VSPN STAF111-0319: Front Desk Module 2-Challenges Facing the Front Desk

The lectures for this course will be presented in an audio format using a webinar platform.

Enrollment is closed.
Instructor: Phyllis Webster, AA, CVPM
Course Open: March 6, 2019- April 5, 2019
Real Time Sessions (RTS): Wednesdays, March 13, 20, and 27, 2019 9-10:30PM ET
Course RTS Times in Your Area: World Clock Converter

To prepare for your online experience, review the VIN-VSPN CE informational video prior to the course open date.

Level and Prerequisites: This basic course is designed for all receptionists, front office staff, and 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 client service or training of future front office personnel are encouraged to enroll. This course covers the essential skills needed for the first several weeks on your job.
VSPN CE Course: Open to all members of the veterinary team.
“This program (22-35178) has been approved for 4.5 hours of continuing education credit in jurisdictions which recognize RACE approval. “
This course is approved by VHMA for CVPM credit. (VHMA program # 08-01)

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.

Week 1 (Real Time Session March 13): Maintaining the Flow
Objectives: Upon completion of this session, the participant should be able to
  • Demonstrate the ability to admit and discharge patients while staying on schedule.
  • Show and improve the front desk’s ability to multi-task and streamline operations.
Week 2 (Real Time Session March 20): Cleaning Up
Objectives: Upon completion of this session, the participant should be able to
  • Apply and increase knowledge of medical terminology, accurately discharge patients with instructions, and market the doctor's recommendations.
  • Change price shoppers into appointments.
  • Compute accurate price quotes where needed.
Week 3 (Real Time Session March 27): The Rough Stuff
Objectives: Upon completion of this session, the participant should be able to
  • Discriminate emergency situations with patients, solve issues with the unhappy client, and handle payments while relating a positive attitude.
  • Overcome client objections while developing client loyalty.
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 an audio presentation, 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: 4.5

Tuition: $95 ($86 early bird special if enrolled by February 20, 2019)
* Enroll in both modules by February 6, 2019 and receive a 15% discount off the original course price.
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 March 13, 2019, or when the maximum number of participants is reached.
*For more information 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 @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.
  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 800-846-0028 ext. 792 or email VSPNCE@vspn.org. Please include the course title, your full name, and contact information in your correspondence.
Enrollment is closed.

*Note: This program (22-35178) has been approved for 4.5 hours of continuing education credit in jurisdictions which recognize RACE approval. “ ; This course has been approved for continual education units toward CVPM requirements through VHMA (08-02).

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.

*For more information on VSPN's upcoming CE courses, check the VSPN Course Catalog.

Lisa Kernaghan, LVT, RVT, CVT, VTS (ECC)
VSPN CE Coordinator

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