Employee Orientation and On-boarding Outline 2014 (CAH)

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Standardized orientation program for newly hired employees and interns.

Standardized orientation program for newly hired employees and interns.

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  • 1. Revised 03/06/14 Orientation/On-boarding 1 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 ______ ______
  • 2. Revised 03/06/14 Orientation/On-boarding 2 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: _________________________________ ________________________________________
  • 3. Revised 03/06/14 Orientation/On-boarding 3 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
  • 4. Revised 03/06/14 Orientation/On-boarding 4 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) ______ ______
  • 5. Revised 03/06/14 Orientation/On-boarding 5 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: _______________________________________________________________________________________________________________ _______________________________________________________________________________________________________________
  • 6. Revised 03/06/14 Orientation/On-boarding 6 _______________________________________________________________________________________________________________ _______________________________________________________________________________________________________________ _______________________________________________________________________________________________________________ _______________________________________________________________________________________________________________ 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,..)
  • 7. Revised 03/06/14 Orientation/On-boarding 7 _______________________________________________________________________________________________________________ _______________________________________________________________________________________________________________ _______________________________________________________________________________________________________________ _______________________________________________________________________________________________________________ _______________________________________________________________________________________________________________ _______________________________________________________________________________________________________________ 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: _____________________________________ _______________________________________ _____________________________________ _______________________________________ _____________________________________ _______________________________________ _____________________________________ _______________________________________ _____________________________________ _______________________________________ _____________________________________ _______________________________________ _____________________________________ _______________________________________ _____________________________________ _______________________________________ 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: _______________________________________
  • 8. Revised 03/06/14 Orientation/On-boarding 8 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: _______________________________________
  • 9. Revised 03/06/14 Orientation/On-boarding 9 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 ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ 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 ______ ______
  • 10. Revised 03/06/14 Orientation/On-boarding 10 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: Week 1: _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ Week 2: _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ Week 3: _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ Week 4: _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ Week 5: _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ Week 6: _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ Week 7: _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ Week 8: _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ Misc: _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _______________________________________________________________