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You’re on the front lines, so you always need to be prepared. Check out some of the lessons our client service managers, liaisons, and representatives have learned in their careers.
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Search, filter and sort the hundreds of videos, lectures, blogs and articles so you can find exactly what you’re looking for.
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Video
Considerations for Scruffing Feline Patients
Views: 385 - Comments: 1Scruffing used to be one of the most common ways to restraint feline patients. But that doesn’t mean it’s the best method! Learn from Staff Veterinarian Christy Michael, BVMS, about alternative methods for restraining, recognizing...
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Video
Labeling Kennel Cards
Views: 400 - Comments: 1Kennel cards can call attention to important pieces of information, such as where a patient’s meds are, if they have a personal item, and when you may need protective gear. Learn from Technician Training Specialist Jessica Waters-...
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Blog
CSR Terminology 101
Views: 559 - Comments: 1P is QAR, normal BP/HR/MM. LMOM for O to discuss US DX and SX recomendations. Wait, what? Sometimes reading medical notes can seem like a jigsaw puzzle, especially for CSR's new to the veterinary field. Our front desk team here...
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Blog
My Journey to Vet School
Views: 425 - Comments: 0Continuing education and training can have immense benefits on your longevity and happiness in your career. It impacts the patients you are working with today as well as the patients you will treat tomorrow. In this blog, Anthony...
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Blog
What Pet Loss Support Taught Me
Views: 322 - Comments: 0I attended my first Pet Loss Support Group run by Enid Traisman, MSW, CT in December of 2018. I immediately felt the power of this community resource and felt validated in my own grief by the stories, lessons and experiences of th...
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Article
Tone and Volume for Your Client Conversations
Views: 1,850 - Comments: 1In the 1970’s, Albert Mehrabian created a tool called the communication model. Within this model, he came up with the idea that only 7% of what is being communicated are the literal words. That means that according to his theory,...
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Article
Receiving Constructive Criticism
Views: 1,540 - Comments: 1Being open to criticism, good or bad, is vital to being successful in any job. How else are you going to know what to improve on, how to grow, and areas may require more focus? When it comes to receiving criticism, it doesn’t a...
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Blog
Understanding Cremation
Views: 949 - Comments: 0If you are a pet owner whose pet is in failing health, or if you have sadly experienced the recent passing of a pet, the following information may help guide you through this difficult period with knowledge, understanding and peac...
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Blog
Talking to Children About Pet Death: Pt 2
Views: 762 - Comments: 2Dealing with a pet’s death is hard, and can be even harder when children are involved. Kids may not understand the magnitude of their pet’s illness, the related expenses, or how to assess quality of life. During these times, you c...
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Blog
Dealing with Guilt
Views: 668 - Comments: 0Guilt is a common feeling among participants in the DoveLewis Pet Loss Support Program. Enid Traisman, MSW, CT, and Director of the DoveLewis Pet Loss Support Program reviews how to help those dealing with feelings of grief after...
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Blog
5 Ways to Use Peanut Butter in an Animal Hospital
Views: 1,291 - Comments: 0March 1st is National Peanut Butter Lover’s Day, and peanut butter is a commonly used tool here at DoveLewis. To celebrate, we’re sharing 5 facts about peanut butter and 5 ways to use peanut butter in your hospital. 5...
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Blog
Coping with Grief and Loss
Views: 1,141 - Comments: 1How does grief differ when a pet is lost due to old age versus a sudden tragedy? Enid Traisman, MSW, CT, and Director of the DoveLewis Pet Loss Support Program, reviews how clients may feel and react after losing a pet in each cir...
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Article
Ask the Right Questions
Views: 4,131 - Comments: 1We’ve all had the thought after working with a client-- why didn’t you mention this earlier? Why am I just hearing about this now? This would have been nice to know an hour ago… While it may be easy to blame the client, it’s im...
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Video
Working Well Under Pressure
Views: 3,261 - Comments: 1Pressure and stress are factors that play a role in our jobs, everyday. Join Sarah Parker, CMA (AAMA), from the Medical Society of Metropolitan Portland, to learn about ways to manage pressure in any position at your hospital....
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Article
Email Etiquette- Do’s and Don’ts
Views: 1,719 - Comments: 0There are a lot of ways to communicate these days. Phone calls, text messages, instant messages, email, direct mail-- the list goes on. While it’s important to note how your clients prefer to be communicated with, it’s also import...
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Video
Personality Types and Common Communication Mistakes
Views: 1,984 - Comments: 0A client’s personality can have a big impact on their communication style. Join Sarah Parker, CMA(AAMA), from the Medical Society of Metropolitan Portland, to learn about the different personality types, and how to avoid the five...
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Article
Communication in Crisis: What Clients Go Through in an Emergency
Views: 3,144 - Comments: 3Pet emergencies occur every minute of every day – but for our clients it is a singular monumental event. Pets are, in fact, family. They are family that like to eat socks, brawl in the street, enjoy an occasional pot brownie (doub...
