 Hospital Management Editor Mark Opperman is a certified veterinary practice manager and owner of VMC Inc., a veterinary consulting firm based in Evergreen Colo. Through his firm, he has consulted with more than 800 veterinary hospitals throughout North America, providing assistance in associate hiring, partnership formation, exit strategies, employee issues, profitability, efficiency, and more. He has lectured worldwide at meetings such as Fetch dvm360 conference (formerly CVC), the North American Veterinary Conference, the World Small Animal Veterinary Conference, the Denmark Annual Congress, and the London Veterinary Forum. Opperman founded the Veterinary Hospital Managers Association and served as president until 1993. Through his VMC School of Veterinary Practice Management, he has trained more than 250 practice managers.

The following are phone scripts to be printed out or used on-screen to evaluate receptionist's phone skills using some fictitious situations. The last is an example of a poor evaluation. They are all in Excel format.

Phone script 2: Neutering/declawing a cat

Phone script 5: Frequently urinating feline

Negative evaluation using "Phone script 1"

Practice Finances

Personnel Management

Evaluate the phone skills of receptionists at your clinic and others with these downloadable Excel documents.

Downloadable phone scripts

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