What DVM?
This DVM does not perform Spays
Who is Dr. Davis?
Mr. Billy Bob Joe walks in 11 minutes late for his appointment. WWYD?
Do NOT ask the DVM, explain the policy and immediately offer to reschedule the appointment.
This CSR absolutely hates hot dogs
Who is Kelly?
This is the procedure when scheduling any new client appointment.
What is collect client and pet information, collect information on records and create a callback, collect deposit and send NCF?
This CSR duty is responsible for tidying up the bathroom.
Who is Secondary Phones?
This DVM does not perform enucleations
Who is Dr. Zeni?
Stuart calls and his dog Carlos is almost out of a critical medication. The prescribing DVM is OOTO for the rest of the week. Carlos is UTD on his wellness. WWYD?
Send the request to the ER DVM.
This CSR has no pets at home
Who is Brittany?
This is the deposit amount required for a consult with Dr. Kerstetter.
What is $150?
These two DVMs will do ALL routine surgeries.
Who are Dr. Casey and Dr. Hansen?
Mrs. Betty calls at 8:30am and states that it is her beloved pet Kyra's time. She asks if Dr. Davis has any availability to euthanize today. Dr. Davis is OOTO, and both other DVMs are full on appointments. The surgery DVM has no ERs on the schedule, though they leave at 2:30pm.
Explain that EMD is OOTO and offer the emergency DVM, avoiding the lunch hour (if possible) and allowing enough time before the emergency DVM has to leave.
This CSR has a grandbaby and a pet that share the same name
Who is Tina?
Patients who are on chronic injections (Cytopoint, Librela, Solensia) must be seen for their wellness THIS many times per year.
What is once a year?
Julie brings in a fecal sample. We can check these places to try and locate information on what fecal to run.
What is Client Communications, Master Problems, and Clinical record from last visit?
Who is Dr. Fietz?
A non-client walks in for an emergency visit at 4:45PM. WWYD?
Place them into a room (if available), and find an available technician to triage. No matter the symptoms or circumstance, a technician MUST triage per hospital policy.
This CSR is a great-grandmother!
Who is Sandy?
We will fill Flea and Tick prevention with THIS exam type within the last year.
ANY exam
These are all of the places in EZ-Vet that CSR's should check BEFORE making a compliance call.
What are patient comms, client comms, appointment list, and Client SOCs for all pets?
These two DVMs are USDA Certified for health certificates
Who are Dr. Zeni and Dr. Casey?
Shelby has a cat who is diabetic, she is calling regarding Senvelgo, and is curious about the medication. We explain our procedure is _____.
The procedure includes in-clinic monitoring at day 2/3, day 7, day 14, week 4, and every 3 months. We explain to owner that Senvelgo treatment is a financial and time-consuming obligation. Stopping treatment suddenly creates risks for the patient, so it is imperative that the owner is able to keep up with the maintenance.
Both of these CSRs have a birthday in March!
Who are Tina and Kelly?
Duke is coming in for a glucose curve tomorrow. The owner is asking how/when they should give the insulin before the BG curve. This is our policy.
We want it to emulate when they feed/give insulin at home. If clients are feeding and giving insulin at 6a every day, then that is what they should do before they drop off for the curve. If they don't feed and give insulin until 8a then they should bring their insulin and we can offer food and give insulin at 8a.
This CSR Duty is responsible for completing transfer checklists.
Main Phones.