Client Care Representative

ANIMAL HOSPITAL OF LAKE VILLA

CLIENT CARE Date: 23 MAY 19 Approved by: MP
REPRESENTATIVE Revised:

CARE CREDIT Policy # R-33

This type of payment is accepted at our facility for any type of services or prescription
products. Essentially, it is like a credit card that can additionally be used at some Doctor
and Dentist offices as well. In order to apply, a credit check will typically be performed.
Clients can apply at the hospital by simply logging on to the website:
https://www.carecredit.com/apply/ Once approved for their line of credit, they will be
able to use it the following 24 hours.

When cashing out Care Credit charges we only offer the 6 month payment plan. The 12
and 18 month carry significantly higher fees. If a client would like to have 12 months
with no interest, 15% of the total bill gets added as a fee as that is what Care Credit
charges us to process a payment with that length of no interest. Anyone who gives Care
credit financing other than (or greater than) the 6 month payment option will have the
difference in the fees deducted from their paycheck. How to cash out a Care Credit
Payment:

1. Open up Web Browser and select the Care Credit Browser
a. https://www.carecreditprovidercenter.com/portal/login

2. Log on to Animal Hospital of Lake Villas Account.
a. The login information should pop up automatically.
b. If the login information does not pop up, it will be located on the
passwords notecard next to the computer screen or inside the right cabinet
door for reference.

3. Once logged in, select the green “New Transaction” button on the top right
corner.

4. Click on “Purchase”
a. If you were doing a refund, you’d select refund.

5. Enter the Care Credit card number and select “Continue”
a. An account a CAN be looked up with a social security number.

6. Enter the amount of the transaction.
7. Select the “Account Terms”

a. The should ONLY be the following:
i. Standard Account – If under $200
ii. 6 Months no Interest

b. WE DO NOT DO ANYTHING MORE THAN 6 MONTHS
8. Select “Continue” to process.
9. Print out the contract terms.
10. Have the client sign the merchant copy and attach the customer copy to their

invoice.
a. If they are checking out in the room, firs make sure the lobby is clear so as
to avoid congestion, dog fights, fear, stress and/or anxiety in our patients.

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ANIMAL HOSPITAL OF LAKE VILLA

CLIENT CARE Date: 23 MAY 19 Approved by: MP
REPRESENTATIVE Revised:

PAYMENT BANC Policy # R-34

Payment Banc is another form of payment used for large procedures. Any invoices higher
than $600 are eligible for 12 month financing. The client must be aware of the following:

1. The client must be approved for Care Credit as that is our way of performing a
credit checking history.

2. For 12 month financing we use Payment Banc and there is a $45.00 set up fee but
no monthly interest.

3. The set-up fee AND the first months payment must be paid on the day of the
procedure and/or treatment.

a. For example, if the client needs to use Payment Banc for a procedure that
costs $1200, then $145 ($1,200/12 + $45) would be due on the day of the
procedure.

4. A contract must be made through the Payment Banc portal, and signed by the
client. The client must bring in the following:

a. A copy of the client’s driver’s license.

b. A voided check must be submitted prior to the time of pick up in order to
set up the contract. They cannot simply write down an account number
and/or routing number as we need to have proof that that bank account
belongs to them.

5. Payment Banc will allow the client to pick the date of the monthly withdrawal
from his or her bank account.

6. The processing of the withdrawal begins 3 business days prior to the actual date.
If the client needs to change the date for any reason, the client must let us know at
least 5 business days prior to the withdrawal date. (Business day refers to Monday
– Friday 8 am – 2pm).

7. Please let the client know that the entire contract set up will take 1-15 minutes.
Sometimes clients are in a rush to pick up their pets from a procedure so this
information is extremely important.

8. Currently only a member of the Executive Strata can sign someone up for
Payment banc. We have worked out a schedule to ensure that there is always one
here but certain circumstances may arise (ex. conferences, training, etc).

9. We do not offer a payment plan other than this. Clients cannot promise that they
will pay a portion of their bill once a month without approval from The Executive
Director or Owner of the practice.

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ANIMAL HOSPITAL OF LAKE VILLA

CLIENT CARE Date: 23 MAY 19 Approved by: MP
REPRESENTATIVE Policy # R-35 Revised:

ACCEPTING CHECKS

Checks can be a tricky form of payment because even though they are directly linked to
someone’s account, they can very easily be returned. This means that they aren’t
necessarily forms of payment, rather a contract that the funds will be there. For this
reason, checks are not accepted as a form of payment.

It is the responsibility of the receptionist to ask all clients how they intend to pay that day.
Whenever a receptionist is going over the estimate, would be a perfect time to do it. This
way, we can ask what form of payment the client will be using before services are
rendered. Here’s a quick script example:

Client Care Rep: We try to give you an estimate before every visit so today, it looks like
your estimate comes out to $137.54 with the wellness exam, rabies vaccine and distemper

vaccine. Of course, we’ll wait until the doctor performs the exam before collecting
payment but how do you intend to pay today?
Client: I was just going to use my credit card.

Client Care Rep: Perfect! We do not accept personal checks as a form of payment but
credit cards are perfectly fine.

