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How Veterinary Answering Services Work

How do veterinary answering services help vets, pet owners, and animals? With 24/7 live support that everyone can trust.

Image of a dog wearing a scarf while their owner calls the veterinary answering services

Practitioners of veterinary medicine are no different than regular doctors. It’s just that their patients are often cute and cuddly puppies! Veterinary offices require support around the clock. When a pet emergency happens in the middle of the night, pet owners are frequently distressed and panicked. Telephone answering services are there to play an important support role for veterinary doctors and their staff. Veterinary answering service  operators can quickly help determine:

  1. The name of the pet owner
  2. The name of the pet in need
  3. The nature of the issue
  4. The status of the pet as a patient or non-patient
  5. Whether or not it is a medical emergency
  6. The soonest available appointment
  7. And much more

Once the requisite information is obtained and it’s determined to be a medical emergency for the animal, veterinary answering services quickly jump into action to contact the on-call Doctor of Veterinary Medicine (or “DVM”) if. Live operators help assist the pet owner by helping them get in touch with their animal’s doctor immediately. On the other hand, if the medical issue can wait, the virtual receptionist can help the pet owner schedule an appointment or collect all the relevant information and deliver that message for the veterinary office to review.

Patient or non-patient?
Just because you live down the street from a veterinarian, doesn’t mean you can call them in the middle of the night with an emergency, which is just one reason why a veterinary answering services exist. Many veterinarians only treat the animals that they know because they have all of that animal’s medical records on file. Veterinary answering services will know this and can still help callers reach an emergency veterinary clinic that accepts all patients.

What kind of animal is it?
When people think about veterinarians, they think about dogs and cats. But there are lots of different kinds of animals out there and they all have different needs requiring different specialties. There are veterinarians that support horses only, (known as “equine” veterinarians). There are veterinarians for livestock and large animals. There are specialty veterinarians that handle reptiles, exotics and wild animals. Answering services that properly handle veterinary support will know the difference and understand how to properly triage the incoming call to ensure the right doctor is contacted.

Streamlined office processes
A great answering service for veterinarians is going to do more than just answer calls after hours. They will be available 24/7, help schedule appointments, and provide a complete call and message management solution that will improve communication and accountability throughout the office.

These are just some of the ways experienced veterinary answering services are able to play an important support role with doctors, pets and their owners.

Oh, and one other note: The next time you visit your veterinarian, don’t refer to him or her as a “vet.” Call them a “DVM” and you will be sure to get a big smile in return!

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About Brian Gabriel

As the Call Center Manager for Sound Telecom, Brian is responsible for overseeing the daily operations and long term success of the company while managing a variety of inbound customer support programs. He also has a hand in taking care of the Solaxis services division. Prior to joining Sound Telecom, Mr. Gabriel held management positions with several prominent Internet Services companies including XpenseWise.com and Greatfood.com. Brian started his career in advertising and sales before moving to Washington State. He joined AEI Music in 1995 and supervised their international customer service department and technical support call centers. Brian received a Bachelor of Arts degree in Journalism with a minor in Spanish languages from San Diego State University. Brian teaches adult education at his church and actively supports Christian ministries.