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Specialty & ER Appointment Capture and New Client Acquisition Module

Complete the following questions after you have finished the "Appointment Capture and New Client Acquisition" Module. These questions are required to be completed as part of the VRCE program.

Phone Skills for the Specialty and ER Hospital

Think about what you must know when an emergency call comes in. What information do you not have time to check on to help the client and patient during their emergency?

Why would you not want to tell an owner they could wait until the morning or until their rDVM opens for their pet to be seen? What is an alternative to telling a client that statement?

What are the key points to take on a message for your hospital? Where do the messages go? Think about your different departments. Do they all require different information? Write down what is needed here.

Write down the steps you take before placing a caller on hold.

Review the steps to managing a non-emergency call. What are the critical touchpoints? Write them down here.

What are the next steps once you complete an emergency call? Are you responsible for putting the client on a triage board? Do you alert the staff? Write what your job role is on the "VRCE Specialty & ER Study Group" and title it “After the Emergency Call Comes In.” Write the date of your post here.

Please detail three (3) ways that you will apply what you've learned from this course on your next shift working at your hospital or three (3) things you will do differently on your next shift.

Appointment Capture for Specialty and ER

"Hello, this is Dan Simon, and my cat, Cheeto, has been crying today about something. I feel kinda silly even calling you, but he doesn't usually do this. Am I crazy? What do you think it is?"

Using what you learned in this course, how would you use the 4 steps to book this appointment?

What are three ways you would recommend an appointment to a client over the phone?

A non-client, Mr. Mallory, called to see how much an annual exam costs at your hospital. He usually sees the veterinarian down the street. Post how you would capture this appointment on the"VRCE Specialty & ER Study Group" and title it “Phone Shopper to Client.” Select the date of your post here.

Please detail three (3) ways that you will apply what you've learned from this course on your next shift working at your hospital or three (3) things you will do differently on your next shift.

When you are satisfied with your responses, select the "SUBMIT" button, and then you will be able to select the "COMPLETE & CONTINUE" button.