The Vet Clinic. Typical Timeline day practice head tech possible office manager emergency work...
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Transcript of The Vet Clinic. Typical Timeline day practice head tech possible office manager emergency work...
The Vet Clinic
Typical Timeline
• day practice
• head tech
• possible office manager
• emergency work
• specialty/teaching
• Parts of the Vet Clinic
• sign - show the location, generate clientele, detail services, hours, phone number
• outside - well kept, clean (poop scoop!) - make are clients know when their pet will need a sample
• reception area - one of the most critical parts of the clinic
• Reception
• clean, well organized, inviting, SMELL, comfortable
• distance between pts, cats?, kids, refreshments
• barking dogs, fighting, scared animals, bereavement
• Exam Room
• comfortable but CLEAN, very organized
• the exam must go smoothly, well oiled machine
• different rooms for different pts
• which areas of the clinic will client’s see?
• “take him to the back and draw some blood”
• “recheck exam”
• “fecal”
• “negative fecal”
• “put him down”
• “put him to sleep”
• “pull a tooth”
cleaning
The Veterinary Technician
tasks of a Vet Tech• Appointments
• stock rooms
• load a room?
• pt hx
• tprw
• collect samples
• +/- vax
• ANTICIPATE - make a DVMs job easier, make things go smoother, suggest things that maybe are not being considered
• assist DVM during exam
• charges
• Rx
• discharge instructions
• follow-up today, tomorrow, 10 days, 1 yr
• drop-offs - CHECK THE RECORD
• lab work
• hospitalized patients
• emergencies
• house calls
• boarding
• other?
the healthcare team
• support staff
• gained popularity in the last years. it is more efficient for a doctor to only diagnose, prescribe, and perform surgery
• RVT - registered veterinary technician
• CVT - certified veterinary technician
• LVT - licensed veterinary technician
• DVM - doctor of veterinary medicine
• CVA - certified veterinary assistant
• OJT - ?
• Office Manager - Practice Manager
• usually credentialed
• orchestrate everything (even DVMs?) to ensure the most efficient and profitable practice is maintained
• develops the mission statement and plan for growth
• unites doctors and staff to work well together an meet practice goals
• marketing
• hiring, firing, supervising
• inventory
• client management (financial, troubleshooting)
• staff scheduling
• clinic scheduling
• accreditation, certification, compliance, inspections, QC, CE, vendors
• training, staff meetings
• COMMUNICATION
• kennel attendants
• attend to the kennel
• trained to follow protocols, alert a higher up with any abnormality
• cleaning
• possibly cross-trained (usually restraint)
• Receptionists
• BY FAR the most difficult job in the clinic
• make or break a practice
• customer service, communication, friendliness, helpfulness, organize appts,
• handle fees, billings, cash drawers, insurance, Care Credit, records
• communication with the team, between clients and the team
• an excellent receptionist can steer the entire day
• LVT
• tech v assistant
• requirements
• CVA program through TVMA
• Head Tech/Tech Manager - cross-training, staff directions (doling out responsibilities)
• Tech Specialists - approved through NAVTA
• extra schooling and passing an additional set of board exams
• VTS - veterinary technician specialists
• ie Ryan Kutzler, LVT VTS (ECC, SAIM)
• the Academy of Veterinary …
• Dental Technicians
• Technician Anesthetists
• Internal Medicine for Veterinary Technicians
• Emergency and Critical Care Technicians
• Behavior Technicians
• Zoological Medicine Technicians
• Equine Veterinary Nursing Technicians
• Surgical Technicians
• Technicians in Clinical Practice
• Clinical Pathology Technicians
• A great technician is used to help develop the vision of the practice. the doctor’s right hand
• a GREAT technician MUST
• care where the clinic is going
• WANT to learn more
• be efficient and organized
• have problem-solving skills
• be a part of the evolving standard of care
• Job Descriptions
• the minimum
• the maximum
• evals
• interviews
• Hiring
• who weighs in?
• yet another review - interviewers are looking for
• suitability for the job description
• personality
• professionalism
• knowledge
• experience
• appearances/impression
• steps in hiring
• analyze the job requirements
• develop job description
• announce/advertise position
• review applications/resumes
• rank candidates for interview
• interview everyone you are going to
• make final selection / check references
• offer the job/salary
• establish start date
• orientation on day one / start training, etc
• it is unlawful to ask about race, religion, national origin, handicaps, marital status
• acceptable questions
• describe your previous position
• describe your best/worst boss
• what did you like least/most about a previous position
• what special skills do you have to apply to this position
• what are your short-term and long-term goals
• acceptable questions
• what accomplishments are you most proud of
• how do you feel about constructive criticism and formal evaluation
• how do you feel about being on-call
• can you work weekends and holidays (hopefully they will give details)
• what are your strengths and weaknesses
• DO YOU HAVE ANY QUESTIONS FOR US?
• How Do Client’s Choose a Doctor for Their Pet?
• Location
• word of mouth - brave new world of Yelp, Social Media
• now they have probably selected where to start going - let’s keep them here
• DVM and Staff are friendly and caring
• pet is handled gently
• genuine concern for the animal
• COMMUNICATION
• professional knowledge
• cost - money’s worth
• client’s perception of the “medicine”
• your attitude toward a client will come through
• “enthusiasm is caught, not taught”
• “don’t let your busyness interfere with your business”
• a client must know that you are happy their pet is there
• a client must know their pet is happy there
• BY FAR the most common way you will know a client is unhappy is never seeing them again
• NEVER JUDGE A BOOK BY ITS COVER!
• wait times are always a concern and can always be improved
• keep the doctor going
• take as much off the DVMs plate as possible
• keep the client informed
• get things ready before you are asked to - ANTICIPATE
• Appointments vs Walk-Ins
• Appointments vs Emergency Care
• Appointements vs Surgery
• Appointments vs Drop-Offs
• Appointments vs Staff Schedule
• payroll is related to how much the clinic brings in and how much it spends - equally
• are you the equivalent of one person, 2 people, less than one person?
• how much money do you cost?
• are clients their to see you?
• miscellaneous terms
• in-house meds
• donor animal
• petty cash
• employee discount
• accounts receivable
• price shopping
• fair fees