @ 817-235-8900



[65]

Drill/Quiz for “Credit Card Processing”:

1. Show your trainer using demo pieces how you would process a client credit card payment.
Basically walk through the steps in pretend.
2. Process one client credit card payment in front of your trainer in less than two minutes. Get a
pass when done correctly and within 2 minutes.







































































[66]

19030 – Communication Scripts

Results Statement: To describe and recommend services in a way that is SIMPLE,
AUTHENTIC, EFFECTIVE and CONSISTENT among all staff.

Primary Responsible Positions: Technicians, Doctors

Participating Positions: All positions with client contact

First know what you’re talking about: “If you can’t explain it simply, you don’t understand it well
enough” - Albert Einstein










Should I memorize these? It is NOT necessary memorize every script word-for-word, BUT
you must hit the main points. This is necessary to give the
clients the same information from ANY LVH staff member.
These are not truly “scripts”! Each staff member will have their
own style and exact wording depending on that individual and
the situation. Each staff member must be able to communicate
these same messages comfortably in their own way.
In many cases actually memorizing these scripts exactly may
help you and save you time. You will know what’s best by
practicing.


WHERE These Scripts Fit: This is the “Education” portion of the “Client Compliance Tips”
procedure. It comes AFTER the “Feel, Felt, Found”.

WHAT to Say for Each Topic: Wellness or Early Detection Panels:
“Our routine blood panels check things on the INSIDE that
doctors cannot see on the outside. Hopefully everything will be
normal. If so, it will give baseline normal levels for your pet
every year.”

“If something is NOT normal it will give us a chance to fix it for
less cost and before your pet gets sick.”

(Demo Piece: Show an example lab report)



[67]

Heartworm/Flea/Tick Preventatives:
“Heartworms are EXTREMELY common in the DFW area. It’s
spread by mosquitos and is often deadly to dogs and cats.”

“Without heartworm prevention, almost all dogs in our area will
get heartworms. Treatment costs over $1,000 and takes
months with cage rest. There is no treatment for cats”.

“The cost for heartworm prevention is only around $10-20 per
month, even combo products with flea and tick prevention.”

(Demo Piece: Show heart model with heartworms and
brochure for recommended preventative)


Heartworm Tests:
“No heartworm preventative is 100% effective. If your pet has
heartworms we need to know this year, before 2 years go by
and there can be permanent heart damage. It also keeps your
guarantee on all heartworm preventatives we sell.”
(Demo Piece: Show a heart model with heartworms)

Fecal Tests:
“Our yearly parasite screen checks for worms that are ALL
contagious to you and your family. Pets get these from the
ground and dirty shoes or floors. No preventative prevents
everything. 15% of the pets we test have these parasites.”
(Demo Piece: Show the sheet of parasites we test for)

Distemper/Parvo Vaccine:
“Distemper and parvo are viruses that often causes death. They
are complicated and expensive diseases. They are common dog
viruses here in Frisco. This vaccine is guaranteed when given by
us at the correct times.”

(Demo Piece: Brochure titled “A Guide to Vaccines”)

Lepto Vaccine:
Lepto is a bacterial disease spread wild animals. It causes
kidney failure and is contagious to people. Dogs in the DFW
area get this disease every year.”

(Demo Piece: Lepto Brochure)








[68]

Bordetella “Kennel Cough” Vaccine:
“Kennel cough is a VERY common disease all over the country.
It’s like a cold for a dog. It’s spread through the air up to 20
feet. It frequently happens in dogs through fences and on
walks”

(Demo Piece: Brochure of “A guide to vaccines)


Receptionists Surgery Price Quotes:
Receptionists: It’s best to schedule the FREE pre-op exam (and
not quote a price) so the client can come in to get the exact
price. If they need a price by phone quote the BASE PRICE only.

“We need to schedule a free pre-op exam with one of our
doctors. They will get you the exact price for your pet along
with any other possible recommended services to make it as
safe as possible. What day works for you?”

(Demo Piece: See Phone Shoppers Procedure)

Higher Prices than the Client Expects or Is Used To:

See Client Compliance Tips: Use
“FeelFeltFoundEducationDemoFinance.

“I completely understand how that feels when the price is more
than you expect. We’ve had other clients that have felt the
same way. We have found clients appreciate hearing how we
focus on the safest care for your pet.”

Education & Demo: “We offer (services we do that is safer) to
avoid (possible problems).” Show appropriate demo pieces.

Finance: “The required services costs (base price). The
RECOMMENDED services cost (additional costs) extra.

