Typical Timeline • day practice • head tech • possible office manager • emergency work • specialty/teaching
Parts of the Vet Clinic • sign - show the location, generate clientele, detail services, hours, phone number • outside - well kept, clean (poop scoop!) - make are clients know when their pet will need a sample • reception area - one of the most critical parts of the clinic
Reception • clean, well organized, inviting, SMELL, comfortable • distance between pts, cats?, kids, refreshments • barking dogs, fighting, scared animals, bereavement
Exam Room • comfortable but CLEAN, very organized • the exam must go smoothly, well oiled machine • different rooms for different pts
which areas of the clinic will client’s see? • “take him to the back and draw some blood” • “recheck exam” • “fecal” • “negative fecal” • “put him down” • “put him to sleep” • “pull a tooth”
tasks of a Vet Tech • Appointments • stock rooms • load a room? • pt hx • tprw • collect samples • +/- vax
ANTICIPATE - make a DVMs job easier, make things go smoother, suggest things that maybe are not being considered • assist DVM during exam • charges • Rx • discharge instructions • follow-up today, tomorrow, 10 days, 1 yr
drop-offs - CHECK THE RECORD • lab work • hospitalized patients • emergencies • house calls • boarding • other?
support staff • gained popularity in the last years. it is more efficient for a doctor to only diagnose, prescribe, and perform surgery
RVT - registered veterinary technician • CVT - certified veterinary technician • LVT - licensed veterinary technician • DVM - doctor of veterinary medicine • CVA - certified veterinary assistant • OJT - ?
Office Manager - Practice Manager • usually credentialed • orchestrate everything (even DVMs?) to ensure the most efficient and profitable practice is maintained • develops the mission statement and plan for growth • unites doctors and staff to work well together an meet practice goals • marketing
hiring, firing, supervising • inventory • client management (financial, troubleshooting) • staff scheduling • clinic scheduling • accreditation, certification, compliance, inspections, QC, CE, vendors • training, staff meetings • COMMUNICATION
kennel attendants • attend to the kennel • trained to follow protocols, alert a higher up with any abnormality • cleaning • possibly cross-trained (usually restraint)
Receptionists • BY FAR the most difficult job in the clinic • make or break a practice • customer service, communication, friendliness, helpfulness, organize appts, • handle fees, billings, cash drawers, insurance, Care Credit, records • communication with the team, between clients and the team • an excellent receptionist can steer the entire day
LVT • tech v assistant • requirements • CVA program through TVMA
Head Tech/Tech Manager - cross-training, staff directions (doling out responsibilities) • Tech Specialists - approved through NAVTA • extra schooling and passing an additional set of board exams • VTS - veterinary technician specialists • ie Ryan Kutzler, LVT VTS (ECC, SAIM)
the Academy of Veterinary … • Dental Technicians • Technician Anesthetists • Internal Medicine for Veterinary Technicians • Emergency and Critical Care Technicians • Behavior Technicians • Zoological Medicine Technicians • Equine Veterinary Nursing Technicians • Surgical Technicians • Technicians in Clinical Practice • Clinical Pathology Technicians
A great technician is used to help develop the vision of the practice. the doctor’s right hand • a GREAT technician MUST • care where the clinic is going • WANT to learn more • be efficient and organized • have problem-solving skills • be a part of the evolving standard of care
Job Descriptions • the minimum • the maximum • evals • interviews
Hiring • who weighs in? • yet another review - interviewers are looking for • suitability for the job description • personality • professionalism • knowledge • experience • appearances/impression
steps in hiring • analyze the job requirements • develop job description • announce/advertise position • review applications/resumes • rank candidates for interview • interview everyone you are going to • make final selection / check references • offer the job/salary • establish start date • orientation on day one / start training, etc
it is unlawful to ask about race, religion, national origin, handicaps, marital status
acceptable questions • describe your previous position • describe your best/worst boss • what did you like least/most about a previous position • what special skills do you have to apply to this position • what are your short-term and long-term goals
acceptable questions • what accomplishments are you most proud of • how do you feel about constructive criticism and formal evaluation • how do you feel about being on-call • can you work weekends and holidays (hopefully they will give details) • what are your strengths and weaknesses • DO YOU HAVE ANY QUESTIONS FOR US?
Location • word of mouth - brave new world of Yelp, Social Media • now they have probably selected where to start going - let’s keep them here
DVM and Staff are friendly and caring • pet is handled gently • genuine concern for the animal • COMMUNICATION • professional knowledge • cost - money’s worth • client’s perception of the “medicine”
your attitude toward a client will come through • “enthusiasm is caught, not taught” • “don’t let your busyness interfere with your business” • a client must know that you are happy their pet is there • a client must know their pet is happy there • BY FAR the most common way you will know a client is unhappy is never seeing them again • NEVER JUDGE A BOOK BY ITS COVER!
wait times are always a concern and can always be improved • keep the doctor going • take as much off the DVMs plate as possible • keep the client informed • get things ready before you are asked to - ANTICIPATE
Appointments vs Walk-Ins • Appointments vs Emergency Care • Appointements vs Surgery • Appointments vs Drop-Offs • Appointments vs Staff Schedule
payroll is related to how much the clinic brings in and how much it spends - equally • are you the equivalent of one person, 2 people, less than one person? • how much money do you cost? • are clients their to see you?
miscellaneous terms • in-house meds • donor animal • petty cash • employee discount • accounts receivable • price shopping • fair fees