Standardized orientation program for newly hired employees and interns.

1. Revised 03/06/14 Orientation/On-boarding
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Training/On-Boarding Checklist
The 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 & options
Employee 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 procedures
Review 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 Pharmacy
All entrances & exits in the building Hospital Treatment area
Employee parking arrangements Surgical Pack room
Staff mailboxes & file cabinets Special Procedures room
Hospital restroom locations Surgical suite
Locker rooms X-ray room
Drinking fountain Exam rooms
Waiting room
Employee break room Kennels & runs
Location of Office Supplies Pet shop retail product area
Location of cleaning supplies Location of Prescription Food Inventory
Management team offices
Business collateral inventory (ie. Brochures) Hospital Owner’s office
Laboratory & 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: Appointment
Green & white: Tech is needed/Walk-in
Red & White: being Teched or cleaned
Green: Ready for Doctor
Red: Doctor in Room
White: 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 (info@chiquitavet.com) ______ ______
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 records
Ability to create patient record Entering client deposits
Generating new invoice Ability to review/print transactions
Ability to review/print patient history Ability to save invoices temporarily
Ability to save invoices permanently Ability to return & refund
Ability to debit or credit Ability to re-print invoices
Ability to print labels (client & patient) Ability to print forms
Ability to prep rabies vaccines & tags Ability to set/adjust reminders
Ability to manage returns Can access templates for appts
Can update patient records Can update client records
Can pull up an existing estimate Can pull up an old invoice for review
Can 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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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: _____________________________________ Used for: _____________________ Given: _____________________________
Product: _____________________________________ Used for: _____________________ Given: _____________________________
Product: _____________________________________ Used for: _____________________ Given: _____________________________
Product: _____________________________________ Used for: _____________________ Given: _____________________________
Product: _____________________________________ Used for: _____________________ Given: _____________________________
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 Notes
Please 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:
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Misc: _______________________________________________________________
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