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STAF110-0904 : Basic Receptionist/Front Office Skills
Phyllis Webster, AA, OM
September 8 - October 14, 2004
Real Time Sessions: Monday Evenings (September 13, 20, 27 and October 4) from 9:30pm - 11:00pm ET (USA)
The receptionist/front office staff plays the most critical role in the success or failure of a veterinary practice. It really does not matter how excellent the patient care is from the veterinarians or staff, the practice can be made or broken depending on the professionalism of the front office staff. A client will always remember his/her first few minutes at the clinic along with the last few. A receptionist's position includes creating a bond with the client and providing exceptional customer service. There is a required text for this course, see information below.
This course will consist of four (4) 1 & � hour real time sessions; library materials supplementing the chapters in the required text; multiple choice quizzes (after each real time session) designed to enhance course effectiveness and material retention; a cumulative final online; and interactive message board discussions.
This course is designed for all receptionists, front office staff and also those assistants and technicians who fill in at the front desk. All veterinary staff involved in or wishing to learn more about the importance of providing exceptional customer care or training of future front office personnel are encouraged to register. This course covers the essential skills needed for the first several weeks on your job.
Upon completion of this course, the participant should be able to:
Week 1: The First Impression
The Veterinary Receptionist Handbook - Chapter 1
Client Satisfaction Pays - Chapter 2
Content: The first impression starts with the general appearance of the office and of the receptionist. Telephone etiquette is equally as important with extending a warm welcome. Pay attention to details.
Week 2: Receptionists Duties
The Veterinary Receptionist Handbook - Chapters 2, 3, 5 & 6
Client Satisfaction Pays - Chapters 11 & 12
Content: Maintaining medical records with updating client/patient information; being able to schedule, confirm upcoming appointments, address no show appointments; handle invoicing clients and the client's departure. Provide an accurate estimate.
Week 3: Handling Clients
The Veterinary Receptionist Handbook - Chapters 4, 8,9, 10, 11, 12, 13, 15 - 18 and glossary
Client Satisfaction Pays - Chapter 13
Content: Understanding basic medical terminology, knowledge of services and products, vaccination protocols, etc.; and being able to communicate with clients by really listening to what is said.
Week 4: Client Retention
The Veterinary Receptionist Handbook - Chapters 8, 9, 17 & 18
Client Satisfaction Pays - Chapter 14
Content: Showing clients that you sincerely care through correspondence, newsletters, reminders, answering questions, callbacks and during euthanasia.
Library materials will be made available prior to the topic week so participants will have plenty of time to prepare for the real time sessions and discussion.
MESSAGE BOARD DISCUSSIONS:
Message board discussions regarding the topic presented will begin on the day the course opens and continue for one week following the last real time session. These discussions will be held in the VSPN CE course area.
CE HOURS: 6 (applied for RACE and VHMA approval)
Note: "This course has been approved for 6 hours of continuing education credits in jurisdictions which recognize AAVSB's RACE approval; however participants should be aware that some boards have limitations on the number of hours accepted in certain categories and/or restrictions on certain methods of delivery of continuing education. Call VIN/VSPN for further information." (Attendees are encouraged to check with their licensing jurisdiction(s) for information regarding recognition by their board.) This course has also been submitted for approval of continual education units toward CVPM requirements by the VHMA.
$96.00 ($86.00 early bird special if registered before August 30, 2004).
Full time students of an AVMA accredited Veterinary Technician Program will receive a reduced rate for this course of $48 (upon verification of student status)
Note: To ensure rapid handling of your request for withdrawal, we recommend that you call the VIN office at
777 West Covell Blvd, Davis, CA 95616
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