Page 100 - Receptionist

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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