The Receptionist

Office Management

Making a Good First Impression

Arguably the most important person in the clinic.

Is the FIRST contact with a potential or existing client.

Golden Rule:– Make clients feel welcome. Show how much you

care that they have chosen your clinic.

First Impressions

Receptionist should SMILE! Greet by name when at all possible. If on phone, acknowledge that someone has

walked in. If busy, take a moment and let the client

know that you will be right with them. Let client know that you are there to serve

them.

Tips

Wear a nametag or have nameplate so that clients know who you are as well.

Act professional, don’t have to gush, but make them feel special.

Don’t keep the client waiting.– Employ the five minute rule. Five minutes from

time client enters until they are placed into an exam room.

Managing the Reception area

Client conversation– Make sure “toxic” topics are avoided

Pet interaction– Fights (receptionist must manage flow)

Children– May need to be corralled or controled.

Triage

Receptionist must prioritize patients as they arrive by the severity of their condition.

Should be able to recognize symptoms of a contagious disease and handle appropriately.

Delays

Delays happen! Explain situation to client. Give options of drop off or reschedule. Try to let them realize that if it was their animal with

emergency that they would want vet’s attention. Don’t forget about clients!

– If they are waiting, make sure they are checked on.– Offer something to drink.

Telephone Skills

The telephone is the clinic’s lifeline. Make sure to answer properly and in a timely

manner. Phone should not ring more than twice before it is

answered.– Not always possible– In some situations, may have to have it go to voicemail if

that is available.– If consistently can not get to phone prior to second ring,

may need to consider more staffing.– Others in clinic need to be aware phone is ringing and

answer if receptionist is busy.

Telephone Skills

Tone and inflection are important when answering the phone.

When answering, identify the clinic, yourself and ask what you can do for client.

Speak slowly and clearly, make sure that you are understood.

– Voice has four components: Volume, tone, rate and quality. Listen to what client is saying, nothing is trivial to a pet

owner. “VTI Animal Hospital, this is Krista, how may I help

you?”

Telephone Skills

No client’s question is unimportant. Even if you have answered something ten

times today, the tenth time is still the first time for that client.

Use the Hold button as little as possible. Always ask prior to placing on Hold. If client

does not want to hold, give option of a call back.

“I have to talk to the Dr”

Veterinarian is a busy individual. See what you can do to resolve situation. Transfer call to technician or office manager

when appropriate. If veterinarian must speak with client, make

sure that client will be available at specific time for veterinarian to return call.

Questions from client

Will usually want to know how pet is doing and then how much bill is. Be able to answer both.

If client is hard to understand, maintain patience or ask caller to slow down or spell things out for you.

Realize the phone works both ways, calling client prior to them calling shows that the staff really does care.

Callbacks or follow ups can be very important. May want to generate policy that every client that comes in is followed up with in some way.

Getting Organized

Know what you should know and how you should know it.

You should know:– How to give clients information that will help

answer questions.– Your clinic’s policies– Your clinic’s procedures– Details of everyday clinic business.

How you should know this information:– If you don’t know answers, know where to find the

answers is important.– Read clinic policy manual and keep it handy for

reference.– Observe veterinarian during procedures so that

you may be better able to communicate procedures to client

– Set up reminder system that works best for you.

Questions

Always act confident. If you don’t know answer, don’t be afraid to say that

you don’t know and that you will find out answer and get back with client.

Better to ask client to wait for information than to give out inaccurate information.

Don’t try to memorize everything. Learn why and how.

Keep yourself organized with some type of system so that you aren’t forgetting things.

Know which patients are in clinic

Frequently check boards or back to know who is in hospital, boarding or grooming areas.

Outgoing receptionist should fill in incoming receptionist of status and hand over any work that has not been completed.

Make sure front desk is organized and things are easily accessible.

Don’t be afraid to modify or change as situation arises.

General Administrative Policies

Know general things about clinic.– Uniform policy– Where veterinarians attended school.– What to do with sales people or drug reps.– Know if there are preferences by Dr. – Know who can have Dr. phone numbers and who

can not– Know emergency policies– Know transfer and referral policies

Personal Safety in the Reception Area

Of course safety from the pets. Client safety.

