employee orientation and on-boarding outline 2014 (cah)

Revised 03/06/14 Orientation/On-boarding

Training/On-Boarding ChecklistThe purpose of this checklist is to help ensure that every employee has received a standardized and comprehensive training upon initial hire. As each item is covered during the course of the training, both the staff member training and the new employee should initial that item. Upon completion, please photocopy the document for your own personal records, and turn in the original to the department director.

It is expected that you will take ownership of your further development while a member of the CAH client services staff. Please add any additional training that you complete either on-site at team meetings, off the floor refreshers, or off-site seminars/conferences. You are encouraged to present this document to the director at your annual performance review.

Hospital Orientation (Introductory paperwork that must be completed to include)

New hire confirmation form

US Department of Justice Immigration & Naturalization form

W2/W4 Employee withholdings worksheet

Employee information/emergency contact information form

Medical information

Employee Handbook (signed receipt)

Benefits enrollment and selection

Copy of driver's license and social security card submitted for payroll purposes

New employee has been set up with a hospital email account

Columns to the right hand side should be checked off once by the trainer indicating that they have successfully trained the new staff member on that task, and by the new staff member, indicating they have completed, fully understand, or are now confident in executing a specific task independently.

Trainer New Hire

Benefits Review ______ ______Payroll procedures & optionsEmployee Handbook review ______ ______Location of hospital policies and procedures ______ ______Time card created/trained in usage ______ ______Paychecks/Payroll system access; trained to manage time –off, etc,… ______ ______Idexx codes assigned for Cornerstone and Time Clock ______ ______Copied employee’s social security card ______ ______Copied employee’s driver’s license/picture ID ______ ______Time-off/Payroll Communication forms ______ ______Health Insurance ______ ______

OSHA Training & Safety Orientation

OSHA Safety book review ______ ______Procedure for employee injuries ______ ______Procedure for client injuries ______ ______Location of safety procedures & injury log forms in the front office ______ ______Location of First Aid kit in the front office ______ ______Reviewed OSHA policy regarding food and beverages in the front office ______ ______Knows how to lock/un-lock the front door ______ ______

Client Services Department Orientation:

Department orientation to include the observance and compliance of the following policies and procedures:

Training schedule: Time & Days ______ ______

Assigned Mentor: ________________________________________________________

Professional Behavior and Dress

Reviewed Professional Behavior & Conduct Policies ______ ______

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Uniform policy & procedures ______ ______Reviewed appropriate clothing/dress while completing training (uniforms provided at completion of 90 days) ______ ______Scrub/scrub top supplied to new hire ______ ______

Attendance & Time-off

Reviewed hospital attendance policy ______ ______

Who to call when/if employee will be out sick?

Immediate Supervisor: ______________________________________________________

Practice Manager: __________________________________________________________

Lunch/break schedule ______ ______

Review of hospital policy for holiday coverage and department sign-up procedures ______ ______Reviewed attendance policy and procedure for time off requests ______ ______

► Employee provided a sample time off request form ► Employee provided a sample call-in form► Employee provided a sample payroll communication slip ► Employee showed printout of department time off requests and approvals

Reviewed appropriate use of time-card communication form ______ ______Reviewed procedure for permanent schedule change requests and temporary schedule alterations (forms) ______ ______Reviewed hospital policy regarding personal phone calls while on the work floor ______ ______Review department policy regarding use or possession of cell phones, pagers, etc while on the work floor ______ ______

Call off/ Sick notice policy ______ ______

Disciplinary Procedures and General Policies

Review of disciplinary procedures ______ ______Review of employee parking policy ______ ______Review of hospital policy regarding the use of the internet ______ ______Review of hospital policy regarding sexual harassment ______ ______Review of hospital policy regarding smoking area ______ ______Review of hospital policy regarding theft ______ ______

Review of performance evaluation & feedback proceduresReview of Employee incentive program ______ ______

Parking for Staff

Staff should attempt to park up front on the lawn if possible (up to the cement curbed area) or outback in lot ______ ______

Hours of Operation:

Activity: Please list out the hours of operation for the practice below

Open Close

Monday ______ _______

Tuesday ______ _______

Wednesday ______ _______

Thursday ______ _______

Friday ______ _______

Saturday ______ _______

Sunday ______ _______

Activity: Doctors On Staff Colors

Name: _________________________________ ________________________________________

Name: _________________________________ ________________________________________

Name: _________________________________ ________________________________________

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Name: _________________________________ ________________________________________