(Demo Piece: Use Printed Treatment Plans AND Demo Models
as Applicable)














[69]

Drill/Quiz for “Client Communication Scripts”:



1. Before you get your trainer to discuss these go through each one practicing what you will say
and how WITHOUT looking at these scripts. These are important. Take your time learning these
until you truly understand them.
2. What happens if we didn’t know or follow these scripts? For the clients? For our staff?
3. Do you have to memorize every script word-for-word? Why or why not?
4. Go through each script with your trainer one at a time. Your trainer acts as the client. Explain
why your trainer should do what you recommend on each topic.
5. Get a pass only after you hit the points in less than 1 minute for each.





























































[70]

19032 – Complications and Client Complaints




Results Statement: To create confidence and efficiency in handling client
complaints and complications with the care of clients’
pets. To handle those complaints with good listening,
empathy, and fairness.





Primary Responsible Position: Receptionists

Key Points:

 Complaints are our chance to IMPRESS! We all have had complaints about businesses. It’s how
the business listens and understands.
 Complaints are almost always caused by miscommunication or a lack of communication.
 Try to determine when or if WE may have failed to properly communicate.
 Complaints should be very RARE.
 ALL complaints should be reported to a manager so we can do everything to prevent them.
 Complaints should be understood enough that they ALL can be solved with common
sense. LISTEN!
 Resolutions should be fair to both the client and the hospital.
 Resolutions should be more in favor of keeping the client happy rather than us.
 If a client does not end COMPLETELY SATISFIED to the point they would refer their
friends it is dangerous to all of our jobs!



























[71]

CLIENT COMPLAINTS

What You Do:
 Look at the problem from the CLIENT’S point of view first.
 Don’t take complaints personally, even if a client makes a personal comment. It’s
not about you.
 Try to handle it at your level first.
 Use good judgment and that it is within reason.
 Receptionists have full authority to discount/refund UP TO $75 if it makes sense.
o Ex: If someone picks up their pet from grooming and are not completely
satisfied with the groom:
 See if the groomer can fix the cut and make them happy NOW
 See if we did not have a clear expectation on the grooming form
they signed. Did the client fully understand before signing? If not, it
is OUR FAULT. Refund the entire groom price. Assure the client will
give us another chance.
 Did we not have them fill out the grooming form completely? If not
refund the entire groom price.
 Did we do exactly what was written and understood on the
grooming form? If we did, then there probably would not be a
complaint!
 Anything OVER $75 needs to go to lead receptionist, other manager, executive,
doctor, or owner.

What the Lead Receptionist Does:

 Lead receptionist has full authority to discount/refund UP TO $150 if it makes
sense.
 Anything OVER $150 needs to go to Director of Medical Services or an
exec….unless it’s over $150 AND it’s obvious.
o Try everything you can to solve the problem NOW. It’s the second biggest
priority we have.
o Let client know that you will have a manager follow up with them.
 Ex: If someone declines bloodwork or a treatment service during
their stay and it accidently gets done, that’s our fault and we can do
a discount for the treatment.

















[72]

COMPLICATIONS IN PATIENT CARE


If we have a patient who has complications following medical or surgical care we will handle it
in one of two ways:

1. If the complication is a result of OUR ERROR: The original service AND ALL remaining
care to correct this complication is completely free to the owner. Everything will be
entered into the patient record under the appropriate doctor with the regular prices
then a “8052 Professional Discount” is entered and the price is changed to a negative
amount under the same doctor to make the total charges as pertains to the
complication are zero. Services unrelated to this complication are charge at regular
prices.

Examples:
i. A patient was given an injection overdose due to someone misreading or
not looking at the syringe.
ii. A patient was dispensed the wrong pills and had a reaction to the
medication.
iii. A patient gets into a fight with another dog in our care because one of
the dogs was not on a leash in the hospital as required.


2. If the complication was NOT UNDER OUR CONTROL and there was no way of us
knowing how could have prevented it: The owner pays only for medications and
products. We discount any exam fees using the “8052 Professional Discount” as above.
Examples:
i. A patient has a suture reaction after a spay.
ii. A patient has a vaccine reaction to vaccines WE GAVE that we had no
prior history of.
iii. A boarder is vomiting despite us giving the proper care, food, monitoring,
etc.

Note: On some occasions patients under our care are not responding to our treatment plans or
are getting worse even with our best efforts. THESE ARE NOT COMPLICATIONS AS DESCRIBED
ABOVE. These cases may require multiple exams, medications, etc, all at regular price.















[73]

Drill/Quiz on “Complications and Client Complaints”:

1. In your own words describe the results statement.
2. Why do we have the procedure? What would happen if we didn’t? How would that negatively
affect YOU?
3. Describe some key points of handling complaints and complications in care.
4. How much can YOU discount if it makes sense?
5. How much can the lead receptionist discount if it makes sense?
6. Describe the two basic types of complications in care. How do we handle each one?



































































[74]

19032.2 – Deposits Mid-Day Verification

Results Statement: To save receptionists time by, 2 PM assuring deposits match what each
client’s credit card has been charged versus what is listed AVImark .





