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.

  • 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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  • Just Me and the Cats

    2,503 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

    8,106 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

    2,737 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

    2,482 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

    19,616 Views - 5 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

    3,244 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

    2,438 Views - 6 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

    4,823 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!

    2,002 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

    2,234 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

    8,408 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

    2,832 Views - 5 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

    1,636 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

    2,865 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

    1,708 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

    2,021 Views - 1 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

    2,228 Views - 1 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

    1,741 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

    2,012 Views - 2 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!

    2,081 Views - 3 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

    2,638 Views - 2 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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  • Making Sense of Nutritional Trends

    7,320 Views - 3 Comments 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

    3,996 Views - 1 Comments 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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  • Interview with VMD Technology

    1,337 Views - 0 Comments I recently had the pleasure of answering some interview questions for Dr. Caleb Frankel of VMD Technology about my career and how atdove.org came to be. Here are a few of those questions, and a link...
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  • Appointment Flow

    6,978 Views - 6 Comments Brittany Carey and Henry Struzik, on location at Pearl Animal Hospital, describe the flow of appointments and delineation of duties. From obtaining a weight to basic history and vitals, defining thes...

    2 min 15 sec

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  • Veterinary Superstition

    3,535 Views - 5 Comments I don’t feel like a particularly superstitious person. Cracks in the sidewalk get stepped on, black cats walk around me all the time, and I don’t generally notice that any given Friday was the 13th day of...
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  • Scheduling Appointments

    5,293 Views - 1 Comments On location at Pearl Animal Hospital, Cheryl Latta and Brittany Carey discuss their process for scheduling appointments. They explain the amount of time allotted to appointments, the difference between te...

    3 min 24 sec

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  • New Client Orientation

    3,918 Views - 3 Comments On location at Pearl Animal Hospital, Henry Struzik explains the process for welcoming new clients or new patients to the practice. An emphasis on preventive care, dentistry, and creating good habits is d...

    1 min 40 sec

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  • Strategic Hiring

    2,069 Views - 0 Comments Monica Maxwell, SPHR, talks about how to hire the right fit for the position using strategic hiring techniques. In this video, hiring for the front desk is discussed.

    2 min 25 sec

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  • Client Care

    7,200 Views - 2 Comments From opening the front door for clients to remembering first names, Pearl Animal Hospital is serious about providing top notch care to their clients. In this video, Cheryl Latta and Brittany Carey discuss...

    2 min 31 sec

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  • How to Ace a Veterinary Job Interview

    15,129 Views - 3 Comments It’s no secret that the supply of veterinarians is outpacing demand. Any of us who took a basic economics class in college know the simple fact is that interviews for open DVM positions have sudd...
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  • Phone Service

    9,007 Views - 6 Comments Cheryl Latta and Brittany Carey, on location at Pearl Animal Hospital, discuss their etiquette for answering the phone at the front desk, putting clients on hold, and adding the personal touch to the...

    2 min 31 sec

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  • Keeping Track of Clients (ER)

    4,825 Views - 1 Comments DoveLewis CSRs (Client Service Representatives) give their methods for keeping track of where clients are both physically (exam room vs lobby vs on the phone) and emotionally. Methods for communicating...

    3 min 9 sec

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  • Greeting and Updating Clients (ER)

    6,444 Views - 0 Comments DoveLewis CSRs (Client Service Representatives) discuss the importance of reading body language and techniques for keeping clients comfortable and updated on their pet’s status. While this informa...

    3 min 2 sec

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  • New Site Features for Efficient Team Training

    1,416 Views - 0 Comments Did you know that On the Floor @Dove is constantly evolving to meet your veterinary training needs? In response to feedback and requests we received from our users, we've expanded our premium accou...
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  • Top 10 Ways to Get Hired in Veterinary Medicine

    4,211 Views - 3 Comments 1. Be better than the other candidates. Write a cover letter and make it specific to the practice you want to work at. Do your homework and talk about why you want to work there.  2. Tailor...
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  • Veterinary Financial Coordinator Interview

    2,605 Views - 4 Comments Financial Coordinator at DoveLewis, Amy O’Daly, discusses her job description, how it fits in to the flow of the hospital, and her tips for talking about money with clients. This video is helpful for anyo...

    2 min 25 sec

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  • Max and My Grief

    1,793 Views - 8 Comments If you’ve seen our Fractious Cat video, then you’ve met my oldest cat Max, who really has been fired from four vet offices in his fifteen years of life. This week Max was diagno...
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  • The Value in Veterinary Sympathy Cards

    8,169 Views - 5 Comments Often during pet loss support groups, clients mention how deeply they appreciated receiving a condolence card from their veterinary clinic after the loss of their pet. This thoughtful act validates tha...
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  • Constant Communication for Our Clients

    3,408 Views - 3 Comments At DoveLewis we live and work in a 24-hour world where clients arrive at all hours, and they’re in a variety of mental and emotional states. This helps keep us on our toes but always dealing with...
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  • Checklists: A Tool to Improve Function

    9,296 Views - 7 Comments Many of the tasks we perform daily in veterinary medicine are systematic--we perform physical exams in the same sequence every time, we chart notes in a SOAP format, we generate diagnostic and therapeutic...
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  • How to Turn a "Phone Shopper" into a Client

    2,643 Views - 10 Comments Wait, come back! How do we turn a phone shopper into a client? The phone rings, it’s a pet owner who has never been to your practice before and they have questions. This is great news, fille...
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  • Site Update: Quiz Feature

    598 Views - 2 Comments Due to popular demand, we have added a super-useful new feature:When a member watches any video, they can now take a short quiz at the end! Once they pass the quiz they have the option to forward their pr...
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  • Confrontational Clients

    3,368 Views - 16 Comments As a 24-hour ER facility we have clients who call and come in worried, upset, nervous, pissed, and frantic. The emotions can run the gamut and sometimes bring a client to behave in an aggressive and co...
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  • The Other Side of the Exam Table

    1,945 Views - 2 Comments Over the last month I’ve been entirely consumed by my year-old cat’s rapid progression down the FLUTD path of horrors. After four deobstructions and five hospitalizations, I agreed to have Dr. Magee (one...
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  • Reception Interviews - Euthanasia Process

    6,528 Views - 1 Comments Discussing euthanasia with clients can be difficult and emotional. DoveLewis Client Service Representatives (our version of Receptionist) offer advice from their experiences in dealing with grieving clien...

    3 min 42 sec

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  • Reception Interviews - Unhappy Clients

    6,834 Views - 0 Comments It’s a fact of life – not every client who walks though your doors will be agreeable with everything. DoveLewis Client Services Representatives (our version of Receptionist) give some tips on how to deal...

    4 min 12 sec

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  • My Job in a Nutshell

    1,959 Views - 2 Comments My job consists of two main parts: auditing the charts of the patients currently in hospital and updating clients on their pet’s charges.  Here is a short (really, who wants to listen to...
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  • Compassion Fatigue

    10,841 Views - 8 Comments Did you know that caring too much can hurt? When veterinary staff members are exposed to others pain, they can succumb to symptoms associated with the secondary traumatic stress disorder now labeled...
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