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Courses open for VSPNer registration

STAF111-0212: Front Desk Module 2-Challenges Facing the Front Desk

INSTRUCTOR(S): Phyllis Webster, AA, CVPM

COURSE OPEN: February 2-March 4, 2012

REAL TIME SESSIONS (RTS): Thursdays, February 9, 16, and 23, 2012; 9:00pm-10:30pm ET (USA)
*please note the session timesCourse RTS Times in Your Area: World Clock Converter
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. Times and dates will be listed in your course confirmation email. Expect to spend up to 1 hour at one of the 2-4 practice sessions held prior to the first Real Time Session.

The instructor 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 a Practice Session.

Level and Prerequisites: This intermediate course is designed for all receptionists, front office staff and also those assistants and technicians who fill in at the front desk. This course covers those essential skills needed to improve productivity and efficiency in the veterinary practice.
VSPN CE Course. This course has been submitted for RACE approval for veterinary technicians only and is approved by VHMA for CVPM credits.

Course Description:
Building client loyalty is an opportunity happening all day, every day. The front office staff member plays the most critical role in the success or failure of a veterinary practice. No matter how competent, capable or caring you are, at some point clients will be unhappy with you. How your front desk handles these situations may determine whether this client returns or whether you lose that client. A unified front desk staff will create a loyal clientele that will assure compliance with the doctor's recommendations. Your front desk staff will attract new clients and solidify the current clients while creating a positive experience. They generally improve productivity and efficiency in your veterinary practice along with handling the distressed client with ease.

This course will consist of three (3) ninety (90) minute Real Time Sessions, supplemental library materials, interactive message board discussions, a mandatory end-of-course test, and may include online multiple choice quizzes (after each Real Time Session). Successful completion (scoring 80% or better) on the end-of-course test is required to be considered for a course certificate of completion.
** The lecture portion of this course will combine both text and audio presentation. Please be prepared to listen.

Upon completion of this course, the participant should be able to

Course Materials: Course materials will be available in the course library prior to each Real Time Session.

Required Texbook(s): There is no required textbook for this course.

About the Instructor: Phyllis Webster 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.

Course Outline:
Week 1 (Real Time Session February 9): Maintaining the Flow
Content: Admitting patients for boarding, grooming, surgery, etc. is an important aspect as a front desk staff member. We will cover tips to maintain a smooth patient flow in and out of the exam room while staying on schedule. Customizing a schedule that minimizes the client's wait time will also be focused on in this week.

Week 2 (Real Time Session February 16): Cleaning Up
Content: Communication is an important aspect of interaction with clients. Accurate quotes are needed to turn price shoppers into appointments. The front desk staff must be able to market the doctor's recommendations since clients value their expertise. We will also discuss the importance of dispensing medications and discharging patients correctly.

Week 3 (Real Time Session February 23): The Rough Stuff
Content: Emergencies and unhappy clients happen daily. We will discuss those skills needed to take control of the emergency situation at the front desk including how to deal with those unhappy and demanding clients, and payment issues. We will cover how to address client's objections to recommended procedures by the veterinarians while building customer loyalty.


Tuition: $90 ($81 early bird if registered by January 19, 2012).
*Enroll in Front Desk Modules 1 & 2 or all four Front Desk Modules before January 12, 2012 and receive a 15% discount off the regular course price.
*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 when the maximum number of participants is reached or at 5pm ET the day of the first Real Time Session unless otherwise noted. If the first Real Time Session is on a weekend, course will close on the Friday before the first Real Time Session.

**For more on how online CE works see the Participant Resource Center

  1. 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.
  2. Each enrollee must be able to receive emails from and addresses. Email is our major form of communication with participants; personal emails are highly recommended rather than clinic/hospital email addresses.
  3. 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.
  4. For further assistance call 1-800-700-INFO (4636) or email (VIN CE) or (VSPN CE) Please include the course title, your full name, and contact information in your correspondence.
Note: "This course has been approved for 4.5 continuing education credits in jurisdictions which recognize AAVSB 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 VSPN CE at 1-800-700-4636 for further information. (Attendees are encouraged to check with their licensing jurisdiction(s) for information regarding recognition by their board).
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 VIN/VSPN office 1-800-700-INFO (4636) to discuss eligibility for a pro-rated refund.
**Note: To ensure rapid handling of your request for withdrawal, we recommend that you call the VIN/VSPN office at 1-800-700-INFO (4636).
** For More Information on VSPN's upcoming CE Courses, check out

Nanette R. Walker Smith, M.Ed., RVT, CVT, LVT
VSPN Content Director & VSPN CE Director

VSPN CE Services:
1-800-846-0028 or 1-530-756-4881 or direct line to VIN/VSPN from the United Kingdom: 01452226154
Charlotte Waack (, ext 193
Chris Upchurch (; ext 197
Darci Palmer (; ext 179
Debbie Bess (; ext 178
Jennifer Withrow (; ext 159
Nanette Walker Smith (; ext 187


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