Week 5: Reception

Question 1

What is the maximum length of time callers should be placed on hold?

Answer 1

1 min

Question 2

Staff the practice manager may be responsible for supervising include

Answer 2

Office Manager (if there is one), Receptionist(s)/Cashier(s), Bookkeeper

Question 3

appointments that are often allocated extra time

Answer 3

Complete diagnostic examinations, One client bringing more than one pet, Patient’s first visit, New puppy or kitten

Question 4

What is the most common type of procedure performed in most veterinary practices

Answer 4

elective procedures (spay, neuter, declaws)

Question 5

What does a telephone call sequencer do

Answer 5

puts calls on hold in order of receipt

Question 6

When clients appear without an appointment to have non-emergency procedures performed, and the schedule is full, what should they be told

Answer 6

schedule for first available opening or last-minute cancellations and unused emergency slots can sometimes be used to
schedule the appointment on the same day

Question 7

What should veterinary practice receptionists do if a call can’t be fielded now but the caller does not wish to be placed on hold

Answer 7

offer to take a message, get the caller’s name and number

Question 8

What should veterinary practice receptionists ask callers before placing them on hold

Answer 8

if calling with an emergency

Question 9

When it is recommended to pull files for days appointment

Answer 9

The day before or prior to opening