Receptionist: We understand the challenges of client service. Our videos and articles are from real people, in your shoes, with the knowledge to help you in your practice.

  • Taking Payments and Closing Books

    25 Views - 0 Comments Client Service Representative at DoveLewis, Kaitlyn Sanborn, discusses best practices on taking payments and closing books at the end of your shift. Download Cash Verification Sheet

    3 min 19 sec

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  • DoveLewis Phone Room: A Quest for a Quiet Lobby

    296 Views - 2 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...
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  • April Fools'! Safety Considerations for Dangerous Animals

    1,047 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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  • Talking to Clients with Financial Concerns

    1,054 Views - 0 Comments Client Service Representative at DoveLewis, Beth Ann Flick, discusses important considerations when talking to clients about financial policies over the phone

    1 min 55 sec

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  • No Experience Required? My First Job in the Veterinary Field

    832 Views - 0 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...
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  • How We Stayed Social in 2016

    1,619 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...
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  • 7 Tips for Happy Pets on Halloween

    889 Views - 0 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...
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  • When Society Labels You a Killer

    1,780 Views - 5 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...
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  • Hiring CSRs: What Do Clinics Look For?

    1,509 Views - 2 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...
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  • Tiny Talk – Critical Thinking

    3,738 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

    2,156 Views - 5 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,...
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  • Adopting Special Needs Cats

    1,402 Views - 2 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...
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  • My Approach to Customer Service: Client Advocacy

    1,537 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...
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  • For Most Americans

    623 Views - 0 Comments For most Americans, the Fourth of July holiday is a time for celebration.  People look forward to having a day off from work, spending time with family and friends, and of course, watching those fire...
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  • Dog Bite Prevention Q & A

    5,932 Views - 0 Comments DoveLewis Safety Manager Coby Richter answers some common questions about dog bite prevention. She discusses important precautions that all of our staff members take and how our policy regarding...
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  • CSR Appreciation

    1,052 Views - 2 Comments It’s Client Service Representative Appreciation Week at DoveLewis! What does this mean? Our hospital spends a full week showering our amazing CSR staff with the attention they deserve and highlighting the...
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  • Hidden Talents of Receptionists

    5,496 Views - 2 Comments This week is “CSR Appreciation Week” at DoveLewis. Client Service Representatives maintain a very important role in the hospital. I worked on the floor as a CSR for a little over a year and I am very exci...
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  • Is There a Cure for When You’re a Workaholic?

    2,153 Views - 5 Comments Is there a cure when you’re a workaholic? I am a workaholic. I come from a long line of focused, hardworking people who lived their lives with determined energy. And honestly, for many of my ancestors...
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  • Never Stop Learning

    3,590 Views - 8 Comments This is a mantra here at atdove.org. It’s one of the main reasons for the development of this website and why I have spent the last 5 years working to create the videos and articles found here – because I...
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  • Spring Weather Preparedness

    3,144 Views - 0 Comments Spring Has Sprung! Watch Out for Wild Weather! Tornadoes, lightning, floods, rip currents and early season heat - spring dangers rampage across the United States throughout March, April and May. And th...
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  • How We Keep Our Dogs From Barking

    4,899 Views - 4 Comments We’ve been doing yoga, coloring sheets, having healthy snacks, and taking extra time for ourselves because it’s self-care month at DoveLewis. But there’s one topic that’s got us al...
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  • My Fear of Wellness Month

    1,999 Views - 6 Comments Let’s start with the basics: I’m new to my employer and have been with the company for 90 days. I’ve been put in charge of spearheading Wellness and Self Care Month for our 115 employees. Now the compl...
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  • Veterinary View of the Holidays

    2,085 Views - 1 Comments The memes have started: pancreatitis- turkey bone- foreign body removal- chocolate toxicity. It’s how we know the holiday season is upon us. Of course these memes are funny, because they are true. During...
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  • Phone Triage

    5,853 Views - 0 Comments Monica Maxwell, SPHR, sits down with Client Service Representative, Kaitlyn Sanborn, to discuss how the front desk handles phone triage and when to involve the technician team with answering medical...

    4 min 50 sec

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  • Present Tense

    1,844 Views - 10 Comments It’s a quiz on Facebook. It’s a plot point in every time travel movie. The thought of it might keep you awake at night. Do you want to know the day that you’ll die? Do you want to plan? Have time to trave...
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  • Do You Have Goals and Motivation?

    1,806 Views - 1 Comments Motivation in veterinary medicine can be a tricky thing. The problem with motivation is that it’s different for everyone. We all have different goals and what pushes us to reach those goals will vary by p...
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  • Working in a Fishbowl Environment

    3,732 Views - 0 Comments Client Service Representative at DoveLewis, Kaitlyn Sanborn, talks with Monica Maxwell, SPHR, about the challenges of always being “on” while working at the front desk in full view of clients. Communicati...

    7 min 20 sec

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  • Patient Confidentiality

    3,314 Views - 1 Comments Client Service Representative at DoveLewis, Kaitlyn Sanborn, and Monica Maxwell, SPHR, discuss the patient confidentiality policy in the hospital and how to go about educating clients to this policy....

