RECEPTIONIST TEAM LEADER
PHASED TRAINING PROGRAM
A Note to the New Receptionist Team Leader:
We want to extend you a warm welcome to our hospital as a valued member of our Health Care Team. As the
Receptionist Team Leader, you will help to ensure that our hospital runs smoothly, our clients’ needs are met,
your department is adequately staffed and trained and, most importantly, that our patients receive the very
best medical care we can offer. Our health care team members are the direct representatives of our hospital to
clients and the public and managing these individuals will comprise 40% to 60% of your major duties.
We have developed this training program to ensure that you receive the knowledge and training you need to
make a successful transition into your new position. Throughout this training program, we have identified key
skill areas that will be critical to your success as a team leader and team member. These skill areas for the Team
Leader are described and are as follows:
 Team building skills
 Veterinary knowledge
 Meeting management
 Attitude/teamwork
 Team training

Organization/time management
 Client communication
How well you perform in the key skill areas shown above will be reviewed later when we conduct your threemonth and annual performance evaluations. Therefore, it is important that you understand what is expected of
you in these areas and that you are an active participant in your own training. If there is something you do not
understand or if you feel you are not being adequately trained in an area, discuss this with your trainer or with
management.
Again, welcome to our hospital. We look forward to working with you in the months and years to come.
Practice Owner
Phased Training – Receptionist Team Leader
Q1 – 2013 / VMC, Inc.
Page 1 of 15
Practice Name
www.vmc-inc.com
RECEPTIONIST TEAM LEADER PHASED TRAINING PROGRAM
Employee (Trainee) Name
Hire Date
Purpose: The purpose of this program is to introduce the Receptionist Team Leader to the practice and bring them into the
hospital’s philosophy of care and service. Through this program, the new Receptionist Team Leader will become familiar
with the day-to-day operations, management, and standards of care within our hospital
Although a probable duration is stated for each phase of training, these are meant only as a guide and neither the trainer
nor the trainee should sign off on a phase until they feel that they fully understand and are comfortable performing all the
job tasks listed.
Phase I - Welcome to Our Practice!
Phase I Duration: Two Days
Skill/
Knowledge
Parking
Personal Storage
Hospital
Orientation and
Tour
Trainer
Date
Training
Completed
Description
Trainer’s
Initials
Show employee parking area.
Provide employee with personal storage space. Discuss
protection of personal property at work
Orientation - Provide a detailed hospital tour which points
out emergency exits, eye wash station, employee
restrooms and employee break room.
Identify the exam rooms, kennel, surgery/treatment area,
pharmacy, radiology, etc. and what each area is used for.
Introductions
Required Forms
Introduce employee to doctors and other healthcare
team members. Identify trainee’s immediate supervisor.
Complete Required Forms
 W-2 form
 I-9 form
 Verify Social Security card & driver’s license as
required by I-9
 Complete all required new-hire forms
 Other
____________________________________
(Note: All forms are to be kept in confidential personnel
file, under lock and key. All current I-9 forms should be
kept in a separate file under lock and key).
Notebook
Organizational
Management
Give employee an empty notebook for training notes
Meeting with Practice Manager to outline expectations
and goals for next 30, 60 and 90 days
Phased Training – Receptionist Team Leader
Q1 – 2013 / VMC, Inc.
Page 2 of 15
Practice Name
www.vmc-inc.com
Skill/
Knowledge
Time clock and
Employee
Schedules
Personal
Conduct
Trainer
Description
Trainer’s
Initials
Demonstrate operation of time clock. Explain procedure
for clocking in/out.
 Discuss timeliness and attendance expectations
 Lunch and breaks
 Show employee the proper protocol for
submitting a request for days off form and how
work schedules are presented and posted
Verbally review the hospital’s policies concerning:
 Attendance
 Calling in, personal calls, cell phone policy
 Smoking
Assure that team leader understands the philosophy of
the owner and management in regard to these issues.


Job Description
Date
Training
Completed



Present employee with Receptionist Team
Leader job description.
Review general expectations for the position, as
well as protocol for annual review.
Present employee with a blank performance
evaluation form
Review the hospital’s management structure (i.e.
hierarchy of authority)
Review the Receptionist Team Leader duties
Present employee with hospital procedures manual.
Hospital
Procedures
Manual
Benefits
Phased Training
Program
Make sure the At-Will Employment
acknowledgement and acknowledgement that
manual has been reviewed and read forms are
signed by the employee and placed in their
personnel file.
Review benefits and effective dates.
Present employee with a copy of the phased training
program. Explain protocol (trainee to sign off on each
phase, if trainee has questions--ask, etc.).
