HRP 200 - Veterinary Customer Service

1. Communicate effectively using professional written, verbal, and online communication as well as phone etiquette skills.
2. Complete essential tasks within a veterinary software system; including entering client data, scheduling appointments, prescription requests, checking in and out appointments and starting a medical record.
3. Utilize essential elements of the veterinarian-client-patient relationship (VCPR) and how to maintain confidentiality as a veterinary professional.
4. Demonstrate appropriate clinical organization and scheduling by utilizing problem solving skills.
5. Apply empathetic listening and responses in difficult situations and with difficult clients.

1. Define veterinary customer service and list several job duties commonly performed.
2. Utilization of practice management software and medical record keeping principles. 
3. Writing and responding professionally to emails and within online platforms. 
4. Demonstrate critical phone communication skills including progress, confirmation and reminder calls.
5. Use interpersonal communication skills effectively within a clinical setting.
6. Define empathy and sympathy and how they relate to veterinary client interactions.
7. Create an effective daily schedule for a veterinary clinic.
8. Create an appointment within a veterinary medical software system.
9. Describe common veterinary protocols with regards to everyday scheduling.
10. Demonstrate understanding of policy regarding refill requests within the VCPR.
11. Demonstrate understanding of communication with regards to pets with multiple owners or change in ownership including foster or rescue organizations.
12. Create an estimate, invoice and collect payment through the veterinary medical management software.
13. Develop skills for appointment setup and scheduling for a mobile practice including mixed animal (companion, farm and equine) 

1. Introduction to Veterinary Customer Service
   1. Definitions, roles and job duties of a CSR
   2. CSR’s role with regards to VCPR
   3. Professional attitudes
      1. Proper phone and email etiquette.
      2. Interactions with clients and staff
      3. Proper handling in difficult situations.
      4. Interpersonal communication skills
      5. Empathy vs. sympathy
2. Office and Hospital Procedures
   1. Appointments
      1. Scheduling and triaging
      2. Walk-ins, drop-offs, and work-ins
   2. Basic veterinary protocols
      1. Vaccination protocols
      2. Client/patient alerts
      3. Appointment protocols
   3. CSR’s role with medical record keeping
   4. Client Prescription requests
   5. Invoicing and Accounts Receivable
      1. Taking payments
      2. Payment plans
      3. Financing 
   6. Building estimates
3. Interpreting client requests and concerns for appointment scheduling
   1. Active listening skills
   2. ER phone call protocols 
   3. Problem solving skills 
   4. Finding solutions in the medical record
4. Mobile Practice Procedures
   1. Scheduling appointments and procedures
   2. Invoicing, estimates, and payments