It’s a Monday morning at our clinic, and the phones are ringing off the hook. A client is at the front desk checking in their nervous dog, while another is calling to reschedule an appointment. A pet food vendor drops by with a delivery, and a technician needs help tracking down a patient’s records from a referring clinic. The front desk team is juggling multiple tasks simultaneously, doing their best to keep everything running smoothly, but in the chaos of a busy clinic, small details can easily slip through the cracks. Now, imagine the same morning with AI tools in place: automated transcripts of phone calls, a system pulling and summarizing patient records, and digitized client consent forms. With AI handling many repetitive administrative tasks, the front desk team can focus on what they do best—helping clients and ensuring pets get the care they need. AI tools can help reduce administrative burdens on front desk staff, enhancing their efficiency and quality of service. Photo courtesy ScribbleVet Improving documentation Client communication is one of the most important aspects of veterinary care, and the front desk staff is responsible for handling a large volume of phone calls. Our clinic uses an AI-powered call summarization tool that has been a game-changer. Transcribing and summarizing calls. AI listens to phone conversations and generates concise summaries, capturing key details, such as appointment requests, medication refills, and client concerns. This is especially useful when our front desk staff multitasks, ensuring no important details are missed. Reducing human error. Before we implemented AI, it was easy to mishear a medication name or forget to log a client request. Now, AI-generated summaries improve accuracy and serve as a safety net for our team. Saving time. Instead of manually entering notes into our practice management software, we rely on AI-generated summaries that integrate directly into our software, allowing us to move on to the next task efficiently. By reducing the manual burden of notetaking, AI allows our front desk staff to focus more on client interactions and less on administrative tasks, ultimately improving service quality and operational efficiency. Additionally, minimizing repetitive documentation can help increase job satisfaction by cutting down on tedious busy work. Recording client consent With the growing adoption of AI-driven documentation tools in veterinary clinics, obtaining client consent for recording visits has become an essential step. Our front desk team plays a critical role in ensuring compliance with regulations and ethical considerations. When booking an appointment, they explain to clients that AI allows veterinarians to focus more on their pet and less on notetaking, helping enhance the quality of care. To ensure a smooth implementation, we recommend three key strategies for setting up a front desk team for success: Embed consent at check-in. Incorporate a written consent form into the standard check-in process, making it a seamless part of the client’s visit. Most AI-recording tools provide sample consent templates that can be adapted to fit your clinic’s needs. Equip staff with client-facing FAQs. Develop a quick-reference guide addressing common client concerns, including data privacy and security, handling of nonmedically relevant conversations, and the benefits of AI tools for both veterinary staff and pet owners. This proactive approach transforms potential objections into opportunities to build trust and enhance transparency. Master local consent laws. Ensure your team understands state-specific regulations regarding recording conversations (e.g. one-party vs. two-party consent). Regular training sessions and legal updates keep compliance top-of-mind and help protect a clinic from liability. When clients arrive, the front desk team ensures they sign a consent form for recording and reassures those who decline their choice is respected. This streamlined process can help foster trust and client confidence in the practice’s technological advancements. Summarizing records before visits Veterinarians rely on comprehensive patient histories to provide the best possible care. However, sorting through pages of records before an appointment can be time-consuming. Our clinic has integrated AI to assist the front desk in summarizing uploaded veterinary records, making it easier to prepare for visits. Each morning, the front desk staff begins by reviewing the day’s appointments and ensuring our AI scribe is set up for the schedule. For new patients, ER rechecks, and referral cases, the front desk uploads relevant medical records into our AI-powered summarization tool. This system enhances efficiency by: Extracting key information. AI scans uploaded documents and highlights crucial details, such as previous diagnoses, medication history, and lab results. Standardizing summaries. AI-generated summaries maintain consistency, making it easier for veterinarians to review critical information quickly. Reducing pre-visit preparation time. Instead of manually combing through extensive records, veterinarians receive concise, AI-generated summaries that allow them to focus more on patient care. This AI-driven approach has been invaluable in ensuring our veterinarians enter the exam room fully informed without spending excessive time navigating complex medical histories. Automating PIMS Some staff members may have concerns about integrating AI into their workflow, worrying it may be too complex or disruptive. However, it is important to recognize AI is simply the next step in an ongoing evolution. Many clinics, including ours, already rely on automated scheduling systems within their practice information management systems (PIMS) to set reminders for follow-ups, vaccines, and other essential tasks. Transitioning from paper records to computerized systems was once a significant change, but it ultimately improved efficiency. Similarly, AI enhances existing workflows rather than replacing them. By recognizing AI is an extension of the technology they already use, our front desk staff members have felt more comfortable adopting these tools, knowing they are designed to enhance efficiency rather than create additional complexity. As a result, the front desk staff is not overwhelmed—they are engaged and focused on assisting clients and patients. The veterinary front desk is the backbone of a well-functioning practice, and AI has the potential to revolutionize its efficiency. As technology continues to evolve, integrating AI into front desk operations will not only streamline tasks but also elevate the overall veterinary client experience. Kat Reardon, DVM, is a practicing relief veterinarian and lead veterinarian at ScribbleVet, an AI scribe for veterinary professionals. Dr. Reardon leverages her experience across diverse clinics to design prompts and fine-tune tools for clinical accuracy, driving real-world AI scribe adoption in veterinary practice.
