Rapport
The system name for constant communication with customers.
What part of inventory requires two signatures
What is Control Drugs
*Important note _______________ diagnosed by a Vet are not eligible for coverage. Be sure to review medical history with the client
What is Pre-Existing Medical Conditions
When should a deposit be taken
What is when boarding with non established clients/new clients
What important question should be ask when scheduling any appointment.
What is detialed Client Information
Last name, First name, Pet’s Name, Pets Age, Current address, Current phone number, Email on file, Confirm if the client has, or is interested in, opting-in for Rapport:
What resources can an employee use to find out how to do things in reception.
What is the Reception reference binder.
When checking out a customer who wants to buy a Collar what should be reviewed
What is check the description
1. Please include the following information for each claim in the email:
* Invoice
* Vet Name: ________________
* Diagnosis for that invoice:_____________
* Medical Notes for that invoice
2. Send claim info above directly to claims@companionprotect.com Or Fax (913) 808-3125
What is Claim Submission Checklist
1. Take all belongings to the receptionist prior to bringing boarder to the front. When you get the animal, check the animal over for any feces and urine. Clean eyes and brush them out. Have the technician/assistant confirm that the animal is clean and spray with “foo-foo”. When the receptionist is done checking the client out they will call back letting you know to bring the animal up. Take the boarding card to technician/assistant when you are bringing the animal up.
What is the Boarding Check out process for Kennel
The order in which we schedule appointments
What is Routines and Non-Routines
What is the steps called for adding electronic communication to clients profile called
What is Opt-in with Rapport
Name of the company we display an assortment of collars and leads.
What is Lupine
The following Items are what
Hit By car, Bites from other animals, Insect bites & Stings, Eye scratches, Foreign body ingestion, Mouth or Tooth injuries
What is Covered Accidents
All boarding releases are to have signed pre-invoices. Any personal items are to be brought up and verified received prior to release of boarder. All instructions related to treatment plan, etc. are to be followed.
What is the Receptionist (Check-out) process
What are the places you can look up Policy and Procedures
What is the FAH binder, BOH Binders, Memos Remote Desktop
What is the text code for client to Opt in
Where can we find the codes for Lupine
What is FOH Binder or What is memos Lupine
The following Items are what
Covered Illnesses & Injuries, Cancer Treatments, Respiratory Issues, Kidney Disease, Urinary Tract Infection,Diabetes, Arthritis Care, Surgeries, Hip Dysplasia, Hyperthyroidism, Luxating Patella, Emergencies & Hospitalizations, Allergies, Prescription Food & Medication.
What is Covered Illnesses & Injuries
If a client needs a Vaccinations/Requested Exams: All vaccinations should be completed the day of arrival. If the boarder cannot be addressed within an hour of the veterinarian leaving, vaccinations (excluding Rabies), can be administered the next morning.
What is Vaccinations should be added to the schedule for the next morning,.
What are the steps for a TNT/AGE appointments
1.Have client sign in for their appointment.
2. Confirm client information.
3. Confirm what services the client would like to have done – TNT and/or AGE.
4. Confirm that the patient(s) is current on rabies vaccine.
5. On Procedures/Treatments page (second to last page in each patient file), the following should be written: • Date • Service(s)
6. Confirm if the client has, or is interested in, opting-in for Rapport:
• Yes client is interested – Have the client text JOIN to 36218
• No, client is not interested – Notate on account, in an alert, that the client has declined this feature.
• Client is already opted-in – Notate on account, in an alert, that the client has opted-in.
7. Call back to have a PA/ LVT/VA/VTIT bring patient(s) to treatment room for services without client.
Who should be asked to Opt-in
What is all Customers
Stickers on products
What is the product code.
The three ways client can
1. At shelter during adoption
2. Online-www.companionprotect.com
3. Text Message-
What is ways clients can Enroll
1.Boarding Release Form: Completed with proper pricing reflected and signatures obtained. Proper emergency information. Let client know at the time of check-in that if any lab work is done while the animal is in boarding we will not be contacting them if the test is negative. If the lab work is positive then the Doctor will be getting in touch with them.
2. Check-in Sheet: “Reason for visit” lines to reflect all services to be given. “History” reflect all special instructions, medications and personal items. Current weight.
3. Boarding card: Owner and pet identification. Vaccinations and diagnostics that are due will have squares to be checked, once completed, in front of items listed. “Current/Due” designation above the vaccinations/diagnostics circled by the receptionist. “Location” boarder is to be housed and inputted when appropriate. “Ent and Rel Dates” filled. “Separate/Group” circled appropriately. Feeding frequency circled along with type of diet written with instructions. Appropriate circles made around “Medications/Treats/Toys/Special Inst” and details listed in the lines below and transferred to the daily treatments below. Finally, services to be performed are to be circled and “Checked In By” to be initialed in using Avimark ID printed.
4. Code sheet: All services that are to be performed are to be circled. All personal items and food brought in by the owner are to be listed in the space provided under the “PHARMACY” section. Any labs to be sent out are to be listed under the “LABORATORY SERVICES-SEND OUT” section with a check box to be marked when completed.
What is the paperwork accurately that accompanies a boarder.
What are the steps for recheck appointments
Checking in recheck appointments:
1. Have client sign in for their appointment.
2. Confirm client information.
3. Confirm that the client is coming in for a recheck with the same doctor that last saw them.
4. Weigh animal(s) accurately.
5. Confirm if the client has, or is interested in, opting-in for Rapport: • Yes client is interested – Have the client text JOIN to 36218 • No, client is not interested – Notate on account, in an alert, that the client has declined this feature.Client is already opted-in – Notate on account, in an alert, that the client has opted-in.
6. On the back of the original chart page, under Followup, Write the following in on the same line: • Date • “Recheck” • Weight of pet
7. Create a code sheet with client and pets info with “Recheck” code circled.
8. Call to back to have a PA room client and patient.