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Manager: Managing a practice isn’t easy. You’re constantly pulled in every direction. We offer practical advice on all aspects of your work, plus the tools to train all members of your team.
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Breaking the "Sink or Swim" Mentality
257 Views - 1 Comments Creating a training structure is a tedious, time consuming process, but it saves time and provides value for both you and your staff in the long run. Learn from Chief Administrative Officer Monica Maxwel...50 min 29 sec
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VHMA - 1 Credit
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Reducing Turnover by Increasing Engagement
271 Views - 0 Comments The country is dealing with record low unemployment rates. Economically and for the citizens of the US, this is positive news. For employers it does make hiring and retention more challenging.... -
Email Etiquette- Do’s and Don’ts
512 Views - 0 Comments There are a lot of ways to communicate these days. Phone calls, text messages, instant messages, email, direct mail-- the list goes on. While it’s important to note how your clients prefer to be communica... -
Resources for Seamless Client Communication
383 Views - 0 Comments Did you know that starting out the day with a team huddle can increase internal communication and lead to a better client experience? Learn from Sarah Parker, CMA (AAMA), from the Medical Society of Metro...4 min 53 sec
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Handling Client Complaints
726 Views - 0 Comments Handling client complaints can be draining from the start. Prior to working with the client, you should have already started your research on the issue, have notes on hand, and your team shoul... -
De-Escalating Clients in a Busy Lobby
581 Views - 0 Comments Working with an escalated client can be awkward and uncomfortable, especially in front of other customers. Learn from Client Relations Specialist, Rena Alexander, and Client Liaison, Cy Torrey, about tips...3 min 49 sec
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Why We Stay Open
856 Views - 0 Comments We learned recently that some local emergency hospitals are sending their patients to DoveLewis in an attempt to manage their own caseloads. We get it—when you combine factors like a national hiring short... -
Glo Germ: A Staff Training Tool
993 Views - 0 Comments Here at DoveLewis, we take all things cleaning very seriously. It’s important that every staff member is up to date on our latest cleaning protocols. While it can be time consuming to spend time with each... -
Celebrating the Holidays Without Your Animal Companion
601 Views - 0 Comments As the holidays are approaching, Enid Traisman, MSW, CT, and Director of the DoveLewis Pet Loss Support Program, reviews ways that you can honor your pet during the holiday season. These tips can al... -
Providing Value to Your Clients
506 Views - 0 Comments Providing value starts before a client even makes contact with your practice. Learn from Cheryl Latta, Human Resources Manager at DoveLewis, about what clients actually value at your clinic and ways to im...51 min 58 sec
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VHMA - 1 Credit
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The Changing Veterinary Client
403 Views - 0 Comments Client needs are shifting. Learn from Ron Morgan, DoveLewis CEO, about trends and the upcoming changes in customer service. This course has been approved by the Certified Veterinary Practice Manager...50 min 16 sec
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VHMA - 1 Credit
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Finding Balance: Managing and Coaching
509 Views - 0 Comments What is coaching, and how is it different than managing? Learn from Christy Michael, BVMS, about the importance of integrating a coaching mentality into your practice. This course has been approved b...52 min 1 sec
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VHMA - 1 Credit
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Treating Employees as Clients
557 Views - 0 Comments Chief Administrative Officer, Monica Maxwell, SPHR, SHRM-SCP discusses how employee well-being and engagement make a large impact on your hospital. Monica also reviews strategies for managing millennials...50 min 50 sec
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VHMA - 1 Credit
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Workplace Bullying
1,737 Views - 0 Comments Bullying between staff members can be hard to identify. Learn from Cheryl Latta, DoveLewis Human Resources Manager, about how to recognize bullying behaviors and prevent it from happening.4 min 52 sec
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Talent Wars: How to Attract and Retain Talent
1,454 Views - 0 Comments The job market has changed. Certified Veterinary Technicians are difficult to find and retain. In this article, Monica Maxwell discusses why CVT recruiting is so difficult and strategies to help clinics a... -
Staff Transition to Management: Part II
761 Views - 0 Comments Continuing from Staff Transition to Management: Part I, Cheryl Latta, DoveLewis Human Resources Manager, reviews common difficulties that new managers face and tips for making the most of your new promoti... -
Staff Transition to Management: Part I
994 Views - 0 Comments Cheryl Latta, DoveLewis Human Resources Manager, talks about the difficulties that can come with a promotion to management, and tips for handling new responsibilities.3 min 28 sec
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Introducing a Client Liaison Position
1,070 Views - 0 Comments Anthony Strode and Cy Torrey, DoveLewis Client Liaisons, discuss the importance of providing great client experiences through their new positions as Client Liaisons. Learn how they are taking customer ser...3 min 38 sec
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Thank You, and Good Job
1,181 Views - 1 Comments Being a veterinarian is exhausting, isn't it? We need to care about so many things! I need to care about that blocked cat whose owners can't afford treatment. I need to care about that dog with pulmona... -
Is Your Hospital Ready for Higher Wages?
