Page 106 - Receptionist

19048 – Follow-up List

Result Statement: To assure all client have caring and punctual follow-up phone calls on
administrative (non-technical) issues. Clients feel well served. Clients
appreciate each and every call. All receptionist follow-up calls are
completed DAILY WITHOUT FAIL.

Primary Responsible Position: Receptionist who initials checklist as follow-ups completed.

Resources: Computer with AVImark, Phone, Individual trained on “AVImark 101”.

Steps:

1. Start follow-up list at 9 AM or after day.
2. Go to: Work With > Follow-Up List.
3. Change the title on all follow-ups needing to be made by doctors or
techs to “DTC” (Doctor to Call) or “TTC” (Tech to Call”)
4. Identify the calls needing to be completed by receptionists TODAY:
a. All calls in red (calls to be made today) AND
b. Are NOT listed as “DTC” (Doctor to Call) or “TTC” (Tech to
Call”)
5. Start at the top of the list and complete EVERY CALL IN RED. Call the
client.
a. Start the description with your date/time stamp.
b. Finish the description with brief (<1 minute to type)
description of what the all was. Example: “LMOM
informing the client their special order was ready to be
picked up.”
c. Post that follow-up call to the patient record. (right click >
post)
6. Move on to the next call in the follow-up list.
7. When all calls are completed INITIAL THE LINE ON YOUR CHECKLIST
on Follow-Ups as completed.

Notes and Tips:

1. There is no need for receptionists to write lab results on follow-ups,
even if negative. Doctors or techs will do this.
2. Negative fecal exams or heartworm tests are for techs to call.
3. Lab panels and positive results are for doctors to call.

Drill/Quiz on Follow-up List:

1. Why would you COMPLETE your position’s follow-up list every day?
2. What would happen if you skipped it or only did 90% of it? For the clients? For you?
3. PRINT on of your position’s checklists. Show trainer where the follow-up line is?
4. Pull up the follow-up list in AVImark for your trainer. Make one call from it to an actual client.
Complete the procedure above. You get a pass when your trainer confirms you can do it.

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