Check In and Check Out

As reception team members, it is important to create a great first and last impression on clients that choose to leave their pets in our care. We take pride in our client service and expect the reception team to be held in the highest of standards. Please make sure the following protocols are in action for each client and pet

At Check In;

• Greet everyone that walks in the door warmly, and if you know them please greet them by name.  *If you see a client struggling at the door with a carrier or a pet, attempt to get up from your seat and assist - they will notice if you at least try.*

• After gathering their name and pet's name, check them in and put an exam in, which will prompt a MCR to pop up. Make sure exam line item and the MCR both have the correct doctor listed.

• Confirm their address and phone number at each check in; if there is no email address, ask for one.

• Confirm what the pet is there for - and make sure to ask if there are concerns and notate those things in the MCR in your own words

• If the pet is over 20 pounds, please get them on the scale. If the owner is having trouble, assist them with treats or light restraint. Treatment team does not always have time to "get it later" so please make sure to get an accurate weight unless you or the pet is in danger.

• Confirm that the exam room is clean and ask for them to meet you at that room. 

• Put notes on the whiteboard and move on.

At Check Out;

• Confirm who is checking out, and make sure pet is released. If not after a few minutes pass, call to the back for release. NEVER check out a pet that is not released without express permission from the doctor on the case.

• Confirm what the pet received at their visit, vaccines/meds/injections/prevention...confirm they have any items they need to go home. Offer a bag if necessary. 

• If the pet is indicated to come back soon, make that forward appointment (boosters, proheart, bloodwork)

• Read off total and collect payment - make sure the payment type in Avimark matches what you're transacting (AMEX, Cash, Check, Discover, etc) - this is important for accounting. Prior to posting, make sure the correct doctor is selected before printing receipt and processing payment. 

• If the pet was large and hairy, make sure to pop by that room and sweep if necessary, check for blood/drool, try to clean up in anticipation for the next appointment.

• Surgeries, Drop Offs and Sedations : These patients should be checked out in the exam room by the assistant that was assigned to the pet. They should receive their medications, make their recheck appointment if needed, and be cashed out in the exam room. 

**Please try to plan for room placement. Large dogs should really primarily be in room 1 and 5 (if healthy adult). Large dog is anything that cannot be easily lifted onto a table.