Primary Responsible Positions: Receptionists

Why: To save time at the end of the night when completing the deposit.

When: Monday through Saturday BEFORE 2 PM

How:
1. On each credit card terminal, push the far-right purple button
2. Hit F3 (details total report)
3. Report will print, tear off (Repeat steps 1-3 above) for each
credit card terminal
4. In AVImark go to Work With:
5. Select Reports
6. Check the “print preview” box
7. Ensure correct date
8. Double click on “period totals” to remove out of “Print These”
box
9. Double click on “deposit slip” on right hand side of box to
appear the “Print These” box
10. Hit print
11. Match up each transaction on each credit card totals report to
deposit slip to ensure numbers match up
12. If any numbers do not match up, investigate, by pulling up the
client account and make necessary corrections to ensure
numbers match.

Quiz for “Deposits Mid-Day Verification”:
1. Who is responsible for completing this task? When?
2. How does this procedure help you?
3. Demonstrate the procedure for your trainer.












[75]

19033 - Deposit Slips & Trans. Journal at End-Of Day

Results Statement: To assure the money collected (cards, checks, and cash) is properly
documented and safely stored.






Primary Responsible Position: Receptionist

How:
1. In AVImark –
a. Go to “Work With”  “Reports” – and to deposit slip – Click print.
b. Go to “Work With”  “Reports” – and to Transaction Journal – Click print.
2. (See “Reconciling Transaction Journal”) On the Transaction Journal look under the “By” column.
Assure each line item on every client and patient has the correct initials for the doctor, Rx
Doctor, Etc.
a. If not correct: Go into AVImark and correct each one on the patient’s file. There is no
need to reprint the transaction journal after corrections.
3. Gather checks and cash to reconcile with deposit slip.
4. Print a batch report from the credit card machine (See “Credit Card Processing”)
5. If there are any discrepancies seek to resolve – call client or inform ED.
a. Coordinate client payment or refund and document in AVImark. Use good judgment.
b. For example:
i. If a client just had a pet euthanized we are NOT going to call the same day to
collect 10 more dollars.
ii. If a new client’s card did not get charged, we WILL call them and get payment
now.
6. Group all CC slips and reconcile with deposit slip. Check carefully for accuracy. Again, if there are
any discrepancies seek to resolve. Correct Avimark / Call client.
7. Staple CC receipts to top right-hand corner of deposit slip and 3-hole punch for notebook.
8. Sign bottom of deposit slip to assure accountability
9. Insert all the above: cash-checks-deposit slip-credit card receipts into an lab sample bag (Antech
or Idexx) and slip under exec. director (or associate office for Legacy Vet) office door.
10. Email owner(s) and ED the total revenue amount for the day.

Drill/Quiz for “Deposit Slips at End-Of-Day”:

1. Why do we have this specific procedure this way? What would happen if we skipped it or did it
differently?
2. What would happen if we did not get this perfect each night? For YOU?
3. Show your trainer how to do this at the end of the day with real deposits. Get a pass only when
you can do this alone without needing help at all.





[76]

19034 – Discounts

Results Statement: To get more pets needed care that they otherwise
would not have.
 More new clients happy to try us and return.
 More inactive clients happy to come back.
 More active clients receiving more needed services
for their pet(s).
 More staff members to trust us and use our services

Primary Responsible Position: Receptionist

How:

 When a client presents a coupon with free or discounted pricing, the code will be entered into
AVImark (See following pages for codes).
 All guidelines on the coupons must be followed for redemption (For example: Expiration dates,
use of only one coupon at a time, new clients only, excludes holidays, etc) unless otherwise
stated by the Executive Director or the Client Coordinator.
 The client must present a physical copy of the Legacy Veterinary Hospital publication: Website
Coupon, Gift Certificates
 Facebook, email offers or other electronic discounts must be presented (smartphone/tablet) so
it can be verified
o Date/Time Stamp & Tag coupon entries with a posted follow-up note:
 “Coupon received”
 “Facebook/Email coupon verified”
o Physical coupons will be written on with:
 the client’s name,
 the date received
 the discount taken (Circled)
 Filed in hanging file labeled “Coupons”























[77]

How (continued):

 In AVImark, click in the “Description” box of Medical History and select “New”.
 Type the appropriate code or description in the code or description box and select the doctor
according to the appointment (Ex: “Pet Expo Free Exam Coupon” or Code EXPOEXAM discount
goes under the doctor performing the exam).


































































[78]

Current Discount Codes in use:

1. CLIENTREF: $20 credit for referring a client

2. NCREF: Complimentary New Pet Exam (Care-to-Share program)
3. JSTMVD: Free initial Exam for NEW Frisco residents (Just Moved mailer)

