STAF178-0817: Step Forward: Front Desk Supervisor
Audio and Text:
The lectures for this course will be presented in a text format. Audio will be used to answer questions and augment the lecture.
Please come prepared to listen.
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Instructor: Phyllis Webster, AA, CVPM
Course Open: August 9, 2017-September 16, 2017
Real Time Sessions (RTS): Wednesdays, August 16, 23, 30, and September 6, 2017; 9:00-10:30pm ET (USA)
Course RTS Times in Your Area:
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Practice Sessions: In order to prepare you for a successful experience
in your CE course, we request you attend a Practice Session prior to the first
Real Time Session. Please arrive promptly at the start time; each Practice Session
is up to 1 hour in length.
For more information, please visit the
CE Practice Area.
*The instructors for this course will be using audio which will require you to have a headset or speakers to listen.
If you have any concerns regarding your computer's audio capabilities, please be sure to attend
one of the Practice Sessions.
Level and Prerequisites:
This
basic course course is designed for all front office staff that have been promoted to a supervisor position or would like to pursue a supervisor position in the future.
VSPN CE Course: Open to VIN and VSPN members.
This course has been RACE approved for veterinary technicians/technologists. (22-30040) This course has been submitted to the VHMA for CVPM credits.
Course Description:
Behind every thriving veterinary practice is a successful front desk team. Most clients cannot evaluate your practice�s medical expertise and may base their decision to return on their experience at the front desk. Whether you were promoted due to longevity with the practice or you if were recently promoted to front desk supervisor; you are an instrumental contributor to a productive hospital culture. This course will give you the tools and resources needed to effectively manage the front desk team while increasing client satisfaction and maintaining client retention.
Week 1 (Real Time Session August 16):
Team Development
Objectives: Upon completion of this session, the participant should be able to
- Build a front desk team from hiring to termination
- Create an employee manual and maintain personnel files
- Establish work schedules based on practice needs
- Boost staff morale with team meetings and training
Week 2 (Real Time Session August 23):
Financial Management
Objectives: Upon completion of this session, the participant should be able to
- Maintain medical records and treatment plans in keeping with the practice�s standard of care
- Sustain the flow at the front desk utilizing vaccine protocols and wellness plans with ease
- Design accounts receivable policies with financing options while protecting the practice from embezzlement
- Analyze fee schedules and discounts
Week 3 (Real Time Session August 30):
Inventory and Equipment Organization
Objectives: Upon completion of this session, the participant should be able to
- Determine the practice needs for accurate levels of inventory
- Establish client incentive and reward programs
- Assess and maintain office, equipment and janitorial needs
- Keep employees� safe with practicing OSHA standards
Week 4 (Real Time Session September 6):
Marketing and Communication Essentials
Objectives: Upon completion of this session, the participant should be able to
- Increase team communication in a positive and professional manner
- Mediate disputes with unhappy clients and staff
- Create ethical marketing plans while educating the staff and clients alike
- Review current established promotions for effectiveness
Successful completion (scoring 80% or better) on the end-of-course test is required
to earn a certificate of completion for the course.
*The lecture portion of this course will be a text presentation with audio question and answers, please be prepared to listen.
*To learn more about the requirements for earning a CE certificate, please refer to
Receiving Your CE Credit and Course Completion Certificate.
Course Materials: Course materials will be available
in the course library prior to each Real Time Session.
Required Textbook:
There is no required textbook for this course.
About the Instructor:
Phyllis Webster, AA, CVPM has been instrumental in creating an exceptional client service experience since 1980, initially as a Front Desk Team Member then Office Manager. In 2008, Phyllis was promoted to Practice Manager after achieving her CVPM certification. As Practice Manager, she oversees the daily operations of a busy small animal/exotic practice in St. Louis, Missouri. Phyllis, a long-time member of VSPN, teaches both the Excellent Client Skills and Challenges Facing the Front Desk courses
Total CE Credit: 6
Tuition: $126 ($113 early bird special if enrolled by July 26, 2017)
Prices are listed in US dollars.
* Students currently enrolled in and taking at least 2 classes or 5 units at an AVMA accredited or CAAHT approved Veterinary Technician Program may be eligible to receive a 50% discount off the regular rate for this course (upon verification of student status).
*To ensure participants are ready and prepared for classes,
enrollment will close at 5pm ET on August 16, 2017,
or when the maximum number of participants is reached.
*For more information on how online CE works, see the
Participant Resource Center.
To Enroll:
» Enroll Now
- Enrollment qualifications: VIN CE courses are open to
VIN member and non-member veterinarians. Veterinarians enrolling in a VSPN CE course
must be a VIN member. Veterinary support staff must be a VSPN member to enroll in a
VSPN CE or a VIN CE course open to VSPN member enrollment.
- Each enrollee must be able to receive emails from @vspn.org
and @vin.com addresses. Email is our major form of communication with participants;
personal emails are highly recommended rather than clinic/hospital email addresses.
- Each person is individually responsible for his/her own registration.
To ensure that all information received is secure and correct, please do not enroll
for a course on behalf of another individual.
- For further assistance call 800-846-0028 ext. 792 or email
VSPNCE@vspn.org.
Please include the course title, your full name, and contact information in your correspondence.
*Note:
"This program 22-30040 is approved by the AAVSB RACE to offer a total of 0.00 CE Credits (0.00 max) being available to any one veterinarian: and/or 6.00 Veterinary Technician CE Credits (6.00 max). This RACE approval is for the subject matter categories of:
Category Three: Non-Scientific-Practice Management/Professional Development using the delivery method of Interactive-Distance. This approval is valid in jurisdictions which recognize AAVSB RACE; however, participants are responsible for ascertaining each board's CE requirements. RACE does not "accredit" or "endorse" or "certify" any program or person, nor does RACE approval validate the content of the program."
Course withdrawal and refund policy: A complete refund of the paid course price will be
issued when your withdrawal request is received prior to the listed start date of the course.
If you wish to withdraw after the start date please contact the VSPN office 800-846-0028 ext. 792
to discuss eligibility for a pro-rated refund.
* Note: To ensure rapid handling of your request for withdrawal, we recommend that you
call the VSPN office at 800-846-0028 ext. 792.
*For more information on VSPN's upcoming CE courses, check the
VSPN Course Catalog.
Charlotte Waack, RVT, CVT
VSPN Director/VSPN CE Interim Director
VSPN CE Services: VSPNCE@vspn.org
800-846-0028 or 530-756-4881; ext. 792
or direct line to VIN/VSPN from the United Kingdom: 01 45 222 6154
or direct line to VIN/VSPN from Australia: 02 6145 2357
800.700.4636 | CEonVIN@vin.com | 530.756.4881 | Fax: 530.756.6035
777 West Covell Blvd, Davis, CA 95616
Copyright 2017, Veterinary Information Network, Inc.
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