CSR
What is the passcode to check voicemail messages?
1551
Who is responsible for checking in surgical patients?
Dr. Jess
Who’s responsible for maintaining a clean work environment?
Everyone!
What patients must have an annual exam?
All of them! In order to maintain a VCPR, there has to have been a PE performed within the last 12 months.
What is a “package”?
It is a “bundle” of diagnostics and treatments that can be easily searched by typing a key word in “quick invoicing”. There are packages for annuals, surgeries (FB/cystotomy/Spays, etc) as well as eye and ear appts.
What is our address and telephone number
10659 Warrington Road, Pawnee IL 62558
217-498-0363
At what time are IV catheters pulled?
3pm
Who is responsible for ensuring that all clients and patients are greeted warmly and treated like family members (that we like)?
Everyone! A client and their pet should be warmly acknowledged and greeted during every step of their appt. (ie at the first call to schedule, during the appt reminder call, when they arrive and we are getting the pet out of the car, when we call on the phone from the clinic, when we return the pet to the car, when we call to follow up on how a patient is doing)
What does AAHA consider core vaccines?
Rabies, DHPP/FVRCP
When do you charge a tech fee?
See Taylor’s chart.
You have a client call in who is no longer searchable in evet but they say they have been a client here. What do you do?
Take a deep breath. Click “client.” Type in their last name and kindly ask them to spell it. Click “include inactive” and search. Then create a call back under “Notes” for Dr. Jess to review the reason for the call.
A patients heart rate is very low and Dr. Jess says to give atropine. How much do you give?
The calculated amount Dr. Jess wrote on the top of the hard copy of the anesthesia monitoring form.
When do you receive a stipend for uniforms? What constitutes a “uniform”?
At your 90 day review :)
Uniform-solid color, matching, appropriately fitting scrubs preferably in navy, black or grey
Why are feline vaccines given in the lower hind limbs?
In case of development of a vaccine associated sarcoma. 1/10,000 cats will develop one. If it develops in a distal hind limb it is easier to amputate the entire limb for a cure.
What is the difference in price between appts scheduled in Dr. Jess’s column vs the flex column?
Dr. Jess would be the normal office call/exam fee. Flex column is the “extended office call/exam”.
A client calls to report their pets eye looks red. When do you schedule them?
Today! Options for scheduling include: Dr. Jess’s column or the flex column.
When placing ecg leads, what lead goes where?
White on right. Smoke over fire.
A suspect parvo puppy has tested positive and will be hospitalized. What is the next step?
Review and follow the protocol in the observation guide.
What vaccines require boosters?
Leptospirosis, influenza, DHPP (puppies), FVRCP (kittens)
What discounts do you receive as an employee?
For a total of two pets-20% discount on all products and services! Free products for prevention from our reps (they just need to know what we need).
What are the appropriate steps to follow when a new client with a new patient calls?
Read them the script about the steps to become a new client.
Email the new client packet
Receive the new client packet back
Prepare a hard file with the new client packet and patient information and make a callback for Dr Jess to review
After approval by Dr Jess, call the client and warmly welcome them to BCVS and schedule their new pet
What are the BIG three things we need to monitor, document and know about every surgery patient before, during and after surgery?
TPR
Before-Dr. Jess
During-first or second doctors assist
After-second doctor assist/anyone recovering/extubating patients
What is the protocol for bad weather? Ie-tornadoes, ice or snow storms?
Trick question! We don’t have one yet, but we need to make one after our next staff meeting :)
A heartworm test is positive. The client has already left the office. What’s the next step?
Let a doctor know. Make sure you have enough blood to send out a FREE confirmatory test. If not, consult with the doctor on the case to contact the client to come back or schedule for another day to collect blood. After a positive confirmatory test result, the doctor will fill out the hw tx schedule when approx dates and call the client and schedule an appt to discuss the treatment protocol (or staging with bw and chest X-rays, starting heartgard and doxycycline).
The schedule is completely full. A vomiting and diarrhea puppy call comes in. What do you quote the client for possible parvo treatment?
Nothing! We don’t “quote.” You put the patient on the schedule. Ask them to remain in the car with the puppy. Type parvo suspect in the appt notes and verbally tell all staff to keep the puppy outside, in the car, until a negative test result is found and a doctor approves the puppy entering the clinic.