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Equine Finance Certificate Worksheet

Brought to you by CareCredit

This worksheet is a required portion of the program. Please complete once you've finished the module material. You will receive a copy of your answers once you click "Submit" at the bottom of the page.

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It's Everyone's Job to Talk About Finances

Do financial conversations play a role in your occupational stress? Explain why or why not.

Make a list of the payment options your hospital accepts. What are the requirements for each? Who decides which options your hospital offers?

How do you feel when you present a bill to a client when you think it might be too expensive for the client to pay? What scares you most about these conversations?

Use the area below to summarize this topic and record key takeaways.

Basic Finance for Veterinary Teams

After completing the 100 Pennies game, what did you learn about hospital expenses and your part in them?

How can you relate personalizing your conversation with clients to finances?

Use the area below to summarize this topic and record key takeaways.

Confident and Competent Financial Conversations

Empathy is being able to put yourself in someone else's shoes. Create an empathetic statement you could use when a client says, "You are only in this for the money. I should not have to choose food on my table or vaccines for my horse."

How do you explain to a client that veterinary care is not only for emergencies or illness?

When you begin to judge a client by what they look like, wear, or drive, how can you bring yourself back to a reset that every client should be treated the same when it comes to finances?

Use the area below to summarize this topic and record key takeaways.

CareCredit Benefits

List out discussion points to use with a client about why they should obtain a CareCredit credit card before emergencies or unexpected needs occur.

List out discussion points to use with a client about why CareCredit is a great option for animals to receive care in emergency and high-cost situations.

What other benefits does CareCredit have beyond an animal care credit card?

Walk through your role in your hospital's process of assisting clients in the approval process for CareCredit.

What is one myth about CareCredit that has now been busted for you since taking this course?

A client pushes back that CareCredit is "just another credit card". How do you respond?

Use the area below to summarize this topic and record key takeaways.

Assisting Clients with Veterinary Care Plans

You are responsible for walking through a surgery estimate with a client that you know they were not expecting. How do you handle that?

Write an example of a conversation you might have with a client where you provide a range of diagnostics or treatment plans that could work for their horse.

Use the area below to summarize this topic and record key takeaways.

Access to Care Solutions

What are the options you can provide when a client states they have no money to pay for any services and got declined for payment plans?

Use the area below to summarize this topic and record key takeaways.

Advanced Financial Conversations

How do you make talking about money comfortable for you and the client?

What key points do you want to remember when talking to a client regarding a high-cost estimate or final bill?

How have you changed an "I'm sorry" statement into something that does not apologize for doing your job and caring for animals?

Use the area below to summarize this topic and record key takeaways.

Financial Case Studies

How would you respond to a client who says:

"If my horse looks healthy, I don't need to bring it to the veterinarian. Veterinarians are only for sick horses and emergencies!"

"Veterinary care is too expensive. I don’t want to put a price on my horse's life, but I can’t afford such costly care."

"Don't you care about horses? You're only in it for the money!"

"I have bad credit and won't be approved."

"I've had horses my whole life and have never received a bill like this."

"I'm not paying for you to put my horse down. I'll find another way."

"I can get my hands on vaccines at my local farm supply. Why would I spend five times the amount here for you to do it?"

How would you talk to a client about an estimate that is expensive when the client does not look like they have the money?

What could you say to a client instead of: "Mr. Jones, I know this is expensive. I wouldn't be able to pay it either."

What could you say to a client instead of: "You should have saved money for when emergencies hit like this."

You present a bill to a client, and they are shocked by the total. How do you justify your hospital charges?

Use the area below to summarize this topic and record key takeaways.

How to take what you have learned and put it into practice!

Clients look forward to a veterinary experience with a trusted, knowledgeable, compassionate staff. When you can have comfortable financial conversations as part of a stellar client experience, you connect with clients, earn their trust, and establish a professional relationship. This class has covered a lot of subjects, from how to build healthy financial relationships to ways to support access to care. Now it's time to apply your knowledge to benefit your practice.

1. Identify opportunities in your practice and where you could put what you’ve learned into action. e.g., Do you have a defined financial policy? Do you communicate your policy to all your clients? Are all your team members comfortable with having financial conversations?


2. Put together a list of recommendations that could be implemented in your practice.

3. Depending on your role in the practice, either implement them or share your ideas with the person who can.

4. Determine how the data could be tracked to see if the implementation is working. Share the data with the team.

5. Celebrate! You and the rest of the team are making an even greater impact in the lives of horses and the people who love them.

NOTES:| Use this area to write ideas to include when making your SOP for Financial Conversations.