4. PISD, FISD, LISD: Free initial Exam for local ISD staff members (Staff ID/Paystub required)
5. GROOM10: $10 off of a Groom

6. EXPOEXAM: Complimentary New Client/Pet Exam (2015 Dallas Pet Expo)
7. EXPOBRD: Complimentary One Free Night of Boarding (New Clients Only – 2015 Dallas Pet

Expo)
8. WELBACK: Free exam for reactivation clients (Email)

9. BATH: Free Bath Package and Spa (ONLY with Bath Promo)
10. DEMAND10- $10 off Wellness Exam (For clients in danger of becoming INACTIVE)

11. DEMAND53- Free exam (For Clients who have become INACTIVE)
12. YELP: $10 off Yelp review (Review must be VERIFIED)

13. FREE FIRST PUPPY GROOM: $22.50 - $ 35.00 Value

14. 50% Off First Pet Groom: New Grooming Pets ONLY
15. Free Night of Boarding: Enter the treatment, double click, change the “Amount” to the
NEGATIVE value of one night of boarding for their dog’s size. Check out as usual. DO NOT

change this number of nights boarding. AVImark auto-calculates it.


Discount CLASSES or GROUPS:


How to Enter a Client into a Discount Class: In the CLIENT section (top section) of
AVImark double click on the box named
“Class”. There will be a drop down list
of the groups listed below. Click on the
appropriate group name and click done.
That’s it.

How to enter charges and estimates for discounted groups: It’s no different. Once the client is into
to the proper group (see above) there is
nothing you need to do differently. The
estimates and charges will
automatically show their discounted
group.



[79]

PET HEALTH PARTNERSHIP MEMBERS: This is an ongoing discount for employees, residents, or
members of certain groups of participating
organizations who have standard discounts with us.

1. The Legends at Legacy:
a. Residents and staff receive 10% off Medical Services

b. Setup as Client Class- VINTAGE PHP
2. Del Webb:

a. FRISCO LAKES Community Residents Free Initial Exam and 10% off services
b. Setup as Client Class- DELWEBB (44)

3. Service Member PHP:
a. Any service member receives a Free Initial Exam and 10% off of Medical Services,

Boarding, and Grooming
b. Set up as Client Class- SERVICE MEMBER PHP (45)

4. FISD, PISD, LEISD, and LISD Schools PHP: (Frisco, Plano, Little Elm, and Lewisville ISD’s)
a. Any local ISD employee receives a Free Initial Exam and 10% off Medical Services

5. Golf Club Links Members:
a. Those members that mention the ad in the club links publications

6. Grace Outreach Center:
a. Those members that mention the ad/postcard for this church.

7. Frisco Gun Club Members:
a. Those members that show you a gun membership card




LVH EMPLOYEES, COLLEAGUES, ETC.: This is an ongoing discount for employees, colleagues,
no-charge clients, etc who have standard discounts with
us.

1. Employees: See policies for levels of discounts

2. Colleagues: Less of a discount than employees
3. No-Charge Clients: Primarily reserved for Dr. Julius and his immediate family












[80]

Drill and Quiz for “Discounts”:


1. Why do we have the procedure to enter discounts the same way every time? What would
happen if everyone did it differently?
2. Go to “Practice Client” in AVImark. Practice the following:
3. Change this client to an “employee”. Enter an exam charge on the patient and show your
trainer.
4. Change this client to an FISD employee. Enter and exam charge for this FISD employee. Show
your trainer. (Hint: It’s a separate no-charge exam)
5. Pretend this FISD client wanted an estimate for a canine annual. Make this estimate. Show your
trainer.
6. Pretend this FISD client gave us a Yelp review and asked for a discount. Enter it. Show your
trainer.
7. Explain what a “Pet Health Partnership” is. How would you enter a client from this group?
8. Get a pass only when both you and your trainer are confident you can do any of these discounts
without help or questions. Do not sign off until you are sure! It will make your job much easier!



















































[81]

19036 – Drop-Off’s

Results Statement: To assure we properly check-in patient that is dropped off for a DVM
and the client returns to pick-up later. In less than 10 minutes, drop-off
check-in obtains the proper forms and info needed for vets. It is
convenient to both the staff and clients.





Primary Responsible Position: Receptionist

Why: It saves everyone time. Drop-off’s give clients and staff a convenient
option for their pet to be seen by a DVM. The doctors can look at these
pets when they have time. We can call the owner with further
questions or when their pet is ready for pick-up.





When: Most commonly is it used when clients are busy and drop off their pet(s)
before work and pick-up after. It is also used during appointments
when we are performing services that take more than 15 minutes. We
offer this to keep the clients from having to sit and wait.






What Are NOT Drop-Offs: Emergencies cannot be dropped off until AFTER the owner has spoken
to the doctor.

