Page 34 - Receptionist

Quiz and Drill for “Appointment Making – DVM’s” (open book):

1. Why do we have this procedure? What would happen if we all did not follow it the same way?
2. When booking a new client do we enter them in as a client in AVImark BEFORE they get here?
3. When you get records on a new client that has yet to arrive where do you put these? When do
you enter them into the record?
4. Explain to your trainer when and how you ask about pet insurance. Role play. It should only
take 10 seconds to do this once trained.
5. Where do you put the note of whether or not the client has pet insurance?
6. Role play with your trainer using AVImark and an ACTUAL EXISTING CLIENT and pretend NEW
CLIENT:
a. The Trainer pretends to call acting as that client. Trainee “answers the phone”.
b. Book AT LEAST TWO appointments using the right questions – two different reasons,
two different doctors. (note: Book these on at least one day ago. This way it does not
freak out the staff and doctors when appointments are showing up and disappearing.)
c. Show your trainer the booked appointment before moving onto the next one.
d. Delete the appointment(s) in AVImark.
e. Your trainer deletes the fake new client
7. Get a pass and sign off when both you and your trainer are certain you can and will book clients
this way in less than 3 minutes on each one.

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