Conduct OSHA training. Explain OSHA standards, MSDS
sheets, etc.
 Give employee handout regarding safety
 Complete OSHA test
OSHA Training


Uniforms
Computer
Inform team member what they are to do if
an OSHA officer shows up and ask for a tour
of the practice.
Make sure they know the practice OSHA
safety officer’s/coordinator’s name
Present team member with a uniform. Review hospital
dress standards.
Review computer and review key functions of veterinary
database
Phased Training – Receptionist Team Leader
Q1 – 2013 / VMC, Inc.
Page 3 of 15
Practice Name
www.vmc-inc.com
Skill/
Knowledge
Trainer
Records & Filing
Observation
Date
Training
Completed
Description
Trainer’s
Initials
Our Filing/Computer System
Learn about filing system. Show how to look up client
number from card file and computer system.
 Electronic file find
 Records are filed by ________
 Location of active/inactive files,
 Organization of file contents, and
 Multiple pets in single client file. [if applicable]


Sit at the front desk and observe an experienced
receptionist at work (at least three hours).
Make a list of standard procedures
Observation
Shadow exam room technicians, surgery technicians and
doctors for a total of 8 hours.
Summary
Review what has been learned during this phase of the
training program. Does the trainee have any questions
about what he/she has learned? Does he/she feel that
further training is needed on these areas? Trainee to sign
off on Phase I.
Phase I of Training Complete
My signature below signifies that I have completed Phase I of the Receptionist Team Leader Phased Training Program. I
believe that I fully understand the concepts covered and I am comfortable in my knowledge and ability to perform the
procedures introduced in Phase I.
Employee (Trainee)
Phased Training – Receptionist Team Leader
Q1 – 2013 / VMC, Inc.
Date
Page 4 of 15
Practice Name
www.vmc-inc.com
Phase II: Receiving Appointments, Scheduling, Maintenance, Basic Telephone and Computer Skills
Phase II Duration: One - Two Weeks
Skill/
Knowledge
Veterinary
Knowledge
Trainer
Date
Training Trainer’s
Completed Initials
Description
Reference Materials
 Present Trainee with the Common Medical Terminology
Abbreviation handout.
 Receptionist handbook
 Hospital policy manual
 Other reference materials
 Other client education materials
Review:
Review Materials


Telephone Skills
Veterinary
Software
Above presented materials with trainee
Other ___________
Equipment
Show how to use the multi-line phone system to: 1) pick up
incoming calls, 2) make calls, 3) place a call on hold, 4) transfer
calls, 5) page someone in the practice and 6) make new messages
for when the practice has special closings (eg, team meetings,
holiday closings, etc)
Complete veterinary software training module(s)
Basic Schedule
Management
Basic Scheduling
 Learn what types of appointments are scheduled surgery, office visits, boarding, drop-offs, follow-up
visits, and new client/pet visits and how appointments
are to be scheduled for each type.
 Refer to list of 10, 20, and 30 minute appointment types.
 Learn about keeping E slots open for emergencies and
catch-up times.
Computerized
Appointment
Schedule
Management
Computerized Appointment System
 Demonstrate the computerized appointment scheduling
system.
 Show how to: 1) view appointments, 2) enter/edit
appointments, and 3) print off a list of the day’s
appointments.
Phased Training – Receptionist Team Leader
Q1 – 2013 / VMC, Inc.
Page 5 of 15
Practice Name
www.vmc-inc.com
Skill/
Knowledge
Patient Admitting
Hospitality
Trainer
Date
Training Trainer’s
Completed Initials
Description
Prepare for Admitting
Show how to prepare to appointments.
 Pull client files for appointments and put in order of
appointment
 Review patient records to see if the patient has
reminders and is current on preventative procedures
 Complete and attach pre-exam checklist to the file,
indicating any procedures due
 Prepare and attach a travel sheet
 For surgical appointments, prepare and attach a preanesthetic surgical consent form
 For drop-offs, prepare and attach a drop-off form
 Attach a blank report card
Greeting Clients
Demonstrate how to greet clients as they arrive:
 Review list of day’s appointments to see who will be
coming in,
 Greet clients and pets as soon as they walk in,
 Personalize what you say - use clients’ and pets’ names,
 Show clients courtesy and hospitality (ask them to be
seated, let them know that magazines and coffee are
available, etc),
 Show clients that we respect and value their time, as
well, by keeping them informed as to the anticipated
wait time, etc.
 Plan on attending VMC’s It’s What’s Up Front and More
seminar within 12 months of starting new position.
