How to answer the phone in a veterinary clinic?

1) Lead the conversation immediately. Your greeting should be around 4 seconds. Say this, “ Welcome to <Your Veterinary Hospital>. This is <your name>. How may I help your pet today?” Replace the four words of “Thank you for calling…” with “welcome,” which invites callers into conversations.

How do you describe telephone skills?

Phone Skills: A Definition “Telephone skills are made up of 4 key aspects; communication skills, interpersonal skills, phone etiquette and call management skills .” So many people assume phone skills all just come down to manners. While that's definitely part of it, it doesn't give us the whole picture.

How do you answer the phone at a clinic?

Answer the telephone within three rings . Give the name of the practice and your name. Don't use shorthand (e.g., “Doctor's office.”). Allow callers to speak without interrupting them or placing them on hold.

What is a soft skill for a veterinarian?

Skilled vets also dedicate time to developing a crucial set of vet soft skills, which are often just as important as technical or clinical expertise. These vet soft skills, which can include communication, emotional intelligence, and self-care , are essential for building strong relationships with clients and your team.

Why do vets need good communication skills?

By communicating effectively, veterinarians will build trust with their clients and be better able to demonstrate empathy .

What qualities make a good vet?

7 Important Qualities That Every Veterinarian Should Have The ability to stay calm under pressure. ... The capacity to tolerate unpleasant situations. ... High physical and mental stamina. ... High emotional intelligence and empathy. ... Adaptability. ... Enthusiasm and positivity. ... Excellent communication skills to handle pet owners.

How should a medical receptionist answer the phone?

Tone of voice and clarity A caring, empathetic voice establishes human connection with your patients from the very beginning. Your medical receptionists should also speak slowly and clearly to avoid repeating themselves .

How do you nail a vet receptionist interview?

To prepare for a veterinary receptionist interview, first, understand the responsibilities of the role. Practice common interview questions related to customer service, organizational skills, and handling difficult situations . Research the clinic where you're interviewing and showcase your enthusiasm for the position.

What do you say when you make a vet appointment?

Either “I have *pets name*” if a regular at that clinic, or “I have a *age*, *breed/species* if not a regular at that clinic, or an emergency center. Either “Can I book an appointment” or “Should I book an appointment” or “Is there something I can try at home” or “When should I be worried?”

How do you ace a veterinary interview?

Here are five ways to prepare for a veterinary industry job interview. Research, research, research. ... Extend kindness to all you meet. ... Avoid negative talk about your current or previous employer. ... Reflect on past accomplishments. ... And remember, don't OVER-prepare. ... “So, tell me more about yourself.” More items...

Phone Skills Archives - CS Vets (2024)

By Wendy S. Myers, CVJ, President, Communication Solutions for Veterinarians

You call a client about her cat’s lab results and leave a detailed voicemail, explaining that you need to discuss the diagnosis and treatment. After two days with no response, you leave a second voicemail.

Even if clients have your hospital’s phone number saved in their contacts, research shows 67 percent don’t listen to voicemails.[1] I understand why. Clients can’t skim voicemails. They must listen to the entire message, call back, wait on hold, and leave a message because the veterinarian isn’t available.

Text is a better choice. Text dialogue can happen asynchronously. Both parties don’t have to be on their phones at the same time. Veterinarians and clients can reply when they’re available. Up to 80 percent of callers choose texting over voicemail.Millennials are the largest pet-owning segment and 60 percent prefer to communicate with businesses via text.[2],[3]

Let’s end your frustration with unreturned calls and phone tag. Turn your callbacks into “textbacks.” Texts rarely go unread or unanswered. Ditch the 10-minute task of calling and leaving a voicemail. Replace it with a 2-minute text. Create templates in your texting platform for these common responses:

TEXT AFTER DISCHARGE

After each hospitalized patient is discharged from surgery, dentistry, or treatment for an illness, your medical team follows up with clients. Set expectations for a textback during the discharge appointment.

TEXT AFTER SICK OUTPATIENT EXAMS

Let’s say you saw an urgent care patient for loose and watery stools. You determine the gastrointestinal upset was due to high-fat table scraps at the family barbeque, and radiographs confirm no bones were ingested. You prescribe medication and instruct the client to feed a bland diet for several days. The outpatient technician who assisted the veterinarian with the exam will be responsible for follow-up communication.

Text this: We are checking to see if <pet name> is feeling better. Feed a bland diet for X days. Is <pet name> having normal stools and a good appetite? Reply Y or N. Reply with questions.

TEXT PREVENTIVE LAB RESULTS

Share lab results for intestinal parasite screens that you send to your reference lab. I provided consulting and onsite training for a 10-doctor hospital where the medical team told clients “No news is good news” for intestinal parasite test results. Being busy isn’t a good excuse and may harm compliance for preventive diagnostics. Pet owners are paying to learn results. Clients will be more likely to accept screening in the future if they understand today’s results.

Text clients about negative results and reinforce timely dosing of preventatives. Call clients about positive results so you may discuss treatment and medication.

Text this: <Pet name>’s intestinal parasite screen was negative with no egg cells or parasites seen. Give <brand> each month for heartworm and intestinal parasite prevention. Click here to view lab results <link to patient portal on your website>. Reply with questions.

TEXT AS BACKUP TO VOICEMAILS

A client calls and tells your client service representative, “Someone from your hospital just called me. What do you need?” While you might find the answer in the electronic medical record, the staff member may not be available.

Whenever you leave a voicemail, send a backup text to lead the client to listen and promptly call back. Your text should include the best time to return the call based on the staff member’s availability.

Text this: “Dr. <Name> left you a voicemail about <pet name>’s lab test. Please listen, and then call 555-555-5555 to discuss the diagnosis and treatment. Dr. <Name> will be available between 2:00 and 2:20 p.m.”

Veterinarians need administrative time blocked in their schedules to review lab results, update medical records, approve prescriptions, and call/text/email clients and vendors. Learn how to add doctor-client communication blocks so veterinarians can batch tasks. Read my blog on Overwhelmed With Callbacks and Emails?

Clients will get cranky if they leave multiple messages without returned calls. Watch my 2-minute video on “I need to talk to the doctor now!”Find outwhat to say when a client demands to talk with the veterinarian, but he isn’t available.

Have a doctor and technician list the top callback scenarios at your hospital. Identify which callbacks could be converted to textbacks, which will improve your team’s productivity and increase response rates from clients. Write templates for your texting platform to save time and have consistent messaging from your hospital.

WANT TO LEARN MORE?

Enroll your team in the 1-hour course: Technology Tools Every Practice Needs.

About the Author: Best known as the “Queen of Scripts,” Wendy S. Myers, CVJ, has taught communication and client service skills for more than two decades. As founder of Communication Solutions for Veterinarians, she teaches practical skills through online courses, onsite coaching, and conferences. Wendy was a partner in a specialty and emergency practice. Visit YouTube.com/csvets and Csvets.com for more.

References:

[1] 22 Business Phone Statistics. Numa. Available at: https://www.numa.com/blog/22-business-phone-statistics. Accessed Aug. 11, 2022.

[2] Share of Pet Ownership in the United States in 2021-2022 by Generation. Statista. Available at: https://www.statista.com/statistics/1130651/pet-ownership-by-generation-us/. Accessed Aug. 11, 2022.

[3] Svyrydenko A. Why Millennials Love Texting. TextMagic. Available at: https://www.textmagic.com/blog/why-millenials-love-texting-infographic/. Accessed Aug. 11, 2022.