Front Office Management Chapter 2 Flashcards
What are characteristics of a negative workplace culture?
Characteristics of a negative work culture include teams that do not work well together and employees that are not team players, gossip about one another, and form cliques.
Prendergast, Heather. Front Office Management for the Veterinary Team - E-Book (p. 15). Elsevier Health Sciences. Kindle Edition.
Adaptability
being open to change and flexible work methods; the ability to adapt behavior to changing conditions or new information.
Prendergast, Heather. Front Office Management for the Veterinary Team - E-Book (p. 13). Elsevier Health Sciences. Kindle Edition.
Compliance
being reliable, thorough, and conscientious in carrying out work assignments; has an appreciation for the importance of organizational rules and policies.
Prendergast, Heather. Front Office Management for the Veterinary Team - E-Book (p. 13). Elsevier Health Sciences. Kindle Edition.
Critical and Strategic Thinking
the ability to think critically about situations and to understand the relevance of information for different problems; use critical reasoning to generate and evaluate alternative courses of action or points of view relevant to an issue.
Prendergast, Heather. Front Office Management for the Veterinary Team - E-Book (p. 13). Elsevier Health Sciences. Kindle Edition.
The Privacy Act of 1974
No agency shall disclose any record which is contained in a system of records by any means of communication to any person, or to another agency, except pursuant to a written request by, or with the prior written consent of, the individual to whom the record pertains.
Prendergast, Heather. Front Office Management for the Veterinary Team - E-Book (p. 28). Elsevier Health Sciences. Kindle Edition.
Why are health certificates required?
Health certificates are required by airlines, as well as some state and federal agencies, when traveling with pets. Airlines want to ensure the pet is in healthy condition before accepting it for transport, and states want to ensure the pet is not importing any diseases. Both federal and state agencies are responsible for the prevention of disease and have various regulations regarding the entry of animals. Interstate health certificates are generally good for 10 days before shipment.
Prendergast, Heather. Front Office Management for the Veterinary Team - E-Book (pp. 25-26). Elsevier Health Sciences. Kindle Edition.
Prendergast, Heather. Front Office Management for the Veterinary Team - E-Book (p. 25). Elsevier Health Sciences. Kindle Edition.
What makes the first impression on our clients?
The CSR on the phone.
What information should not be given to a client over the phone?
Advice from non-veterinarian staff should not be given over the phone.
How can a phone shopper be turned into a client?
When the receptionist can answer questions in a polite, educated, and unhurried manner, the caller is inclined to make an appointment with the veterinary practice.
The more education and value a team member can provide a potential client, the more likely the practice will gain a new client.
Prendergast, Heather. Front Office Management for the Veterinary Team - E-Book (p. 19). Elsevier Health Sciences. Kindle Edition.
Prendergast, Heather. Front Office Management for the Veterinary Team - E-Book (p. 19). Elsevier Health Sciences. Kindle Edition.
Why should invoices be reviewed with clients rather than just given to them?
This detailed presentation allows the client to read and understand the services provided. The value of the service has increased to the client once all procedures that have been provided are explained.
Prendergast, Heather. Front Office Management for the Veterinary Team - E-Book (p. 33). Elsevier Health Sciences. Kindle Edition.
- Which of the following is a proper phone introduction?
a. “Hello, this is Brooke, how can I help you”?
b. “Good Morning, ABC Animal Clinic, this is Teresa. How may I help you”?
c. “ABC Veterinary Clinic, can I help you”?
d. “Good afternoon, ABC Animal Clinic. How may I help you”?
Prendergast, Heather. Front Office Management for the Veterinary Team - E-Book (p. 45). Elsevier Health Sciences. Kindle Edition.
Prendergast, Heather. Front Office Management for the Veterinary Team - E-Book (p. 45). Elsevier Health Sciences. Kindle Edition.
B. Good morning, ABC Animal Clinic, this is Teresa. How may I help you?
