Page 32 - Client Coordinator

How:
1. Review the AVImark appointment calendar for all drop-offs for the next two
days.
2. Call each of those clients that are not booked for check-in with express TA.
3. Give these clients the option of booking their check-in with an express TA
service OR reviewing all the addition required and recommended vet services
now by phone (or when convenient for the client). Use the following script for
these calls (in your best words):

“Hi, this is (name) calling from Legacy Veterinary Hospital. I see that (pet name) is booked for (reason for drop
off) on (date). Is this correct?”......

“Our records show that (pet name) is also due for some veterinary services, some of which are required for
his/her stay. We often times have many clients checking in or out at the same time. I can save you a lot of
time during your check-in process. Do you have about 5 minutes or less to discuss this?” ... (if not, ask when
you can call them back).

“If we can book you with one of our express tech assistants for check-in we will have someone waiting for you
and the check-in process should take less than 10 minutes.” (If they can then book a 10-minute slot on the
AVImark express TA calendar)

(If they cannot book during one of these times)... “I understand the express TA check-in will not work for you.
Can I review (pet name)’s vet services due with you now?”

(if yes, then go over exactly what is due and which required and recommended. Do NOT use the term
“optional” services. Create a treatment plan in AVImark with exactly what they plan to do for their pet).

4. Document everything you discussed or planned on the appointment itself in
AVImark. This will allow any staff member to know what not to repeat when
the client checks in.

Drill/Quiz for Drop-Off, Non-Express TA Calls:

1. Why do we have the procedure? What happens if we don’t? For the client? Receptionist? Pet?
2. When do you do this procedure? How often?
3. How will you remember to do this everyday? (hint: It’s the same way you don’t have to remember
anything to do. It’s on a list starting with “Weekly…”.
4. What clients do you call? For which on the appointment calendar? What if you are off for the next
three days?
5. Using an actual upcoming appointment and patient record that applies to this procedure ROLE PLAY
with your trainer with your trainer acting as the client.
a. Book at least one time with an express TA appointment for that day.
b. Review by phone without express TA appointment at least once.
c. Move to the next step when you and your trainer are both comfortable so far.
6. Now actually call at least one client above following all steps WITH YOUR TRAINER WATCHING AND
LISTENING. Get a pass when both you and your trainer are comfortable that you will do this correctly
daily.

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