– Unruly clients– Aggressive clients– Intoxicated clients– What about robberies?

Attire and Speech

Neat and well-groomed appearance. NEVER appropriate to use foul language. Remember that client’s can hear what you

are saying. Remember to speak slowly and distinctly.

Answering Client’s Questions

May not be veterinarian, but get similar questions. Remember that you are not the veterinarian. Need to know routine questions and routine

answers. When, how and why questions. When questions can be answered through hospital

policy. Why questions relate to services that are provided

and why they are valuable. How questions may be a combination of both.

Questions that are not routine

Try to get client to schedule appointment. Sometimes it is impossible to determine seriousness over the phone.

Ask someone else (Tech or Vet) if not sure of what to tell client.

Don’t recommend anything over the phone unless absolutely sure is o.k. by your clinic policy.

Fee and Payment Options

KNOW YOUR HOSPITAL POLICY!!! Know cost of routine things as you will be

commonly asked how much vaccinations, spay, neuter, etc cost.

Be able to communicate value. Tell why you may be more expensive.

Know what is included in the price.

Price Quotes

Know and document when a quote is given. Know how long the quote is good for. If you misquote, immediately inform the client

when you realize the mistake. Prepare written estimates when possible and

have owner sign. Know policy for deposits, etc.

Payment policies

Do you accept cash, checks and credit cards? Which credit cards are accepted? Are there additional fees for checks or credit card purchases? Make sure have client information for payment. (Driver’s license

number, social security number, employer information, bank account information)

Be sure all checks are signed and dated. Double check numerical and written amount on check are the same. Do you offer Care Credit or some other type of payment options? Do you bill the client? Can you hold a check or split a payment? If someone “forgot” check book, be sure to get payment agreement in

writing and have client call with form of payment when they get home. If they do not call back, follow up with them.

Handling money

Should be able to reconcile money at end of day.

Know if any petty cash is on hand. Know how to start up day or close down at

end of day.

Scheduling Appointments

Carefully managed appointment system keeps the clinic running smoothly.

Allows for timely treatments and prevents a pile-up in the waiting room.

Information you need to make an appointment:– Client’s name.– Pet’s name and species.– Whether this is a new or regular client.– The client’s phone number (very important in case the appointment

must be changed).– The purpose of the visit.– Doctor preference (if any in a multiple-doctor practice).

Information that the client needs

Where the clinic is located. The time he is expected (does he or she need to arrive early to

fill out forms). Special instructions for his appointment (bring stool sample, do

not feed your pet before the visit, etc). Surgical prep instructions (bloodwork,fasting, etc)

Always repeat the day and time of the appointment, using client’s and pet’s name. Any confusion that can be cleared up over the telephone will save time and trouble in the waiting room.

Let client know advantages to scheduling appointment, as may resist making an appointment as first.

Scheduling Appointments

Know when to schedule appointments. – Also how much to schedule (surgery,

appointments, etc).

Know clinic schedule and how much time is allotted for each type of appointment.

Allot time for emergencies or sick patients. Know if anything else going on if “routine”

vaccinations.

Handling Emergencies

Remain calm, Don’t panic, Take Control. Know if Doctor is there or not there. Get emergency out of waiting room as quickly as

possible Never treat or administer drugs yourself unless given

explicit instructions by the veterinarian. Over the phone emergencies, if owner feel is

emergency have them bring pet in immediately.

Emergency Payment Options

Know emergency payment options. Make sure all forms are filled out

appropriately.

Other Receptionist Duties

Getting details from the client. Soothing the anxious owner. Confirm discharge time. Cost estimates Home-care instructions. Death of a pet (euthanasia or other causes). Grieving Client Unhappy client

The Unhappy Client

Putting out the Fire– Let client know you realize she is upset.– Find out the reason she is upset.– Work out a solution for her problem.

What makes a client unhappy?– Perception of uncaring staff.– Failure of staff to perform all services client wanted.– Failure to complete a service to the client’s satisfaction.– Unwanted results of a service.– Quoting one cost and charging another.– Failure to perceive value of the services rendered.