Wendy S. Myers, CVJ, has been sharing her expertise in client service and communication skills with teams for 21 years as owner of Communication Solutions for Veterinarians. She teaches teams to become confident communicators, so more pet owners say yes to medical care and practices grow revenue. Wendy shares her knowledge through conferences, online courses, and monthly live webinars. She is a certified veterinary journalist and author of five books. For five years, Wendy was a partner in an AAHA-accredited specialty and emergency hospital, which was sold to a corporate group. Her passion is to help practices like yours thrive and grow through effective communication skills.

Meeting Agenda and Topics

Wednesday, Feb. 17, 2021

Each course is approved for 1 hour of RACE CE credit.

Agenda:

9:00 to 10:00 a.m. Cut Curbside Care Time in Half

10:00 to 10:10 a.m. Break

10:10 to 11:10 a.m. End the Phone Frenzy

11:10 to 11:20 a.m. Break

11:20 a.m. to 12:20 p.m. Use Technicians as Physician Assistants and Multiply Your Revenue

12:20 to 12:30 p.m. Break

12:30 to 1:30 p.m. Control the Chaos: Ways CSRs Can Work Smarter

Agenda with course descriptions:

9:00 to 10:00 a.m. Cut Curbside Care Time in Half

Appointments can take two to three times longer to complete during curbside care. Your team needs strategies to work efficiently in delivering patient care. Get advice on:

  • Set expectations before clients arrive with appointment confirmations that detail curbside instructions

  • Use texting for curbside check-ins and save time with response templates

  • Minimize staff movements with defined roles so they’re not constantly running around (especially during winter)

  • Save time taking histories, doing exams, and discussing findings with video chat (watch a video of how it happens)

  • Go digital with forms, emailing handouts, consents, and treatment plans and capturing digital signatures

  • Collect payment with text- and email-to-pay solutions

10:10 to 11:10 a.m. End the Phone Frenzy

Call volume has more than doubled at practices during the pandemic. Many hospitals are getting 800 or more calls per day, and client service representatives can’t keep up. Curbside arrivals, medications pickups, appointment scheduling, and a tidal wave of new clients have contributed to the phone frenzy. Learn strategies to cut call volume:

  • Manage multiple lines using proper techniques to place callers on hold

  • Discover which calls you can shift to texts, emails, and online or app tools

  • Get new ways to answer the phone, including remote access that lets employees work from home and setting up a phone room or cubby

11:20 a.m. to 12:20 p.m. Use Technicians as Physician Assistants and Multiply Your Revenue

Despite signing bonuses, student-loan payoff assistance, shortened workweeks, and enticing salaries, private and corporate practice owners are grappling to hire associate veterinarians. Just as physician assistants are fulfilling the gap in human healthcare, veterinarians should consider the same strategy. A survey found for every credentialed technician that a practice employed, the hospital generated $161,493 more in gross revenue. Learn how to leverage technicians and assistants to work at the top of their licenses and skillsets:

  • Identify the type of appointments technicians and assistants will see

  • Understand your state practice act guidelines on which duties staff may perform

  • How to charge for technician appointments and show value to clients

  • Create scheduling guidelines for nurse appointments (includes guidelines to get you started)

  • What hours to offer nurse appointments and how to set staff schedules

12:30 to 1:30 p.m. Control the Chaos: Ways CSRs Can Work Smarter

Octopus arms are flying as your client care team answers calls, checks email, collects payments, manages prescription refill requests, talks with phone shoppers, and much, much more. It’s exhausting. There’s an easier way. Let’s lower your stress and get the work done smarter. What you’ll learn:

  • Best approaches to manage clinic emails, texts, and voicemail

  • S

  • Use technology to end heavy call volume

  • Get administrative tasks done on time with calendar tools

  • Embrace daily team checklists to avoid missing important tasks

  • Stop the morning madness of drop-offs

Veterinary Management Council of Connecticut

Beaver Brook Aniamal Hospital

434 Silas Deane Highway

Wethersfield, CT 06109

vmcc.ct@gmail.com

Next VMCC Meeting!!
Due to the Covid-19 Pandemic we have decided to cancel all of the 2020 scheduled meetings. Memberships that were paid for 2020 will automatically be applied to 2021.

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