1. The Vet Clinic

2. Typical Timeline day practice head tech possible office manager emergency work specialty/teaching

3. 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

4. Reception clean, well organized, inviting, SMELL, comfortable distance between pts, cats?, kids, refreshments barking dogs, fighting, scared animals, bereavement

5. Exam Room comfortable but CLEAN, very organized the exam must go smoothly, well oiled machine different rooms for different pts

6. 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”

7. cleaning

8. The Veterinary Technician

9. tasks of a Vet Tech Appointments stock rooms load a room? pt hx tprw collect samples +/- vax

10. 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

11. drop-offs - CHECK THE RECORD lab work hospitalized patients emergencies house calls boarding other?

12. the healthcare team

13. support staff gained popularity in the last years. it is more efficient for a doctor to only diagnose, prescribe, and perform surgery

14. RVT - registered veterinary technician CVT - certified veterinary technician LVT - licensed veterinary technician DVM - doctor of veterinary medicine CVA - certified veterinary assistant OJT - ?

15. 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

16. hiring, firing, supervising inventory client management (financial, troubleshooting) staff scheduling clinic scheduling accreditation, certification, compliance, inspections, QC, CE, vendors training, staff meetings COMMUNICATION

17. kennel attendants attend to the kennel trained to follow protocols, alert a higher up with any abnormality cleaning possibly cross-trained (usually restraint)

18. 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

19. LVT tech v assistant requirements CVA program through TVMA

20. 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)

21. 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

22. 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

23. Job Descriptions the minimum the maximum evals interviews

24. Hiring who weighs in? yet another review - interviewers are looking for suitability for the job description personality professionalism knowledge experience appearances/impression

25. 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

26. it is unlawful to ask about race, religion, national origin, handicaps, marital status

27. 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

28. 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?

29. How Do Client’s Choose a Doctor for Their Pet?

30. 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

31. 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”

32. 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!

33. 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

34. Appointments vs Walk-Ins Appointments vs Emergency Care Appointements vs Surgery Appointments vs Drop-Offs Appointments vs Staff Schedule

35. 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?

36. miscellaneous terms in-house meds donor animal petty cash employee discount accounts receivable price shopping fair fees