    6 min 16 sec

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  • Just Me and the Cats

    1,454 Views - 0 Comments Growing up, my siblings and I were animal lovers but never had many pets. We had to relocate often due to my dad’s Coast Guard career, and my parents were understandably wary of adding animals to our very...
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  • Dealing with Difficult Clients

    4,541 Views - 2 Comments DoveLewis Client Service Representative, Kaitlyn Sanborn, sits down with Monica Maxwell, SPHR, to discuss the various stresses on clients in emergency situations, and to talk about best practices for...

    7 min 15 sec

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  • When to Say Goodbye

    1,606 Views - 1 Comments My recent experience saying goodbye to our pug Lucy led me to the DoveLewis Pet Loss Support Program and Enid Traisman, program director and certified grief counselor. Ron: I work in a building where...
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  • Can vs. Should

    1,541 Views - 8 Comments Just because we can doesn’t mean we should… Those words are heard in ICUs around the country – for animal and people alike. We have reached a point where medicine can do amazing things, but it may not...
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  • Providing Top Notch Customer Service

    8,868 Views - 3 Comments At DoveLewis we live and work in a 24-hour world where clients arrive at all hours in a variety of mental and emotional states. This helps keep us on our toes, but constantly dealing with the unknown...
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  • More Common Than Abuse

    1,646 Views - 1 Comments Veterinarians have to keep everybody happy. We have to keep the patients happy so they won't bite or kick us, and because they are fuzzy widdle cuties who we love (in most cases). We have to keep c...
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  • Yogi Tech: From Saving Dogs to Downward Dog

    1,953 Views - 8 Comments I started working at DoveLewis Emergency Animal Hospital over five years ago. Before that time I practiced yoga and did some light exercise but it was sporadic and sparse. I drank a lot, ate like a little...
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  • Responsible Owners

    1,303 Views - 5 Comments September is Responsible Dog Ownership Month. Awesome, right? A whole month where we can talk about preventive care and a good diet and grooming and exercising and loving these wonderful animals we share...
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  • Myers-Briggs Thinking vs. Feeling

    2,731 Views - 2 Comments Monica Maxwell, SPHR, defines the major differences between thinkers and feelers, and how to work with both personalities, and also how to deal with both personalities from a client perspective. ...

    4 min 2 sec

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  • Site Update: New Training Plans!

    1,124 Views - 3 Comments Having pre-built and custom training plans available for our administrators will be the biggest addition to our website all year. On the Floor @Dove's new Training Plan feature ensures consist...
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  • “Investing” in Pets

    1,236 Views - 1 Comments Every day at my job I see the amount of money clients are willing and able to spend on their pet (and often, limited to spending). The degree of pet care varies based on the client’s financial abili...
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  • Presenting Estimates

    4,499 Views - 4 Comments Christy Michael, BVMS, discusses the best way to train non-veterinarian staff to present an estimate to clients.

    5 min 6 sec

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  • Veterinary Survival Tip: Bad Smells & Gagging

    1,618 Views - 3 Comments The best advice I've ever received for working/surviving at a veterinary hospital is: Whatever smelly lotion is available, put a dab/smear right under your nostrils to cover the hideous smell of __(fil...
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  • How to Keep Members Engaged & Learning

    922 Views - 0 Comments Take full advantage of your atdove.org subscription by keeping staff consistently engaged and learning. Here are a few tips to help your team utilize atdove.org training: Show an interesting vide...
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  • How to Show Appreciation to Colleagues

    1,564 Views - 4 Comments So let’s just get this out of the way: I think that almost every veterinary professional can agree that the best way to show your appreciation at a veterinary hospital is with food. It doesn’t matter if y...
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  • Your Favorite Content of 2013

    939 Views - 0 Comments 2013 was big for online veterinary training with atdove.org. Our membership base now spans 45 US states, including Puerto Rico and Washington DC, and 19 different countries across the globe! Here are t...
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  • Holiday Disclosure: I Was a Tree Killer

    1,145 Views - 0 Comments I got this card in the mail yesterday and it caused me to burst into laughter in the middle of my kitchen. I admit it. I used to be a tree killer. But the tree my friend is referencing is the one...
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  • My Dog Ate Christmas

    1,305 Views - 0 Comments So, I wasn’t going to write a blog this month cause I couldn’t think of anything holiday related that I wanted to write about. But then a Christmas Miracle took place! Well, more like a forgetful roommate...
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  • Three Awesome Holiday Gifts From Clients

    965 Views - 1 Comments Our hospital doors at DoveLewis are open 365 days a year, 24 hours a day. The holidays are often some of our busiest times, and require a full staff. This means that our holidays are often spent away from...
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  • Holidays in Veterinary Hospitals

    1,145 Views - 1 Comments You hate it before you played it I already forgave ya J. Cole (Villematic) It's holiday time at DoveLewis Emergency Animal Hospital… My belly aches at the mere thought of how much chocolate and coo...
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  • Hate Veterinary Holidays? You Don't Have To!

    1,238 Views - 2 Comments Veterinary professionals hate the holidays. It’s true. And with good reason! Between the “Seasonal Sixteen” weight gain from all of the delicious treats our grateful clients and vendors bring us this time...
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  • Feelings and Veterinary Jobs

    1,510 Views - 1 Comments Today’s blog isn’t going to run smoothly. These are just a few random thoughts on feelings and the veterinary workplace. Summary: Feelings suck. A few months ago at work a DVM started telling me a...
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