Every once in a while, you may end up getting someone who either lied to you and
decides last minute that he/she will be paying via check. If this is the person’s only form
of payment, and we do mean ONLY form of payment, AND they have been a client with
us for a period longer than 1 year, then you may accept a check. The check must be (1)
dated for that day, (2) have the correct amount in the box and written out, (3) have the
client’s information typed at the top, (4) signed and (5) made out to Animal Hospital of
Lake Villa. This is what we call the 5 Check Points. The client must also provide us with
a driver’s license so that we may make a copy. The client must also be informed that
there is a $50 fee for every returned check and if a check is returned, the entire bill
including the $50 fee must be paid within 2 weeks of the visit or else Animal Hospital of
Lake Villa will take legal action.

If a brand-new client lied about how they were paying today’s bill, then he/she may not
take home any medications until the bill is paid in full. The exam for new client is
complimentary and any tests/vaccines/other such that have already been performed will
stay on the account until paid off. The new client has a period of 2 weeks to work out a
different form of payment for any services rendered before they are sent to collections.

53

ANIMAL HOSPITAL OF LAKE VILLA

CLIENT CARE Date: 23 MAY 19 Approved by: MP
REPRESENTATIVE Revised:

RABIES OBSERVATION FORMS Policy # R-36

Rabies Observation
When looking at the schedule the day before, any appointments with health certificates,
euthanasia, hospital admittance, or rabies observation forms require action the day before.
In this protocol, we will be focusing on Rabies Observation Forms.

It is the responsibility of the receptionist to have the rabies observation form ready at
minimum, one hour PRIOR the appointment. This rabies observation form should not be
done during the appointment as it decreases on efficiency. This is how it is done:

1) Printing the form.
a) Open up the patient clipboard.
b) Right click on the patient whom is having a rabies observation.
c) Choose the “Medical Note” option.
d) Enter your initials and search “Rabies Observation”
e) Double click on “!Rabies Observation Lake County form”
f) All the information will automatically upload EXCEPT the checked boxes. You
will check the appropriate boxes for the type of animal, sex, altered, and
confinement information (see notes at the bottom).
g) The rabies Tag number, and date of vaccination will only automatically upload IF
WE HAVE IT IN THE SYSTEM. If this is a new patient, or they received the
vaccine somewhere else, you will need to make sure you manually input that
information.
h) Once you’ve reviewed the information, select “print”

2) Attach the form to the estimate for that client.
a) The estimate for this client should only include Item ID 3699 Rabies Observation
Day 1 if it is an at home observation.
b) The estimate for an in hospital observation (to figure that out see notes at the
bottom) should include
i) (1) 3699 Rabies Observation Day 1,
ii) (8) 400 Hospitalization days,
iii) (2) 400w Weekend hospitalization,
iv) (1) 3700 Rabies Release Day 10,
v) (1) Lake County Rabies Registration,
vi) (1) Rabies Vaccination,
vii) (1) Medical waste disposal. ***It is important to note that if a holiday falls in
during the 10 days then the estimate would include different charges for the
hospitalization. It is also important to note the rabies registration information
(neutered vs. non).

3) On Day 1 of the Rabies Observation
a) Check in the client as usual, having them sign the estimate.
54

b) Place the form inside the folder with the check in sheet, and signed estimate.
c) After the appointment, the form will come back to the receptionist to fax to Lake

County Animal Control.
d) Once the form is faxed, it must get scanned immediately and saved inside the

patient file.
e) After it has been scanned, the form gets placed inside the file cabinet, in the folder

labeled “Past Rabies Observations” so that we can pull it back out for the Day 10
Release appointment.
4) For the release appointment….
a) The form should get attached to the client’s estimate the day before.
b) Check in as usual, placing the form inside the folder for the doctors.
c) Once the exam has been completed, the form will come back to reception.
d) Fax the completed and signed form to Lake County Animal Control.
e) Scan the form into the patient file.
f) Recycle the form and you’re done!
5) At home vs. In hospital observations
a) Rule of thumb goes, if the bite happened within the family at home then the
observation can be done at home, whether the pet is up to date on rabies or not.
b) If the bite happened with someone other than the family member and the patient is
up to date on rabies vaccine, then it can be done at home as well.
c) If the bite happened with someone other than the family, and the patient is not up
to date on rabies vaccine, then it must be done in hospital.
d) Victims of an animal bite to bite, do not need an observation at all.
e) For specific terms or if you have questions, there is a blue cheat sheet given to us
from Lake County Animal Control taped to the reception desk. Use it when
needed or to confirm!

