Page 3 - Client Coordinator

Table of Contents

3000 – Client & Finance Coordinator Position Agreement ..................................................................................... 4
3002 - Absences of Client Coordinator ................................................................................................................... 7
3004 – Accounts Receivable and Bad Debt........................................................................................................... 11
3005 – Boarding Pets Phone Calls .......................................................................................................................... 16
3006 – Care Credit Payment Solution .................................................................................................................... 19
3007 – Client Acceptance Tips (CAT) ..................................................................................................................... 22
3008 – Client Coordinator Weekly Checklist .......................................................................................................... 25
3009 – Client Feedback ......................................................................................................................................... 26
3010 – Complications and Client Complaints ....................................................................................................... 27
3011 – Drop-Off, Non-Express TA Calls ................................................................................................................. 31
3012 - Groom Reactivation Calls ........................................................................................................................... 33
3013 – Holidays that are Pet-Themed .................................................................................................................. 34
3014 – Inactivating Clients and Patients ............................................................................................................... 40
3016 – Inclement Weather ................................................................................................................................... 44
3016.2 – Insurance Discussions with Clients ........................................................................................................ 47
3017 – Microchip Registrations ............................................................................................................................ 49
3018 - New Client Welcome Packets .................................................................................................................... 52
3019 - New Puppy/Kitten and New Client Packet Presentation .......................................................................... 54
3019.2 – “No Worries” Wellness Plans + Trupanion ............................................................................................ 56
3020 – Payment Plan Procedure ........................................................................................................................... 58
3022 – Phone Call Scripts ...................................................................................................................................... 59
3024 -Puppy and Kitten Packets ........................................................................................................................... 61
3026 - Reactivation Call List .................................................................................................................................. 66
3028 – Reactivation: Making Calls ........................................................................................................................ 68
3030 – Reactivation Letters .................................................................................................................................. 69
3031 - Referral Gifts .............................................................................................................................................. 72
3032 – Referral Program ....................................................................................................................................... 76
3034 – Reminder Postcards for Clients ................................................................................................................. 79
3036 – Reminder E-mails Sent to Clients .............................................................................................................. 81
3038 – Review Responses ..................................................................................................................................... 83
3038.2 - ROBO Client Activation Calls ................................................................................................................... 86
3039 – Robocalls Scripts for Doctors .................................................................................................................... 87
3048 - Wellness and Treatment Call Lists ............................................................................................................. 88
3052 – Wellness and Treatment Letters ............................................................................................................... 90
3039 – Robocalls Scripts for Doctors .................................................................................................................... 92
3040 – Slow Times Action Ideas ............................................................................................................................ 93
3042 - STAT LOG Completion for Client Coordinator ........................................................................................... 94
3044 - Surgeries by Mobile Surgeon .................................................................................................................... 95
3045 – Surveys of Clients ...................................................................................................................................... 96
3046 - VetBilling Payment Plans & Receiving Payments ...................................................................................... 99
3047 - Weekly E-mails: How to Create .............................................................................................................. 105
3048 - Wellness and Treatment Call Lists ........................................................................................................... 110
3050 – Wellness and Treatment Making Calls & E-mailing Clients .................................................................... 112
3052 – Wellness and Treatment Letters ............................................................................................................. 114
3054 – Wellness Plans ......................................................................................................................................... 117

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