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Sample Receptionist Training Schedule
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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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This page was last updated on 01/24/14.

The original material and photographs on this site are protected by copyright.
Philip J. Seibert, Jr., CVT, 1998-2014 - All Rights Reserved