Ezy Does It!
The communications sent after booking a consult and to whom
What is a confirmation email to the clients and records request from rDVMs?
5 symptoms that warrant an Immediate Triage.
What are:
Pale/Blue Gums
Bloated Abdomen
Active Bleeding
Collapsing
Active Seizing
Vocalizing
Trouble Breathing
Broken Limbs
Hit by Car
Male Cats Not Urinating
Poison Ingestion
Swollen Face
Unproductive Vomiting
Puppies Vomiting/Diarrhea/Severe Lethargy
Prolonged Vomiting/Diarrhea
Acute Dragging of Hind Limbs
Unable to Stand
Rattlesnake Vites
Price for Initial Consults for all departments.
What is $324 for Cardio, IM, Neuro, Onco? What is $424 for Ophtho? What is $255 for Surgery?
A client calls back upset because they were promised a callback, but there is no record of the conversation. This essential step was missed.
What is a comm log?
Closed Loop Communication and an example for check-in for appointment and clients coming in to pick up their pet after being hospitalized(Finalized Invoice + Pending Invoice)
What is ensuring that information shared has been received, understood and any additional action is taken so that nothing is missed/unresolved?
1. Confirm department knows patient has arrived.
2. Charge client out and send over any invoices requested. Page ICU and let them know client has been charged out and is here for pickup.
3. Inform clients that the invoice is not yet finalized, but we will inform the team so we can get everything finalized for them and call them back up shortly.
Page ICU - Gentle reminder invoice is not finalized
Wait for notification for finalized charges
Call client back up OR if refunding, refund correct card, print + email invoice and walk it over to the client.
For BOTH: MAKE SURE YOU KNOW WHOSE IN OUR LOBBY!
Steps for Sending ALL Records
What are:
1. Check First Appt Date
2. Check last Clinical Summary Sent
3. "Send Records" Summary name, Start date 1st appointment, End date last clinical
4. Split by Consult
BONUS 5. Send DICOM images for download via VetRocket
A client asks why another pet was seen first despite arriving later. This determines the order in which ER patients receive care.
What is critical versus stable?
An rDVM is calling to refer a case for a specialty consult in hopes of getting their patient seen sooner. These are the steps taken to ensure we are Rolling Out the Red Carpet for our reffering veterinarians.
What is:
1. Collect Hospital and Doctor's Name
2. Page CSC for the requested Specialty to see if they are available.
3. If not, collect doctor's preferred contact method (Email, Cell VS call clinic) and memo appropriate CSCs for call back.
These are CSR tasks that need to be completed no matter what, but can absolutely be tackled during moments of downtime.
What are:
Tidying up the Lobby
Stocking and Cleaning the coffee machine
Elevator checks
Scans
Clipboards
Steps for ER Patient Check-In
What are:
1. Mark Patient as In Waiting Room under ER Doc column
2. Send to Smartflow as Admitting ER
3. Update Location + Problem in Smartflow
4. Print ER Intake + Patient Label
5. Place Patient Label onto ID band
6. Bring clipboard back
What is the Hospital and Doctor's Name?
A client is requesting to speak to someone in a specialty department. This simple communication step ensures we are routing the call properly.
What is kindly asking the client follow-up questions regarding the reason for call?
Steps for collecting payment
What is:
1. Kindly call owner over
2. Verify pet name + last name
3. Collect deposit/payment. For invoices, offer printed/emailed/both. (Bonus 100 points if mentions difference between payment + invoice)
4. Verify with department that deposit/final payment has been collected with patient ID number.
ER Client calls to request a refill on meds with 0 refills. This document is a great reference to see what the ER doctor recommended and why there are no refills on file.
What is the discharge summary?
Steps to Process Credit Card Refunds
What is:
1. Verify date of credit card transaction.
2. If after March of 2026, process normally on Ezyvet.
3. If credit card was used before March of 2026, manual refund via Payjunction.
4. Refund on Payjunction. Copy amount + total with prorated surcharge
5. Process MANUAL payment on Ezyvet to match invoice + paste the surcharge amount into the payment details.
6. Make sure balance zeroes out.
A patient has been waiting for several hours, and the owner is increasingly frustrated. Even when there is no medical update, these 2 PESCM terms are a foundation of our Client Service and comes in handy for ER cases. Hint: 1 involves a room in your home.
What is, "Rolling Out the Red Carpet?" What is, "Who Is In Your Living Room?"
PESCM Trupanion Policy Details
What is preapprovals can be submitted for Surgery + Inpatient care? Outpatient care can be approved by management.
Client to Sign "Insurance Pre-Approval" document
Collect 30% mid-range of estimate
Add alerts onto account to ensure communication is clear about collections/etc
Memo Bernie