Practice Manager
>Practice Manager
Building a Superior Client Service Team
June 10th 2013This course is designed as an introductory course for people who will be fulfilling a veterinary clinic reception job description. Course module topics include receptionist job traits and skills, professional appearance, offering superior customer service, the basics of communication, the veterinary medical record, making appointments, and basic veterinary medicine.
Effective Communication for the Veterinary Team
June 10th 2013This course is designed for every member of the practice team to improve communication. Topics covered include elements and styles of communication, facilitating communication, how to recognize conflict in a timely manner, dealing with conflict in a constructive manner, how to effectively communicate with clients who are upset or emotional, and developing a communication code of conduct specific to your practice. (5 CE credits)
Team Meetings: Creating Productive, Positive Experiences
June 10th 2013This 3-week course addresses the management of meetings, including the different personalities within the team and how to redirect the meeting when those personalities interfere with a positive outcome. In addition, the course provides resources, which will allow meetings to be enjoyable while still accomplishing specified meeting goals. There is a training module devoted to more advanced meetings that focus on the management and financial success of the practice including increased compliance. (10 CE credits)
Ask Shawn: Shine light on a moonlighter
May 1st 2013For the past few years, our veterinary practice's kennel business has been declining. I recently learned that an employee pet-sits for clients on the side. The other day a client approached me in an exam room asking if I was the employee who offered pet sitting. When I told him we board pets at the clinic, he said, "Oh dear, I hope I don't get someone in trouble." In fact, the moonlighting employee gave him a tour of our kennel just last week. I realize some people want a more personal approach, but the fact that the pet sitting is a secret going on behind the owner's back bothers me. Help! -Blindsided by boarding
My veterinary team looks shabby, not chic
April 1st 2013I'm a practice manager at a hospital where several team members, including a doctor, come to work looking like they just rolled out of bed. When I hired all of these people I went over the dress code, which includes professional attire, clean scrubs, doctors in white coats, and neat hair. I want our practice to present a well-put-together, professional appearance. Our clients are judging us from the minute they walk in the front door. I've addressed workplace attire at staff meetings and in the employee handbook, but it doesn't seem to stick. What's the next step?-Dressed for Success
Survey: What would you change about your practice?
February 25th 2013Here's a universal truth: Change is not easy. But sometimes it really can help your practice (or your work life). We'd like to learn more about what changes are hardest, what would help you prepare for change, and what changes you'd be most open to making.
