In a recent dvm360® interview, Jill Clark, DVM, CEO of IGNITE, shares the successes of the VRCE training program since its launch in September.
Since IGNITE unveiled the Veterinary Receptionist Certificate of Excellence (VRCE) Reception Training Program in September 2021, more than 1,200 student seats have been purchased for this program. Following the significant success of the program, Jill Clark, DVM, CEO of IGNITE, illustrates how vital this resource is to Customer Service Representatives (CSRs) and practices.
“I have such gratitude for the way the [VRCE is] make an impact on people’s lives because that was what I hoped for when I created it, ”said Clark dvm360® in a recent interview.
Clark revealed that the feedback she has received for the VRCE program has been overwhelmingly positive. “The thing I didn’t expect was the amount of positive feedback on the program. It was beyond what I could have imagined, ”she shared. Those enrolled in the courses, according to Clark, display a determination to improve their skills and become better employees for their patients, clients and practices, which clinics have seen firsthand.
“It’s amazing that [the CSRs] have been so hungry to get better… and it changes their lives somehow, it’s really not hyperbole, ”said Clark.
“Practices say it stimulated conversation with [their] CSR which [they’ve] never had before and now they come to me with ideas on how we can improve the practice of the front desk experience to check, ”she continued.
The Q1 launch of VRCE Specialty / ER
A frequent request Clark has received since VRCE’s inception is, “When will there be a course specifically geared towards the specialty and division of emergencies?” The nature of this question is that CHRs have unique learning experiences compared to general practice.
“I would expect that by the end of the first trimester, we would start registering the specialty and ERs and it will be very specific to this environment. However, some of the theories that we teach in VRCE / GP are transferring quite a bit. good, but they will be a host of new classes and activities and a new study group, ”Clark noted.
“We’re really excited to be able to solve this problem for specialty hospitals… I think CHRs in specialty practices are really the orphans of education, because often people don’t create personalized content for specialty and emergencies.” , she continued.
Clark revealed that she has many “fancy” ideas in store for VRCE and is working with some great minds in the veterinary industry to make them come true. First, she plans to model CSR training after the Certified Veterinary Practice Manager (CVPM) program in a way that provides legitimate and challenging learning that ultimately helps improve practice operationally and financially.
“Next stop, after all it’s …[to] try to make sure we can have a way to validate education, a governing body to help be the voice of CSR in some cases, and ensure that high quality education continues to advance this role so that ‘it’s really seen as the critical role it is in practice, ”she revealed.
The impacting role of veterinary CSRs
If you are in the veterinary industry, encouraging your CHRs to enroll in the VRCE program and reach their full potential will be a tremendous reward for your clinic and the industry as a whole, implored Clark.
“Our CSRs are the first person and usually the last person our clients see, they shape what our clients think about our practice, no matter how good a vet you are. If you don’t have a competent and efficient front team, it can undo everything that has been done at the rear, ”she said.
“Let’s try to raise this [CSR] position where it needs to be in our industry, ”concluded Clark.