Name: _________________________________ ________________________________________

Name: _________________________________ ________________________________________

Doctor’s Special Interests

Please list the areas of special interest that each doctor on staff has. This will be helpful later on when you begin working on scheduling appointments:

Name: _________________________________ ________________________________________

Name: _________________________________ ________________________________________

Name: _________________________________ ________________________________________

Name: _________________________________ ________________________________________

Name: _________________________________ ________________________________________

Name: _________________________________ ________________________________________

Facility Orientation

Assigned mentor will provide a tour of the facility to include all of the following areas within the hospital: ______ ______

Team introductions Hospital PharmacyAll entrances & exits in the building Hospital Treatment areaEmployee parking arrangements Surgical Pack roomStaff mailboxes & file cabinets Special Procedures roomHospital restroom locations Surgical suiteLocker rooms X-ray roomDrinking fountain Exam roomsWaiting roomEmployee break room Kennels & runsLocation of Office Supplies Pet shop retail product areaLocation of cleaning supplies Location of Prescription Food InventoryManagement team officesBusiness collateral inventory (ie. Brochures) Hospital Owner’s officeLaboratory & refrigerators for sample storage Network Server room

"Get To Know Chiquita Animal Hospital" testing module ______ ______

Cleaning Responsibilities (Checklist copy provided)

Reviewed cleaning responsibilities for the position (including pet accidents) ______ ______Reviewed supply & inventory re-stocking for position ______ ______Reviewed staff cleaning schedule ______ ______

Flag System for Communicating Room Status

Brown & Green &White and Doctors colors: AppointmentGreen & white: Tech is needed/Walk-inRed & White: being Teched or cleanedGreen: Ready for DoctorRed: Doctor in RoomWhite: Empty needs to cleaned

Service & Industry Orientation

All new employees must complete the following as a pre-cursor to hands-on training for a position on the client services team:

Reviewed appropriate procedure for greeting clients in a professional manner on-site ______ ______

Reviewed appropriate procedure for answering inbound calls with proper greeting ______ ______

*Video Presentations *Interactive CD-Rom Training

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Orientation to Patient Medical Records

Reviewed patient record privacy protocols ______ ______Understands procedure for receiving outside DVM records ______ ______Successfully manages client requests for records or X-rays ______ ______Understands the proper procedures for faxing medical records ______ ______Scanning records (knows how to set up and work the hardware and scan to attach files appropriately) ______ ______Understands criteria for cleaning patient files/records brought from other practices and add in vaccines) ______ ______

Review procedure for managing the following:

Scheduled appointment arrivals ______ ______Scheduled surgical arrivals ______ ______Medication pick ups ______ ______Fecal sample only drop offs ______ ______Deceased patient status changes ______ ______Doctor Callbacks ______ ______Visits with balance ______ ______Client visitation for hospitalized pets ______ ______Special Services Arrivals (euthanasia) ______ ______Walk in arrivals ______ ______Technician appointments ______ ______Credit agreements (can explain the hospital policy) ______ ______CareCredit (understands what carecredit is and how to present to clients and sign them up) ______ ______Pet Insurance (understands which pet insurance companies we work with and have brochures for) ______ ______

CAH Systems Orientation

Reviewed booting hardware & opening required applications on workstations ______ ______Web faxing ______ ______Shared e-mail account ([email protected]) ______ ______Printer selections ______ ______Telephone system and hand-set use ______ ______Signature capture pads ______ ______Reviewed procedure for screen shot capture for all on-screen errors ______ ______Ability to turn on/off the phone system night ringer ______ ______Understands how to answer phones ______ ______

Cornerstone Client Management System ______ ______

Ability to search for scheduled appointments Ability to create client recordsAbility to create patient record Entering client depositsGenerating new invoice Ability to review/print transactionsAbility to review/print patient history Ability to save invoices temporarilyAbility to save invoices permanently Ability to return & refundAbility to debit or credit Ability to re-print invoicesAbility to print labels (client & patient) Ability to print formsAbility to prep rabies vaccines & tags Ability to set/adjust remindersAbility to manage returns Can access templates for apptsCan update patient records Can update client recordsCan pull up an existing estimate Can pull up an old invoice for reviewCan print patient history to pdf

Activities:

Takes the existing client sign in sheets and scans through each, reviewing to ensure that we have client e-mails entered into the system, also tallies counts of scheduled appointments as compared to urgent care/walk in arrivals.

