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VA 104 - 02B - Reception II

VA 104 - 02B - Reception II

Assessment

Presentation

Instructional Technology

University

Practice Problem

Easy

Created by

Katharine Rusk

Used 2+ times

FREE Resource

37 Slides • 17 Questions

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Review
What did we talk about last class?

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Drag and Drop

When dealing with clients, we want to under​ ​
and over
.
Drag these tiles and drop them in the correct blank above
promise
deliver
stand
evaluate
serve

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Open Ended

Why should you not give medical advice over the phone?

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Hospitals never get a second chance to make a first impression.
Be mindful of tone and body language.

Prepare for each appointment:

* Medical records, quote sheets, consent forms.
* What is the pet due for? What happened during previous appointments?
* How to pronounce a pet's name.

First Impressions

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Word Cloud

What is something that you can get ready for... a first puppy visit!

(1-2 words)

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Word Cloud

For yourself, how long is too long to wait, when you are at an appointment?

(answer in 1-3 words/numbers)

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Multiple Choice

What should a receptionist do if the veterinarian is falling behind in appointments?

1
Communicate with clients about delays and manage appointment flow.
2
Cancel all remaining appointments for the day.
3
Ask the veterinarian to work faster without informing clients.
4
Ignore the delays and continue with the next appointment.

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Multiple Choice

Which of the following methods would the receptionist use to ensure the safety of clients and patients in the reception area of a veterinary clinic?

1

Allow pets to roam freely in the reception area and have a child's play area.

2

Play loud music to keep clients entertained and provide snacks for clients and pets.

3

Maintain an organized reception area, and ensure all pets are on leash or in kennels.

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Multiple Choice

Why should we ask clients to confirm their contact information at every visit at the veterinary hospital?

1

Clients may change their address or phone number, and not update the clinic.

2

To update the hospital's marketing list and verify the pet's vaccination status.

3

We only ask this information if the client is good-looking.

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Word Cloud

What is the most interesting "mixed breed" that you have heard of?

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Multiple Choice

True or False?
For an owner that has multiple pet rats, each rat should have their own individual medical record.

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False
2
True

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Multiple Choice

When should pet owners sign a surgical consent form?

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After the surgical procedure.
2
Before the surgical procedure.
3
Only if the pet shows signs of illness.

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Multiple Choice

True or False:

There is always a risk of death when it comes to anesthesia.

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True. We cannot guarantee a risk-free anesethetic.

2

False. Anesthesia is completely risk-free.

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Multiple Choice

Why should a pet's euthanasia form be clear that the procedure results in death?

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To ensure pet owners understand the finality of the procedure.
2

To ensure the owners know the procedure is reversible.

3
To allow pet owners to change their minds later.
4
To provide a comforting experience for the pet.

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Multiple Choice

What does "AMA" stand for?

1

Able Mobility Assistance

2

Ask Me Anything

3

Against Medical Advice

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Multiple Choice

Why should a team member review an invoice before a client pays?

1

To answer their questions and ensure the client pays more than necessary.

2

To increase the total amount billed to the client and get them out the door quicker.

3

To ensure accuracy and increase sense of value.

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Multiple Choice

True or False?
If someone cannot pay their bill, the hospital will not release their pet.

1

True. The hospital will always keep the pet until the bill is paid.

2

False. It is illegal to hold someone else's property (in this case, a pet) hostage.

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Multiple Choice

What should Lori have done in this situation?

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Immediately suggested Mr. DeWitt to pay at a later time.

2

Brought Mr. DeWitt into a private room to discuss the declined credit card.

3

Removed items from the bill to allow him to pay with whatever cash he had.

4

Called the credit card company herself to have this discussion.

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Multiple Choice

Review Question #1

Which of the following is a proper phone introduction?

1

"Hello, this is Brooke, how can I help you?"

2

"Good afternoon. This is ABC Vet Clinic. How may I help you?"

3

"ABC Vet Clinic, can I help you?"

4

"Good evening, ABC Vet Clinic, this is Brooke. How may I help you?"

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