55

ANIMAL HOSPITAL OF LAKE VILLA

CLIENT CARE Date: 23 MAY 19 Approved by: MP
REPRESENTATIVE Revised:

HEALTH CERTIFICATES Policy # R-37

• Health Certificate – Interstate
o Health certificates need to be completed and ready the day before when
estimates are being made so we can get all appropriate information before
they arrive. Make sure you get the final destination address.
o If a Client wants to travel to a foreign country or interstate by plane, they
will need a Health Certificate exam within 10 days of travel.
o Interstate Health certificates can be found in the dog reception drawer
closest to the door.
o For interstate travel go to https://www.aphis.usda.gov/aphis/pet-
travel/interstate-pet-travel and select which state, read and follow
directions – each state has different requirements.
o Fill out owner name, address and the address of where they are going.
o You will need to fill out the animal’s: name, breed, sex, age, weight.
o Enter rabies information and have the Dr. sign.
o Then give the white copy to the owner, send the canary and pink copy to
the Illinois Department of Agriculture the address is on each certificate.
o A state veterinarian needs to sign the bottom of each health certificate.
o We do not have a state veterinarian on staff, the nearest one is in Des
Plaines off Devon Ave :
https://www.google.com/search?q=state%20veterinarian%20des%20plain
es&rlz=1C1CHBF_enUS764US764&oq=state+veter&aqs=chrome.2.69i5
7j69i65j69i59l2j69i60l2.8543j0j7&sourceid=chrome&ie=UTF-
8&npsic=0&rflfq=1&rlha=0&rllag=42025043,-
87877249,2692&tbm=lcl&rldimm=129068033076257290&ved=2ahUKE
wi5kfGatKPiAhUEnKwKHcHPCZsQvS4wAHoECAoQIQ&rldoc=1&tbs
=lrf:!2m1!1e2!2m1!1e3!3sIAE,lf:1,lf_ui:2#rlfi=hd:;si:1290680330762572
90;mv:!1m2!1d42.0513024!2d-
87.8656713!2m2!1d41.998830399999996!2d-
87.9237895!3m12!1m3!1d25439.665241160823!2d-
87.8947304!3d42.0250664!2m3!1f0!2f0!3f0!3m2!1i339!2i412!4f13.1;tbs:
lrf:!2m1!1e2!2m1!1e3!3sIAE,lf:1,lf_ui:2

• Health Certificate – International
o Go to the Aphis website : https://www.aphis.usda.gov/aphis/pet-
travel/take-pet-to-foreign-country and follow requirements.

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ANIMAL HOSPITAL OF LAKE VILLA

CLIENT CARE Date: 23 MAY 19 Approved by: MP
REPRESENTATIVE Revised:

ENCOURAGING CLIENT REFERRALS Policy # R-38
AND REVIEWS

When clients have a good experience at our practice we want them to refer their friends and
family. The best way to do this is through client reviews and referrals.

By giving gift certificates and “Client Referral” cards to established clients, the Client Care
Representative can encourage New Client referrals. This is an important aspect of
increasing the number of new clients coming to our office and directly correlated to our
growth.

We are proud of the quality of care we deliver and we know our practice is one of the
friendliest and caring offices in the city, and most likely the state. There are many pets in
our community who are not receiving the kind of personalized care they deserve and we
need to take responsibility for doing everything we can to reach their owners.

In this day in age, online searches are a huge tool in choosing any new service. The
veterinary industry is not any different. That is why reviews are so important, not only do
they help generate good public image, but they directly help our search engine optimization
numbers.

So, please encourage our “happy” clients to refer their friends and family. Here are just a
couple of examples of how to do this.

“Mrs. Smith, I’m so glad to hear your happy with our services! We would truly appreciate
it if you referred your friends to us. It’s the best compliment we can get!”

“That’s truly very nice of you, Mrs. Smith, thank you! You know, it would really help us out
if you could leave us an online review so that you can let the world know and we can help
more patients.”

“I’m so happy to see that Fluffy is doing so well! If you don’t mind leaving us a review
online, it would truly help us help as many animals as possible.”

“It’s great to hear we were able to help! Have you heard about our awesome referral
program? Essentially, every time you refer a friend, you get a $10 credit on your account.
Just two and Snoopy here can basically get a free nail trim!”

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ANIMAL HOSPITAL OF LAKE VILLA

CLIENT CARE Date: 23 MAY 19 Approved by: MP
REPRESENTATIVE Revised:

ENCOURAGING USE OF THE APP Policy # R-39

For the convenience of our clients and staff, we have a fantastic app for smartphones.
Through this app clients can do all of the following:

• Request appointments
• Send us messages
• Send us prescription refill requests
• View patient information
• Earn Loyalty Rewards points

It is important that we encourage as many clients as possible to use the app for their smart
phone for the following reasons:

• Clients like to save money! There’s nothing worse than “I’ve spent tons of money
here before, and I’m only now hearing about the app?”

• It makes your job easier! The app will send them auto notifications for upcoming
vaccinations, meaning you have to make less activation calls but still get to fill up
the schedule

• It helps track how we’re doing. The app will automatically send clients a
satisfaction survey so it helps tremendously with quality control.

• It makes us up to date with the times. This is 2019, we should be using as many
communication outlets as possible.

The best time to remind the clients about our app is during check out. Just something on
the lines of:

“Alrighty, here is your invoice! And don’t forget to download our app, called Pet
Desk so that you can earn points on this visit. Eventually you can earn up to $100
off an invoice which is an awesome deal!”

