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.

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? Say everything you need to say? Or do you want to live your life enjoying the present? I read somewhere that dogs live mostly in the present. They don’t anticipate...

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 and back staff are discussed, as well as the importance of taking appropriate breaks.

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.

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 it was decided that once my dad retired and we were living somewhere permanently, we could start adding pets to the mix.

So naturally one of my favorite...

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 clients.

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 is a reality. We see pet parents struggle with the decision to euthanize their beloved companions. Whether their pet has been battling a disease for years or...

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. Sometimes the scope of medical miracles exceeds our understanding of the aftermath.

I think about this often, especially living in Oregon, which is a ‘...

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 the door can be a huge challenge too. Of course, even on the best-planned days the proverbial “wrench” can alter the course and add stress to push us to our...

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 junk food), and really didn’t think all too much about my lifestyle.

I was working for a concert promoter, and even though it was stressful, I never really...

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