Up-Skill & Re-Skill Veterinary Teams
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a few of the many features
Role-Specific Training
Reimagined & enhanced for each role on your veterinary team.
Certificate Programs & Resource Libraries
Enjoy access to thousands of forms, documents, and templates. Earn CE credits & certificates.
Supportive Peer Communities
Ask questions, share best practices, & connect with your peers in members-only communities.
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Top Courses
VRCE General Practice Workbooks
Find your digital workbooks here. This is also where you will submit your completed semester workbooks.
VRCE Semester 1 Course 1 - Qualities of a Top Front Desk Team Member
In this course, you'll learn: 1. Why your role is so important to the practice. 2. Critical competencies of being an excellent, responsible Client Service Representative (CSR). 3. Great client communication, conflict resolution, & empathy skills.
VRCE Semester 1 Course 2 - The Important Role of a CSR in the Practice
In this course, you'll learn: 1. Who the key players are on the veterinary team. 2. Your role as a CSR on the team. 3. What you need to know about all practice areas of the hospital.
VRCE Semester 1 Course 3 - Breed Identification
In this course, you'll learn: 1. How to identify and recognize common breeds of dogs and cats along with their common characteristics and medical conditions. 2. The difference between brachycephalic and dolichocephalic breeds/traits.
VRCE Semester 1 Course 4 - Veterinary Terminology for CSR's
In this course, you'll learn: 1. To break down common veterinary terms that can be tough to understand. 2. Common root words, prefixes, and suffixes. 3. How to use these to decode terms and abbreviations.
VRCE Semester 1 Course 5 - Foundations of the Client Experience
In this course, you'll learn: 1. What client experience means and how it is a competitive advantage for your practice. 2. How you can create a positive client experience. 3. How the appearance and smells of your practice influence clients.
VRCE Semester 1 Course 6 - Communicating Information to Clients
In this course, you'll learn: 1. How to ask open-ended questions to obtain more information. 2. How to implement active listening skills. 3. How to protect yourself from giving harmful medical advice.
VRCE Semester 1 Course 7 - Reading Body Language
In this course, you'll learn: 1. The differences between verbal and non-verbal communication. 2. How facial expressions and eye contact communicate louder than words. 3. The importance of tone and posture when communicating.
VRCE Semester 1 Course 8 - Empathy & Helping Clients in Crisis
In this course, you'll learn: 1. How to actively listen and show that you are paying attention. 2. How to express empathy through statements and actions. 3. How to use empathy to comfort clients and co-workers during end-of-life appointments.
VRCE Semester 1 Course 9 - Harness the Power of Your Practice's Phone - Inbound Calls
In this course, you'll learn: 1. Mastering an appropriate phone greeting. 2. Handling emergent and non-emergent phone calls. 3. Taking messages and placing a caller on hold appropriately.
VRCE Semester 1 Course 10 - Introduction to Appointment Capture
In this course, you'll learn: 1. How CSRs build revenue for the hospital 2. Asking for an appointment in various situations 3. Appropriately scheduling surgery, drop off, and discharge appointments
VRCE Semester 1 Course 11 - Admitting Patients to your Hospital
In this course, you'll learn: 1. An understanding of what legalities are involved with a contract and what capacities are necessary. 2. How to recognize what appointments need a form 3. Double-check information and understand patient triage.
VRCE Semester 1 Course 12 - Discharging Patients From Your Hospital
In this course, you'll learn: 1. What your role as a CSR is in discharging patients. 2. How to break down an invoice and explain the components to the client. 3. When to include go-home items or “goodies.”
VRCE Semester 1 Course 13 - The Basics of Cash Handling
In this course, you'll learn: 1. How to invoice a client and apply discounts. 2. The methods of accepting payment from clients. 3. Running through the “end of the day” items.
VRCE Semester 1 Course 14 - Creative Financing, Wellness Packages & Pet Insurance
In this course, you'll learn: 1. How to help clients apply and use payment plans from external sources. 2. The ways that some hospitals allow in-house payment plans and what that means. 3. Be able to discuss and explain in-house wellness programs.
VRCE Semester 1 Course 15 - Confidentiality and Accuracy: Records, Files and Computer Maintenance
In this course, you'll learn: 1. Basic understanding of computer and record maintenance. 2. Handling confidential client information. 3. What you need to be documented in a patient's chart.
VRCE Semester 1 Course 16 - Occupational Safety Procedures
In this course, you'll learn: 1. Comprehension of what facility and personnel hazards you will be in contact with as a CSR. 2. Recognize the dangers of zoonotic diseases and how to protect yourself. 3. Understand what OSHA means and represents.
