- Enhance your team’s performance and capabilities
- Enjoy more opportunities to capture revenue and increase client and patient satisfaction
- Feel confident that your front desk staff members can handle varied situations effectively giving you the peace of mind to focus on other areas of your practice
- Use VRCE as an employee benefit and recruiting/retention tool
40 hours of training which includes:
- 32 self-paced e-learning courses
- Checklists, resource documents, and job aides to support translating the learning from courses to front desk behavior
- Workbook with activities speciﬁc to your practice
- Scripts to guide client interactions
- Instructors and a study group to reinforce the learning and answer questions
- Sign oﬀ sheets for the Student to demonstrate their new skills at the hospital level to their supervisor
- Students complete the program at their own pace within a 1-year timeframe
- Final exam
We know that revenue and reputation hits to the practice are signiﬁcant, but are rarely measured and therefore, they are often unknown.
New clients not captured, advising clients to “wait and see” vs booking an appointment, missed charges, poor practice impressions, and so much more impact your practice revenue, but short of listening in to every call or moving your desk to the front lobby, how do you know? There is also the issue and expense of front desk turnover. It seems impossible some times to achieve a well trained front desk staﬀ .
VRCE trains and tests each of these areas of ﬁnancial gain:
- Appointment Capture
- Inbound Call Conversion
- Conﬁrmation Calls
- No Shows
- MIA Clients
- Client Experience
- Charge Capture
- Conﬂict Resolution
- Pharmacy Accuracy
- Prevention of Employee Bites and Scratches
According to LinkedIn’s 2018 Workforce Learning Report, a whopping 93% of employees would stay at a company longer if it invested in their careers.
What Our Students Are Saying
It provided me with additional tools to help increase my productivity and effectiveness during my daily interactions with the clients and their pets as well as the medical staff. This program and its courses are effective, informative, empowering, and arm new and experienced CSR’s with the correct tools and habits to be an efficient, effective, and integral part of the veterinary team.Lipton Lutap, VRCERound Lake Beach, Illinois
The VRCE program has served as a great foundation for our old and new CSRs alike. It sparks conversation on how we handle each situation and sharpens the kind of skills we desire. The coursework is so intentionally put together. It’s not just busy work nor, daunting piles of homework. Our CSRs who were a bit intimidated have really enjoyed it! We are looking forward to where this course takes us!Ashleigh MarshallGreen Acres Pet Center, Twin Falls, ID
I have just completed my first semester of the Ignite Veterinary Receptionist Certification. It took me about 2 months to complete. I recommend working on the computer portion and workbook at the same time. Finish each course before moving onto the next. I worked on it as much as I could in between appointments. The one thing that helped me understand and put it all together was meeting with my practice manager when I was done. We went through and discussed all the assignments. This course was very helpful and I have been applying what I have learned.Lee Ann NobleSugar Creek Animal Hospital
My name is Ashley. I’ve been a CSR at my hospital for five years next March. I have two dogs, three cats, and as well as many other odd balls throughout my house. While I love my job, I found that I still struggle to connect with all of my clients. My social awkwardness was to blame. Only two weeks in, and I already feel like I am creating those bonds with my clients that I had difficulty before. I’m inspired.Ashley Bagaporo
This course is important to me because we have very difficult & stressful jobs & I want to have as many tools as possible. This job can take a lot out of you (especially at an emergency clinic like ours), so it's extra important to be mindful about the way you're doing your job, caring for others, & caring for yourself. I am still fairly new (just over 3 months), so I know there is still a lot I have to learn & can improve upon. I believe this course will help me to hone my skills & allow me to do my job with proficiency. I'm looking forward to it!Hannah C.
CSR is a new role for me, and I would like to learn how to do it well. I feel it is a greatly important position, which if performed properly, can help every team member and the clinic run smoothly. It can be challenging, and I'm looking for this class to alleviate some of the stress and confusion in the decisions that need to made every day.Lauree W.
The more knowledge I gain, the better equipped I will be in handling all kinds of scenarios. Along with that knowledge will also come more confidence in my responses to owners/clients when they have questions and I will gain better communication skills. Also, the other CSR's will hopefully see and hear this and I like to lead by example. This will hopefully encourage them to want to learn more as well. Any skills I can learn that help everyone in the hospital, from other CSR's to techs to doctors, will only make the employees and clients experience that much better!Jennifer D.
Hi. I am the office manager at our clinic for the last 4 years. This is my first Vet Med position and I fell into it! But I love the human/animal bond and the dynamics that it creates. My priority is our clients and making them feel valued, heard and that they can trust us. I am so estatic that they are finally offering this certificate and how valuable our positions are!Tylene E.
I want to give our clients and their pets the best version of myself. I’d like to take advantage of as many opportunities as possible such as this one to expand my knowledge, try new things, and become more confident in my role here at work.Ashley L.
Watch this quick 10 minute video for an overview of the VRCE program.
According to AAHA’s 2020 Compensation & Benefits survey, the average turnover rate for veterinary receptionists was 32.5%.*
Want more information or have questions about the VRCE program?
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