Page 66 - Client Coordinator

3026 - Reactivation Call List

Results Statement: Our clients who have not been here for 18 months or longer are contacted in order to

1. See if we can help their pet and have them return or
2. See if they have moved or no longer need to come here.

The call should convey our GENUINE, CARING interest in the health and wellbeing of the
pet and client. The tone of this call is “We miss you and would like to see how we can
help keep your pet healthy.” During thiscallwe offer of a complimentary exam with the
update of all vaccinations and well care needed by the pet

Procedure: Generate a reminder list that is dated 18 months prior to today’s date from AVImark
(see number 3 for instructions). Place one call with the offer of a complimentary exam.
The appointment should be made within 2 weeks of the call.

How:
1. In AVImark go to Work With
2. Click Information search
3. Click Client Coordinator
4. Double click Reactivation Letter
5. Search Criteria will come up
6. Client Codes, does not contain “i”.
7. Patient Codes, does not contain “d,i,h,m”
8. Change dates “And Patient Reminder Due” is between: double click the first date
and change it to 18 months and 3 weeks prior to today’s date. Then go to the next
date range and set it for 7 days after the first date you set.
a. Enter the dates without slashes or dashes: January 14, 2014 would be
entered as 011414.
9. Patient reminder codes does not equal: This section we use to exclude code that we
don’t want to send letters out for. If you need to add this section, please do so
following the same pattern (a comma between the codes without a space.
10. Click save. This will exit out of the area you are working with. AVImark does not
know why it does this. Follow the steps to get to that point again.
11. Click Search to generate a list. Make sure the list is correct. The list should be
printed.
12. Go to print, make sure the correct printer is chosen and click print. Return to
AVImark and review each client file. Verify through each client file that the
reactivation call should be made paying attention to the following:
a. Obvious cases that should not receive a call.
b. Signs that a pet was euthanized but for some reason wasn’t coded properly
in their file.
13. Return to the “work with section” , follow b – e.
14. For clients that are not to get a letter go to Client does not equal. Add the client
account number (s) of those who are not to get a Reactivation letter. Enter the
codes with a comma between account numbers without spaces, i.e. 2001,5016.
15. Search again and check the list to make sure the people you wanted off the list, are
off of the list.
16. Click Printer and print off call list

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