Agenda for the day:

Management Sessions: 9 a.m. to Noon

9:00 to 9:50 a.m. Survival Tips When You’re Short-Staffed

Your hospital is short-staffed, and most of us don’t believe it will get better soon. A study found 35% of veterinarians and technicians will quit in the next 3 to 5 years, along with 27% of client service representatives. You need solutions to reduce job stress and increase productivity. What you’ll learn:

• Get 10 efficiency tips you can implement right now
• Ask, “Why do we do it this way?” to identify and eliminate duplicate tasks
• Streamline processes, cutting minutes that add up to hours
• Use technology to reduce time-sucking tasks
• Set blocks of time to efficiently complete administrative duties

10:00 to 10:50 a.m. How to Drive In-Clinic Pharmacy Sales

Your team spends three hours a day processing prescription requests from third-party online pharmacies. The task robs revenue from your practice and puts stress on your overworked and short-staffed team. Up to 30% of hospital revenue comes from your pharmacy. Your staff needs to lead clients to buy medications from you. Find out how to do it.

• The #1 pharmacy mistake that costs you thousands
• Set up refill reminders for preventive compliance and recurring revenue
• Use instant rebates and online store offers to beat outside pharmacies’ prices
• Drive pharmacy income with a combination of in-clinic sales, curbside pickups, and online store

11:00 a.m. to 12:00 p.m. Overcoming the “I Can’t Afford It” Objection

Before conversations even start, 58% of veterinarians anticipate client objections to treatments. Why are we so terrified to talk about money? Every employee must talk to clients about money, from presenting treatment plans to explaining fees to phone shoppers. Get training on how to confidently talk about money (without feeling guilty). What you’ll learn:

• How to explain diagnoses and treatments that increase client understanding
• Project confidence through your body language and teaching tools
• Scripts to talk about the cost of care
• How to ask for signed consents for treatments and emergencies
• Ways to respond when clients can’t afford care

1:00 to 3:00 p.m: Client Service Representative Sessions: .

1:00 to 1:50 p.m. Everything You Need to Know About Scheduling

Your schedule is a hot mess. Doctors are double booked, clients can’t get appointments right away, and you’re turning away new clients. It’s causing you stress and costing you lost business. What you’ll learn:

• When to send reminders and what reminders and confirmations should say
• Scheduling guidelines for doctor and technician appointments
• Organize appointments for efficient exam flow
• How to see sick patients the same day

2:00 to 3:00 p.m. What to Say When Clients Challenge You

You’re short-staffed. You’re overbooked. Clients are jerks. Let’s save your sanity. Learn how to respond to these challenging clients:

• When clients turn into bullies and verbally abuse staff
• When clients arrive late for appointments and wreck your schedule
• When clients demand appointments, but your schedule is full
• When clients argue about drug-monitoring tests for medication refills

Meet your consultant:

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 consulting, and conferences. Wendy was a partner in an AAHA-accredited specialty and emergency practice for 5 years. She’s authored 6 books and a column for Veterinary Practice News magazine for 11 years. Wendy is a RACE CE provider. Learn about her online courses and community at CsvetsCourses.com.

Contact: Wendy S. Myers, CVJ, President, Communication Solutions for Veterinarians Inc., wmyers@csvets.com; CsvetsCourses.com; Facebook.com/csvets; YouTube.com/csvets

Courses are approved for 3 hours of RACE CE credit. CE certificates will be emailed post-event. Attendees will scan a QR code to download lecture notes.  Courses are approved for 2 hours of RACE CE credit. CE certificates will be emailed post-event.

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