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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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Confrontational Clients
3,368 Views - 16 Comments As a 24-hour ER facility we have clients who call and come in worried, upset, nervous, pissed, and frantic. The emotions can run the gamut and sometimes bring a client to behave in an aggressive and co... -
Giving Corrective Actions (Part 3)
1,688 Views - 1 Comments Megan Brashear, CVT, VTS (ECC), and Monica Maxwell, SPHR, discuss corrective actions in a challenging case of technician management. This is the third part of the corrective actions process; see the first...4 min 24 sec
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Blazing New Trails
1,524 Views - 5 Comments I’ve taken a half step away from management in the past month – surrendered my day to day floor management duties to the capable hands of the next wave of technician leadership at DoveLewis... -
Talking to Children About Pet Death
1,957 Views - 3 Comments The death of a beloved family pet is often a child’s first experience with loss. This sad event, when handled in a sensitive manner, is an opportunity to create a healthy foundation for future losse... -
Reception Interviews - Euthanasia Process
6,529 Views - 1 Comments Discussing euthanasia with clients can be difficult and emotional. DoveLewis Client Service Representatives (our version of Receptionist) offer advice from their experiences in dealing with grieving clien...3 min 42 sec
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Reception Interviews - Unhappy Clients
6,837 Views - 0 Comments It’s a fact of life – not every client who walks though your doors will be agreeable with everything. DoveLewis Client Services Representatives (our version of Receptionist) give some tips on how to deal...4 min 12 sec
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When It "Pays Off"
1,501 Views - 2 Comments It makes me so happy when cases work out the way they are supposed to! I recently worked with a client whose dog was hospitalized at DoveLewis for 5.5 days. After thousands of dollars worth of treatmen... -
Facebook Q+A
1,638 Views - 0 Comments Editor's Note: We posted on Facebook asking for suggestions or questions for Enid's blog. Q: Enid! Thank you for being willing to talk about grief and compassion fatigue. If we don... -
Healthy Food
1,409 Views - 5 Comments I recently came across a string on a forum for veterinary professionals about a practice manager that had instituted a “no bad food” policy in her clinic. In fact, she was actually throwi... -
The Good, Bad and Ugly
2,074 Views - 1 Comments Monica Maxwell, SPHR, and Megan Brashear, CVT, VTS(ECC), discuss case summaries of employee management. This talk is specifically RACE-approved for one DVM or one Technician CE credit. This cour...55 min 26 sec
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RACE - 1 Credit
VHMA - 1 Credit
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Sandbox Wars
3,522 Views - 2 Comments Petty arguments between staff can sometimes make you feel like you’re back in the sandbox fighting over toys. Monica Maxwell, SPHR, helps you identify problem personalities and gives tips on how to d...50 min 1 sec
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RACE - 1 Credit
VHMA - 1 Credit
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Fee Setting
2,353 Views - 0 Comments Setting prices for your services can be a daunting challenge. Rona Amadon, CPA, and Christy Michael, BVMS, discuss the science behind fee setting and give you tips for your own practice. This talk...57 min 31 sec
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RACE - 1 Credit
VHMA - 1 Credit
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Cynical Training Stories
1,826 Views - 2 Comments Why is it that when you need to train a new employee, the flow of the hospital is NEVER ideal? As soon as I welcome a potential technician for a working interview or get that new tech on the floor for the... -
Taking Time Off
1,215 Views - 1 Comments Coming back from vacation is SO hard - getting back into your routine, waking up to an alarm, not having a beer for breakfast… I’m just kidding (or am I?). Really though, the worst part for me i... -
My Job in a Nutshell
1,959 Views - 2 Comments My job consists of two main parts: auditing the charts of the patients currently in hospital and updating clients on their pet’s charges. Here is a short (really, who wants to listen to... -
Giving Corrective Actions (Part 2)
1,831 Views - 0 Comments Megan Brashear, CVT, VTS (ECC), and Monica Maxwell, SPHR, discuss corrective actions in a challenging case of technician management. This is the second part of the corrective actions process; see the firs...4 min 51 sec
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Lifters and Leaners
3,364 Views - 0 Comments CEO of DoveLewis, Ron Morgan, discusses employee engagement and managing lifters and leaners in your practice. This talk is specifically RACE-approved for one DVM or one Technician CE credit. Th...57 min 9 sec
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RACE - 1 Credit
