Veterinary Office Manager Career Prep

400 Hours / 12 months / Self-Paced

Course Overview:

The purpose of this course is to prepare an individual to manage and attend to the administrative, bookkeeping, and reception duties in a veterinary office.  Concepts include medical record filing, appointment setting, record-keeping, bookkeeping and billing, and office etiquette. 

About ProTrain:

ProTrain is committed to offering world class interactive online courses that provide training and learning support for the student in a number of ways during their experience. The ProTrain course structure has been developed to provide activities to guide students throughout the entire process of learning. Learning activities include hands-on assignments that allow students to use what they are learning to allow better transferable skills within their work environments; and collaborative assignments, like wikis and discussion groups that allow them to share what they have learned with others in the same course.

While a student learns, they are not alone. Each student will receive guidance and support from his or her assigned Training Assessment Manager (TAM) and Student Services Specialist (SSS) representative. In addition, we will offer live monthly webinars and feedback sessions for various subject categories. Throughout the entire course, students are monitored by the SSS representative using progress reporting from the ProTrain Registration System (PRS).

ProTrain will provide Students who successfully complete their online certification programs and pass their industry level certification exams the access to the new ProTrain Education-2-Employment Career Tracker system. The Career Tracker will allow our students who pass exams to load their own resumes at no additional cost, and letting industry employers find their talent through the same database.

Curriculum Developer Biography:

Laurie Gilbreath holds a Master of Arts in Education and has 15 years' experience in K-12, higher education, and continuing education. She has also worked for 10 years as a professional development facilitator and designer and an educational trainer. She has developed courses, training manuals, and educational ebooks in topics ranging from healthcare to business to administration and quality management. In addition to her educational experience, she has worked as a freelance writer and editor for 10 years. Her publications include scholarly articles, training and educational materials, web content, and fiction.

Course Outline:

Lesson 1: Introduction to Veterinary Practice

When you complete this lesson, you should be able to:

  • Identify and describe the roles and duties of various staff members within a veterinary practice and the professional organizations associated with them
  • Describe different types of veterinary care settings
  • Explain what cross-training is and how it can benefit both the individual and the practice
  • Explain the purpose and importance of an office procedures manual and a personnel manual
Lesson 2: Care and Maintenance of the Veterinary Practice Facility

When you complete this chapter, you should be able to:

  • Explain the importance of maintaining a clean, safe, and organized veterinary facility, and describe what steps must be taken to do so
  • Explain what you should do when you find that a piece of equipment or some aspect of the facility needs to be repaired
  • Identify common safety hazards
  • Identify common sources of accidental injuries and what you can do to protect yourself
  • Explain general techniques for avoiding infection and the spread of disease among humans and animals in the practice
  • Explain what OSHA is and describe some of the general guidelines that must be followed in the practice
Lesson 3: Front Office and Receptionist Duties

When you complete this chapter, you should be able to:

  • Identify the types of records found in a veterinary practice, including laboratory reports, radiographs, medical records, vaccination certificates, and controlled substances
  • Describe the purpose of the various logs found within a veterinary practice, and who is responsible for maintaining the logs
  • Describe how to admit and discharge patients, take patient histories, maintain records, and prepare appropriate release forms and certificates for signature
  • Describe basic concepts of records retrieval and protection of medical and business records
  • Identify basic fi ling systems and fi ling equipment
  • Explain how to screen and process mail efficiently
Lesson 4: Computers

When you complete this chapter, you should be able to:

  • Identify the basic components of a computer and explain the function of each
  • Explain what software is and give examples of the type of computer program most often used in a veterinary office
  • Describe different types of computer networks and how they are used
  • Describe common features of veterinary practice Web sites and how they can benefit and improve aspects of practice management
Lesson 5: Interpersonal Communication

When you complete this chapter, you should be able to:

  • Describe the communication process and list the basic elements of communication
  • List and explain five personality traits that are essential for interpersonal relations in the veterinary office
  • Distinguish between appropriate and inappropriate professional interactions with clients
  • Recognize prejudice, insensitivity, or discrimination in interpersonal relations
  • List and describe at least five barriers to effective communication
  • List three ways you can improve your speech
Lesson 6: Interacting with Clients

When you complete this chapter, you should be able to:

  • Describe a professional telephone personality and demonstrate how to handle the types of calls received in an animal hospital
  • Describe how to use an appointment book and the computer to efficiently schedule a veterinarian’s workday
  • Explain how interpersonal skills apply to client and patient reception
  • Explain what euthanasia is and when it is performed
  • Identify common client reservations and concerns about euthanasia
  • Describe client and staff reactions to pet loss
  • Identify stages and strategies for dealing with grief
Lesson 7: Stress

When you complete this chapter, you should be able to:

  • Outline the causes of stress and the psychological defense mechanisms used to cope with stress
  • List five positive ways to cope with stress
  • Explain how time management can reduce stress
  • List five time management tools
Lesson 8: Ethics

When you complete this chapter, you should be able to:

  • Identify the rules of ethical conduct for veterinarians and members of the veterinary staff
  • Explain the types of behaviors and practices that are not allowed in the practice of veterinary medicine
  • Explain when the veterinarian–client–patient relationship begins, the responsibilities of those involved in it, and how it can be dissolved
Lesson 9: Fee Collection, Billing, and Payroll

When you complete this chapter, you should be able to:

  • Explain how veterinarians’ fees and fee profiles are derived
  • Recognize the different circumstances when credit should or should not be extended
  • Describe the rules and guidelines for extending credit on accounts receivable
  • Distinguish between legitimate and unadvisable reasons for adjusting or canceling a fee
  • Prepare billing statements and appropriately worded collection letters
All necessary materials are included.

System Requirements:

Internet Connectivity Requirements:
  • Cable and DSL internet connections are recommended.

Hardware Requirements:
  • Minimum Pentium 400 Mhz CPU or G3 Macintosh. 1 GHz or greater CPU recommended.
  • 256MB RAM minimum. 1 GB RAM recommended.
  • 800x600 video resolution minimum. 1025x768 recommended.
  • Speakers/Headphones to listen to Dialogue steaming audio sessions.
  • A microphone to speak in Dialogue streaming audio sessions.
Operating System Requirements:
  • Windows Vista, 7, 8, 8.1, 9, 10
  • Mac OSX 10 or higher.
  • OpenSUSE Linux 9.2 or higher.
Web Browser Requirements:
  • Google Chrome is recommended.
  • Firefox 13.x or greater.
  • Internet Explorer 6.x or greater.
  • Safari 3.2.2 or greater.
Software Requirements:
  • Adobe Flash Player 6 or greater.
  • Oracle Java 7 or greater.
  • Adobe Reader 7 or greater.
Web Browser Settings:
  • Accept Cookies
  • Disable Pop-up Blocker.


**Outlines are subject to change, as courses and materials are updated.**