Page 32 - Receptionist

NEW Client: Ask: “May I have your name and your pet’s name?”
 Go to the Appointment Calendar
 Find the appropriate location and time, left click, then right click > New
Client
 Fill out the appropriate section of the appointment including the phone
number.
 Click the “New Client” button.
 Tell the client the actual TIME they are to ARRIVE (which is 15 minutes
before their appointment!). For example if they are booked for 1:30 PM tell
them we will see them at 1:15 PM. Don’t say 1:30 again!
 Tell the client: “Go to legacyvet.com to see a bio video of the vet you will
be seeing.”
 When you get records on this patient/client before they arrive put these
records into the “new client binder” in alphabetical order.
 We will enter them in as a client AFTER they get here!
a) Do NOT enter the client into AVImark. Only enter them on the
appointment calendar until they arrive.
 Ask: “What will be seeing ____ for?”
 Ask: “Do you have medical insurance for Fluffy? No. We can discuss it
more during your visit.” List whether or not they have pet insurance on the
appointment window in AVImark.

OFF-PROCEDURE?....When would/should you enter the new client info into
AVImark BEFORE they get here?
There are times when it is obvious that entering the client into the computer
BEFORE they get here is good. On these cases (~10% of the time) it is best to
enter the client info first, scan records, attach, make estimates, etc. This should
save everyone time.

Entering ESTIMATES on New Clients:
In most all new client cases, you DO NOT NEED to make an estimate until after
they arrive. This way you have a better idea of what we will be needed to do for
their pet.

When you need to make an estimate on a new client the day before they get
here use the “over the counter” client just so you have something on paper.

NOTE: We PREFER, not require, all new clients schedule their first visit as an
appointment, NOT a drop-off. We do this for two reasons:
1. Get recommendations directly from the doctor.
2. Meet the doctor so they can trust what we recommend is best.

We want to make it easy for all people to bring us their pets. If the new client
really cannot do an appointment, and it’s NOT an emergency, they can drop-off.

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