Getting a new team member started (Proceedings)

Outlined below are the steps we take at Meadow Hills Veterinary Center for our hiring and training processes.

Interview panel – We select 2-3 key individuals for the hiring process. At least one of them will be in charge of the training. This panel reviews all of the resumes and 10-15 applicants are selected for phone interviews.

Phone Interviews – We spend about 5 minutes getting to know the applicant on the phone. At this time we review the job, hours, and requirements. If the applicant does not feel they are interested or can do the job they are taken off the list. Based on the phone interview, 5-7 applicants are invited into the hospital for a formal interview with the staff panel.

Formal Interview – Formal Interviews take approximately 30-45 minutes. During the formal interviews we again review and present a job description. Pre-scripted questions have been prepared and are asked by the team panel. Each team member fills out an evaluation form (See Attached) at the conclusion of the interview which is turned into the practice manager. The evaluation form for the interview, provides a useful tool in determining how the hiring panel would like to proceed. Applicants are asked questions dealing with the job, hobbies, client service skills, interpersonal office skills, professional goals and more. After the interview is completed the applicant is offered a tour of the facility and introduced to other staff.

Working Interview – A working interview invitation is extended to the top 2-3 candidates. The applicant will spend 2-4 hours with one or two senior staff members that have participated on the hiring panel. Interviewing doctors and technicians will generally spend 1-2 days with the practice. The purpose of the working interview is for the applicant to put a face with the job description. The benefit for the practice is to see the applicant in action and get a better sense of their interaction with the rest of the staff and clients too. The working interviews are valuable but still hard to predict behavior in such a short time.

Orientation – A two hour orientation is scheduled. We review the employee handbook, payroll, job description, training manual, mentor, schedule, uniforms, expectations, etc.

Training Mentor – A training mentor is selected and is responsible for the new hires training schedule and training. The mentor gives feedback to the practice manager on a weekly basis. The mentor is responsible for the initial progress evaluations also. The mentor receives a financial bonus when the training is complete and the new hire is able to do the job on their own.

Training – Each new team member receives a 3 ring binder with 8-10 sections to complete. The training covers the entire job description. A sign off sheet is attached for each section and is signed off by the mentor.

Training evaluations – Evaluation forms are given to the new hire at the time of orientation. The first evaluation takes place 2 weeks into the training. The evaluation is repeated in additional 2 weeks.

This an example of an interview evaluation form that is filled out by each team member sitting in on the interview.

Candidate Name__________________________________ Date_________________

Team Member Name_____________________________________________________

Name 3 top qualities you find in the candidate

1.

2.

3.

What concerns do you have of the candidate?

What characteristic of the candidate did you like the most?

What characteristic of the candidate did you like the least?

Based on your first impression today, is this someone you believe deserves a working interview?

........................YES...............or ................NO

This is an example of an evaluation forms we use for our new hires for the postion of the exam room assistant

1. Has completed reading "Who moved my cheese", "Raving Fans" and "FISH"

...........YES.............NO

................Comments

2. Staff member maintains a positive attitude and welcomes constructive criticism from their trainers. Is open to change and additional training. Seeks out to learn systems, tasks, techniques, etc. They are unfamiliar with.

.........5.. 4..3..2..1

..... Comments

3. Team member stays attentive and concentrated on their trainer. They understand the trainer is their mentor and will be responsible for their first and second performance evaluation.

..... 5.. 4.. 3.. 2.. 1

..... Comments

4. The team member is comfortable the Antech codes and paperwork. Understands how to look up pricing for clients and is quick to report results to doctors and follow out further instructions.

..... 5.. 4.. 3.. 2.. 1

..... Comments

5. The team member ensures the client is escorted out to the reception area even if they are waiting for medications so the client doesn't feel "lost" or look "abandoned". Communicates to the receptionists what the plan is for the client.

..... 5.. 4.. 3.. 2.. 1

..... Comments

6. Able to write an accurate estimate for diagnostics/treatment for a patient as per the doctor's request. Is able to review the estimate with the client and show the value to all services. Appropriate letters, brochures, and handouts should be included and reviewed before the estimate is given. Scheduling an appointment should be attempted for the services upon check out. (Example: Dental Appointment)

..... 5.. 4.. 3.. 2.. 1

..... Comments

7. The team member is able to set-up and complete digital x-rays on their own.

..... 5.. 4.. 3.. 2.. 1

..... Comments

8. The team member is familiar with and attempts to use the wireless tablets as much as possible in front of clients. The team member is capable of pulling up x-rays, blood work, estimates, prescription labels and go home instructions.

..... 5.. 4.. 3.. 2.. 1

..... Comment:

9. The team member is comfortable communicating the risk evaluation and explaining the vaccine protocols to clients. Is able to generate appropriate reminders for future visits with Meadow Hills based on the doctor's recommendations.

..... 5.. 4.. 3.. 2.. 1

..... Comments

10. Understands a ringing telephone is a priority and exam room assistants are responsible for helping receptionists answer the phone. Offers to call clients back in order to avoid on-hold time. When taking messages, completes a "message note" including date, time and initials. Pulls the appropriate record to accompany the note. When the caller requests another employee, the caller is asked, "May I tell him/her who is calling?"

..... 5.. 4.. 3.. 2.. 1

..... Comments

11. The team member is knowledgeable with Meadow Hills's de-worming protocol and wellness packages and is able to educate the client on the benefits for their pets. Does not seek an immediate answer, allowing the doctor to first discuss the options in greater detail and allow the client to think over the decision

..... 5.. 4.. 3.. 2.. 1

..... Comments

12. The team member is has compete all of their training cd's and videos.

..... 5.. 4.. 3.. 2.. 1

..... Comments

13. During slow/stagnant times the team member seeks out additional projects and/or duties. Remains a self-starter and continues to stay busy and use the extra time wisely.

..... 5.. 4.. 3.. 2.. 1

..... Comments

14. The team member is quick to offer to check-out a client to avoid any wait time if the receptionist are on the phone or helping other clients. Communicates well with the receptionists assuring a deposit has been placed when necessary for services.

..... 5.. 4.. 3.. 2.. 1

..... Comments

15. The team member has completed their Lunch & Learn with Hills Pet Nutrition.

..... YES ..... NO

..... Comments: