Page 64 - Receptionist

19025 - Check-Out for Clients

Results Statement: To efficiently and courteously check clients out while also assuring three
things:

1. Client is completely satisfied with our services
2. We encourage clients to refer their friends and family
3. All charges are accurate before check-out

Primary Responsible Position: Check-Out Receptionist

Participating Positions: Check-in Receptionist, Client Coordinator (rare)

How:

1. Greet the client as the technician brings them out the room. (5
seconds)
2. “Referral Program”. See Procedure 19092 (30 seconds)
a. “How was your visit?”
b. “Do you know anyone with pets we may be able to help?”
c. “Who?” (Get an answer on this.)
3. Travel Sheet/AVimark Charges Reconciliation: CONFIRM & ITEMIZE
ALL CHARGES in AVImark verbally before checking out. (15-20
seconds)
4. Ask the client if they need anything else. (15-20 seconds)
5. Process the payment. (1 minute)
a. Post the invoice by pressing the green dollar sign with the
red + sign on it.
b. A green screen will pop up and you can select “Post”
c. Another screen will present itself and you want to select
“Release”
d. A pink screen will pop up with a payment window, at that
time you can tell the client the amount owed.
6. Enter the payment type. If they pay with a credit card use the
machine to process the payment. (See credit card procedure)
7. Enter the Doctor in which the appointment or services were done
under. Press “Done”
8. Ask the client if they would like their invoice emailed or printed. If
printed, you will print 2 copies of the Avimark receipt and attach
each of them to its’ own credit card receipt.
a. One copy for us to file (copy with a signature on the credit
card receipt)
b. Second copy is for the client to keep.
9. Forward Booking: Book them RIGHT THEN or transfer them to the
Client Coordinator to be booked for their next visit, even it’s a year
from now.

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