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VSPN CE Course STAF111-0514: Front Desk Module 2-Challenges Facing the Front Desk
Audio and Text: In some of the course Real Time Sessions the lecture will be predominantly audio
while in others the lecture will be predominantly text.


INSTRUCTOR(S): Phyllis Webster, AA, CVPM
COURSE OPEN: May 14, 2014-June 14, 2014
REAL TIME SESSIONS (RTS): Wednesdays, May 21, 28 and June 4, 2014; 9-10:30pm ET (USA)
Course 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. 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 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 one of the Practice Sessions.

Level and Prerequisites: This basic 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 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: This course has been RACE approved for veterinary technicians only. This course is approved by the VHMA for CVPM credits.
The Veterinary Information Network (VIN) is RACE Provider #22. VHMA approval #08-02

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 consists of three (3) Real Time Sessions of ninety (90) minutes each, 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). The instructor places emphasis on Message Board participation as an important component of the learning process. 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 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 Textbook(s): There is no required textbook for this course.

About the Instructors:
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 May 21): Maintaining the Flow First Impression
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. We will also address medical records for the paperless practice.

Week 2 (Real Time Session May 28): 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 June 4): 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, financial concerns, sending accounts to collection and transferring of records. We will cover how to address client's objections to recommended procedures by the veterinarians while building client loyalty.


Tuition: $90 ($81 early bird special if enrolled by April 30, 2014)
**Enroll in both modules by April 16, 2014 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 at 5 pm ET Wednesday May 21, 2014, 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 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 is 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/VIN 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 the VSPN Course Catalog.

The CE team:

Charlotte Waack, RVT, CVT
VSPN CE Director

VSPN CE Services:
800-846-0028 or 530-756-4881; ext. 972
or direct line to VIN/VSPN from the United Kingdom: 01452226154

800.700.4636  |  |  530.756.4881  |  Fax: 530.756.6035
777 West Covell Blvd, Davis, CA 95616

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