Course Outline

Veterinary Office Reception Procedures I

Course Title Veterinary Office Reception Procedures I
Course Number AHP120
Course Description This course develops and strengthens interpersonal communications skills that
contribute to success in workplace environments. These are essential skills
that are practiced throughout the course of each day and contribute to the
smooth, effective functioning of the animal care practice. Students develop a
practical- and vocation-oriented approach to effective and professional
communication. In addition to verbal practice, the many communications skills
that are addressed here include the use of technology to communicate
professionally, careful listening, accurate writing, as well as locating and
documenting information. The focus of this course is to help students prepare
and adapt for a veterinary office environment, which includes the ability to
multi-task, communicate in a variety of methods to a variety of clients, staff,
and other people. To achieve this focus, students will participate in many
different activities, complete multiple assignments, and demonstrate their
communicative skills in a variety of settings and situations.
Course Prerequisites ITC4: Introduction to Computers
AHP110: The Veterinary Profession and Health & Safety Practices
Required Textbook(s) Prendergast, Heather. Front Office Management for the Veterinary Team (3rd
and Resources Edition). Elsevier Health Sciences, 2018.
ISBN: 9780323570411
Course Duration 20 hours per week for 1 week (20 total course hours)
Instructional Delivery  Lecture and demonstrations
 Directed exercises and activities
 PowerPoint presentations
 Practical exercises
Course Objectives Upon successful completion of this course, students will be able to:
 Define staff etiquette and distinguish professional etiquette best
practices.
 Develop effective phone techniques.
 Use powerful words during a customer phone conversation.
 Create a FAQ script that a receptionist could use to respond to
customers.
 Use techniques for handling multiple phone lines.
 Identify techniques used to turn a phone “shopper” into an
appointment.
 Describe how to instill confidence in your clients based on your role as
a receptionist.
 Explain the liability associated with giving medical advice over the
phone.
 List methods to greet clients effectively.
 Identify and explain the 4 P’s of marketing.
 Define several marketing methods.
 Illustrate effective marketing techniques and how to merchandise a
clinic’s brand.
 Propose marketing material to use as part of an internal marketing
strategy.
 Identify effective features of a veterinary facility website’s design.
 Define a pet portal system.
 State the benefits of gift certificates.

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Veterinary Office Reception Procedures I
 Design content for a client’s educational material.
 Design and utilize on-hold messages.
 Use written communication best practices for client materials.
 Use and develop professional verbal skills.
 List methods to communicate in a positive and professional manner.
 Outline methods and techniques for client education.
 Provide estimates for clients.
 Clarify barriers that prevent effective client communication.
 List methods and strategies that improve verbal image.
 Write a professional e-mail message in response to a client’s
communication.
 Explain essential components to include in a recall system.
 List factors that affect appointment scheduling.
 Book client appointments and make appointment cards.
 Outline the importance of reminding clients of upcoming appointments.
 List methods to increase production and efficiency of appointment
management.
 List methods used to manage clients who walk in to a practice with
minor emergencies.
 Identify the advantages and disadvantages of using a paper-based vs
a computer-based appointment management system.
 Design and create appointment books and cards.
 Describe techniques used for habitually late clients, busy times at the
clinic/hospital, walk-ins, patient drop-offs, no-shows, and clients
arriving on the wrong day.
 Describe how to enter appointments and call and remind clients of
these appointments.
 Use appointment features of a computerized system.
 Create a weekly appointment schedule for multiple staff and types of
appointments.
 List the losses associated with poor inventory management.
 Describe methods to maintain an appropriate amount of inventory on
hand.
 Explain how to handle expired medications and identify when a
medication has expired.
 Categorize a pharmacy by drug function and other classification.
Attendance For virtual classes, we recommend students attend the live sessions with the
Expectations instructor. If students cannot attend these live sessions, they should later check
the recordings uploaded to their course in MyCampus.

Students are required to log in regularly and complete each week’s course
material. There are activities and assignments due each session. Student
progress is tracked by the completion of these activities, and failure to
complete them will result in a marked absence.
Dress Expectations Students are expected to dress appropriately for live sessions, in accordance
with the dress code policy.
Generic Skills The college is committed to ensuring that students have the full range of
knowledge and skills required for full participation in all aspects of their lives,
including skills enabling them to be life-long learners. To ensure graduates
have this preparation, such generic skills as literacy and numeric, computer,
interpersonal communication, and critical thinking skills will be embedded in all
courses.

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Veterinary Office Reception Procedures I
Course Changes Information contained in this course outline is correct at the time of publication.
Course content is revised on an ongoing basis to ensure relevance to changing
educational, employment and marketing needs. Course outlines are subject to
change. The program or course timetable may also be revised.

Course Breakdown
Session Topical Coverage and Learning Activities
Session 1 The Receptionist Team
 Define veterinary staff etiquette.
 Develop effective phone techniques.
 Design and critique on-hold messages.
 Apply techniques to handle multiple phone lines.
 Identify techniques used to turn a phone “shopper” into a customer.
 Describe how to instill confidence in your clients based on your role as a
receptionist.
 Explain the liability associated with giving medical advice over the
phone.
 List methods to greet clients effectively.
Session 2 Marketing
 Identify and explain the 4 P’s of marketing.
 List and describe the options available to a veterinary clinic for external
marketing.
 Illustrate effective marketing techniques and how to merchandise a
clinic’s brand.
 Design logos, symbols, signs, and phrases that could be used as part of
a marketing strategy.
 Propose marketing material to use as part of an internal marketing
strategy.
 Identify effective features of a veterinary facility website’s design.
 Define a pet portal system.
 State the benefits of gift certificates.
 Design content for a client’s educational pamphlet.
Session 3 Client Communication
 Use written communication best practices for client materials.
 Use and develop professional verbal skills.
 List methods to communicate in a positive and professional manner.
 Outline methods and techniques for client education.
 Provide estimates for clients.
 Clarify barriers that prevent effective client communication.
 List methods and strategies that improve verbal image.
 Write a professional e-mail message in response to a client’s
communication.
 Explain essential components to include in a recall system.
 Describe ways to ensure a client’s understanding.
Session 4 Appointment Management Systems
 List factors that affect appointment scheduling.
 Book client appointments and make appointment cards.
 Outline the importance of reminding clients of upcoming appointments.
 List methods to increase production and efficiency of appointment
management.

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 Course Outline
Veterinary Office Reception Procedures I
 Establish protocols for when clients walk in with minor emergencies.
 Identify the advantages and disadvantages of using a paper-based vs. a
computer-based appointment management system.
 Design and create an appointment book and cards.
 Describe techniques used for habitually late clients, busy times at the
clinic/hospital, walk-ins, patient drop-odds, no-shows, and clients
arriving on the wrong day.
Session 5 Inventory Management
 List the losses associated with poor inventory management.
 Describe methods to maintain an appropriate amount of inventory on
hand.
 Explain how to handle expired medications and identify when a
medication has expired.
 Categorize a pharmacy by drug function or another classification system.
 Create an inventory sheet identifying current stock and re-ordering of
products.

Assessment

Evaluations Value
Class Participation 10%
Assignment 1 10%
Assignment 2 20%
Assignment 3 10%
Assignment 4 10%
Assignment 5 20%
Final Project 20%
Total 100%

A final grade of 70% or higher is required to pass this course.

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