phone and scheduling Flashcards
1
Q
telephone etiquette
A
- never allow more than 3 rings
- smile
- greetings
- answer in order
- screen calls before transfer
- learn clients and pets name, write it down
- hold time- 3min
- avoid negative absolutes
- dont be condescending
- leads to conflict
- watch tone - repeat everything back
- end professionally and thank them
2
Q
greeting
A
identify client
identify yourself
ask how can i help you or direct your call
thank them
3
Q
phone call to appointment
A
- able to answer in a professional manner
- say positive statement of clinic
- explain services
- ask them to make appt
4
Q
taking message
A
who its for name of caller-spelling number/email-repeat back patients name date and time called sign initial message what its regarding
5
Q
scheduling
A
- smooth clinic operations
- projects a good impression
- reduces stress
- improves employee moral
6
Q
write in schedule
A
- clients name
- patients name
- contact info
- reasons for appt
- signalment
7
Q
open scheduling
A
walkin
ad:never late
no no shows
convenient
disad: decrease efficiency
may have a wait
seems unorganized
8
Q
schedules
A
appts only
ad: plans the day
max productivity
reduce staff tension
disad: no shows
late
9
Q
paper vs computer
A
P-no computer
C-more features
C-multiple access areas
C-goes down- cant access
10
Q
designing template,DT
A
hours, lunch, holiday, meeting
number of DVM, stagger, number of rooms
time allotted, 15m 30m 1h
experience will dictate time
11
Q
DT surgery and dentals
A
experience of staff
number of tables
number of anesthesia machines
time on procedure
12
Q
DT non sterile
A
radiology anal glands
excessive numbers of nonsterile
emergency slot
13
Q
DT other
A
new pt exam recheck emergency euthanasia tect appt check in- dont all show up at once
14
Q
managing appt
A
give 2 options restate 2 times appt card reminder call come early directions
15
Q
plan day
A
write chart callbacks cleaning rounds surgery schedule do labs plan for next day prepare checklist