VRCE Semester 1 Course 17 - The New Normal of a Global Pandemic
In this course, you'll learn to: 1. Summarize pandemic communication and pandemic procedures with clients. 2. Implement pandemic protocols. 3. Prioritize self-care, especially during a pandemic.
VRCE Semester One Checklist Submissions
This course is used to collect all required course proficiency checklists from VRCE Semester 1.
VRCE 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 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 Semester Two Start Here
Get started with Semester Two of VRCE! You are halfway to the finish line!
VRCE Semester 2 Course 1 - Intermediate Client Experience
In this course, you'll learn: 1. What it means to communicate value. 2. What a lost client is and the steps to recover that client. 3. Why do we recognize and acknowledge the client base along with what that means for the client.
VRCE Semester 2 Course 2 - Managing Wait Times
In this course, you'll learn: 1. Techniques to monitor and decrease client wait time. 2. Different situations that affect client wait times. 3. How you can alleviate frustrations when a client experiences long wait times.
VRCE Semester 2 Course 3 - New Client Acquisition
In this course, you'll learn: 1. What belongs in a new client binder and how to use that information. 2. The ins and outs of emailing a new client. 3. Making the best first impression that you can.
VRCE Semester 2 Course 4 - Intermediate Appointment Capture
In this course you'll learn: 1. How to ask for an appointment. 2. The tools you need for win-win appointment capture. 3. Effective language to capture an appointment.
VRCE Semester 2 Course 5 - Managing Rechecks, Reminders and Recalls
In this course you will learn: 1. Why Reminders are critical to the hospital's success. 2. Why Rechecks are vital for optimum patient care. 3. Why timely Recall messages are an important part of patient care.
VRCE Semester 2 Course 6 - Thriving During Conflict with Clients
In this course, you'll learn: 1. To put yourself in the client's shoes, to demonstrate empathy and understanding. 2. How to be conflict confident in a healthy manner. 3. Common communication mistakes, how not to make them, and fix the situation.
VRCE Semester 2 Course 7 - Thriving During Conflict with Coworkers
In this course, you'll learn: 1. Why being the best you, is the best thing that you can be. 2. What constructive conflict vs. destructive conflict means. 3. What are hot buttons and how do you avoid hitting them?
VRCE Semester 2 Course 8 - Professionalism in the Workplace
In this course, you'll learn: 1. The CSR's role in setting the tone of the practice. 2. How to keep it professional in the workplace. 3. How to create solace for end-of-life appointments.
VRCE Semester 2 Course 9 - Bullying In The Workplace
In this course, you'll learn: 1. What is bullying and how it affects mental health. 2. How to impact of workplace stress plays a big role in mental health. 3. What to do when you come across a workplace bully and the options you have to seek help.
VRCE Semester 2 Course 10 - Home Collection of a Lab Sample: Coaching the Client
In this course, you'll learn: 1. What samples can be caught at home and brought into the hospital. 2. How to collect specific samples, and advising clients on how to do so. 3. How to handle sample drop-offs.
VRCE Semester 2 Course 11 - Proper Prescription Handling
In this course, you'll learn: 1. The information needed to take a prescription refill. 2. How to read a prescription label. 3. Common medications you will come across as a CSR. 4. Handling certain medications.
VRCE Semester 2 Course 12 - Safe Animal Handling
In this course, you'll learn: 1. How to handle feline patients as a CSR. 2. Different CSR restraint techniques for canine patients. 3. What situations you can be, in as a CSR, that may require restraint to be applied.
VRCE Semester 2 Course 13 - The Disasters of Missed Details
In this course, you'll learn: 1. What questions can you ask to not miss details? 2. Why is it important to get all the information you can to avoid missing details? 3. What problem can arise when you miss details?
VRCE Semester 2 Course 14 - Basic Hospital Finance and Revenue Drivers for the CSR
In this course, you'll learn: 1. The 3 types of expenses that veterinary hospitals must control. 2. Your role in managing these expenses. 3. Your manager's decision making process when handling finances. 4. How to make financial decisions.
VRCE Semester 2 Course 15 - The Benefits of Cross-Training and Career Advancement
In this course, you'll learn: 1. The importance of being a cross-trained CSR. 2. You do not have to advance your career as a CSR; it is perfectly fine to remain a CSR! 3. If you want to advance your career, the routes you can go.
VRCE Semester Two Checklist Submissions
This course is used to collect all required course proficiency checklists from VRCE Semester 2.
VRCE 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 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 End of Program
The final course in VRCE General Practice wraps everything up and includes a survey and information on obtaining your certification and pin.