570 Views - 0 Comments DoveLewis CEO, Ron Morgan, and Chief Administrative Officer, Monica Maxwell, discuss how they are managing minimum wage and decompression at DoveLewis Emergency Animal Hospital.6 min 1 sec
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Managing Sexual Harassment Claims
698 Views - 0 Comments Sexual harassment is a topic we all need to be aware of. Learn from Cheryl Latta, Human Resources Manager, about handling sexual harassment in your clinic and how to take appropriate action. Download...3 min 44 sec
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Workplace Grief - Making a Memorial Table
1,666 Views - 0 Comments March is Wellness Month at DoveLewis! Join Enid Traisman, Pet Loss Support Director, and Chelsea Lincoln, Special Accounts Coordinator, to learn about creating memorial tables to support your colleagues....2 min 16 sec
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Veterinary Interview Prep
1,734 Views - 2 Comments Whether you are applying for a position in a new city, or promotion at your current hospital, there are a few tips you should keep in mind. Cheryl Latta, DoveLewis Human Resources Manager, discusses how t...2 min 35 sec
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Managing a 24/7 Facility: How to Survive and Thrive
1,510 Views - 0 Comments In this lecture, Monica Maxwell, SPHR, covers the realities of management in a “city that never sleeps” and give tips on how to survive and thrive. This course has been approved by the Certified Ve...1 hour 13 min
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VHMA - 1 Credit
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How to Address Mental Health Concerns
2,974 Views - 0 Comments Chief Human Resources Officer, Monica Maxwell, and HR Generalist, Cheryl Latta, address culture issues and signs managers should look out for when it comes to burn out and depression.4 min 37 sec
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Let’s Talk About Suicide Awareness
2,069 Views - 0 Comments Live Again co-founder, Eric Snyder, comes to DoveLewis to talk with HR Generalist, Cheryl Latta, about suicide awareness and prevention. Resources mentioned in this video: National Suicide Prevention...9 min 13 sec
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Disaster Relief in the Veterinary Community
1,712 Views - 1 Comments Natural disasters impact thousands of pets and veterinary hospitals each year. Christy Michael, BVMS, discusses ways to help your local and national veterinary community. Dr. Michael also recommends relie...5 min 22 sec
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Talking to Unhappy Clients on the Phone
5,047 Views - 0 Comments Former DoveLewis Client Service Representative, Kaitlyn Sanborn, discusses helpful tips and strategies for talking to unhappy clients over the phone.3 min 36 sec
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Can You Fire for Free Speech?