VHMA - 1 Credit
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5 Tips for Hiring Veterinary Receptionists: 5/5
1,270 Views - 3 Comments Tip #5: Foster an atmosphere of learning in hospital. This is vital for a successful on-boarding of a new hire, no matter what the position. A receptionist new to the industry will have many question... -
5 Tips for Hiring Veterinary Receptionists: 4/5
1,206 Views - 0 Comments Tip #4: New hires won’t remember everything shown to them in the “training” period (nobody could). Our new receptionists have 80 hours of focused training before they work on the floor by themselves... -
5 Tips for Hiring Veterinary Receptionists: 3/5
864 Views - 0 Comments Tip #3: You can’t teach and train for every possible situation. When a new hire is training there is so much to go over: check-in procedure, referral process, call-backs, common phone quest... -
5 Tips for Hiring Receptionists: 2/5
967 Views - 0 Comments Tip #2: Communication and compassion trump all. The applicant who is a solid, clear communicator and can discuss difficult topics in a professional and compassionate way always wins. Team members at the f... -
5 Tips for Hiring Receptionists: 1/5
1,182 Views - 0 Comments Hiring a new receptionist into the hospital is always a huge investment of time and energy and even more so when the new hire is green to the veterinary industry but a fresh perspective can be an essentia... -
Giving Corrective Actions
2,430 Views - 2 Comments Megan Brashear, CVT, VTS(ECC), and Monica Maxwell, SPHR, discuss corrective actions in a challenging case of technician management.4 min 23 sec
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Policies
1,703 Views - 2 Comments Here’s a quote from our old employee manual: Employees are expected to be at work on time, stay until their workday ends, and to do the work assigned or requested of them. If an employee is u... -
Welcome to Management
958 Views - 4 Comments Welcome to management! Your priority is not to make friends or be liked. The sooner you accept that fact, the better off you’ll be. Knowing that, your number one priority is to help you... -
The Reality of Medical Inventory
5,071 Views - 5 Comments Many of us have experienced the frustration of dealing with the revolving door of drugs or inventory items that are in short supply, on backorder, or have been discontinued. Within the past two years we'v... -
Compassion Fatigue
10,841 Views - 8 Comments Did you know that caring too much can hurt? When veterinary staff members are exposed to others pain, they can succumb to symptoms associated with the secondary traumatic stress disorder now labeled... -
Group Health Insurance
3,080 Views - 0 Comments Who knew when you signed up for vet clinic management that you would be signing on for a multitude of fun tasks, like choosing the group health insurance for your associates and support staff?... -
Are We Lifters or Leaners?
9,107 Views - 9 Comments At DoveLewis, we do a lot of work trying to understand the different personality types we have on staff. We have done so much work with individuals and teams that we could have our own section on the... -
The Importance of Empowerment
2,011 Views - 0 Comments Hospital Managers, Head Technicians, Shift Supervisors – all of these managers are making important decisions for employees. Or are they? Empowering your managers is an important step in creating a...5 min 23 sec
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Creating a Training Program
2,485 Views - 3 Comments Megan Brashear, CVT, VTS(ECC), and Monica Maxwell, SPHR, discuss the importance of creating a training program for your veterinary staff and give some tips to get started on this monumental...5 min 21 sec
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Utilizing Team Interviews
841 Views - 0 Comments While team interviews are a valid and helpful way to choose a new employee there are some pitfalls and some rules to think about. Monica Maxwell, SPHR, and Marketing Manager, Tiffini Mueller, discuss...8 min 10 sec
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Recruiting 101
8,509 Views - 1 Comments Managers often talk about hiring like it’s a game of craps. If you get a good employee, you hit the lottery, a bad one – tough luck. I actually think of the hiring process a lot more like dating than gamb... -
Performance Evaluations
4,477 Views - 6 Comments Performance evaluations are easily one of the most dreaded practices of management, probably right after terminations and discussions about body odor. They are so dreaded, in fact, that I get emails at le... -
Does Your Practice Google?
2,885 Views - 1 Comments Would you hire a Technician that bashed their former employer on Facebook? How about if they posted pictures of themselves taking body shots at a bar? Googling potential new members of your practice... -
Every Technician a Teacher
3,991 Views - 5 Comments As I reflect on my favorite parts of my job the aspect of teaching and training rises to the top. As technicians, we have opportunities to teach every day and those opportunities can lead to the greatest...
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