______ ______Has created their own account with real or test pets in Cornerstone ______ ______

Make sure you add in your email address to your account (ensures you’ll see reminders and newsletters) ______ ______

Reviewed appropriate notations in patient medical records ______ ______

Check shared email for faxes and appropriately downloads and attaches to patient history ______ ______

Can enter vaccines into Cornerstone from outside clinic (use test account) ______ ______

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mailto:[email protected]


Fee Quoting/Estimates

Ability to provide procedure price quotes using the appropriate documentation ______ ______Ability to provide parasite product price quotes ______ ______Ability to look up specific product costs in Cornerstone ______ ______

Client Services Team Standard Operating Procedures

Client Registration

Ability to effectively manage hospital admissions ______ ______Ability to effectively manage patient sample dropp-offs ______ ______Ability to effectively store patient samples including fecal and blood ______ ______Ability to effectively manage x-rays with anesthesia ______ ______Ability to effectively manage E & D (pet DOA; appointment, etc,…) arrivals ______ ______Ability to effectively present burial arrangements to clients considering euthanasia ______ ______Demonstrates ability to use appropriate travel sheets ______ ______Ability to manage urgent care arrivals per established protocols (calling for triage, etc,..) ______ ______Ability to effectively manage stray and wildlife arrivals ______ ______

Triage Levels

Please list the levels of triage when each is to be used:

Level 1 ______________________________________________________________

Level 2 ______________________________________________________________

Level 3 ______________________________________________________________

Level 4 ______________________________________________________________

Recognizes and understands the usage of the below forms.

Travel sheets ______ ______ E & D form ______ ______Treatment estimates ______ ______ Health certificates ______ ______Rabies/vaccines certificates ______ ______ Fecal testing stickers ______ ______X-ray stickers ______ ______ ‘Kennel cards’ ______ ______Penn Hip evaluation applications ______ ______ Emergency telephone triage ______ ______Rabies suspect report form ______ ______ Stray/wild life form ______ ______Appointment cards ______ ______ Time off request forms ______ ______US Dept. of Agriculture Certificate ______ ______ CAH Health Card ______ ______Rabies report form ______ ______ Refill forms ______ ______Care Credit Application forms ______ ______ Credit application/promissory notes ______ ______CAH Business Cards ______ ______ CAH Appointment Reminder Cards ______ ______Boarding admission form ______ ______ Opening Task List ______ ______Cleaning task list ______ ______ Closing Task list ______ ______

Understands the proper forms to complete that are associated with specific appointment types (most included in appointment notes in scheduler)

Waiting Room/Exam Room Communication and Management

Can effectively review the schedule, and communicate to clients in the waiting room expected wait times ______ ______Can effectively provide updates and expected wait times to clients already waiting in exam rooms ______ ______Greets all clients when they arrive ______ ______Can effectively manage client sign in sheet ______ ______Verifies client contact information ______ ______Effectively demonstrates ability to communicate wait-times to clients ______ ______Can effectively complete the lifestyle form with a client ______ ______

Please explain the rules for determining what and when to load into what rooms:

_______________________________________________________________________________________________________________

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Client Discharge

Understands hospital release procedures ______ ______Can schedule a discharge appointment in Cornerstone ______ ______

Client Invoicing

Demonstrates understanding of hospital invoice double-check system ______ ______Accurately processes invoices involving payment by cash ______ ______Accurately processes invoices involving payment by charge cards such as Visa, Mastercard, & Discover ______ ______Accurately processes invoices involving payment by money orders ______ ______Accurately processes invoices involving payment by personal check ______ ______Accurately processes invoices using check verification procedures ______ ______Accurately processes invoices involving vouchers & coupons ______ ______Accurately processes and presents vaccines for life program to clients ______ ______Accurately processes invoices involving returns and/or refunds ______ ______Accurately processes invoices involving payment with CAH gift certificate ______ ______Accurately processes invoices involving payment with any outside agency voucher ______ ______Accurately processes invoices involving payment with vendor product coupons ______ ______Accurately processes invoices involving payment with travelers’ checks ______ ______Accurately position available payment plans through CareCredit ______ ______Accurately process applications for CareCredit ______ ______Accurately processes invoices involving payment by CareCredit ______ ______Accurately processes invoices involving pet insurance ______ ______Accurately processes invoices involving hospital promissory notes ______ ______Ability to conduct a quality check of drawer financial transactions ______ ______Ability to close out the cash drawers at the end of the day ______ ______Ability to close out the credit terminals at the end of the day ______ ______Ability to produce and interpret daily credit card activity report ______ ______Demonstrates ability to effectively invoice medication pick-ups ______ ______

