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 Messages

    97 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

    528 Views - 0 Comments March is Wellness Month at DoveLewis! Join Enid Traismen, 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

    1,108 Views - 8 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...
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  • Veterinary Interview Prep

    707 Views - 0 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

    1,047 Views - 12 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...
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  • Staff Communication During Euthanasia

    2,205 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

    1,748 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

    1,142 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

    1,055 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

    2,875 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?

    1,417 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

    2,990 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

    1,384 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

    1,473 Views - 6 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

    3,314 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

    3,049 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

    2,051 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

    3,693 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

    1,891 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

    2,913 Views - 6 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?

    2,270 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

    6,033 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

    3,248 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

    2,234 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

    2,301 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

    1,062 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

    9,761 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

    1,594 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

    6,574 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?

    2,869 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

    4,271 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

    3,716 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

    5,767 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

    2,535 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

    2,867 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

    8,972 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

    2,532 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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  • Working in a Fishbowl Environment

    5,929 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

    5,208 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

    2,053 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

    6,567 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

    2,288 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

    2,130 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

    15,145 Views - 4 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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  • Yogi Tech: From Saving Dogs to Downward Dog

    2,690 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

    1,992 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

    3,938 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!

    1,654 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

    1,847 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

    6,929 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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