Drop-Offs CANNOT happen AFTER 10:30 AM or on Sundays without
doctor or exec approval. If this happens, we may not have time to get
to their pet.
















[82]

How: Check-in as usual, review treatment plan, get approval, gets signatures,
and page overhead:

i. “Tech or TA to reception for drop-off please,……Tech or TA
to reception for a drop-off”
If drop off scheduled for Express TA check-in, page overhead:

i. “Express TA to reception for drop-off please,…Express TA
to reception for a drop-off”

When offering and booking drop-offs it’s often easiest to say:

d. “If you can drop your pet off, we can save you wait time and call
when your pet is ready or if we have questions.”
e. “If you are able to drop off for these vet services, we can offer you
free doggie daycare and call you when your pet is ready.”
f. “Would you like to run some errands and we can call you with
further questions or when your pet is ready?”

Who (what DVM?): On the TYPICAL routine doctor schedule the doctor responsible for drop
offs are as follows (variations in vacation/CE time off can change this
schedule using good judgement):
o Monday – Dr. Kelley
o Tuesday – Dr. Cohen
o Wednesday – Dr. Cohen
o Thursday – Dr. Kelley
o Friday – Dr. Ryder - if not working:
EVEN months Dr. K, ODD months Dr. C)

Certain conditions can ALTER the doctor on the case based on the
best patient care and client service. Examples of these causes are:
 The listed doctor is not working that day or scheduled
to come in at noon or after
 Best patient care:
 Rechecks that would be best on same doctor
 Sick or hurt animals needing faster care
 Best client service:
 Client requesting a certain doctor that IS
AVAILABLE
 Client here to pick up pet early, mistake was
made, etc.
ULTRASOUNDS: they go under that the doctor that is HERE when it is
completed. If the case is being managed by ONE doctor it should be
SCHEDULED WHEN THAT DOCTOR IS HERE.
PRE-OP LAB WITHOUT PRE-OP EXAMS: they go under the DOCTOR
DOING the surgery. The improves continuity of care and client service.



[83]

DRILL/QUIZ FOR “DROP-OFFS”:
 In your own words describe what a “drop-off” is.
 Why do we offer this service?
 When do we NOT offer this service without approval from a doctor or exec?
 What would happen if we didn’t offer this?
 Do we offer it during some appointments?
 Give an example of what you would SAY when offering a drop off. Role
play.
 What would happen if we offered it on the wrong doctor? To the patient?
The client? The doctor?






























































[84]

19037 - eFAX




Results Statement: To assure great communication with our clients, vendors,
referring vets, etc. by properly send and receiving faxes
electronically.

How:
1. Log on to
https://service.ringcentral.com/?s=1210&localeId=en_US#/ente
rCredential
2. At the login box use
[email protected] and the
password D0gtail$





3. Once you have logged in you will be at the main screen. Here
you will see if you have any faxes waiting or you can send a
fax from this page.









4. To send a fax click on the paper on the right side of the screen





5. This will open another window
where you will enter the receiving
fax number and you can add a
cover sheet and attach a file. Once
done press send. You will get an
email confirmation when the fax
has been delivered.




[85]

19038 – Emergencies


Results Statement: To assure all pets who need a doctor immediately (and clients who feel
their pets need to see a doctor immediately) get that service, are
charged appropriately, and satisfied. To assure cases are properly
triaged if we have multiple emergencies in the same time frame.



What is an Emergency?: If the pet or the client needs a vet RIGHT NOW, it IS an emergency. It
does not matter whether we are fully booked, totally caught up, client
does not have money, gets euthanized, etc. It is an emergency.

When Do We See Them? ANYTIME WE ARE OPEN. If there is any question, ask a doctor.

When Client Calls Ahead: Receptionists as much information about the pet and relay the
information to the treatment staff.

What if a doctor is not here? See procedure 19040 Emergencies with No Doctor.


Three Types of Emergencies:

True: Pet is critical and client knows it.






Pet Only: Pet is critical but client does NOT KNOW IT.












Client Only: Client FEELS pet is critical although it is NOT






[86]

How Each Type is Treated: All three types are treated exactly the same. We get a doctor
immediately! See the next page.

Steps to take for Each Type:


True Emergency: Pet is critical and client knows it. This is the type that is the most common.

1. Page overhead “Technician to reception STAT!” Technician will get the pet to the
doctor IMMEDIATELY
2. Client stays in the building. THE CLIENT DOES NOT LEAVE UNTIL THEY HAVE
SPOKEN TO THE DOCTOR. We need to make life and death decisions NOW. A
doctor needs to speak to that person in person before they leave!
3. Client signs a full treatment plan recommended by doctor and pays the FULL
AMOUNT of treatment plan as a deposit BEFORE leaving. Certain exceptions to this
deposit will be made by doctors and management only.