Patient Admitting
- Receiving
Clients and
Patients
Receiving Clients and Patients
Show how to receive appointments.
 Have new clients fill out new client form. Make sure the
client fills in completely.
o Make sure that you get vaccination history and
how the client was referred.
o Make a new client file and enter in the
computer.
o Be sure to enter the source of referral.
 Inform the client of any preventative procedures due
and hand them pre-exam checklist to review. A tech or
doctor will discuss with them further.
 Review with the client the reason for the appointment.
o On the travel sheet, circle any procedures to be
rendered, including preventative procedures
due.
o Also note any other information the doctors
and techs should know such as symptoms,
client concerns, etc.
 Page an assistant or tech to show the client and patient
into the exam room.
Phased Training – Receptionist Team Leader
Q1 – 2013 / VMC, Inc.
Page 6 of 15
Practice Name
www.vmc-inc.com
Patient Admitting
- Receiving
Surgical/Drop-off
Appointments
Receiving Surgical/Drop-off Appointments
Instruct the trainee on admitting surgical and drop-off patients.
 All pets must be current on their vaccinations at the time
of admittance.
 Verify phone numbers where the client may be reached.
 Verify the patient is coming in on an empty stomach.
 On patients under the age of ___, we recommend a preanesthetic laboratory workup.
 On patients over the age of ___, pre-anesthetic lab work
is required.
 Clients must sign the drop-off form or surgical consent
form before leaving their pet for treatment.
 Page a tech or assistant to come up front.
 Call the client to give status report and schedule
discharge when the pet is in recovery.
 When appropriate, inform the client of our visiting
hours.
Computer
Knowledge
Computer - Basic Knowledge
 Show how to log on and off the system using a
password.
 Show how to pull up client and patient records.
 Show how to enter new client/patient information into
the computer
Computer
Knowledge
Entering New Client/Patient Records
Show how to enter new client/patient information into the
computer.
Client
Communication
Contacting Surgical/Drop-off Clients
Learn how to contact clients to set up a 5-minute discharge
appointment to pick up their pet.
Client
Communication
No Show Appointments
Contact clients who were “no shows” to schedule a new
appointment.
Client
Communication
Confirm Appointments
 Show how to call clients to confirm the next day’s
appointments.
 On surgical appointments, remind client of pre-surgical
instructions.
Phased Training – Receptionist Team Leader
Q1 – 2013 / VMC, Inc.
Page 7 of 15
Practice Name
www.vmc-inc.com
Skill/
Knowledge
Trainer
End of Life
Appointments
Physical Plant
Maintenance
Date
Training Trainer’s
Completed Initials
Description
Explain how end of life appointments are scheduled and
how greeter should anticipate and prepare for these types
of appointments.
Keeping Our Practice Neat and Clean
 Go over cleaning protocol for front desk, reception area,
children’s area, and hallway, maintaining the client
refreshment area with fresh coffee and supplies, etc.
 Contact kennel manager for “accidents.”
Explain procedure for controlling odors. Discuss danger in using
Controlling Odors
Noise Pollution
bleach and that bleach should NEVER be mixed with
ammonia.
Explain procedure for minimizing noise pollution. (e.g. barking
dogs are escorted to a private area or an exam room) Explain
proper use of ear plugs.
Conclusion of
Phase II
Review of Phase II of training program. Trainee is asked if he or
she has any questions or needs further training on any part of
Phase II. Trainee signs off on Phase II.
Trainee Comments - Phase II
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training
systems and ensure that adequate training is provided to you. Your comments will be read by the management of the
practice and kept in your confidential employee file.
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
Phase II of Training Complete
My signature below signifies that I have completed Phase II of the Receptionist Team Leader Phased Training Program. I
believe that I fully understand the concepts covered and I am comfortable in my knowledge and ability to perform the
procedures introduced in Phase II.
Employee (Trainee)
Phased Training – Receptionist Team Leader
Q1 – 2013 / VMC, Inc.
Date
Page 8 of 15
Practice Name
www.vmc-inc.com
Phase III: Client Receipting, Discharging Patients, Cash Handling, Answering the Phone, Marketing of Products and
Services
Phase III Duration: One - Two Weeks
Skill/
Knowledge
Trainer
Date
Training
Completed
Description
Telephone Skills
Basic Telephone Etiquette
Ensure that New Practice Manager knows the proper
procedures for handling:
 Incoming calls:
 Placing callers on hold
 Transferring calls
 Taking messages
Client
Communication
Handling Client Calls
Learn our protocol for handling different types of client
calls using the Receptionist Answer Box as a reference tool.
