Front Desk Processes

When a client comes in to the clinic to pick up their order you first need to know where to look. Depending on what the client is picking up, it could be in a few different places. 

Prescription Medication:

Located in the bottom drawer of the front desk on the right hand side of the computer. 

Refridgerated Medication:

Located in the small fridge under the pharmacy work station in the pharmacy.

These orders are packaged in the white paper bags and have the invoice stapled to them. The invoices are folded in such a way that you are able to see the invoice total and whether it has been paid or not. See picture below. 

Controlled Drug Prescriptions (TPP): Controlled drugs have a separate form that needs to be signed by the client when picking up the medications. If there is two documents stapled to the white prescription bag, one of them is likely the TPP(either the original or a photocopy). Please ensure the client signs the bottom of the sheet where it says "Received By" and place the signed document on the pharmacy work station. 

Large orders/Shopify Orders

Anything too large to fit in the drawer and ALL shopify orders are kept in the pharmacy on the wire shelf. All shopify orders are paid in full. See picture below of what a shopify invoice looks like. 

1. Take urine sample from client and fill out laminated "Sample Drop Off" card. Cards are located in top drawer of reception desk. 

2. Ensure there is a credit card on file so an RVT can process payment at a later time. Urinalysis price can range in price depending on whether they have had blood work in the last 7 days and it's just easier if Jenna, Caitlin, or Tanya figure it out. 

3. If the client doesn't have a credit card or refuses to put one on file. Charge their debit card for the price of a full UA ($64.39 + GST = $67.61). If the actual total is less, the difference will be put on their file as a credit. 

4. Place sample in main pocket of Idexx bag (bags are located in left hand drawer under idexx machines). Place sample card and moneris slip(if applicable) in side pocket. Place bag in fridge. 

If the order a client has picked up is not paid for yet, you will need to take a payment. Below are the steps for taking a payment. 

1. Locate the invoice in vonigo either by searching for the client under the client tab or by searching the invoice number under the invoice tab. 

2. Once inside the invoice you can make a payment by selecting the payment tab in the upper right hand corner of the client file. Here you will find the amount owing. 

3. Input amount owing into moneris terminal, press green button, and hand to client to complete purchase. Give client their receipt, payment card, and products. The client can leave now. 

4. Process the payment in vonigo by selecting the payment type and clicking "add new payment". 

5. Update the daily cash sheet with the transaction. Ensure you are in the correct month. 

6. On the merchant receipt write client's last name and the invoice number. Place slip in envelope in cash drawer. 

For any walk in retail purchases, you will need create an invoice. Below are the steps for creating a invoice. 

1. Open schedule to current day. Double click earliest open appointment slot in Pharmacy Route. Select OK to book a visit. 

2. Select the In-Home service type and then select returning client. 

3. Search and select the correct client. Click continue. If customer is not a client and only purchasing retail items, search "retail" and choose the generic retail client to purchase product. 

4. Click on the arrow next to Exam Details and input a short summary as to what the client is purchasing. Then click the arrow next to the correct patient, select other, and then click add service. 

6. Search for the item(s) being purchased, select correct item, and click "Add Charges".  Click continue at bottom of page. 

7. Ensure all boxes are unchecked and select the appropriate exam label. 

8. Click complete order at bottom of page.

9. Go to invoice tab at top right of page, then select "create invoice". 

10. Follow the "Taking a Payment" process to finish transaction. 

Paws To Rest clients have to collect their pet's cremated remains (ashes) from the clinic. Clients will receive an email within 7 days of their euthanasia service to let them know that their pet is ready for pick up.

The ashes are kept in the Pharmacy/PTR room, in the tall cupboard behind the PTR desk.

• Inside you will see that each pet is in an individual bag, with their name on a little laminated slip attached.
• Take off the slip and place it in the pink basket below.
• Then you MUST sign the log on the cupboard door BEFORE returning to the front give the pet to the owner. Do not come back to sign the log after. Staff get busy and it can be easy to forget to come back to log it. This log is the only tracking we have to know that the pet has left the building, so it is imperative that this is filled out every time. 

We have a number of deliveries dropped off at the clinic. Below I have outlined what to do with the most common deliveries. When in doubt, sign for the package and give it to the pharmacy. 

WDDC - Should be brought in through the warehouse doors, and dropped by the back loading bay. The driver should be taking empty totes with him on a daily basis. The driver will also need a signature before he goes, anyone can sign. Please leave totes and pharmacy will unpack. 

FedEx - Frequently delivers packages to the clinic, please sign for anything that comes in and place ALL deliveries on back pharmacy counters, regardless of who they are address to.  

Staples - Please sign for staples deliveries and place in pharmacy area. 

Purolator - Usually is here to pick up lumps/bumps being sent off to our Histopathologist. The package being sent will be either on the front dest, or in the outgoing Canada Post mail bin by the front door. 

Solicitors come by the building trying to sell their product all the time. We do have a "No Soliciting" sticker on our window but it is not much of a deterrent. Trying to suss out who is here on legitimate business and who is just selling stuff can be difficult. 

Generally, when someone comes into the clinic with a generic/vague request to speak to someone "in charge of random department" it is a solicitor. Usually a quick "we have a no solicting sign on our window" will be enough to get them to leave. If you're not comfortable saying that just let them say their spiel and tell them you will pass along the information to the appropriate party.

If they persist and want to see someone, tell them that is not possible - any appointments must be pre-scheduled, and the only way to do that is visit our website and submit a request through the Contact Us page.

1. Go through prescription drawer at front desk, and find any orders that are both unpaid and more than 10 days old.

2. Using the Rx number located on the prescription label under the doctors name, search for the prescription inside Help Scout. 

3. Email client "Restocking Meds" saved reply.