You've got mail!
SOP/Protocols
Aquamation
Instinct
Money Please!
100

You just read an e-mail in the info@mosaic inbox, and you have no idea how to respond or what to do. What should you do now?

Forward to Gaby 

100

A client is on the phone asking to speak with Dr. Sims, or when she will be in next. You know she is not in today, but is working the swing shift tomorrow. What to you tell the client? 

To protect the safety of our team, we don’t share staff schedules, including who’s working on a given day. We are happy to take a message

OR

They can: Bring pet in if they need urgent medical attention or email info@mosaicanimal email 

100

A client has selected the crystal orb/paperweight and would like to know how long it will take to complete

up to a month

100

The transaction summary report in instinct for the drawer/closeout should be generated for what time? 

5am/pm - 5pm/am

100

Which of our financial programs requires an in-hospital deposit of 50% of the high end of the estimate? 

VetBilling

200

You've just opened VCA's email replying that they received the referral we sent for Duke to see IM. What do we do with this email?

Copy and paste in the Comm Log/ Comm Log it 

200

According to the Body Hold Protocol and the Deceased Pet Hold Agreement. What is the maximum amount of time, Mosaic will hold a pet? 

3 days 

200

Mr. Cooper just euthanized his cat, Brad, today. He mentioned he is travelling from Michigan and is planning on going back in a few days. How much is it to ship Brad's ashes to Michigan? 

$120

200

Dr. Chamney brought in her pup Luna Tuna for some fluids and meds for eating too much human food. They have both left the hospital, yet she is still checked in on the OP board. What should you do?

Move to boarding 

200

A client just asked if he his mom's Care Credit for his puppy's visit today, she already told him he could, but she is on vacation in Hawaii. What options can we give him? (2 part answer for full points)

1. Have mom CALL Care Credit and have son become authorized user 

2. EMAIL/TEXT (through Instinct) Care Credit Snippet/link to pay through their account 

300

A finalized necropsy report was just received in the info inbox. What do you do with it now?

-Attach Report to patient's chart 

-Task the submitting/treating DVM

300

A Good Samaritan just walked in with an injured stray dog. Which form or forms do we have them fill out upon check-in? 

Good Samaritan/Animal Control Intake Form



300

If a client elects a Necropsy and Private Aquamation, which of the "extra memorials" are they unable to purchase.

Paw prints 

(Ink AND Clay) 

300

Whoops, Mr. Jones just remembered that he brought Meatloaf here a few months ago and forgot to mention it before he was checked in. Now you see he has two accounts and there are two Meatloafs in the system. What do you do?

Ask Leadership or task Gaby to Merge accounts and patients 

300

A client was approved for Cherry and now wants to use it to pay their balance (the amount approved covers their entire balance) They just asked how much they need to pay today, to either Mosaic or Cherry. What should you say? 

1st month's payment due FROM CHERRY at checkout/when contract finalized. 

400

We've just recieved a few sympathy cards back with an undeliverable/no address exists sticker. What do you do with it now? 

Check the address on chart AND Intake form

Rewrite address if incorrect 

Bonus 100pts: Sharpie or white out postage numbers if not using a new envelope 

400

A client is on the phone requesting to schedule an appointment for an Abdominal Ultrasound. What needs to be done before scheduling the appointment and hanging up with the client? 

-Email Estimate for Outpatient Ultrasound canned estimate 

and/or get verbal approval 

-Take deposit of $300

400

If a client elects a Necropsy AND Private Aquamation, what additional fee should they be aware of?

Bonus 100pts if you can give the actual price amount. 

Aquamation Courier Fee 

$60

(Courier Fee already included in Necropsy fee) 

400

Mr. Smith just paid the deposit for his dog, Beans, hospitalization stay. What do you do next?

1. Email Invoice AND What to Expect when your pet is Hospitalized from instinct

Bonus 100pts: Confirm contact #s and/or email

400

Your coworker just found out that they need to set up a VetBilling contract for their remaining outstanding balance. They've asked you if there is a credit check and what the interest rate is. What do you tell them?

No Credit checks or interest rates for employees.

(They do have to pay one time $15 initial processing fee and $3 payment plan fee per payment.)

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