36 Covetrus
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ph:
855.724.3461
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fx:
888.329.3861
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northamerica.covetrus.com
Create value when you ask for payment through an app.
Explain rebates and reward programs in the comment
box. Let's say a client receives a refill reminder for flea/
tick preventatives through your app. The client clicked
to submit the refill request with curbside pickup at your
hospital. The technician will message the client once the
medication is ready. The technician will send a request for
payment through the app and include this statement in the
comment box: "We have refilled for 's
flea/tick prevention. We applied a $XX instant rebate
for purchasing 12 doses. Pay through the app and get a
receipt. Park in our curbside pickup spot and message us
when you arrive."
Pharmaceutical companies including Merck, Elanco, and
Boehringer Ingelheim use Greenline Pet to manage instant
rebates and coupons (www.greenlinepet.com, 866-608-
9038). Your hospital sets up a Greenline Pet account
to apply instant rebates and coupons and receives
reimbursement checks weekly for rebates and coupons
that have been submitted through the Greenline portal.
Instant rebates on Greenline's platform have saved clients
an average of $8,000 per clinic.
3
3 | Use text to pay.
Like an app, some payment processors allow text to pay
that can be used for exam room checkout, medication refills,
house calls, at-home euthanasia, and farm calls, as well as
any purchase a client needs to make from your hospital.
Some vendors use text and browser-based
communication. The client gets a text with a link to a
browser for secure payment. TeleVet lets you send digital
invoices to your client's device. You can send invoices
before pickup and see read receipts on chat messages to
confirm an invoice was received.
As of mid-July, clinics using Covetrus Payment Processing
integrated to their existing Pulse software have text to
pay enabled.
About the author Wendy S. Myers, CVJ, has been training veterinary teams for 22 years as owner of Communication
Solutions for Veterinarians. She teaches teams to become confident communicators, so more pet owners say yes to medical care.
Wendy shares her expertise through conferences, online courses, and monthly live CE credit webinars. She is a certified veterinary
journalist and author of five books. Her passion is to help practices like yours thrive and grow through effective communication skills.
You may reach her at wmyers@csvets.com or www.csvets.com.
1. Stapleton-Charles N. Veterinary Clinics: An Alarming 70% Are Battling Staffing Shortages in Healthcare. Weave blog. Available at: https://www.getweave.com/veterinary-clinics-
an-alarming-70-are-battling-staffing-shortages-in-healthcare/?utm_source=email&utm_campaign=january_2022_vpn_eblast_blog&utm_medium=eblast&utm_advertising_
industry=veterinary&utm_advertising_partner=vpn. Accessed June 16, 2022.
2. Payment processing. Covetrus. Available at: https://software.covetrus.com/veterinary-solutions/veterinary-payment-processing/. Accessed June 16, 2022.
3. Greenline Instant Rebates flyer. Data on file with Greenline LLC.
Let's look at two scenarios where you can
speed up the checkout process and eliminate
hassles of front desk checkout.
Discharge appointments: A veterinarian calls a
client after her pet wakes from surgery, explains
details of the procedure, and answers the pet owner's
questions. At the end of the call, he says, "You will
meet with a technician at 4:30 p.m. for your discharge
appointment. My technician will review dental x-rays
and home-care instructions. In a few minutes, you
will receive a text with the invoice and can click for
payment. Thanks for the opportunity to care for
Fluffy." You can shorten discharge appointments
because the client has paid before pickup.
Boarding express checkout: You have 50 boarding
reservations for the upcoming holiday. Eliminate
long lines for pickup on the day after the holiday. On
the morning of pickup, text each client about express
checkout: Max is excited to see you at 3 p.m. today!
We will have his toys and treats packed and ready
to go home. Click here to pay now and get express
checkout. Text us when you arrive, and we will bring
Max to your car.
Payment is the last experience at your veterinary hospital.
Finish strong. Wherever you collect payment, present
invoices to create perception of value for your fees. Have
your team watch my 3-minute video on How to Present an
Invoice at https://youtu.be/bo-Zh2Zo4Lw.
