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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.
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Handling Client Complaints
14 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... -
Barriers to Effective Communication
212 Views - 0 Comments We may think that our communication style is crystal clear, but is it? Learn from Sarah Parker, CMA (AAMA), from the Medical Society of Metropolitan Portland, about how we can minimize the barriers that h...4 min 6 sec
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De-Escalating Clients in a Busy Lobby
125 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
314 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... -
Celebrating the Holidays Without Your Animal Companion
348 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... -
Workplace Bullying
1,317 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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Staff Transition to Management: Part II
576 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
781 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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Communicating Discharge Instructions with Clients
2,064 Views - 4 Comments Senior Technician Supervisor and CVT, Sarah Harris, joins Training Specialist and CVT, Jessica Waters, to review the process for communicating effective discharge instructions with clients. Using the exam...4 min 9 sec
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Introducing a Client Liaison Position
892 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
1,003 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... -
Taking Messages
1,579 Views - 0 Comments Beth Ann Fretz, Client Service Representative, walks through taking accurate messages to ensure effective communication throughout the hospital.2 min 10 sec
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Workplace Grief - Making a Memorial Table
1,504 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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New Kids on The Block
2,467 Views - 17 Comments Even for experienced staff, working at a veterinary ER can be hectic, heartbreaking, and overwhelming. For brand new employees, adapting to the pace can be rough. Unfortunately, I’ve seen new... -
Veterinary Interview Prep
1,572 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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The Other End of the Leash
1,833 Views - 15 Comments Talk to anyone in vet med about why they are in the field, and you are likely to get a response laced with misanthropy. Bring up the possibility of human medicine with a vet tech, and elicit a squirm... -
Staff Communication During Euthanasia
4,221 Views - 0 Comments Beth Ann Fretz and Kaitlyn Sanborn, Client Service Representatives at DoveLewis, walk through the administrative process of patient euthanasia, and how to help customers during the difficult time.6 min
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How to Address Mental Health Concerns
2,785 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
1,919 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
1,616 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
4,646 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?
1,990 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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Communicating with Clients in Crisis
4,363 Views - 0 Comments Client Service Representative, Beth Ann Flick, discusses tips for communicating with clients who are experiencing a stressful emergency with their pet.3 min 10 sec
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Taking Payments and Closing Books
2,042 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 Sheet3 min 19 sec
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DoveLewis Phone Room: A Quest for a Quiet Lobby
2,114 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... -
April Fools'! Safety Considerations for Dangerous Animals
4,233 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
4,109 Views - 0 Comments Client Service Representative at DoveLewis, Beth Ann Flick, discusses important considerations when talking to clients about financial policies over the phone1 min 55 sec
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No Experience Required? My First Job in the Veterinary Field
2,780 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
5,357 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
2,294 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
3,385 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?
2,675 Views - 3 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... -
Tiny Talk – Critical Thinking
7,408 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
3,714 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
2,622 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
2,708 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... -
For Most Americans
1,327 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... -
Dog Bite Prevention Q & A
12,809 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... -
CSR Appreciation
1,944 Views - 3 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... -
Hidden Talents of Receptionists
7,137 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... -
Is There a Cure for When You’re a Workaholic?
3,195 Views - 6 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... -
Never Stop Learning
4,613 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... -
Spring Weather Preparedness
3,987 Views - 1 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... -
How We Keep Our Dogs From Barking
6,183 Views - 5 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... -
My Fear of Wellness Month
2,806 Views - 7 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... -
Veterinary View of the Holidays
3,327 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... -
Phone Triage
11,238 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
2,994 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... -
Working in a Fishbowl Environment
7,447 Views - 2 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
6,791 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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