Administrative Functions

Demonstrates ability to manage admission set ups effectively ______ ______Knowledgeable of procedures for medications/pharmacy ______ ______Possess’ basic level product knowledge for parasite products ______ ______Knowledgeable of procedure for accepting returned products ______ ______Understands the hospital policy regarding euthanasia for pets ______ ______Knows how to re-stock front office workstations per station listing ______ ______Demonstrates knowledge of all hospital chart set up protocols ______ ______Can effectively review patient records from outside clinics and scan into the system ______ ______Can check e-mail and attach faxed records ______ ______Can check the incoming mail and route to appropriate staff ______ ______Can manage outgoing mail ______ ______Knows where the staff and doctor mailboxes are located ______ ______

Inbound Call Management & Appointments

Effectively routes calls ______ ______Effectively uses the voicemail system and delivers charts to the doctor’s callbacks ______ ______Effectively manages prescription refill orders ______ ______Effectively manages the prescription refills line ______ ______

Successful navigation through appointment calendar to include the following:

Finding scheduled appointments ______ ______ Identify appointment errors ______ ______Scheduling patient discharges ______ ______ Schedules routine appt ______ ______Schedules non-routine appt ______ ______ Schedules a surgical admit ______ ______Schedules medical admit ______ ______

Patient Scheduling

Please explain the general rules for patient scheduling within Cornerstone (ie. When can you schedule appointments, etc,..)

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Emergency & Non-appointment Hours

Ability to prepare appointments & admission records for next day’s business ______ ______Ability to complete appointment verification calls ______ ______Demonstrates ability to close out the credit terminals ______ ______Understands the protocols for telephone triages ______ ______Demonstrates the ability to reconcile cash drawers ______ ______Demonstrates ability to clean exam room ______ ______

Practice Products and Services Orientation

Website review for professional services listing; list out all of the professional services offered at the hospital:

_____________________________________ _______________________________________

_____________________________________ _______________________________________

_____________________________________ _______________________________________

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Review of the Food Products Offered through Chiquita Animal Hospital (Prescription and OTC/Retail)

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

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Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Preventative Products Offered at Chiquita Animal Hospital

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

OTC/Retail Products Offered at Chiquita Animal Hospital

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

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Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Product: _____________________________________ Used for: _______________________________________

Chiquita Animal Hospital Vaccination Protocols

Product: _____________________________________ Used for: _____________________ Given: _____________________________







Product or Service Promotions

Please list any current product or service promotions that are on-going for the hospital

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Disaster & Emergency Preparedness:

Location of stored network documents ______ ______Location of hard copy client data (printed quarterly) ______ ______Location of hospital disaster supplies ______ ______Reviewed the hospital disaster plan ______ ______Location of department disaster supplies ______ ______

Training Summary

Each of the following should be completed and turned in to the department director at the conclusion of your training:

Satisfactory completion of ‘scavenger hunt’ ______ ______

Satisfactory completion of all written testing materials ______ ______

Has satisfactorily completed pertinent client service case studies ______ ______

Has completed Client Services Skill Development workbook ______ ______

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Trainee NotesPlease use this section to take notes and document any questions that you have or any areas in which you feel that the training/ops manual was not sufficient. We view new hires as a valuable source of information, offering an objective opinion, and hopefully identifying ways in which we can improve our training.

Each week, please try and identify three major points or topics that you feel need more training coverage:

Week 1: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Week 2: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Week 3: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Week 4: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Week 5: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Week 6: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Week 7: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Week 8: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Misc: ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

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employee orientation and on-boarding outline 2014 (cah)

Recruiting & HR