Pet Only Emergency: Pet is critical although the client does NOT KNOW IT.

1. IF IT IS AN OBVIOUS EMERGENCY (NOT BREATHING, EXCESSIVE BLEEDING, ETC.):
Page overhead “Technician to reception STAT!”…or…Technician will get the pet to
the doctor IMMEDIATELY.
2. IF IT IS NOT AN OBVIOUS EMERGENCY: Get a technician to determine if the patient
should be treated as an emergency. Do this by paging “technician triage”.
3. If it should be treated as an emergency, client will need to be informed that the
animal is having an emergency and will need to see a doctor IMMEDIATELY! The
emergency exam fee applies because we will not let their pet suffer and go
without immediate treatment.
4. Client stays in the building. THE CLIENT DOES NOT LEAVE UNTIL THEY HAVE
SPOKEN TO THE DOCTOR. We need to make life and death decisions NOW. A
doctor needs to speak to that person in person before they leave!
5. Client signs a full treatment plan recommended by doctor and pays the FULL
AMOUNT of treatment plan as a deposit BEFORE leaving. Certain exceptions to this
deposit will be made by doctors and management only.

Client Only: Client FEELS pet is critical although it is not

1. Page overhead “Technician to reception STAT!” Technician will get the pet to the
doctor IMMEDIATELY
2. Client stays in the building. THE CLIENT DOES NOT LEAVE UNTIL THEY HAVE
SPOKEN TO THE DOCTOR. We need to make life and death decisions NOW. A
doctor needs to speak to that person in person before they leave!

[87]

3. Client signs a full treatment plan recommended by doctor and pays the FULL
AMOUNT of treatment plan as a deposit BEFORE leaving. Certain exceptions to this
deposit will be made by doctors and management only.


Which Doctor? Below is a basic guideline of which doctor would be best to see the
individual pet emergency. It is a form of triaging of which doctor should
handle the case.

GUIDELINE: In numerical order starting with the MOST likely doctor to
take the case to the least likely doctor. For example: If one doctor is on
the phone (#4) and the other is in an exam room (#5), the doctor on the
phone politely hangs up and takes the case.

1. Doctor completely caught up and NOT leaving for lunch or end-of-
shift within 30 minutes.
2. Doctor only working on medical records
3. Doctor standing in treatment room
4. Doctor is on the phone.
5. Doctor is in an exam room.
6. Doctor is in surgery.

NOTE: It is understood that there can be exceptions using good
judgment. We always keep the priorities in line with:
1. Pets’ health staying the highest priority and
2. Client service staying #2.
3. Doctor’s convenience or preference is a DISTANT third

Emerg. Surgeries when Open:
Reschedule other clients?
 Whenever emergency surgery will delay other clients, receptionists
must be informed call to re-schedule those appointments.
 Those receptionists will explain to the reason for the re-scheduling or
delays.
 It’s easier to re-schedule existing clients than new clients. You will want
to be more creative and accommodating to get new clients seen.
 We can offer clients incentives such as free bath or NT as a thank you.

Block-Offs:
 Block off time in the schedule to allow the DVM and their team to
devote themselves to the patient needing the surgery.











[88]

How we handle the other appointments:

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.




Drill and Quiz for “Emergencies”:

1. What would happen if we did not have the procedure?
2. WHEN do we see emergencies?
3. When should you page “Tech Stat”? Should you wait 30 seconds?
4. On the PET only emergency, what would happen if you did not tell the client about the
emergency fee as you paged “Tech Stat”.
5. What could happen if the client left before talking to the doctor personally?
6. What could happen if we did not get FULL payment before the client leaves? What if they did
not sign the treatment plan?
7. What do we do with the other waiting or upcoming appointments? Who does this?


























[89]

19040 – Emergencies with NO DOCTOR

Results Statement: To properly handle an emergency with no doctor in the building
in a way that is best for THAT PATIENT, not what is best for us.















Primary Responsible Position: Technician

Overview: Occasionally clients will walk in with emergency cases when we
do not have a doctor in the building. This typically would
happen before 8 AM on weekdays or during lunch hours. This
procedure gives you the exact steps to take in order to get the
patient cared for as soon as possible.

See “Emergencies” procedure for definition and three types of
emergencies. This procedure applies to all three types of
emergencies. In most emergencies it is safe to wait the 10-15
minutes on our doctors while our techs do what the doctors
advise by phone.


























