Bread and Butter
(basics)
(basics)
TRUE OR FALSE – Deworming for tapeworms is included under the wellness plan?
False - Pyrantel is used to routinely for roundworms and hookworms.
What are the benefits to the pet of being enrolled on a wellness plan?
OWP pets are seen more often and receive more care so it’s more likely that the diagnoses of disease will occur sooner. Earlier diagnosis often results in better medical outcomes so pets live longer, healthier, happier lives.
TRUE OR FALSE - A pet can be enrolled in an OWP through outpatient and scheduled for an appointment at a later date.
FALSE - a Dr has examine the pet to approve the OWP before enrolling. CE must be performed day 1 of enrollment.
TRUE OR FALSE – Adult wellness plans automatically renew at the end of the plan year to the same level plan.
TRUE - Adult OWPs will automatically renew at the end of the plan year to the same level-- including options added to plan (POCs).
What issue causes the most client confusion within the wellness plans?
Some clients think that wellness plans are insurance. TIP: Don’t use typical insurance terminology when describing an OWP. Example: Services are included, not covered.
How many fecal exams are included for puppies and kittens on both the Early Care and Early Care Plus plans?
3 - The plans also come with 4 routine de-wormings for puppies and kittens.
Adult plans have 2 fecal exams and 2 de-wormings.
On average, an OWP client will save what percentage on their pet's preventative care compared to a non-OWP client?
50%
What 2 things does the client need to have at the time of enrollment?
1. Proof of identity (and over 18 y/o)
2. Have a credit/debit card or bank account for auto-draft payments
Who can authorize changes to an OWP?
Only the person who SIGNS THE OWP AGREEMENT can make changes to the OWP. The main account holder ALWAYS has to sign the OWP-- you can also add auth contacts as a co-signer, but they must both be present at the time of enrollment to do so.
Authorized contacts can only approve services for the pet/bring them for appt-- not change the OWP.
Send home handouts and client education! Then.. document in medical notes.
When can we enroll a 'sick' pet in an OWP?
1. When approved by the Dr and/or PM and/or COS
2. When the client is educated about the OWP and that the payment for services rendered will be due if the pet passes away or can no longer use OWP
3. When it is documented appropriately in the medical notes about why the enrollment was approved.
Why is a puppy or kitten's "Graduation" Comprehensive exam the most important exam of their plan?
This CE allows us the chance to work with the client to plan for the next stage of preventative care as the pet moves into adulthood. The value of services can often be lost on clients after a pet's initial vaccines/neuter.
Grad Comp allows for the client to change their OWP to fit lifestyle and also recommendations made by Dr based on breed/age/weight/etc.
How many days can pass from a plan ending (non-renewal) before the client would have to pay another enrollment fee to sign up again?
90 days
Can we upgrade an OWP to special care to use xrays for limping dog? Why or why not?
No-- we cannot upgrade an OWP to perform diagnostics on a pet that currently has a concern. The OWP is able to be upgraded to special care at any healthy exam.
Clients want to know if they can cancel at any time--explain what happens when a client wants to cancel their OWP.
When cancelling an OWP, the client needs to call the corporate office (OWP Relations Team) as they are breaking a contract. The client will lose the OWP discount when canceling OWP for any services provided under that year's contract.
IF the total cost of services used is greater than the amount of payments made into the OWP, the client pays the difference.
AKA:
Retail Cost of Services - OWP Payments Made = Total Cost to Cancel OWP.
It is often less expensive for the client to set the plan to NOT RENEW and pay the remaining OWP payments (because the discount is still active).
How long can the account stay on hold for non-payment before going to collections?
About 4 months or 120 days.
Explain why it is valuable to a pet and client for us to perform a preventative urinalysis for a pet.
Preventative medicine shows us the baseline for that pet's health. If a pet were to get sick, we would know the pets 'normal' and have more knowledge about the changes to the labs due to potential illness.
Very often we find that a pet has an issue while performing preventative care: preventative ear swab finding infections, preventative rads finding enlarged heart or kidney stones, preventative urinalysis finding diabetes, crystals, UTI.
A pet's OWP has just renewed from puppy plan to an adult plan. The client realized that they never rescheduled the pet's neuter after they canceled it the night before. Explain how the client can get the neuter performed still.
Client cannot use the neuter from puppy plan-- services do not "roll over".
Client can pay out of pocket for neuter with the adult OWP discount OR add the neuter onto the adult OWP.
How can a client get rebates still for PCO's added into the OWP?
At enrollment, ensure you print a copy of the OWP agreement for the client to submit for rebate. The OWP agreement states what the client is paying for the prevention.
What is the process we should be following when a client calls in with an 'emergency' before sending them to ER?
1. CSC takes call from client hearing emergency (hit by car, non stop vomiting, ate a rock, etc).
2. CSC speaks with VA about situation. VA gets on the phone to assess.
3. VA relays triage to the Dr who recommends ER
4. VA gets back on the phone with client, relays Dr advice, and recommends ER
Agreeing to the automatic renewal of the OWP.
The OWP signature process first has the clients sign initials agreeing to auto renew, then the client will sign their signature for the agreement itself.
Give your best OWP spiel-- pretend our team is a new client with a 3 y/o F Cocker Spaniel.
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If a client decides to enroll in an OWP and wants to pay for the whole year at once instead of making payments, how much is the discount for that?
List 3 of the “Chronic Care OWP options” that can be added to core wellness plans.
-- Diabetes Care, dogs and cats
-- Hyperthyroid, cats
-- Otitis (mild or severe), dogs
-- Renal Care, dogs and cats
-- Screening Radiographs, dogs and cats
-- Chronic Medication Monitoring, dogs and cats
-- Dental Radiology with Anesthesia, dogs and cats
An angry client wants to cancel the OWP: roleplay a conversation (you are the associate) where you inquire as to why a client wants to cancel and try to retain them.
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