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ANIMAL HOSPITAL OF LAKE VILLA

CLIENT CARE Date: 23 MAY 19 Approved by: MP
REPRESENTATIVE Revised:

CLIENT TESTIMONIALS Policy # R-40

We feel it is our responsibility to help established clients and potential clients in getting the
best possible care for their pets. To assist us in this effort, we have put together a a form
for “Success Stories” and a book to place them all in. This book is kept in the reception
area for our clients (especially new clients) to review. Hopefully, this will help clients to
relax more, knowing their pets are in good hands.

When a client is checking out and expresses a good experience, the Client Care
Representative should ask if they would please share their good experience and write a
success story. These forms are kept at the front desk. If a client is shy or embarrassed
(possibly) of their writing style, language barrier, etc., the Client Care Representative
should offer to write it for them, in the patient’s words, so all they have to do is sign it.

Clients may also take the form home and send the testimonial back if its more convenient.
These get scanned into the patient file as well as turned in to the Executive Director for our
Success story book.

59

PLACE
CLIENT TESTIMONIAL

SAMPLE HERE

60

ANIMAL HOSPITAL OF LAKE VILLA

CLIENT CARE Date: 23 MAY 19 Approved by: MP
REPRESENTATIVE Revised:

WRITTEN PRESCRIPTIONS Policy # R-41

Often times, a client may be picking up a prescription product from a separate pharmacy,
not our very own. This will usually occur with heartworm preventions, but can also
happen when we are out of a certain medication.

It is important that this information, not only make it to the summary portion of the
patient but also to the RX column in the patient file. This way, if a doctor needs to review
a prescription he or she can go directly to that tab for reference. It also helps us make the
appropriate recommendations for preventative medications.

When a prescription approval form (see page 62) or the doctor prescribes a medication to
a different pharmacy, you will follow these steps:

1. Open up the Patient Visit List
2. On the item line, write in WRX
3. A written prescription pad will pop up for Dr. McGinniss, where you will type in

E for his signature.
i) If it is a prescription that requires his signature, you will have to delete it later.
ii) If it is from a different prescribing doctor, you will have to type in their

initials. That means RU for Dr. Unger or EM for Dr. Morton.
4. On the drop down, you will scroll to find the correct doctor’s signature.
5. At the very top you will write the prescription under “HX Description”

i) This is the most commonly missed step for beginners but it is crucial that you
do not forget as it makes finding a prescription much easier.

6. Fill out the rest of the prescription.
i) RX: What the prescription is
ii) Quantity: How many tablets
iii) Instructions: What instructions the doctor gave.
iv) Check the refill boxes accordingly
v) Fill ou the pharmacy information
(1) If it is from Chewy, write that in the box and include the fax number you
are sending it to.

7. Select Print
i) If you are handing it to the client, print it right there
ii) If you are faxing it, you need to save it as a pdf
(1) Change the printer to Cornerstone PDF
(2) Save it in the Z-Scanned folder with the LAST NAME_PATIENT
NAME-RX PRESCRIPTION

8. Click okay and save any information so that it makes it to the file.
9. Then a prescription label will pop up. You will fill it with detail.

i) Written Prescription: You will delete this and write the actual prescription
ii) Quantity is the amount the client picked up

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iii) Refills
iv) Filled by: Your initials
v) Instructions: The instructions per the doctor

(1) It may seem redundant to include the instructions again but keep in mind
that some medications like thyrotabs, phenobarbital or kbrovet get
adjusted throughout the years. This is also why its so important to verify
when doing regular prescriptions too.

10. Click “OK”
11. Click on YES if the quantity is correct
12. Click on “Cancel” as you do not need to print the label. It will still save it.
13. From there on, you just make sure to send the prescription to the appropriate

channels.
i) If you need help remembering how to fax something, see our protocol on page

14.
ii) Write an “addendum” to the prescription once on whether it was faxed,

emailed or called in. If you called it in to a specific person, try to get the name
of the person you spoke to. This protects us when pharmacies drop the ball.

62

ANIMAL HOSPITAL OF LAKE VILLA

CLIENT CARE Date: 23 MAY 19 Approved by: MP
REPRESENTATIVE Revised:

FAILED PRESCRIPTION PICK UPS Policy # R-42

Clients may order prescription medications for pick up. How to fill a prescription will be
found in the General Policies and Protocols Manual.

Sometimes a client will order a certain medication or food but will not actually come in
to pick it up. This is why we have a 2 week hold policy on all prescription items (with the
exception of a few Elite Clients). Most prescriptions and all foods have an expiration
date. Overstock of hold medication creates mess and takes up a lot of space. It is the
responsibility of the Client Care Representatives to check the prescription and food on
hold every Wednesday.

1. Go through the prescription drawers or food forms on hold and check the date on
the prescriptions.

2. Any prescriptions or prescription foods that are a week old must be called. Simply
call the client and explain the following:
a. “Good evening Mrs. Smith, this is _____ from Animal Hospital of Lake
Villa. The reason I am calling is because it looks like we still have ______
on hold for your pet. Due to expiration dates, we only hold prescriptions
for 2 weeks but if you need it held longer, I can make a special note here
on the label. Otherwise, the prescription will get placed back on the shelf.
Thank you so much for understanding.”
b. Make a medical quick note about the conversation or message. This way,
if a client is upset that a medication was put back on the shelf, we can
explain to them that we tried to notify him/her of our policy.