[90]

What to do on emergencies with NO DOCTOR:

1. Before 8 AM:
a. Page a technician to come take the patient to the back and monitor.
b. Immediately call the appointment doctor that is scheduled to arrive at 8AM on that
doctor’s cell phone number.
i. If not reached leave a voice mail.
ii. Call the surgery doctor or any other doctor scheduled for that same day.
iii. The doctor WILL call back before they get here.
c. Communicate very clearly with the client on the following:
i. We do not have a doctor in the building at this time but are calling our doctors
to get an estimated time they can be here AND anything that can be done for
their as the doctor directs us by phone.
ii. If we are unable to immediately reach our doctors the client has the option of
taking them directly to the emergency clinic where they are open with doctors
on staff. They can also wait until our doctor calls back.

2. On lunch or during doctor meetings out of office:
a. Same as above but:
i. Call the doctor who is next scheduled for appointments. That doctor WILL have
his/her phone available and cut their lunch short to return here and treat the
patient.
ii. Keep in mind that the doctor may not be able to immediately answer their
phone but should be able to call back within less than 5 minutes.
iii. Tell the client what you are calling the doctor to get them back to the clinic
ASAP.
iv. The emergency clinic is NOT open but the client always have the option of going
to the closest clinic to us which is Stonebriar Vet 1 ½ miles south on Legacy. We
want whatever is best for the patient, regardless of which clinic.



Drill/Quiz on “Emergencies with NO DOCTOR”:

1. Why do we have the procedure? What might happen if we did not?
2. Explain what YOU would do and say in your position when this happens:
a. Before 8 AM
b. During doctor lunches or doctor meetings held outside the building









[91]

19042 – Exam Room Efficiency

Result Statement: To have EACH veterinarian see appointment in TWO exam
rooms with each appointment staggered by at least 10 minutes.
To have support staff properly scheduled and trained in their
position so that we are increasing quality patient care, client
satisfaction and staff well-being. We are doing this while being
prepared to handle emergencies and urgent care….keeping
appointments on time at least 90% of the time.

Primary Responsible Positions: Receptionists, Techs, TA’s, Express TA’s, and Doctors




CRITICAL FACTOR: These three critical factors are true every day for all positions. They are
even more critical for exam room efficiency. If they are not followed

1. DON’T ABANDON YOUR POST!
2. HELP OTHERS…after you have handled your own post.
3. DO ONE THING AT A TIME, IN THE RIGHT ORDER: In most every
situation, we have specific positions to handle it. If you have two
responsibilities at the same time know what to do first! Get help if
someone else is caught up. Follow this order.

CRITICAL PETS:
a. Emergencies: If you are needed, help! If not, move on.
b. ICU/Critical Pets: Treatment Techs and TA’s handle this.

CRITICAL CLIENTS:
c. Doctor Appointments: Doctors and Room Techs
d. Express TA Appointments: Express TA’s

UNSCHEDULED:
e. Walk-ins/Urgent Care Visits: Only after appointments
f. Drop-Offs: Finish when caught up or in-between above.


















[92]

BLOCK-OFFS:
Saturdays
 Exam Room 3 (Start Time 8:00 am)
o E-Slot (20 minute)
 9:40 – 10:00 am
 1:40 – 2:00 pm
o Buffer
 11:40 – 12:00 pm
 3:40 – 4:00 pm
o Out of Office (Lunch)
 12 – 1 pm
 Exam Room 4 (Start Time 8:20 am)
o E- Slot (20 minute)
 10:00 – 10:20
 1:50 – 2:10 pm
o Buffer
 11:40 – 12:00 pm
 3:40 – 4:00 pm
o Out of Office (Lunch)
 12 – 1 pm
Sundays
 Exam Room 3 (Start Time 10:00 am)
o E-Slot
 11:40 – 12:00 pm
o Buffer
 1:40 – 2:00 pm
 Exam Room 4 (Start Time 10:20 am)
o E-Slot
 1150 – 12:00 pm
o Buffer
 1:40 – 2:00 pm




























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Scheduling (receptionists):

 Stagger appointments so that no appointment starts at the same time.
 Schedule appointments 10 minutes later than appointment on opposite room
 FOR OWNERS WITH MUILTIPLE PETS - schedule in THE same exam rooms to maintain exam
room efficiency. Schedule each pet the appropriate length of time for THAT INDIVDUAL PETS
APPOINTMENT so both pets’ times are added together.

Example: If one owner is bringing in two pets for annual visits each pet is scheduled for 20
minutes back-to-back in the SAME ROOM as it happens. We realize there may be another
appointment 10 minutes after starting this one. It may be delayed a few minutes. That’s okay.

 IMPORTANT!!!:
o DO NOT add space or block-offs between appointments.
o DO NOT scheduled the same TYPE of appointment within 10 minutes of each other.
o Appointment schedule is NOT to look like a checker board with empty spaces in
between appointments. The goal is to have one doctor to be able to see double the
normal number of appointments.

