There’s a common misconception among the front desk team when Instinct arrives at a new practice. We often hear questions like, “This will be great for the doctors and nurses, but how can it be useful for us?”
Great question! Instinct isn’t just for the medical team—it’s a game-changer for everyone on staff.
Even though Instinct is known as a veterinary practice management and treatment software, it also offers tools that make life easier for the front desk—features many might look for in veterinary front desk software.
Client service representatives (CSRs) play a pivotal role in a veterinary hospital. They’re often the first point of contact for pet owners, and confident, informed communication is key. Here’s how Instinct empowers the front desk team with the tools and visibility they need to shine.
Patient Status Board
Who is seeing Fluffy? What room are they in? Should I call mom or dad?
These questions are often difficult for front desk staff to answer confidently without some detective work. But with Instinct, patient information is centralized for easy access on one clear Status Board.
When a worried pet owner comes rushing through the door, you can instantly see where their pet is, which doctor is handling the case, and reassure them that their pet is in good hands.
Triage Tags
How much longer until Fluffy is seen?
Front desk staff dread this question, and medical teams often hate answering it—but it’s one every waiting pet owner needs to ask.
With Triage Tags in Instinct, the front desk can easily see the order in which patients will be seen. This allows CSRs to provide accurate, timely updates—without needing to interrupt the busy medical team.
Ready To Go/Ready To Admit
Is my pet with the doctor now?
When a pet owner checks in to ask what’s next, it can send the front desk on a mission to find someone with answers.
Instinct’s Ready To Go and Ready To Admit flags make this process effortless. With just a glance, the front desk can see whether it’s time to prepare discharge paperwork or start admission documents. It’s smoother communication for everyone.
Care Team Listing
How’s Fluffy doing?
When owners call for updates, it’s not always easy to know who has the most current information.
Instinct’s Care Team feature lists every staff member associated with a patient, so the front desk always knows who to connect with—no more detective work or guesswork.
Predictive Billing
What’s my bill going to be if you do the treatment?
Front desk staff often help pet owners understand their invoices or estimates. With predictive billing in Instinct, they can quickly see up-to-date cost estimates or projected totals—without needing to manually calculate or interrupt care.
Note: It’s best to briefly consult with the medical team prior to giving these quotes, as treatment plans can change easily.
Invoice Audit Tool
Even the most detail-oriented CSR can miss a charge when reviewing invoices. Instinct’s Invoice Audit Tool helps catch missed services automatically, simplifying the checkout process and saving time for both staff and clients. Check out our free guide on turning missed charges into recovered revenue.
Your Own To Do List of Patients
Instinct has a My Board feature that was primarily built to be an easy location for doctors to see all patients checked in under their initials. But support staff can utilize the My Board as a to-do list, too!
Maybe you need to remember to submit insurance, send records to a referring veterinarian, or call an owner to check in on a patient. Whatever it is, you can pin patients to My Board, creating a running list of patients you need to address something for.
Patients can be pinned by any staff member, and multiple staff can pin the same patients (no one else will see who you’ve pinned). The greatest thing about pinning is the patient does not need to be checked in to be added to the list.
An informed CSR is a confident CSR—and confident communication builds trust with clients, especially in stressful moments.
While Instinct was originally built to modernize treatment sheets, it’s evolved into a complete solution that helps every role in the hospital thrive—from the treatment area to the front desk.
