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.

  • April Fools'! Safety Considerations for Dangerous Animals

    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

    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

    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

    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

    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

    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?

    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

    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

    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

    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

    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

    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

    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

    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

    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?

    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

    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

    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

    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

    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

    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

    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

    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?

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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!

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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!

    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

    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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  • Making Sense of Nutritional Trends

    As a clinician in a facility where vomiting and diarrhea top the list of presenting complaints, I find myself asking most clients “what does your pet eat?” It seems that more frequently the client will re...
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  • Little Things: Tips for Better Veterinary Client Service

    In the peak hours of our emergency hospital (DoveLewis) the wait to see a doctor or get results for diagnostics can be long. Especially when there are multiple emergencies and urgent care visits pull...
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