2,130 Views - 0 Comments DoveLewis CEO Ron Mogan and Chief Human Resources Officer Monica Maxwell discuss the controversial firing of an employee at Google.4 min 27 sec
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That's Not My Name
1,143 Views - 0 Comments Tell me about a time that you faced a challenge or obstacle in your career. What happened? (Maybe this challenge had to do with running your business, working with a client, or a side of veterinary care t... -
Terminations: Breaking up Is Hard to Do
1,339 Views - 0 Comments Terminating an employee can be one of the most difficult decisions you as a practice manager or clinic owner have to make. In this session, Monica Maxwell, SPHR, explains why terminating toxic employees...1 hour 8 min
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VHMA - 1 Credit
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DoveLewis Phone Room: A Quest for a Quiet Lobby
2,284 Views - 7 Comments As a leader at DoveLewis, one of my main focuses is to ensure Dove employees have the tools and resources they need to perform their jobs. Over the last few years, Dove has gone through a tremendous amoun... -
Dog Bite Prevention Week at DoveLewis: Who, When and Why
5,720 Views - 0 Comments It’s National Dog Bite Prevention week! As the Safety Manager at DoveLewis, animal bites are always at the front of my proverbial stove. I would like to say that we have a zero bite record, but that would... -
April Fools'! Safety Considerations for Dangerous Animals
4,469 Views - 1 Comments In this unusual case, Coby Richter, DVM, DACVS, discusses safety tips and best practices when working with potentially dangerous animals.2 min 6 sec
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Top Five HR Mistakes and How to Avoid Them
1,566 Views - 0 Comments Tell strangers on a plane you are in management and chances are they wrinkle their nose a bit and make a face. Try telling a stranger you’re in HR. They look at you like you announced you are an IRS audit... -
Wellness Month: Year 2
1,036 Views - 0 Comments Here I am again: another year down and another wellness month to plan. First off, I have to say this is far less scary than it was last year. Let’s start with last year. What went well? What did sta... -
Powdered Glove Ban
2,892 Views - 6 Comments While I am not excited about transitioning away from gloves that work really well for me in surgery, this shift away from powdered gloves gets my full support. Honestly, I’m surprised it took until 2017 f... -
No Experience Required? My First Job in the Veterinary Field
2,979 Views - 2 Comments As my college graduation was nearing, I knew I needed to look for a job. At the time I was considering graduate school to pursue a career in human medicine, but I didn’t feel ready to go to more school so... -
How We Stayed Social in 2016
6,023 Views - 0 Comments Social media isn’t going away. It’s growing at exponential rates around the world, and this is good news for veterinary medicine! A new avenue to educate clients and create growth opportunities? Yes, plea... -
7 Tips for Happy Pets on Halloween
2,388 Views - 1 Comments Guest blogger and behavior specialist, Jenn Fiendish, CVT, VTS (Behavior), discusses important things to keep in mind while educating clients this Halloween: We all know the dangers of chocolate and pe... -
When Society Labels You a Killer
3,532 Views - 7 Comments UPDATE: The Quebec Court of Appeal has lifted the temporary suspension of Montreal’s pitbull ban, putting the bylaw into effect. Pit Bulls have recently been all over the news as the target of a contro... -
Hiring CSRs: What Do Clinics Look For?
2,796 Views - 4 Comments Let’s face it. Hiring veterinary staff is challenging. Sure, it depends on the role: Certified / Licensed Technicians are like unicorns these days. You know they exist but you can never find them in... -
Keeping Up With Rapid Changes in HR
1,949 Views - 0 Comments In this lecture, Monica Maxwell, SPHR, discusses the changing laws and trends that all practice managers need to be aware of. This course has been approved by the Certified Veterinary Practice Manager...56 min 7 sec
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VHMA - 1 Credit
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Tiny Talk – Critical Thinking
7,775 Views - 0 Comments Christy Michael, BVMS, describes critical thinking and why it is such a vital skill for everyone on the veterinary team.14 min 33 sec
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From CVT to CSR to CVT Again... A Journey
3,839 Views - 9 Comments I have been a CVT for just over 2 years now, the majority of that time spent in emergency medicine. During a late night in the ER I tried to take on a dog that was just a little too much for me,... -
Adopting Special Needs Cats
2,747 Views - 3 Comments If you have read my previous blogs then you are aware of my addiction to caregiving and that I tried to stop rescuing. I did my best to stop but the special needs cats always pull so hard on my heartstrin... -
My Approach to Customer Service: Client Advocacy
2,831 Views - 0 Comments A few months ago, I was out to dinner and was approached by a woman who seemed to recognize me; she asked if I worked for DoveLewis. I told her that I did, and she then gave me a hug and thanked me for he... -
Adapting to the Technician Shortage
5,842 Views - 15 Comments This year I helped make a decision that caused a considerable amount of strife among the DoveLewis technician staff and even anger and disappointment for a few of my most senior technicians. No one... -
The Gender Pay Gap
2,085 Views - 0 Comments DoveLewis is comprised of 85% females. While this is true for most clinics in the veterinary industry, we also have an unusually high number of females in Leadership positions: four of our six top l... -
Cleaning Checklists
8,376 Views - 2 Comments DoveLewis Technician Assistant, Leilani Baker, gives an overview of the cleaning checklists and why this system is important in any hospital. A sample cleaning checklist is available for downloa...2 min 9 sec
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