VIN

VSPN

VSPN Challenges Facing the Front Desk (STAF111)

This course is a self-paced, non-interactive course.

Presenter: Phyllis Webster, AA, CVPM
Course Open: August 5, 2024 - May 31, 2025
Total CE Credit: 3
RACE Category: 3 hours Non-Medical

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Tuition: $66
Prices are listed in US dollars.


Course Information:
Building client loyalty is an opportunity happening all day, every day. The front office staff member plays the most critical role in the success or failure of a veterinary practice. No matter how competent, capable, or caring you are, at some point clients will be unhappy with you. How your front desk handles these situations may determine whether this client returns or whether you lose that client. Unified front desk staff will create a loyal clientele that will assure compliance with the doctor’s recommendations. Your front desk staff will attract new clients and solidify the current clients while creating a positive experience. They generally improve productivity and efficiency in your veterinary practice along with handling the distressed client with ease.

Learning Objectives: Upon completion of this course, the participant should be able to:
  • Outline the importance of creating an exceptional first impression, while establishing a long-time relationship with each client
  • Demonstrate the ability to admit and discharge patients while staying on schedule
  • Show and improve the front desk’s ability to multi-task and streamline operations
  • Apply and increase knowledge of medical terminology, accurately discharge patients with instructions, and market the doctor’s recommendations
  • Change price shoppers into appointments.
  • Compute accurate price quotes where needed
  • Discriminate emergency situations with patients, solve issues with the unhappy client, and handle payments while relating a positive attitude
  • Overcome client objections while developing client loyalty
Level and Prerequisites: This basic VSPN CE course will be open for enrollment to receptionists, front office staff and those assistants and technicians who fill in at the front desk. All veterinary staff involved in or wishing to learn more about the importance of providing exceptional client service or training of future front office personnel are encouraged to enroll. This course covers the essential skills needed for the first several weeks on your job.
RACE Credit Approval: “This program has been submitted (but is not yet approved) for 3 hours of continuing education credit in jurisdictions which recognize RACE approval. “
VHMA Credit Approval: This course has been submitted to VHMA for CVPM credit.

Course Agenda:

Section 1: Maintaining the Flow
This section will cover the admission and discharge of patients and how to stay on schedule. We will also discuss the front desk’s ability to multi-task and streamline operations.This section will outline first impressions, establishing client relationships and understanding the importance of the front desk in forming client relationships.

Section 2: Cleaning Up
In this section, participants will learn to apply and increase our knowledge of medical terminology, accurately discharge patients with instructions, and market the doctor’s recommendations. We will go over how to change price shoppers into appointments and compute accurate price quotes when needed.

Section 3: The Rough Stuff
This section will examine how to discriminate emergency situations with patients, solve issues with an unhappy client, and handle payments while relating a positive attitude. We will also learn to overcome client objections while developing client loyalty.

Successful completion (scoring 80% or better) on the end-of-course test is required to earn a certificate of completion for the course. To learn more about the requirements for earning a CE certificate, please refer to Receiving Your CE Credit and Course Completion Certificate.

Course Materials: Course materials will be available in the course library prior to each Real Time Session.
Required Textbook(s): There is no required textbook for this course.

Enroll Now  

Tuition: $66
Prices are listed in US dollars.


*To ensure participants are ready and prepared for classes, enrollment will close on May 1, 2025 at 5:00 PM ET (USA) or when the maximum number of participants is reached.

*For more information on how online CE works, see the Participant Resource Center.


Enrollment qualifications:
  1. VIN CE Courses:
    1. VIN CE courses are open to VIN member, VIN student member, and non-member veterinarians.
    2. Veterinary support staff must be VSPN members in order to enroll in a VIN CE course open to VSPN member enrollment.
  2. VSPN CE Courses:
    1. VSPN CE courses are open to veterinary support staff and veterinarians.
    2. Only VIN and VSPN members can enroll in a VSPN CE course.
    3. Veterinarians will only receive credit for those VSPN CE courses that specify in the Accreditation statement that the course is accredited for veterinarians.
  3. Please check the course Level and Prerequisites, Accreditation, and Tuition before enrolling.
  4. Each enrollee must be able to receive emails from @vspn.org and @vin.com addresses.
    1. Email is our major form of communication with participants; personal emails are highly recommended rather than clinic/hospital email addresses.
  5. For further assistance call 800-846-0028 ext. 792 or email . Please include the course title, your full name, and contact information in your correspondence.


Course withdrawal and refund policy: A complete refund of the paid course price will be issued when your withdrawal request is received prior to the listed start date of the course. If you wish to withdraw after the start date please contact the VIN office 800-846-0028 ext. 792 to discuss eligibility for a pro-rated refund.

*For more information on VSPN's upcoming CE courses, check the VSPN Course Catalog.

VSPN CE Services:
800-846-0028 or 530-756-4881; ext. 792
or direct line to VIN/VSPN from the United Kingdom: 01 45 222 6154
or direct line to VIN/VSPN from Australia: 02 6145 2357