Trainer should review with the Trainee the protocol for
handling the following types of calls:






Trainer’s
Initials
General Queries and Telephone Shoppers
Scheduling Appointments
Routine Medical Questions (preventative care, etc)
Other Medical Questions
Emergency Phone Calls
Requests for Prescription Refills
Practice Taking Telephone Calls
Trainer to monitor as the employee takes phone calls.
Marketing
Products and Services
 Learn about the products and services we offer
and how to educate clients about them.
 Discuss capturing phone shoppers
 Client educational materials
 Feed and products sold through the retail
area/point of purchase display
 New patient care kits for puppies, kittens, adult
and senior dogs and cats
 Explain passive marketing
Cash Handling
Processing Payments
 Show the proper procedure for receiving cash and
processing check and credit card payments.
Cash Handling
Accounts Receivable
Learn the hospital’s credit and collection policies and how
to handle credit transactions.
 Recognizing clients’ credit status and when credit
is permitted.
 Processing accounts receivable charges.
 Processing accounts receivable payments.
Phased Training – Receptionist Team Leader
Q1 – 2013 / VMC, Inc.
Page 9 of 15
Practice Name
www.vmc-inc.com
Skill/
Knowledge
Trainer
Date
Training
Completed
Description
Discharging
Patients
Invoicing Out-patient Visits
Show how to receipt out a client for an out-patient visit.
 Review the travel sheet. All services rendered
should be highlighted.
 Make sure that any dispensed medications have
been given to the client.
 If a recheck appointment is needed, schedule it at
this time.
 Make sure there are future reminders set up for
the patient in the computer. If not, obtain
preventative history from medical record or from
client and enter into the computer.
 Check for previous balances.
 Go to the invoicing screen. Enter all information
and service codes highlighted on the travel sheet.
o When finished, count the number of
service codes entered to make sure it
matches the number written in the
corner of the travel sheet.
 Verbally review with the client the services that
were rendered.
 Ask the client if there will be anything else today.
 Print the invoice.
o This itemization should be done referring
to the computer screen, before handing
the client the bill.
 Present the invoice to the client and accept
payment.
 If any problems or disputes arise, refer to
supervisor or practice manager.
Discharging
Patients
Releasing Surgical and Hospitalized Patients
Show how to discharge and invoice out surgical and
hospitalized patients.
 After invoice the client, page an assistant to show
the client to an exam room for a discharge
consultation. The veterinarian or technician will
review all necessary information, instructions and
medications in the exam room.
Conclusion of
Phase III
Trainer’s
Initials
Review of Phase III of training program. Trainee is asked if
he or she has any questions or needs further training on
any part of Phase III. Trainee signs off on Phase III.
Phased Training – Receptionist Team Leader
Q1 – 2013 / VMC, Inc.
Page 10 of 15
Practice Name
www.vmc-inc.com
Trainee Comments - Phase III
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training
systems and ensure that adequate training is provided to you. Your comments will be read by the management of the
practice and kept in your confidential employee file.
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
Phase III of Training Complete
My signature below signifies that I have completed Phase III of the Receptionist Team Leader Phased Training Program. I
believe that I fully understand the concepts covered and I am comfortable in my knowledge and ability to perform the
procedures introduced in Phase III.
Employee (Trainee)
Phased Training – Receptionist Team Leader
Q1 – 2013 / VMC, Inc.
Date
Page 11 of 15
Practice Name
www.vmc-inc.com
Phase IV: Opening and Closing, End-of-Day Cash Procedures, Computer Back-ups, Client Reminders and Letters, Team
scheduling
Phase IV Duration: One - Two Weeks
Skill/
Knowledge
Trainer
Date
Training
Completed
Description
Open the
Practice
Demonstrate the procedure for opening the hospital
Close the
Practice
Demonstrate the procedure for closing the hospital
DEA
Educate team member on DEA guidelines for controlled
substances
Office Supplies
Review office supply budget
 Review list of vendors, costs,
 Review supplies and form, costs
 Learn reorder system
Cash Handling
End-of-Day Reconciliation
Show how to reconcile cash drawer and end-of-day cash
procedure.
 At end of day, count the cash drawer (cash, checks,
and credit card receipts) back to its base amount
of $___.
 Compare the total to the total shown on the endof-day computer printout.
 Prepare a bank deposit slip.
 Reconcile and document discrepancies based on
hospital cash handling policies
 Give the bank deposit and end-of-day reports to
the practice manager or owner-doctor.
