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VRCE Specialty and ER Semester 1 Course 5 - Veterinary Terminology for Specialty and Emergency CSRs

In this course, you'll learn to: 1. Review common veterinary medical terminology. 2. Recognize common veterinary medical prefixes, root words, and suffixes. 3. Define frequently used veterinary medical terms and abbreviations.

VRCE Specialty and ER Semester 1 Course 6 - Key Differences Between Specialty and General Practice

In this course you will: 1. Describe differences in the client relationship between general practice and specialty/ER. 2. Understand the ground rules for referral clients. 3. Detail hospital differences between general practice and specialty/ER.

VRCE Specialty and ER Semester 1 Course 7 - The Referring DVM Experience

In this course, you will: 1. Articulate the value of client services. 2. Define a lost client and the steps needed to recover that client. 3. Recognize and acknowledge the importance of a client base.

VRCE Specialty and ER Semester 1 Course 8 - Foundations of the Client Experience in Specialty & ER

In this course, you will: 1. Define the client experience and the competitive advantage it provides for your practice. 2. Create a positive client experience for your clients. 3. Understand the appearance and smells of your practice.

VRCE Specialty and ER Semester 1 Course 9 - Communicating Information to Clients and the Referring DVM

In this course, you will: 1. Construct open-ended questions to obtain more information. 2. Implement active listening skills. 3. Develop ways to protect yourself from giving harmful medical advice.

VRCE Specialty and ER Semester 1 Course 10 - Phone Skills for the Specialty and ER Hospital

In this course, you'll learn to: 1. Articulate an appropriate phone greeting. 2. Distinguish between emergency and non-emergency phone calls. 3. Compile phone messages and decide when to place a caller on hold.

VRCE Specialty and ER Semester 1 Course 11 - Reading Body Language

In this course, you'll learn to: 1. Differentiate between verbal and nonverbal communication. 2. Recognize facial expressions and eye contact communicates louder than words. 3. Understand the important role voice tone plays when communicating.

VRCE Specialty and ER Semester 1 Course 12 - Expressing Empathy and Compassion

In this course, you'll learn to: 1. Apply active listening skills. 2. Demonstrate empathy through your speech and actions. 3. Display empathy to comfort clients and co-workers during end-of-life appointments.

VRCE Specialty and ER Semester 1 Course 13 - Thriving During Conflict with Clients

In this course, you'll learn to: 1. Demonstrate empathy and understanding. 2. Develop healthy conflict confidence. 3. Recognize common communication mistakes, how to avoid them, and how to fix them once they have occurred.

VRCE Specialty and ER Semester 1 Course 14 - Thriving During Conflict with Coworkers

In this course, you'll learn to: 1. Identify ways to be your authentic, professional self in the workplace. 2. Differentiate between constructive conflict and destructive conflict. 3. Interpret hot buttons and how to avoid them.

VRCE Specialty and ER Semester 1 Course 15 - Bullying and Stressors in the Workplace

In this course, you'll learn to: 1. Recognize bullying and its effects on mental health. 2. Detail the impact of workplace stress on mental and physical health. 3. Outline options to address a workplace bully and where to seek help.

VRCE Specialty and ER Semester One Checklist Submissions

This course is used to collect all required course proficiency checklists from VRCE Specialty and ER Semester 1.

VRCE Specialty and ER Semester One Video Submissions

Here you will upload the 7/10 videos you have chosen to demonstrate the skills you have learned this semester.

VRCE Specialty and ER Semester One Final

You did it! You have passed all of the required items of Semester One and are ready for the final exam. Breathe, you got this.

VRCE Specialty and ER Semester Two Start Here

Welcome to Semester Two! You are halfway to the finish line!

VRCE Specialty and ER Semester 2 Course 1 - Professionalism in the Workplace

In this course, you'll learn to: 1. Indicate the CSR's role in setting the tone of the specialty and emergency practice. 2. Review how to keep the workplace professional. 3. Identify ways to create solace for end-of-life appointments.

VRCE Specialty and ER Semester 2 Course 2 - Confidentiality and Accuracy: Records, Files and Computer Maintenance

In this course, you'll learn to: 1. Summarize rules for computer and record maintenance. 2. Classify confidential client information. 3. Recognize required documentation for a patient's chart.

VRCE Specialty and ER Semester 2 Course 3 - The Disasters of Missed Details

In this course, you'll learn to: 1. Determine the questions to ask in order to minimize missed details. 2. Recognize the CSR's role in capturing charges. 3. Predict problems that may arise when details are overlooked.

