2014 saw massive change come to the front desk here at DoveLewis. By the end of December we only had three full time Client Service Representatives (CSRs) that had started out at the front desk at the start of 2014; the rest of the team was new...

One of my biggest personal challenges as a manager is providing my team with consistent positive feedback to individuals.

The moment I walk into hospital I am faced with the all the matters that need attention: issues with our...

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 traditional...

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 direction. The wait can...

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 walk through the door...

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 goals when dealing...

Tip #5: Foster an atmosphere of learning in hospital.

This is vital for a successful on-boarding of a new hire, no matter what the position. A receptionist new to the industry will have many questions and will be presented with many...

Tip #4: New hires won’t remember everything shown to them in the “training” period (nobody could).

Our new receptionists have 80 hours of focused training before they work on the floor by themselves during a shift. About 25-30 hours are...

Tip #3: You can’t teach and train for every possible situation.

When a new hire is training there is so much to go over: check-in procedure, referral process, call-backs, common phone questions, absolute emergencies that need to be seen (...

Tip #2: Communication and compassion trump all. The applicant who is a solid, clear communicator and can discuss difficult topics in a professional and compassionate way always wins. Team members at the front desk must converse about tough issues...

Hiring a new receptionist into the hospital is always a huge investment of time and energy and even more so when the new hire is green to the veterinary industry but a fresh perspective can be an essential addition to the reception team as well...