Finance/Reports
When will reports be posted by?
The 10th Business Day
What are the four clinic user types?
Basic clinic user, delegate, veterinarian, and system admin.
If a clinic wants to lower their marketing emails who must complete this?
The TEM
What type of products can customer service reps add to a client’s RX cabinet?
AOTC and OTC items
A clinic user calls to say the "Approve" button is grayed out and they are not able to approve an order. What is the first thing you should do?
Check to see if the user calling is a delegate of the approving vet.
What are the two types of payment models offered to clinics?
IMA and VBS
Who can delegate new staff members?
System Admins and Veterinarians
What are a few of the practice settings a CS rep can update with a system admin on the phone?
1. We are able to turn on and off faxes for clinics
2. We are able to update items in the catalog (turn on and off items and adjust prices)
3. We are able to update the pending auth email
What is a mandatory step we have to take when approving an AOTC item?
The AOTC approval artifact
A clinic user notifies us that they are only able to create a prescription draft. Why might this be?
The user is not a delegate of the selected vet for the client.
Which clinic type has daily batch deposits?
IMA
What are the five main things System admins can do?
1. Pull reports
2. Update user accounts (including updating delegation)
3. Make catalog updates
4. Update practice settings
5. Approve PSRs
What are the two different tax types for clinics and where do you find this information?
Retail and wholesale clinics. This information can be found in DVM under the practice tab.
Name four of the software programs that are writeback compatible.
eVetPractice, ImproMed, Cornerstone, AVImark
How do you reset a password for a clinic staff member?
We are able to reset the password within PA under the "View/Edit" option.
Note: Please use the user's last name with the current year as the password. Ex: Snyder2021
Which report is mostly for used for an IMA clinic to reconcile a clinic's bank account?
A settlement report
Which practice user type can do practice pay orders for clients?
System Admins
Which clinic type will be given a sales tax report and is responsible for remitting the sales tax to their state?
Bonus points: When is the sales tax collected for this type of clinic?
Retail
Bonus: At check out
The clinic states they ordered a bulk supply of Heartgard for in-clinic use and there is an issue with the order. What do we do?
Transfer to CONA. Covetrus only fills compounded in clinic orders. CONA can fill commercial item orders for in-clinic use.
What are the different ways we can try to link clients in PX?
1. Search by first and last name.
2. Use the client PIMS ID number.
3. Use the patient (pet) PIMS ID number.
List two ways a VBS clinic varies from an IMA clinic? (long answer)
1. A VBS clinic has only a single deposit which is made on the 3rd business day of the month.
2. Transaction deposits will be from “PaymentBanc.
What is the difference between "Available," and "Selected" under the "authorizing delegates" in a veterinarian account?
"Available" users are all available accounts but are not delegates.
"Selected" users are the delegates selected for a specified vet.
Some clinics have an in-clinic order option and others do not. What types of items can we fill with in-clinic ordering and why might a clinic not have this option?
In clinic, ordering will be items offered with RR and will fill directly with RR.
Clinics in states that do not permit in-clinic use for compounded medications will not have this option. State dependent.
A clinic calls in and wants to know which user-approved an order. Where can we find this information in Px?
Under the prescription details. Search the client name in Px, select the pet name, and click on the prescription to find the details.
If a doctor is no longer active with a practice and new RX requests come through for approval and the staff members are not delegated what are the correct steps to take?
A. A system admin is able to update the delegation to approve or decline the order. The vet account will need to be reactivated briefly to be able to approve or decline the order.
B. We need to ensure the "Active on storefront" option is deselected in PA for the doctor and deactivate the account again once done.