Page 15 - Receptionist

19004 – Appointment Confirming

Result Statement: To make a personal and friendly phone call to all clients within 24 hours
of all appointments. This will assure the client will show up on time for
the appointment time/date that works best for them. It helps assure
we can help plan for tomorrow, stay on-time with appointments, and
avoid almost all client waits.

Primary Responsible Position: Receptionist

Who:
 PM Receptionist (Refer to PM Receptionists’ Checklist)
 Check-Out Receptionist (Refer to Check Out PM Checklist)

When:
 PM Receptionist - between 2 and 4 PM
 Check-Out Receptionist: Between 9 AM - Noon

What Appointments:

 ALL appointments that do NOT already have the “confirmed” button
checked on the appointment in AVImark. This includes boarding,
grooming, tech appointments, etc.
 ALL surgeries, even if they have already have the box checked as
confirmed. We do this for two important reasons:
o We need to assure they do not feed or water after 10 PM
the night before AND
o They arrive between 7 and 7:30 AM.
 Basically we confirm ALL all appointments except the two types
below. (euthanasia, appointments made today)

What NOT to Confirm:
 Euthanasia
 Appointments made today for the tomorrow’s appointments

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