Drill/Quiz for Exam Room Efficiency:

1. Why do we have the procedure?
2. What would happen if we did not follow this exactly as written? How would it affect you? How
would it affect those you work with?
3. Do you stagger appointments by 10 minutes?
4. Do you add spaces or block-offs between appointments so it looks like a check board? Why or
why not?
5. With AVImark open show your trainer how you schedule on exam room efficiency days.
































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19044 – Express TA Services

Result Statement: To assure great client service by offering express check-in and check-out
appointments. This service is more personable and avoids any wait
time for the client. This service also improves the clients understanding
and acceptance of what their pet may need, both here and at home.







Primary Responsible Position: Tech Assistants (other positions may be scheduled in this position)

WHAT? Ten-minute TA appointment time for clients dropping off or picking up
their pets for anything that INCLUDES vet services. This includes
boarding with vaccines, grooming with blood panels due, boarding pick-
ups with vaccines, etc.


WHY? Our clients are in a hurry. You are too. This service SAVES YOU TIME!
IT SAVES OUR CLIENTS TIME!

It also avoids interruptions for other techs and TA’s working on doctor
appointments.



WHERE? Exam rooms ONLY! Express TA’s complete these appointments IN THE
EXAM ROOM. Express TA’s say in treatment or pharmacy when they are
caught up, not in the reception area.






WHEN? Express Hours:
Monday- Friday: 7:00-9:00am and 5:00-7:00pm
Saturday: 10:00am-12:00pm
Sunday: 12:00-1:00pm










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EXPRESS TA CHECK-IN’S:

How to Schedule: When scheduling a boarding, grooming, or drop-off WITH VET
SERVICES offer express check-in services.

“Because your pet is in need of vet services and we value YOUR
TIME, we need to have staff member and the paperwork ready
for you when you get here. We can schedule that check-in
time now. We have ____ and ____ available. Would either of
these work for you?”

Plan B: “If scheduling a check-in time does not work for you,
we can review all of the services by phone. This will allow us
to at least have accurate paperwork ready for you. You may
be a wait at check-in. Can we review these services now?”....if
not, “When is a good time for us to call you back?”

Last Resort: “If scheduling a check-in time or discussing
services by phone does not work, we can take care of all of this
when you get here. Keep mine there may be a wait to check-
in and the process will take longer.”

o Pick a 10-minute express TA slot (on the AVImark
appointment calendar) that is available and works for this
client. Schedule it as per procedure.
o If they refuse or these times are not convenient let them
know it is fine but there may be a wait when they come in.

How to check-in: The actual check-in process will be the same but it will be done
COMPLETELY by the express TA. Receptionists only need to
page that the client has arrived by paging “Express TA to
reception area please…(pause)…Express TA to reception area.”

How to Perform:
 When client arrives, bring them into an available Exam
Room
 Review the “Yearly Wellness Services” Form that has already
been filled out. See procedure “Yearly Wellness Forms”
under “Receptoinists” in the procedures manual
 Briefly explain the required and recommended services and
their due dates.
 Next review the Treatment Plan and have owner sign ALL
required forms. (See Checking-in Procedure)
 Take the pet and records to the appropriate area making
sure EVERYTHING is labeled, including the pet and proper
board on the wall. You can page overhead for kennel or
bathers to pick up the pet if you are busy.

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EXPRESS TA CHECK-OUT’S:

How to Schedule: When a client is dropping off a pet for services we must offer
them a designated Express Check-out window.

“Because your pet has received vet services and we value
YOUR TIME, we need to have staff member and the paperwork
ready for you when you get here. We can schedule that check-
out time now. We have ____ and ____ available. Would
either of these work for you?”

Plan B: “If scheduling a check-in time does not work for you,
we can review all of the services by phone. This will allow us
to at least have accurate paperwork ready for you. You may
be a wait at check-in. Can we review these services now?”....if
not, “When is a good time for us to call you back?”

Last Resort: “If scheduling a check-in time or discussing
services by phone does not work, we can take care of all of this
when you get here. Keep mine there may be a wait to check-
in and the process will take longer.”


o Pick a 10-minute express TA slot (on the AVImark
appointment calendar) that is available and works
for this client. Schedule it as per procedure.
o If they refuse or these times are not convenient let
them know it is fine but there may be a wait when
they come in.
 Explain to Client that the purpose is to eliminate wait time.
We will have someone waiting for them and their pet.
 This will not be scheduled the same way an Express Check-
In is scheduled.
 In the 10 minute window the client chooses, you will right
click and select “new block off”.
o “Daily Block Off” window will open.
o Check to make sure you have the correct date
o Change the block off length to accommodate the 10
minutes.
o Under “Reason”, enter the patient’s first and last
name, and the type of pickup it is. (i.e., “Fluffy
Smith- Boarding Check Out” or “Bella Smith-Tech
Release”)
o Done






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