3. Any prescription that is two weeks old must get removed from the shelf and put
back where it belongs.

4. Go into the patient clip board, and remove the prescription from the Patient Visit
List so that there is no confusion on whether the client picked up and paid for a
prescription or not.

5. Make a medical quick note about the prescription going back on the shelf due to
the 2 week mark. This will help you communicate with the rest of the team in
case the client in case there is any questions about the prescription.

6. Go in to the Rx tab in the patient file, right click on the prescription and select
“void” so that it will be removed from the medical chart. This way, when a doctor
is wondering if the patient has been on ______ medication, it won’t confuse
him/her.

63

ANIMAL HOSPITAL OF LAKE VILLA

CLIENT CARE Date: 23 MAY 19 Approved by: MP
REPRESENTATIVE Revised:

HEARTGARD/NEXGARD REBATES Policy # R-43

In order to make sure the hospital in not losing money and the clients are getting their
designated rebate/s, at the beginning of the month a report needs to be printed out named
“Invoice Item Sales Information” that will be used to gather some of the required
information needed. This information will be used when entering coupons. The list will
give the names of everyone that has purchased the items listed.

To do this, in cornerstone:

• Reports > Invoice Item >Invoice Item Sales Information (Who Purchased;
How Many Sold)-This is about 11 down on the list that will pop up -Double
Click- **Item ID’s will be needed in the next window that pops up.**
• For Heartgard: (12pk)
• 70Q (for Heartgard 1-25lbs 12pk)
• 70S (for Heartgard 25-50lbs 12pk)
• 70U (for Heartgard 51-100lbs 12pk)
• For Nexgard: (free doses)
• 1303 (for Nexgard 4-10lbs Free Dose)
• 1352-1353 (for Nexgard 10-24lbs Free Dose and 24-60lbs Free
Dose)
• For Nexgard: (6 pks)
• 1329 (for Nexgard 4-10lbs 6pk)
• 1289 (for Nexgard 10-24lbs 6pk)
• 1293 (for Nexgard 24-60lbs 6pk)

• The “Starting Value” and the “Ending Value” section should have the same
number. (except when the numbers can be sequential. As in Nexgard free
doses 1352 *starting value*-1353 *ending value*) Each item ID will need to
be entered individually, following the remainder of the steps listed below.

• On the drop down in the “And/Or” make sure to drop down to include “AND”
• Under the “Description” drop down, drop down to include “Invoice Date”
• In the “Starting Value” Enter the previous month’s begin date (ex:

01/01/2018) and in the “Ending Value” enter the previous month’s ending
date (ex: 01/31/2018)
• Print

Once all required pages are printed, coupons can be entered as usual. A copy of the
coupon codes will be provided. Or they can be found on the actual coupons.

★For coupons where the client purchased 12 Heartgard and 6 Nexgard or 12 heartgard
and 12 NexgardThe clients will need to be matched up before a coupon can be redeemed.

64

ANIMAL HOSPITAL OF LAKE VILLA

CLIENT CARE Date: 23 MAY 19 Approved by: MP
REPRESENTATIVE Revised:

ORAVET SAMPLE FOLLOW UP Policy # R-44

We want to show our clients that their pet’s health is important to us as well. Each of the
SAMPLE codes are linked so that we may give a courtesy call to ensure that our product
is suiting their needs. The CSR should be able to answer general questions regarding the
product sent home, how it is used, why it works, and also give tips and tricks that can
help the clients administer the medications.

1. A reminder phone call will generated approximately 2 weeks after the client takes
the medication home. To find the patient’s to call in cornerstone:

2. Click on Daily Planner
3. Check off “view for all staff”
4. Click on “Call Backs” Tab
5. Open individual Patient’s Call Back that says “Oravet (size)- Sample” by double

clicking.
6. A new screen will pop up. In this screen, you will need to click on “Open”
7. Another new screen will pop up. In this screen, you will be able to view client’s

contact information. Please use this information to make your phone call.
8. Please ensure that all notes are written regarding your discussion in the free space

provided in this new window.
9. Once your phone call has been made AND your notes are entered, you will need

to enter your “Staff ID” AND change “Status” by clicking on the arrow and using
the drop-down menu. Mark “completed” if you have talked to an owner or if you
left a message on the machine. Mark “pending” if a follow up call is needed from
the conversation you had with the owner.
10. Click OK once all prior steps are completed
11. NOTE: IF MARKED PENDING- You MUST change the DATE to the agreed
upon follow-up date in the next screen. This will remove it from view and place it
on the future date.
12. IF WORKING ON ONE THAT WAS PREVIOUSLY MADE PENDING-
Follow all the steps above, but change the “status” to “completed” once your call
is made and written up. Of course if another follow up is needed, then keep it
pending and change the date again.
13. ***The Oravet 14ct and 30ct boxes also have reminder calls linked to them. You
will also find them following the steps above. These clients should be called to
help remind them that they should be running low and we can set aside another
box for them. If we need to follow up because they are not ready, make sure to
make those notes and mark pending also changing the date to the new agreed
upon follow-up date.