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Video
Resources for Seamless Client Communication
Views: 1,060 - Comments: 0Did you know that starting out the day with a team huddle can increase internal communication and lead to a better client experience? Learn from Sarah Parker, CMA (AAMA), from the Medical Society of Metropolitan Portland, about ho...
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Article
Handling Client Complaints
Views: 1,874 - Comments: 0Handling 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 should be aware of the complaint. While it’...
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Video
Barriers to Effective Communication
Views: 2,643 - Comments: 0We 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 happen in everyday communic...
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Video
De-Escalating Clients in a Busy Lobby
Views: 1,741 - Comments: 0Working 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 for handling unhappy clie...
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Blog
Why We Stay Open
Views: 1,527 - Comments: 0We 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 shortage and our pet-friendly c...
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Blog
Celebrating the Holidays Without Your Animal Companion
Views: 943 - Comments: 1As 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 also be shared with clients who ma...
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Video
Workplace Bullying
Views: 2,484 - Comments: 0Bullying 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.
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Blog
Staff Transition to Management: Part II
Views: 1,187 - Comments: 0Continuing 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 promotion. Making th...
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Video
Staff Transition to Management: Part I
Views: 1,499 - Comments: 0Cheryl Latta, DoveLewis Human Resources Manager, talks about the difficulties that can come with a promotion to management, and tips for handling new responsibilities.
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Video
Communicating Discharge Instructions with Clients
Views: 3,681 - Comments: 5Senior 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 example of a gastroenteritis p...
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Video
Introducing a Client Liaison Position
Views: 1,430 - Comments: 0Anthony 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 service to the next level, an...
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Blog
Thank You, and Good Job
Views: 1,952 - Comments: 1Being 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 pulmonary metastasis whose owners...
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Video
Taking Messages
Views: 2,471 - Comments: 0Beth Ann Fretz, Client Service Representative, walks through taking accurate messages to ensure effective communication throughout the hospital.
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Video
Workplace Grief - Making a Memorial Table
Views: 2,045 - Comments: 0March 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. Download Supplies List...
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Blog
New Kids on The Block
Views: 3,354 - Comments: 17Even 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 hires get overwhelmed by t...
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Video
Veterinary Interview Prep
Views: 2,090 - Comments: 2Whether 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 to make the best impression...
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Blog
The Other End of the Leash
Views: 2,412 - Comments: 15Talk 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 of distaste or a gag resp...
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Video
Staff Communication During Euthanasia
Views: 5,519 - Comments: 0Beth 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.
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Video
How to Address Mental Health Concerns
Views: 3,558 - Comments: 0Chief 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.
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Video
Let’s Talk About Suicide Awareness
Views: 2,526 - Comments: 0Live 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 Lifeline: 1-800-273- TALK...
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Video
Disaster Relief in the Veterinary Community
Views: 1,967 - Comments: 1Natural 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 relief and recovery teams speci...
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Video
Talking to Unhappy Clients on the Phone
Views: 6,129 - Comments: 0Former DoveLewis Client Service Representative, Kaitlyn Sanborn, discusses helpful tips and strategies for talking to unhappy clients over the phone.
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Video
Can You Fire for Free Speech?
Views: 2,496 - Comments: 0DoveLewis CEO Ron Mogan and Chief Human Resources Officer Monica Maxwell discuss the controversial firing of an employee at Google.
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Video
Communicating with Clients in Crisis
Views: 5,677 - Comments: 1Client Service Representative, Beth Ann Flick, discusses tips for communicating with clients who are experiencing a stressful emergency with their pet.
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Video
Taking Payments and Closing Books
Views: 2,632 - Comments: 0Client 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
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Blog
DoveLewis Phone Room: A Quest for a Quiet Lobby
Views: 2,669 - Comments: 7As 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 amount of growth. That inc...
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Video
April Fools'! Safety Considerations for Dangerous Animals
Views: 4,986 - Comments: 1In this unusual case, Coby Richter, DVM, DACVS, discusses safety tips and best practices when working with potentially dangerous animals.
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Video
Talking to Clients with Financial Concerns
Views: 5,212 - Comments: 0Client Service Representative at DoveLewis, Beth Ann Flick, discusses important considerations when talking to clients about financial policies over the phone
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Blog
No Experience Required? My First Job in the Veterinary Field
Views: 3,633 - Comments: 2As 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 I decided to take a year...
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Article
How We Stayed Social in 2016
Views: 6,971 - Comments: 0Social 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, please. Social media can deliv...
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Blog
7 Tips for Happy Pets on Halloween
Views: 2,642 - Comments: 1Guest 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 pets, but what about the anx...
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Blog
When Society Labels You a Killer
Views: 3,855 - Comments: 7UPDATE: 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 controversial ban which came aft...
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Blog
Hiring CSRs: What Do Clinics Look For?
Views: 3,111 - Comments: 4Let’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 regions like ours! Assista...
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