Mrs. Smith is on the phone again. Someone from your practice left her a message. But who? She can't remember. Next time, use
the phone note function on your computer software, suggests Lori Flores, a receptionist and front office team leader at Olathe
Animal Hospital in Olathe, Kan.
For example, say the doctor notices a broken tooth during a dental procedure. He asks the technician to call Mrs. Smith for
permission to remove the broken tooth while the pet's under anesthesia. Mrs. Smith doesn't answer the phone, so the technician
leaves a message and makes a phone note in the computer using her management software. A time-date stamp in the software records
the time and date that the phone note was entered and the team member's initials.
"When the client calls back, the receptionist can check the client's record and see the phone note," Flores says. "This saves
you from the time-consuming task of checking with everyone to see if they left the message. It also helps when you simply
need to pass on some information. For example, 'It looks like the doctor called you to let you know Angel's lab results are
normal, so just keep giving her the same dose of her medications.'" A bonus: Your electronic medical records stay current
with every client interaction between appointments, from prescription refills to follow-up questions about home care.