Receptionist

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.


Filter Content

Search, filter and sort the hundreds of videos, lectures, blogs and articles so you can find exactly what you’re looking for.

  • Video

    Staff Transition to Management: Part I

    Views: 2,713 - Comments: 0

    Cheryl Latta, DoveLewis Human Resources Manager, talks about the difficulties that can come with a promotion to management, and tips for handling new responsibilities.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Communicating Discharge Instructions with Clients

    Views: 7,106 - Comments: 5

    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 example of a gastroenteritis p...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Introducing a Client Liaison Position

    Views: 2,319 - Comments: 0

    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 service to the next level, an...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Thank You, and Good Job

    Views: 3,192 - Comments: 1

    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 pulmonary metastasis whose owners...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Taking Messages

    Views: 4,562 - Comments: 0

    Beth Ann Fretz, Client Service Representative, walks through taking accurate messages to ensure effective communication throughout the hospital.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Workplace Grief - Making a Memorial Table

    Views: 2,875 - Comments: 0

    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. Download Supplies List...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    New Kids on The Block

    Views: 4,391 - Comments: 17

    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 hires get overwhelmed by t...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Veterinary Interview Prep

    Views: 2,995 - Comments: 2

    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 to make the best impression...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    The Other End of the Leash

    Views: 3,112 - Comments: 15

    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 of distaste or a gag resp...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Staff Communication During Euthanasia

    Views: 8,410 - Comments: 0

    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.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    How to Address Mental Health Concerns

    Views: 5,183 - Comments: 0

    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.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Let’s Talk About Suicide Awareness

    Views: 3,846 - Comments: 0

    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 Lifeline: 1-800-273- TALK...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Disaster Relief in the Veterinary Community

    Views: 2,800 - Comments: 1

    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 relief and recovery teams speci...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Talking to Unhappy Clients on the Phone

    Views: 8,925 - Comments: 0

    Former DoveLewis Client Service Representative, Kaitlyn Sanborn, discusses helpful tips and strategies for talking to unhappy clients over the phone.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Can You Fire for Free Speech?

    Views: 3,570 - Comments: 0

    DoveLewis CEO Ron Mogan and Chief Human Resources Officer Monica Maxwell discuss the controversial firing of an employee at Google.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Communicating with Clients in Crisis

    Views: 8,497 - Comments: 1

    Client Service Representative, Beth Ann Flick, discusses tips for communicating with clients who are experiencing a stressful emergency with their pet.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Taking Payments and Closing Books

    Views: 4,246 - Comments: 0

    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

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    DoveLewis Phone Room: A Quest for a Quiet Lobby

    Views: 3,557 - Comments: 7

    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 amount of growth. That inc...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    April Fools'! Safety Considerations for Dangerous Animals

    Views: 6,077 - Comments: 1

    In this unusual case, Coby Richter, DVM, DACVS, discusses safety tips and best practices when working with potentially dangerous animals.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Talking to Clients with Financial Concerns

    Views: 7,822 - Comments: 0

    Client Service Representative at DoveLewis, Beth Ann Flick, discusses important considerations when talking to clients about financial policies over the phone

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    No Experience Required? My First Job in the Veterinary Field

    Views: 5,590 - Comments: 2

    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 I decided to take a year...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Article

    How We Stayed Social in 2016

    Views: 7,948 - Comments: 0

    Here in 2020? For an updated article about managing social media platforms, click here to read How to Get Started in the World of Social Media on atdove.org.   Social media isn’t going away. It’s growing at exponen...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    7 Tips for Happy Pets on Halloween

    Views: 3,578 - Comments: 1

    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 pets, but what about the anx...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    When Society Labels You a Killer

    Views: 4,524 - Comments: 7

    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 controversial ban which came aft...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Hiring CSRs: What Do Clinics Look For?

    Views: 4,188 - Comments: 4

    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 regions like ours! Assista...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Tiny Talk – Critical Thinking

    Views: 11,119 - Comments: 0

    Christy Michael, BVMS, describes critical thinking and why it is such a vital skill for everyone on the veterinary team.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    From CVT to CSR to CVT Again... A Journey

    Views: 5,336 - Comments: 9

    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, and injured my back. This...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Adopting Special Needs Cats

    Views: 3,829 - Comments: 3

    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 heartstrings that I cannot say no. I...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    My Approach to Customer Service: Client Advocacy

    Views: 4,214 - Comments: 0

    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 helping her and her family t...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    For Most Americans

    Views: 2,091 - Comments: 0

    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 firework displays. In the vete...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • muzzled Yorkie
    Article

    Dog Bite Prevention Q & A

    Views: 21,284 - Comments: 2

    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 muzzling was developed....

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    CSR Appreciation

    Views: 3,600 - Comments: 3

    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 important role they play...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Hidden Talents of Receptionists

    Views: 9,284 - Comments: 2

    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 excited to have recently trans...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Is There a Cure for When You’re a Workaholic?

    Views: 4,404 - Comments: 6

    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 before me, this drive was...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Never Stop Learning

    Views: 6,097 - Comments: 8

    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 believe so strongly that...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Spring Weather Preparedness

    Views: 4,838 - Comments: 1

    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 there’s one hazard tha...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    How We Keep Our Dogs From Barking

    Views: 7,594 - Comments: 5

    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 all talking: our shoes! So w...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    My Fear of Wellness Month

    Views: 3,920 - Comments: 7

    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 complicated factors: I do not c...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Veterinary View of the Holidays

    Views: 5,032 - Comments: 1

    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 the holidays, we see an in...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Phone Triage

    Views: 17,645 - Comments: 0

    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 questions over the phone....

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Present Tense

    Views: 4,231 - Comments: 10

    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 travel? Spend all of your money...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Working in a Fishbowl Environment

    Views: 11,316 - Comments: 2

    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. Communication ideas between the front...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Patient Confidentiality

    Views: 11,097 - Comments: 1

    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.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Just Me and the Cats

    Views: 3,597 - Comments: 0

    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 mobile family. Early on i...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Dealing with Difficult Clients

    Views: 12,571 - Comments: 3

    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 diffusing difficult clien...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    When to Say Goodbye

    Views: 4,332 - Comments: 1

    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 end of life for animals i...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Can vs. Should

    Views: 3,564 - Comments: 8

    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 always be working for us....

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Article

    Providing Top Notch Customer Service

    Views: 32,362 - Comments: 5

    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 of what could walk through...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Yogi Tech: From Saving Dogs to Downward Dog

    Views: 4,999 - Comments: 9

    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 kid (lots of pizza and ju...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Responsible Owners

    Views: 4,069 - Comments: 6

    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 our homes with. But even a...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature

Pages

Add To Training Plan

X

Content Assignment

X