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Sample Veterinary Receptionist Training &
Inprocessing Schedule
Initial the line next to each task as you accomplish it. Your supervisor
will work with you in accomplishing these tasks.
Phase I--Organizational (1 week)
Expected Completion Date ____________
During your first week on the team, you will be expected to:
[________]Meet all other staff members
Complete the required forms:
[________]Personnel information
[________]Form I-9
[________]Form W-4
[________]Become familiar with the location of all hospital work areas
[________]Learn how to complete time cards and the location of the time clock
[________]Learn where bulletin boards and work schedules
are posted
[________]Review the hospital's Hospital Safety Manual
[________]Become familiar with the location of supplies
[________]Become familiar with the uniform code
[________]Become familiar with the organizational structure of the hospital
[________]Learn the hospital schedule for meals and breaks
[________]Learn payday procedures and overtime policy
[________]Receive your personal copy of the Staff Policy manual
[________]Learn the medical records filing & configuration system
[________]Adhere to client information & confidentiality rules
[________]Read the hospital housekeeping manual and be able to perform the tasks assigned
to your position
[________]Complete the computer tutorial training program
View the following AAHA training films and workbooks:
[________]Telephone Techniques
[________]First Impressions
[________]Special Situations
Phase II--Introduction (1 week)
Expected Completion Date ____________
During your second week on the team, you will be expected to:
[________]Learn to answer the telephone cheerfully and promptly
[________]Learn to give directions to the hospital
[________]Learn to properly and completely relay messages
[________]Learn the hospital's appointment and patient handling systems
Learn the necessary record keeping requirements for:
[________]routine outpatient check-in procedures
[________]routine outpatient check-out procedures
[________]inpatient check-in procedures
[________]inpatient check-out procedures
[________]day care/drop-off check-in procedures
[________]day care/drop-off check-out procedures
[________]boarding check-in procedures
[________]boarding check-out procedures
[________]Learn the hospital's common client handouts
[________]Learn basic medical terminology
[________]Learn the hospital's heartworm information and preventatives
Learn to update client records at each contact for:
[________]current name, address, phone, work phone, etc.
[________]patient name, weight, vaccination status
[________]status of heartworm prevention & test
[________]surgical neutering if applicable
[________]recording client complaint/request
[________]Learn the hospital's vaccination protocols
[________]Learn the hospital's basic fee schedule and how to look up non-routine
procedures or products
[________]Learn how to input recalls, rechecks & reminders
[________]Learn the city and county licensing requirements
[________]Learn to issue/reissue rabies/license tags/certificates
Learn proper techniques for collecting:
[________]cash
[________]checks
[________]credit card payments
[________]Learn to process returned merchandise
View the following training films:
[________]How to care for your new puppy
[________]Canine parvovirus enteritis
[________]Cats and their health
[________]Canine vaccinations
[________]Feline vaccinations
[________]Canine Heartworm Disease
Phase III--Basic Skills (2 weeks)
Expected Completion Date ____________
During your third and fourth weeks on the team, you will be expected to:
[________]Learn the end of day closing procedures
[________]Learn the start of day opening procedures
[________]Begin performing client recalls for missed appointments
[________]Learn to process client refunds
[________]Learn to process Nonsufficient Funds (NSF) checks from bank
[________]Learn the location of other local animal service businesses
[________]Learn to prepare bank deposits
[________]Learn to receive and direct incoming mail/packages
[________]Learn to process requests for prescription refills
[________]Learn to receive telephonic/FAX results from the reference lab
[________]Learn to educate the client about common surgical procedures, e.g., no food or
water the morning of surgery, basic description of procedure, etc.
[________]Learn to process medical emergencies
View the following training films:
[________]AAHA Advanced Veterinary Receptionist
Phase IV--Advanced Skills (3 weeks)
Expected Completion Date ____________
During your fifth and sixth weeks on the team, you will be expected to:
[________]Learn to complete reminders, sympathy cards, etc.
[________]Learn NSF check redemption procedures
[________]Learn computer back-up procedures
[________]Learn to complete paperwork for petty cash reimbursements
[________]Learn to inactivate client/patient files
[________]Learn to conduct accounts receivable follow-ups
Learn the computer maintenance procedures:
[________]Daily
[________]Weekly
[________]Monthly
[________]Yearly
View the following AAHA training films and workbooks:
[________]Understanding Client Pet Loss
[________]Counseling Clients
[________]The Loss of Your Pet
These training plans are Copyright 2003 Philip J. Seibert,
Jr., CVT All Rights Reserved
They may be reproduced for local use in a private veterinary practice, but not distributed
for public use without prior permission from the publisher.
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