65

ANIMAL HOSPITAL OF LAKE VILLA

CLIENT CARE Date: 23 MAY 19 Approved by: MP
REPRESENTATIVE Revised:

SUBPRODUCT BONUS STRUCTURE Policy # R-45

Animal Hospital of Lake Villa manages by statistics and as such, we will be rewarding
those up statistics using the attached bonus structure quarterly. For accounting purposes,
the quarter will consist of the 1st Wednesday of the first month and the last Tuesday of the
3rd month.

This structure breaks it up in to 4 different tiers for bonuses and it is possible to have a
different tier for different statistics. The “MINIMUM” is the amount necessary for your job
completion and it was determined keeping all full time and part time employees in mind. In
other words, the minimum is very much easily attainable and what we require from your
hourly wage. If the minimum of each column is not met, you will receive warnings leading
up to termination.

The other three statistics will be different stats of your valuable final product and they are
as follows:

• Clients Routed to the DVM – This is literally how many appointments for the
doctor you scheduled.
o It will not include:
 Veterinary Assistant Appointments
 Release Appointments
 Suture Removal Appointments
 Missed Appointments
o Ways to improve this stat would be as follows:
 Answer the phone as soon as you can
 Be diligent with Pet Desk, Email, faxes, website chat etc.
 Call those ER reports for follow ups/rechecks
 Schedule recheck appts right away upon check out
 Schedule upcoming vacc at the end of professional visits
 Schedule those activation calls
 Use the on-call column to its fullest
o These numbers are calculated based on a report from cornerstone using your
initials when you are making that appointment. If anyone is caught changing
initials or putting in fake appointments, that will constitute falsifying
numbers and is grounds for immediate termination.

• Activation Calls – These are calls made to clients whom have pets with upcoming
or past due rabies vaccines or wellness exams
o You will get a weekly list to call which will include over 100 clients.
o If you call a client with two pets due, that still only counts as ONE call.
However, if you booked two appointments from it, which does count as 2
Clients Routed to the DVM so try to get as many booked as possible.
o Ways to improve this stat would be as follows:

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 Track your calls made every week, turn in your numbers and make
sure you are using the Magic Jack. If calls that are made are audited,
and there is no trace back to the fact that they were indeed made that
will count as falsifying numbers and that is grounds for immediate
termination.

 Schedule yourself accordingly. There are plenty of people to cover
the front desk if you need to go and make calls.

 Make over 100 calls every week. Remember that some weeks you
may be sick, on vacation or out for a holiday. If you are trying to get
the largest bonus possible, aim to make over 100 calls every week to
ensure you make the final quarterly mark.

 Clean up your list while you are covering the front desk. Some
patients may already have appointments booked, you don’t need to
call those, but you can clean/organize your list while covering the
front desk to make your activation call time more efficient.

 Make your messages short and sweet. You don’t need to tell them
why you are calling, just a short nice message will suffice:

• “Greetings! This is Sandy from Animal Hospital of Lake
Villa just checking on the adorable Sparky, please give us a
call back at (847) 356-8387”

• “Hi there! This is Ben from Animal Hospital of Lake Villa
calling in regards to your account. Please give me a call back
at (847) 356-8387”

• “Hello! This is Janice from Animal Hospital of Lake Villa
and I just wanted to go over some important information
regarding Snoopy. Give us a call back at (47) 356-8387”

 Use a word document to copy and paste your medical quick note. It
will help you get through your calls faster.

o Keep in mind that if they do call back, another CCR can and should go over
the reason we called to try and get that appointment scheduled right away.
That means that while you get a point for the call, the other CCR will get the
point for the appointment made.

• New Client Conversions – All the potential new clients that called in and were
converted into appointments. Keep in mind that this stat will also help your Clients
Routed to the DVM numbers as well.
o These numbers are gathered using the New Client Builder, meaning that if it
was not tracked on there, you will not receive a point for this. Get in to the
habit of using the New Client Builder every single time.
o Those clients will be cross referenced with the new client report in
Cornerstone so any fake new clients added into the builder will constitute as
falsifying numbers and that is grounds for termination.
o Ways to improve these numbers are as follows:
 Train on client conversions! We are happy to role play scenarios to
make you a better communicator.
 Encourage clients to tell their friends by handing out as many
referral cards as you can.

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 Encourage clients to leave us positive reviews help our SEO
numbers.

 Be diligent about the New Client Builder spreadsheet.
o These numbers are calculated using the New Client Builder and are cross

referenced with the New Client Reports in Cornerstone. Falsifying any
numbers are grounds for immediate termination.

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ANIMAL HOSPITAL OF LAKE VILLA

CLIENT CARE Date: 23 MAY 19 Approved by: MP
REPRESENTATIVE Revised:

FOOD/RX ARRIVAL NOTIFICATION Policy # R-46

The purpose of this protocol is to ensure we are making the right and appropriate notes
when calling a client to let them know about a specific ordered item.

