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Week Two

Monday, May 6th:

Today I did more confirmation calls which I am definitely getting really comfortable doing. Nikki has been fighting the urge to answer the phone so I can get practice at answering the phone. The biggest thing she notices is that I need to reduce the dead air while making appointments. So I am trying to ask questions while I look at the calendar. I still need to work on asking the right questions while checking clients in. I appreciate the constructive feedback Nikki gives me. 

Tuesday, May 7th:

With all three of us on the front desk, Nikki sat between me and Marissa and observed me. She looked over what I was writing in files because we are working on making my notes more point form. I was responsible for counting the deposit and doing up the form today. I then counted up the float to make sure it was right. 

Thursday, May 9th:

Thursday was a day where I really got to do a fair bit. I did all of the confirmation calls in the morning. I pulled some files so the owners can be called later in the week. I answered a lot of questions on the phone and booked/cancelled/moved appointments. A couple brought their hedgehog in to discuss euthanasia and decided to do it on Monday but to make Monday easier they preordered their urn so I watched that process. Nikki is out sick and Marissa (they are the two receptionists here) had to go to the ER so I have been asking the vet techs most questions I have. I have gotten really comfortable with the checking out and payment process. Everyone was super thankful that I stepped up with the two receptionists being out for the day. I ended up staying late but they needed me so I didn’t mind at all.

Friday, May 10th:

This morning was very busy as Nikki and Marrissa caught up on their tasks that they couldn't do yesterday. Nikki is leaving after lunch as she is still not feeling great. I spent the morning filing so they could focus on catching up but in the afternoon I took quite a few phone calls to make sure Marrissa could work on her files she was going through. Marrissa made sure to let me help her process files as she would give me a couple to look through to determine what she was calling the client about. This activity let me practice identifying things in the paper files. I finished off the day by helping put Gary (the office dove) to bed.

Saturday, May 11th:

Marrissa and I were on the front desk today and it was a pretty steady day. We had two doctors in so we had plenty of appointments.  The phone was ringing for most of the day so that gave me an opportunity to see just how busy the phone can get. One of my first calls of the day was an unhappy client so took the message and let her know I would pass the message on to one of the Doctors. She was really thankful for me helping her out. The Doctor who spoke to her let me know the client seemed to be feeling better about the situation as it involved an interaction she had the other day.  We had a father and son call us multiple times back to back trying to get in despite our full schedule. We gave both of the numbers to emergency clinics. Eventually, the Doctor agreed to see them over their lunch although the client ended up cancelling later. In the afternoon Marrissa showed me how to label the paper files and I did that for the last bit of the day.

In the break room at lunch.





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