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

    Holidays in Veterinary Hospitals

    Views: 2,836 - 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: 2,819 - 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: 3,597 - 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: 9,275 - 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: 5,287 - 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: 1,857 - 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: 9,834 - 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: 4,508 - 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: 7,636 - 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: 5,808 - 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: 2,764 - 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: 10,902 - 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: 16,998 - 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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  • Video

    Phone Service

    Views: 13,054 - Comments: 7

    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 their communications. 

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  • Video

    Keeping Track of Clients (ER)

    Views: 6,606 - Comments: 1

    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 between the front desk and...

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  • Video

    Greeting and Updating Clients (ER)

    Views: 9,912 - Comments: 1

    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 information is geared towards cli...

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  • Blog

    New Site Features for Efficient Team Training

    Views: 2,010 - Comments: 0

    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 account features to include:...

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  • Blog

    Top 10 Ways to Get Hired in Veterinary Medicine

    Views: 5,595 - Comments: 3

    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 your resume to the job pos...

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  • Video

    Veterinary Financial Coordinator Interview

    Views: 3,695 - Comments: 4

    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 anyone responsible for discuss...

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  • Blog

    Max and My Grief

    Views: 2,706 - Comments: 8

    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 diagnosed with a brain tumor. Wh...

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  • Blog

    The Value in Veterinary Sympathy Cards

    Views: 12,046 - Comments: 5

    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 that you care about the speci...

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  • Blog

    Constant Communication for Our Clients

    Views: 4,589 - Comments: 3

    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 the unknown of what could...

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  • Article

    Checklists: A Tool to Improve Function

    Views: 12,572 - Comments: 7

    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 plans based on differenti...

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  • Blog

    How to Turn a "Phone Shopper" into a Client

    Views: 3,798 - Comments: 10

    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, filled with opportunity, potent...

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  • Blog

    Site Update: Quiz Feature

    Views: 839 - Comments: 2

    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 proof of completion to their...

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  • Blog

    Confrontational Clients

    Views: 4,904 - Comments: 16

    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 confrontational manner. The...

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  • Blog

    The Other Side of the Exam Table

    Views: 2,805 - Comments: 2

    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 of our surgeons) perform a...

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  • Video

    Reception Interviews - Euthanasia Process

    Views: 9,621 - Comments: 1

    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 clients. 

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  • Video

    Reception Interviews - Unhappy Clients

    Views: 10,041 - Comments: 0

    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 with unhappy clients and k...

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  • Blog

    My Job in a Nutshell

    Views: 2,953 - Comments: 2

    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 auditing detailsssszzzzzz...

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  • Article

    Compassion Fatigue

    Views: 15,232 - Comments: 8

    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 compassion fatigue. Compassion...

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  • Article

    Implementing Triage

    Views: 19,695 - Comments: 7

    Triage is the act of organizing patients into levels of importance. The worst patients should be seen first, the more stable patients can ‘wait their turn’. By using information given to you by the owner and by using your knowledg...

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