Under correspondence in cornerstone, we have filled out a new form that allows you to
use check marks to make calling a client on these notifications much easier. This should
help erase any confusion on whether a client was called on a certain prescription when it
has arrived. To do this, you will follow the next steps:

1. Once a specific item on order(food or prescription) has been placed on hold, a
CCR must be notified to call on it.
i) Do not simply put it on the desk and expect for it to be called. Find a CCR and
let them know, write a message in REC callbacks and/or complete the call
yourself.

2. Open up the note in correspondence.
i) Right click on patient name
ii) Select “Correspondence”
iii) Search Food
iv) Select !Food/Rx Arrival Notification
v) Enter your initials, it will auto input your name on the form in case of
questions or concerns.

3. From there, fill out the important information.
i) Check the box on whether you spoke to the client or left a message.
ii) Change <INSERT RX OR FOOD NAME> to the item for which you are
calling. It is important to not miss this step in case the client has multiple
items on order.
iii) Check the additional boxes once you have reminded the client that the item
will be on the cat side entrance, of our food/rx hold policy and to download
our app in order to earn points.

4. A completed note will look as follows:

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Sometimes you will notice that a client has changed his or her mind about the product
and no longer wishes to pick it up. If that is the case, please make sure to write the
appropriate addendum to the item.
The same goes for if the client has had this item on hold for over two weeks. When a
client is called to be notified about their product being put back into rotation, an
addendum needs to be placed in there. That way, if a client is upset about the item being
put back on the shelf, we can kindly let them know that we tried our hardest to contact
them to get more information. An addendum will look like this:

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ANIMAL HOSPITAL OF LAKE VILLA

CLIENT CARE Date: 31 JAN 20 Approved by: MP
REPRESENTATIVE Revised:

SENDING RECORDS Policy # R-47

Often times you will find that a client would like for us to send records to a different
hospital or even to themselves to keep detailed records of everything. We can only send
records to another hospital or to the client requesting records, never to a separate person. If
at any point any thing sounds suspicious (a different person other than the client is calling,
the client doesn’t have an apt at their hospital, or a rescue is demanding records) please
make sure to call the client to get verbal consent.

To send a vaccine certificate:

1. Often times, groomers or boarding facilities will an updated vaccine certificate for a
client. So you will start by pulling up the file.

2. There are technically two ways to do this but we will show you the quickest one.
3. Right click on the patient name and select “Correspondence”
4. Enter the veterinarian initials who gave the vaccines (found in the reminders).
5. Search “Vaccine Certificate”
6. Make sure that all the vaccines have popped up on the certificate.
7. Change the description at the top to where you are sending it.

a. Example “Emailed to Shagbark”
8. From there you can either print it for the client, email it or fax it somewhere.

a. To print, you just select print and the appropriate printer
b. To email, you select the Email button and fill out the necessary items.

i. Try to include the client in the CC so that they know that you did in
deed try to email it to the appropriate place or in case there was a
problem on delivery, they can pull it up on their phones.

ii. Include a friendly message because remember that we’re the
Nordstroms of animal hospitals, not the Walmarts 

c. To fax, you will select “Print” but change the printer to “Cornerstone PDF”
and save it under the Z-Scanned as Last name_Patient Name-VX Cert
YEAR. From there, you will fax it using our fax machine. For more detail
on faxing, refer to protocol R-09

To send a full history:
1. At the bottom of the patient file, you will see a “Print History” button.
2. Click on the button and a screen for selection will pop up.
3. Unselect the unnecessary information:
a. Billing
b. Check in
c. Estimates
d. PVL-Accepted
e. PVL- Performed
f. PVL- Recommended

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4. Everything else may pertain to the patient file so you want to keep it.
5. If the patient has been with us for more

than 4 years, it may crash on you trying to
pull up the information so you can select a
date range.

a. Under the And/Or drop box select
“AND”

b. A new box will pop up and under
description you will select “Date”

c. From there, enter the date range
under starting value and ending
value. Typically, other practices
only need the last year of history. If
they want all the history, you may
have to extract it multiple times by
multiple years. Your patient history
report should look something like
this:

6. From there, a full history will pop up to
print. You want to avoid actually printing it
if possible as Animal Hospital of Lake Villa believes in reducing as much paper
waste as possible.
a. If the client wants you to print it, ask if you can put it on a disk for them or
if you can email it to them to help save the planet. Let them know that if
they MUST have a printed copy, it will only be the previous year worth of
history.

7. Instead of selecting “SAVE” (which is tempting but it doesn’t save it in the proper
format) you will select “Print”

8. Then change the printer to “Cornerstone PDF”
9. Save the file in the Z-Scanned records under the Last name_Patient Name-AHLV

Hx
10. Once you’ve saved it in its secure spot, start an email or a fax.

a. To find out how to send an email, go to protocol R-08 or R-09
b. If we have previous history in the Z-Scanned folder, please make sure to

include that in the email. That history will come up when you search the last
name and patient name.