VRCE Specialty and ER Semester 2 Course 4 - Proper Prescription Handling

In this course, you'll learn to: 1. Indicate the information needed for a prescription refill. 2. Translate a prescription label. 3. List common medications you will encounter as a CSR. 4. Detail medication handling for yourself and clients.

VRCE Specialty and ER Semester 2 Course 5 - Managing Referral Records

In this course you will learn to: 1. Identify the types of records required for spec & ER patients. 2. Retrieve medical records from multiple hospitals. 3. Recognize the importance of reviewing incoming records to provide a full medical history.

VRCE Specialty and ER Semester 2 Course 6 - Appointment Capture for Specialty and ER Hospital

In this course you'll learn to: 1. Convert clients from phone shoppers to potential clients by capturing appointments. 2. Discover tools to assist you in capturing appointments and communicating the value of veterinary visits.

VRCE Specialty and ER Semester 2 Course 7 - Managing Wait Time Expectations

In this course, you'll learn to: 1. Acquire techniques to monitor and decrease client wait times. 2. Distinguish the situations that affect client wait times. 3. Identify ways to alleviate client frustrations associated with long wait times.

VRCE Specialty and ER Semester 2 Course 8 - Managing a High Volume Caseload

In this course, you will learn to: 1. Clarify the CSR's role when managing a high-volume caseload. 2. Identify your hospital process for admitting specialty & emergency patients. 3. Recognize the use of triage in a specialty & emergency hospital.

VRCE Specialty and ER Semester 2 Course 9 - Overview of CPR and DNR Consent

In this course, you'll learn to: 1. Determine the importance of CPR/DNR forms in specialty & emergency hospitals. 2. Explain when a CSR is charged with conveying CPR/DNR information to clients. 3. Recognize opportunities to participate in a code.

VRCE Specialty and ER Semester 2 Course 10 - Admitting Patients to your Hospital

In this course, you'll learn to: 1. Understand the legalities and capacities involved in a contract. 2. Recognize appropriate veterinary forms, when to use them, and how to explain them to a client.

VRCE Specialty and ER Semester 2 Course 11 - Discharging Patients from Your Hospital

In this course, you'll learn to: 1. Clarify your role as a CSR when discharging patients. 2. Interpret an invoice and explain the components to a client. 3. Recognize and apply the 3 Rs of patient discharge.

VRCE Specialty and ER Semester 2 Course 12 - Basic Hospital Finance and Revenue Drivers for the CSR

In this course, you'll learn to: 1. Classify the 3 types of expenses that veterinary hospitals must control. 2. Interpret the CSR's role in managing expenses. 3. Review the manager's financial decision-making process.

VRCE Specialty and ER Semester 2 Course 13 - The Basics of Cash Handling

In this course, you'll learn to: 1. Construct a client invoice and apply discounts. 2. Review the methods of accepting payment from clients. 3. Detail completing “end of the day” items.

VRCE Specialty and ER Semester 2 Course 14 - Creative Financing and Pet Insurance

In this course, you'll learn to: 1. Apply and use payment plans from external sources. 2. Identify and define in-house payment plans.

VRCE Specialty and ER Semester 2 Course 15 - Occupational Safety Procedures

In this course, you'll learn to: 1. Recognize facility and personnel hazards you may encounter as a CSR. 2. Identify dangers of zoonotic diseases and how to protect yourself. 3. Define OSHA and understand the role it plays in veterinary clinics.

VRCE Specialty and ER Semester 2 Course 16 - The Benefits of Cross-Training and Career Advancement

In this course, you'll learn to: 1. Recognize the importance of cross-training. 2. Describe the benefits of being a career CSR. 3. Compare career advancement opportunities.

VRCE Specialty and ER Semester 2 Course 17 - The New Normal of a Global Pandemic

In this course, you'll learn: 1. What pandemic communication is and pandemic procedures with clients. 2. How to implement and follow through with protocols relating to a pandemic. 3. An inclusive view on why self-care is more important than ever.

VRCE Specialty and ER Semester Two Checklist Submissions

This course is used to collect all required course proficiency checklists from VRCE Specialty and ER Semester 2.

VRCE Specialty and ER Semester Two Video Submissions

Here you will upload the 7/10 videos you have chosen to demonstrate the skills you have learned this semester.

VRCE Specialty and ER Semester Two Final

You did it! You have passed all of the required items of Semester Two and are ready for the final exam. Breathe, you got this.

VRCE Specialty and ER End of Program

The final course in VRCE Specialty and ER wraps everything up and includes a survey and information on obtaining your certification and pin.

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A gift to you for the completion of VRCE Specialty and ER!

VRCE Specialty and ER Information Only

Get ready to change your life as a CSR as you know it! Start here to being your VRCE Specialty & ER Program!

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