The purpose of this course is to prepare an individual to manage and attend to the administrative, bookkeeping, and reception duties in a veterinary office.  Concepts include medical record filing, appointment setting, record-keeping, bookkeeping and billing, and office etiquette. 

Course Outline:

Lesson 1: Introduction to Veterinary Practice

When you complete this lesson, you should be able to:

• Identify and describe the roles and duties of various staff members within a veterinary practice and the professional organizations associated with them
• Describe different types of veterinary care settings
• Explain what cross-training is and how it can benefit both the individual and the practice
• Explain the purpose and importance of an office procedures manual and a personnel manual

Lesson 2: Care and Maintenance of the Veterinary Practice Facility

When you complete this chapter, you should be able to:

• Explain the importance of maintaining a clean, safe, and organized veterinary facility, and describe what steps must be taken to do so
• Explain what you should do when you find that a piece of equipment or some aspect of the facility needs to be repaired
• Identify common safety hazards
• Identify common sources of accidental injuries and what you can do to protect yourself
• Explain general techniques for avoiding infection and the spread of disease among humans and animals in the practice
• Explain what OSHA is and describe some of the general guidelines that must be followed in the practice

Lesson 3: Front Office and Receptionist Duties

When you complete this chapter, you should be able to:

• Identify the types of records found in a veterinary practice, including laboratory reports, radiographs, medical records, vaccination certificates, and controlled substances
• Describe the purpose of the various logs found within a veterinary practice, and who is responsible for maintaining the logs
• Describe how to admit and discharge patients, take patient histories, maintain records, and prepare appropriate release forms and certificates for signature
• Describe basic concepts of records retrieval and protection of medical and business records
• Identify basic fi ling systems and fi ling equipment
• Explain how to screen and process mail efficiently

Lesson 4: Computers

When you complete this chapter, you should be able to:

• Identify the basic components of a computer and explain the function of each
• Explain what software is and give examples of the type of computer program most often used in a veterinary office
• Describe different types of computer networks and how they are used
• Describe common features of veterinary practice Web sites and how they can benefit and improve aspects of practice management

Lesson 5: Interpersonal Communication

When you complete this chapter, you should be able to:

• Describe the communication process and list the basic elements of communication
• List and explain five personality traits that are essential for interpersonal relations in the veterinary office
• Distinguish between appropriate and inappropriate professional interactions with clients
• Recognize prejudice, insensitivity, or discrimination in interpersonal relations
• List and describe at least five barriers to effective communication
• List three ways you can improve your speech

Lesson 6: Interacting with Clients

When you complete this chapter, you should be able to:

• Describe a professional telephone personality and demonstrate how to handle the types of calls received in an animal hospital
• Describe how to use an appointment book and the computer to efficiently schedule a veterinarian’s workday
• Explain how interpersonal skills apply to client and patient reception
• Explain what euthanasia is and when it is performed
• Identify common client reservations and concerns about euthanasia
• Describe client and staff reactions to pet loss
• Identify stages and strategies for dealing with grief

Lesson 7: Stress

When you complete this chapter, you should be able to:

• Outline the causes of stress and the psychological defense mechanisms used to cope with stress
• List five positive ways to cope with stress
• Explain how time management can reduce stress
• List five time management tools

Lesson 8: Ethics

When you complete this chapter, you should be able to:

• Identify the rules of ethical conduct for veterinarians and members of the veterinary staff
• Explain the types of behaviors and practices that are not allowed in the practice of veterinary medicine
• Explain when the veterinarian–client–patient relationship begins, the responsibilities of those involved in it, and how it can be dissolved

Lesson 9: Fee Collection, Billing, and Payroll

When you complete this chapter, you should be able to:

• Explain how veterinarians’ fees and fee profiles are derived
• Recognize the different circumstances when credit should or should not be extended
• Describe the rules and guidelines for extending credit on accounts receivable
• Distinguish between legitimate and unadvisable reasons for adjusting or canceling a fee
• Prepare billing statements and appropriately worded collection letters

All necessary materials are included.