Team
Scheduling
Computer
Backup
Trainer’s
Initials
Demonstrate how to create a team schedule
 Align schedule with doctor, team, surgery and
outpatient needs
 Monitor overtime and payroll costs
Backing Up the Computer System
Show how to back up the computer system.
 Follow instruction sheet.
 Tapes and disks are located in the __________.
 Back-ups should be done daily between ___ and
___ p.m. An additional, separate back-up will be
done once a month.
 Make sure that all terminals are backed out to the
log-in screen before beginning backup.
 Back-up tapes are stored off site for security at
________.
Phased Training – Receptionist Team Leader
Q1 – 2013 / VMC, Inc.
Page 12 of 15
Practice Name
www.vmc-inc.com
Skill/
Knowledge
Trainer
Date
Training
Completed
Description
Computer
Reminders
Printing Reminders
Show how to print and send out reminder cards and letters
from the computer. Reminders are sent to clients on the
___ & ___ of each month.
Computer New
Client/
Referral
Thank You
Printing Out New Client/Referral Thank You Letters
Show how to print and send thank you letters from the
computer. Printed letters should be given to the ownerdoctor or practice manager for signature. Post and send out
when returned.
Client
Questionnaire
Records & Filing
Conclusion of
Phase IV
Trainer’s
Initials
Client Questionnaires
Prepare and send out client questionnaires. Review and
summarize responses to questionnaires received.
File Maintenance
Show procedure for purging inactive client files.
Review of Phase IV of training program. Trainee is asked if
he or she has any questions or needs further training on
any part of Phase IV. Trainee signs off on Phase IV.
Trainee Comments - Phase IV
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training
systems and ensure that adequate training is provided to you. Your comments will be read by the management of the
practice and kept in your confidential employee file.
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
Phase IV of Training Complete
My signature below signifies that I have completed Phase IV of the Receptionist Team Leader Phased Training Program. I
believe that I fully understand the concepts covered and I am comfortable in my knowledge and ability to perform the
procedures introduced in Phase IV.
Employee (Trainee)
Phased Training – Receptionist Team Leader
Q1 – 2013 / VMC, Inc.
Date
Page 13 of 15
Practice Name
www.vmc-inc.com
Phase V: Human Resources and Personnel Management
Phase V Duration: One – Two Weeks
Skill/
Knowledge
Team Meetings
Disciplinary
Action
Training and
Evaluation of
Team Members
Additional
Responsibilities
Trainer
Date
Training
Completed
Description
Conduct a Team Meeting
Review guidelines and expectations when conducting
departmental meetings
 Show how to prepare a meeting agenda.
 Show process for reviewing agenda with Practice
Manager (must be done prior to all meetings)
 Determine day in which monthly meetings will be
scheduled (e.g. 1st Thursday of each month)
 Show how to prepare memo or notice announcing
meeting at least 30 days in advance
 Show how to conduct team meetings
 Provide guidelines to for posting notices on the
door for clients, transferring calls or assigning who
will answer calls during the meeting
 Show how to prepare meeting minutes.
 Show how to distribute meeting minutes
Documenting Disciplinary Actions
 Show how to fill out, distribute, and file
disciplinary action forms
 Discuss progressive discipline process
Team Member Training and Evaluation Process
 Review training process for direct reports
 Obtain and review position evaluation forms for
team members who are direct reports
 Show understanding of evaluation process
Review additional responsibilities
Goals and
Objectives
Establish Goals and Objectives for next 30-60 days
 Schedule meeting with Practice Manager to review
goals and objects
 Identify opportunities for improvement
Continuing
Education
It is recommended that all team leaders read the 1st twelve
chapters of Mark Opperman’s book, The Art of Veterinary
Practice Management.
Conclusion of
Phase V
Trainer’s
Initials
Review of Phase V of training program. Trainee is asked if
he or she has any questions or needs further training on
any part of Phase IV. Trainee signs off on Phase V.
Phased Training – Receptionist Team Leader
Q1 – 2013 / VMC, Inc.
Page 14 of 15
Practice Name
www.vmc-inc.com
Trainee Comments - Phase V
Use this area for any comments you have concerning this phase of your training. This will help us to improve our training
systems and ensure that adequate training is provided to you. Your comments will be read by the management of the
practice and kept in your confidential employee file.
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
Phase V of Training Complete
My signature below signifies that I have completed Phase V of the Receptionist Team Leader Phased Training Program. I
believe that I fully understand the concepts covered and I am comfortable in my knowledge and ability to perform the
procedures introduced in Phase V.
Employee (Trainee)
Phased Training – Receptionist Team Leader
Q1 – 2013 / VMC, Inc.
Date
Page 15 of 15
Practice Name
www.vmc-inc.com