LOV Process
A family would like to use CareCredit to pay for their appointment, but they were approved for the card this week. What information should you gather, and where should you document it?
Gather the cardholder’s name and phone number, and document both in the Charge Notes section.
Which service area or state is currently the only one offering PayPal Payment Plans?
Florida
A VCC calls the Support Center to report that they will be unable to attend their scheduled shift. What disposition should you use?
Other: Miscellaneous
What are two scenarios that require Advisor Approval before you can proceed?
Scheduling Telehopsice (TH) outside of EST. Adding a pDVM to Sunshine.
What year was Lap of Love established?
2009 Lap of Love was established by Dr. Dani McVety.
A family calls to share concerns about their in-home euthanasia visit for their beloved cat. They explain that the experience did not meet their expectations and would like to provide feedback. Who should you escalate this concern to, and how should you document it in Support Center Notes?
Escalate the concern to the PM. Send a separate email to the PM with details surrounding the complaint. Support Center Notes, document: “Owner called with concerns regarding her visit. Escalated to PM.”
You’re speaking with a family in our Tampa service area who expresses concern about the total cost of their appointment. What payment plan option can you offer them?
PayPal Payment Plans only. Florida no longer offers our standard 2-week or 3-month payment plans.
A family calls to schedule a same-day appointment for their 100 # dog, where 24 hours’ scheduling notice is required. The family does not want to arrange their own aftercare and declines the next available appointment because they cannot wait another 24 hours. Which disposition should you use?
Unable to book: Large Breed No Availability
A client would like to send Dr. Beth a “Thank You” card. What address should you provide?
17804 N US Highway 41, Lutz, FL 33549
How many states does Lap of Love operate in?
Lap of Love operates in 40 states! We are also expanding to Canada
Which service areas do not accept Payment plans?
NOVA does not accept Payment Plans at this time.
A family previously set up PayPal Payment Plans but calls to change their payment method to a credit card or CareCredit. What steps should you take to update the payment method and advise the family?
Update the Payment Method drop-down to reflect the family's new payment method. Family must log in or call PayPal to cancel established Payment Plan
A Client calls in to utilize our Pet Loss Support Team. What disposition do you use?
Other: Miscellaneous
You are scheduling an appointment for a family whose address is covered by two market areas. The soonest availability is in the secondary market area rather than the priority market area. What additional detail must be included in your Support Center (SC) Notes?
Document why the family was scheduled in the secondary market area instead of the priority market area. This helps the DVM understand the scheduling logistics.
What year was the Support Center established?
Lap of Love did not have a Support Center until 2015
An owner calls describing an emergency situation with their pet, such as labored breathing, a distended abdomen, or unresponsiveness. We have no appointment availability. Following our “Help Above All Else” philosophy, what steps should you take to assist the owner?
Lapoflove.com-> Zip Code->Resources->Provide names and phone numbers for local ERs
A new Client calls and would like to utilize our PayPal Payment Plan/Pay Later option. Before you can send the Owner a PayPal Link, what information must we have before proceeding?
Before moving forward with any other PayPal steps we must attach an appointment number to a newly created appointment to utilize PayPal
You answer an incoming call, but there is only dead air and you cannot hear the caller. What disposition should you use, and what steps should you take?
Other: Technical Issue/Disconnection. Let the caller know that you are unable to hear them and that you will call back
What is the cost for an additional urn?
There is no additional cost. Please make detailed notes about the request in the SC notes section for the doctor.
What year did Lap of Love expand outside of Florida?
Lap of Love's first veterinarian outside Florida joined in Charlotte, North Carolina, in 2011.
A family calls at 8:00 PM requesting a same-day appointment, but no appointments are available. What three things should you offer or communicate during your closing to ensure the family feels supported?
Offer appropriate resources to support the family. Invite the family to reach back out for ongoing support. (Pet Loss). Offer to add the family to the Priority Appointment List.
A family with an existing PayPal Payment Plan calls the Support Center to change their aftercare election from Communal to Private. What payment method does Sunshine automatically change to?
Sunshine automatically changes the Payment Method to Split Payment.
A Family from Heartstrings calls to schedule an appointment. What disposition do you use?
Unable to Book: LOV Area no on SC
You are scheduling a returning rescue, but the rescue account already has an upcoming appointment for a different pet at another address. What steps should you take?
If a rescue account already has an upcoming appointment, you must create a new profile in Sunshine for the new appointment. If there are no other upcoming appointments on the rescue account, you may use the existing rescue account.
What are the 3 Senior Advisor's names?
Courtney, Jen & Mikki