Page 136 - Receptionist

Multiple Phone Lines or a Busy Lobby:

 Each receptionist should be able to handle at least 3 lines at the same
time without leaving a client on hold for more than a minute without
being updated.
 If you need to place a call on hold immediately while you are assisting a
client or call, answer the call with:
o “Good morning, afternoon or evening. Thank you for calling
Legacy Veterinary Hospital, this is “____” speaking. Is this an
emergency or may I place you on a brief hold?”
 Once the client on the phone acknowledges that it is okay to place them
on hold, place the call on hold
 If the phone starts beeping at you while you are helping the clients in
the lobby, pick up the headset and let the client on the phone know that
you haven’t forgotten them.
o Ask the caller, “To avoid having to keep you on hold, may I
please take your number and call you back?”
o Make sure when you get the client’s name, phone number, and
pet’s name. Take the message ON A MESSAGE FORM, not on a
scratch piece of paper.
 Thank the client and call them back within 15 minutes.

Placing a call on hold: On the phone press Hold. You will see the light on that line blinking.

Picking Up a Call On-Hold: Pick up the phone and push the blinking button of the line on hold.

Returned Robocalls:

When a client returns a robocall:
1. Open the client’s account
2. Review the patient’s chart follow-ups/communication notes
3. If the client is returning a call from a follow-up that states
“Client Activation Dr. “___” VM, transfer the call to the Client
Coordinator, if available.
4. If CC not available, say, “Dr. ___ wanted to remind you that
“pet’s name” is due for vaccines and wanted to get you
scheduled. What day works best for you?”
5. If you are completely swamped, say, “Dr. ___was calling about
“pet’s name. I will have the CC call you back. What’s a good
number?”
6. Document the communication on the patient’s chart and give
message to CC.

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