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.


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  • Blog

    Hiring CSRs: What Do Clinics Look For?

    Views: 3,234 - 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...

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  • Video

    Tiny Talk – Critical Thinking

    Views: 9,078 - Comments: 0

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

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  • Blog

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

    Views: 4,504 - 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...

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  • Blog

    Adopting Special Needs Cats

    Views: 3,189 - 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...

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  • Blog

    My Approach to Customer Service: Client Advocacy

    Views: 3,305 - 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...

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  • Blog

    For Most Americans

    Views: 1,645 - 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...

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  • muzzled Yorkie
    Article

    Dog Bite Prevention Q & A

    Views: 16,569 - 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....

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  • Blog

    CSR Appreciation

    Views: 2,558 - 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...

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  • Blog

    Hidden Talents of Receptionists

    Views: 7,973 - 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...

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  • Blog

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

    Views: 3,634 - 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...

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  • Blog

    Never Stop Learning

    Views: 5,106 - 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...

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  • Blog

    Spring Weather Preparedness

    Views: 4,336 - 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...

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  • Blog

    How We Keep Our Dogs From Barking

    Views: 6,755 - 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...

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  • Blog

    My Fear of Wellness Month

    Views: 3,153 - 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...

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  • Blog

    Veterinary View of the Holidays

    Views: 3,879 - 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...

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  • Video

    Phone Triage

    Views: 13,985 - 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....

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  • Blog

    Present Tense

    Views: 3,439 - 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...

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  • Video

    Working in a Fishbowl Environment

    Views: 9,276 - 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...

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  • Video

    Patient Confidentiality

    Views: 8,944 - 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.

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  • Blog

    Just Me and the Cats

    Views: 2,972 - 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...

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  • Video

    Dealing with Difficult Clients

    Views: 9,942 - Comments: 2

    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...

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  • Blog

    When to Say Goodbye

    Views: 3,301 - 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...

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  • Blog

    Can vs. Should

    Views: 2,956 - 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....

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  • Article

    Providing Top Notch Customer Service

    Views: 27,079 - 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...

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  • Blog

    Yogi Tech: From Saving Dogs to Downward Dog

    Views: 3,912 - Comments: 8

    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...

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  • Blog

    Responsible Owners

    Views: 3,049 - 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...

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  • Video

    Myers-Briggs Thinking vs. Feeling

    Views: 6,101 - Comments: 2

    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. 

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  • Blog

    Site Update: New Training Plans!

    Views: 2,348 - Comments: 3

    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 consistent training for each empl...

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  • Blog

    “Investing” in Pets

    Views: 2,683 - Comments: 1

    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 ability and their personal view...

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  • Video

    Presenting Estimates

    Views: 10,432 - Comments: 4

    Christy Michael, BVMS, discusses the best way to train non-veterinarian staff to present an estimate to clients.

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  • Blog

    Veterinary Survival Tip: Bad Smells & Gagging

    Views: 3,496 - Comments: 6

    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 __(fill in the blank)__. La...

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  • Blog

    How to Keep Members Engaged & Learning

    Views: 1,990 - Comments: 0

    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 video or CE lecture in...

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  • Blog

    How to Show Appreciation to Colleagues

    Views: 3,666 - Comments: 4

    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 you are a doctor, tech, rec...

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  • Blog

    Your Favorite Content of 2013

    Views: 2,011 - Comments: 0

    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 the most popular videos, ar...

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  • Blog

    Holiday Disclosure: I Was a Tree Killer

    Views: 2,592 - Comments: 1

    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 that made me stop. It’s b...

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  • Blog

    My Dog Ate Christmas

    Views: 2,785 - Comments: 1

    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 and a naughty dog......

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  • Blog

    Three Awesome Holiday Gifts From Clients

    Views: 2,154 - Comments: 1

    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 family, friends and the t...

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  • Blog

    Holidays in Veterinary Hospitals

    Views: 2,517 - Comments: 2

    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 cookies I will consume in the...

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  • Blog

    Hate Veterinary Holidays? You Don't Have To!

    Views: 2,552 - Comments: 3

    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 of year, and the generali...

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  • Blog

    Feelings and Veterinary Jobs

    Views: 3,221 - Comments: 2

    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 all about this cute, cuddly...

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  • Article

    Making Sense of Nutritional Trends

    Views: 8,381 - Comments: 3

    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 reply they are feeding some...

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  • Blog

    Little Things: Tips for Better Veterinary Client Service

    Views: 4,807 - Comments: 1

    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 pulling staff in every directi...

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  • Blog

    Interview with VMD Technology

    Views: 1,669 - Comments: 0

    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 to the full article!How di...

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  • Video

    Appointment Flow

    Views: 8,951 - Comments: 6

    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 these duties allows them to wo...

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  • Blog

    Veterinary Superstition

    Views: 4,141 - Comments: 5

    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 a month until a couple of...

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  • Video

    Scheduling Appointments

    Views: 6,962 - Comments: 1

    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 technician and veterinarian...

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  • Video

    New Client Orientation

    Views: 5,226 - Comments: 3

    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 discussed as well as conten...

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  • Video

    Strategic Hiring

    Views: 2,561 - Comments: 0

    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.

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  • Video

    Client Care

    Views: 9,636 - Comments: 2

    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 how they provide that car...

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  • Blog

    How to Ace a Veterinary Job Interview

    Views: 16,370 - Comments: 3

    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 suddenly become mini rose cere...

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