To send a copy of Radiographs:

1. Go to the radiograph Dragonfly computer outside of radiology.
2. Open up Dragonfly software
3. Select F9
4. At the bottom, select the envelope button for email
5. Fill out appropriate fields and send.

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Role Playing and Procedure Drills

Information: The following procedures are to be repeated as many times as
necessary until you can do each one correctly and with confidence. This is not a
test. The purpose of role-playing and going over these procedures is to help you
develop accuracy and professionalism in your skills. The only way to develop a
high level of skill is with practice and more practice. Therefore, all the
procedures need to be approved by a qualified employee, Office Manager or
doctor by signing their name on the line under the applicable role-play or
practice procedure drill.

1) Role-play with a qualified employee, all the steps you take when we are
running behind schedule. Repeat as necessary until you can do so with
confidence.

Signed:

2) Role-play your over the phone greeting to ensure you have it memorized.
Signed:

3) Role-play checking in a client to ensure none of the data gets missed.
Signed:

4) Role-play a new client phone call.
Signed:
5) With a qualified employee, go over the steps for handling an emergency.
Signed:
6) Role-play taking a message from a client to the doctor.
Signed:
7) Role-play taking a message from a client to the doctor.
Signed:

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ANIMAL HOSPITAL OF LAKE VILLA

CLIENT CARE DATE: Approved by: MP
REPRESENTATIVE Policy # R-48 Revised:

Policy:

FINAL EXAM

This is a timed exam and must be taken at our office under the supervision of the Office
Manager or doctor. You have one hour to complete the 17 questions. Use separate paper
and please indicate your answers with the corresponding question on this final exam.
Turn your answers into the Office Manager upon completion.

If any answers are incorrect you will be referred back to the appropriate policy for a
review and may take this opportunity to re-write your answer to ensure you get 100% of
the questions correct. The same is true for any procedure drills during your training.

Exam

1) What is the maximum number of times the phone should ring before being answered?

2) What are you supposed to do when a new client calls our office wanting to make an
appointment?

3) In your opinion why is it important to offer the client a coffee, water or Gatorade?

4) What can you do if a client has been waiting too long?

5) Wh?

6) What is our policy regarding phone calls being given to Dr. (name)?

7) In your own words describe why a professional, effective and caring manner when
answering all calls, especially new client calls, is extremely important to our practice.

8) What do you do if a new client doesn’t completely fill out and sign all of our forms?

9) What are the steps to making up a new client chart? Write these steps in your own
abbreviated version for simplicity. Do not “just copy” the steps from the Policy.

10) In your own words, describe why it’s important to talk to clients about their interests
and not yours.

11) Approximately how many minutes past the client’s appointment time do you wait
before going to the doctor or technician to find out how much longer they will be?

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12) In your own words, describe why it is important for clients to refer their friends and
family.

13) What should you do when a client tells you what an enjoyable experience they just
had?

14) In your opinion, what value to the practice is the weekly new client referral source
report?

15) What are the two types of gift certificates we issue at our practice? Are these your
only options?

16) What should be sent to all “established client” referral sources, regardless of the
production outcome of the client they refer to us?

17) How do you know where to distribute the mail when it comes in?

I attest that I understand all the policies contained in this Scheduling
Coordinator Manual. I have completed all of the role-playing procedure
drills and correctly answered all the final exam questions contained herein. I
also have the required initials of the appropriate staff as instructed.

Signed: Date Completed:
Print Name:

Supervisor Signature:

Client Care Representative

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Apprenticeship Checklist
Date:
Name

____ 1) Greets all clients warmly and with a smile.
____ 2)
____ 3) Communicates well with all clients.

____ 4) Is very effective at getting new clients to completely fill out all
forms.
____ 5)
Confirms client appointments and has a proven track record of being very
____ 6) effective at this.

____ 7) Answers phones with a smile and is extremely friendly while being effective
the and quick at answering questions.

____ 8) Contributes greatly to an even flow of clients and high level of production
____ 9) in the office and effectively communicates with the “back” to ensure
____ 10) clients are seen as close as possible to their scheduled time.

____ 11) Knows how to print all daily, weekly and monthly reports applicable to

____ 12) Client Care Representative position.
____ 13)
____ 14) Cooperates with all other staff and doctors.
____ 15)
Sets a good example for other staff.

Contributes to an upbeat and harmonious veterinary practice through actions
and attitude toward clients, staff and doctors.

Keeps clients informed of our referral program and encourages
clients to refer family and friends.

Adheres to the general policies and procedures of our office.

Maintains good personal hygiene.

Always maintains a well groomed personal appearance.

Refers others to appropriate company guidelines as opposed to giving verbal
opinions on procedure or guideline matters.

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____ 16) Has a proven track record of efficiently getting each step on the daily and
weekly Client Care Representative checklist done at the appropriate times.
____ 17)
to Able to effectively schedule every type of appointment we have according

____ 18) our established policies.

Takes ownership for the % of Appointments. Keeps statistic and actively
ensures this statistic stays in a good range, as evidenced by the monthly
overall statistic.

********************

I attest that ____________________________________ has successfully demonstrated
competence on all of the above points.

Signed Date

(Owner signature)

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