Office Final Flashcards
Why is it important to obtain a phone number that a client can be reached on that day
Extra costs can come up while pet is in clinic. Especially for dentals. They may need approval from owner
Tips for creating estimates
Always do an estimate
Make an estimate as specific as possible
Make sure you have contact info to reach the client
Have the client sign both copies of estimates
Keep client updated on charges, update estimates if needed
Invoice mistakes
Over charging - if they are still in building let them know so you can make the correction. Or call them
Under charging- usually the clinic accepts the loss
If client thinks veterinary costs are too high
Remind them of the costs required to run a clinic (x ray machines, dental equipment, rent, iv pumps, medication, supplies, utilities, vet school, staffing expenses)
Costs mainly go back into running the clinic
Discounts
Up to veterinarian or management to approve
Always show discount to client and explain it so they can appreciate it
When to consider giving a discount
Multi pet households and breeders Long term client discounts Senior pets Shelter and rescue animals Employee discounts Low income owners
Collecting funds
Always let clients know acceptable payment methods (visa, MasterCard, American Express)
Inform client of charges before service is given
Use credit/debit machine
Business keeps credit slip and client keeps copy
Medicard (pet card) credit care
Specific to veterinary costs
Used to give clients a way to finance their pet cared
Accounts receivable
Accounts that have outstanding balances
How to prevent accounts receivable
Have a clear financial policy
Give written estimates for all procedures
Take deposits
Allow use of major credit cards
Send account to collections if payment not recieved
If payment still not recieved take to claims court
Four common collection problems
Bounced cheques
Stop payments
Not keeping up with payment plan
Dead or abandoned pet
Inventory management keeping track of what items are needed
Keep a list of items to reorder
Staff members can write down items that are low or out of stock
Use computer to track commonly used items/current stock available
Monitor trends of items
Be aware of items with short expiry dates
Ordering medications
If medication is infrequently used, check with vet to see if it should still be kept in stock
Order ASAP when stock is low
Need vet approval: not all generics are equivalent
How to deal with expirations
Always place new product behind old product (so old products get used first)
Some clinics may donate expired product
Pros of computer inventory system
Computer tells you when you need to reorder item
Tracks items ordered in the past and prices
Gives accurate data on current inventory evaluation for taxes
Cons of computer inventory system
Cost of the software
More work involved when new product delivered
All items used or sold must be recorded on computer
Mistakes can be made with computer program
What causes scheduling problems
Unpredictably slow or busy times
Unexpected illness or quitting
Inflexibility with days/times worked (other jobs, day care pick up/drop off times)
Conflict with hours
Tips for maintaining security
Never leave the building alone
Never open the door to the public unless 2 staff members are present
Do not cash out when it can be seen from outside
Keep as many doors locked as it is practical
Do not speak in public about drugs or equipment stored in clinic
Always have staff member present if you are uncomfortable
Call police if you are uncomfortable or any threats
Veterinary-client-patient
Vet assumes responsibilities for making judgements regarding the health of the patient and the options for treatment
The client agrees to follow the instructions of the pet
The vet has sufficient knowledge of the patient to at least make a presumptive diagnoses of the pet s health problems - vet has recently examined
Pet is available to provide follow up care in case of any adverse reactions or emergencies
Vet shall maintain records documenting all info relating to patient care
VOAs should not
Administer drugs to client owned animals Collect samples from live animals Perform euthanasia Place iv and urinary catheters Apply or remove bandages and splints Remove staples and sutures Administer eye testing Clean or Medicate ears Clean wounds or abscesses Express anal glands
Safety of animal hospital
Long hair should be pulled back from face Be careful with jewelery Avoid open toed shoes Never run Lift with
Safety of animal hospital
Lift with your legs not your back
Store heavy products and equipment on ground
Store chemicals on shelves below eye level
Avoid eating and drinking in areas of potential contamination
Always keep sharps capped
Do not rub eyes if chemicals splashed in them
Know what to do if fire occurs
How to protect yourself from animal bites
Types of certificates
Vaccine certificate
International health certificate
