Page 99 - Receptionist
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EXPRESS TA CHECK-IN’S:
How to Schedule: When scheduling a boarding, grooming, or drop-off WITH VET
SERVICES offer express check-in services.
“Because your pet is in need of vet services and we value YOUR
TIME, we need to have staff member and the paperwork ready
for you when you get here. We can schedule that check-in
time now. We have ____ and ____ available. Would either of
these work for you?”
Plan B: “If scheduling a check-in time does not work for you,
we can review all of the services by phone. This will allow us
to at least have accurate paperwork ready for you. You may
be a wait at check-in. Can we review these services now?”....if
not, “When is a good time for us to call you back?”
Last Resort: “If scheduling a check-in time or discussing
services by phone does not work, we can take care of all of this
when you get here. Keep mine there may be a wait to check-
in and the process will take longer.”
o Pick a 10-minute express TA slot (on the AVImark
appointment calendar) that is available and works for this
client. Schedule it as per procedure.
o If they refuse or these times are not convenient let them
know it is fine but there may be a wait when they come in.
How to check-in: The actual check-in process will be the same but it will be done
COMPLETELY by the express TA. Receptionists only need to
page that the client has arrived by paging “Express TA to
reception area please…(pause)…Express TA to reception area.”
How to Perform:
When client arrives, bring them into an available Exam
Room
Review the “Yearly Wellness Services” Form that has already
been filled out. See procedure “Yearly Wellness Forms”
under “Receptoinists” in the procedures manual
Briefly explain the required and recommended services and
their due dates.
Next review the Treatment Plan and have owner sign ALL
required forms. (See Checking-in Procedure)
Take the pet and records to the appropriate area making
sure EVERYTHING is labeled, including the pet and proper
board on the wall. You can page overhead for kennel or
bathers to pick up the pet if you are busy.
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