Technicians

Don't let that next phone call be the client who got away. Use these tips from Sally Hickey, a receptionist at Short Pump Animal Hospital in Richmond, Va.

Between 7:30 a.m. and 9 a.m. chaos ruled in the front office at Catawba Animal Clinic in Rock Hill, S.C., says Hospital Administrator Jean Weaver. "All our dental appointments, surgery appointments, daycares, and routine morning appointments were coming in around the same time," she says. "Our receptionists were overwhelmed trying to check in the appointments in a timely manner, especially with clients rushing to get to work."

Gary Morgan, a receptionist for Robert E. Lewis, a dentist in Overland Park, Kan., has a special talent: He remembers the name of most of the clients who walk through the door. And with more than 1,500 client records in the practice database, that's no small feat.

End-of-the-day surgery releases can bring chaos and confusion to even the most organized veterinary teams. That's why team members at Rock Road Animal Hospital in St. Louis, Mo., developed a system to route clients through the checkout process before they're reunited with their pets.

In 23 percent of practices, credentialed technicians are responsible for most of the client's education, according to a recent survey by VetMedTeam.com. In 52 percent of practices, veterinarians handle the bulk of education, while in 19 percent of practices, veterinary assistants take charge of this task. Here's a look at the percentage of respondents who say team members discuss these issues with clients:

Frustrated with your work? Use this advice to choose the right path and take control of your career.

One technician found volunteer work was a perfect solution to renew her love for the profession.

Drs. Mark Shackelford and Lou Ann Wolfe have a few things in common: They both work at practices on the same street in Tulsa, Okla., and they both have a team member who shines. For Dr. Shackelford, that person is Kimberly Seigrist, RVT.

A medical record audit is the best way to measure how much money your practice is leaking.

A stray dog in a small Alabama town found a home and a calling visiting nursing homes with a young veterinarian.

On the Job: Pam Weakly, practice manager at Dickman Road Veterinary Clinic in Battle Creek, Mich.

When you're faced with a co-worker who's acting like a demon, these strategies will help.

Gina Toman, a Firstline Editorial Advisory Board member and a veterinary assistant at Seaside Animal Care in Calabash, N.C., says that when you do a good job passing the client off to the receptionist after the appointment, you help prevent missed charges and improve the client's experience.

Florie is a 4-year-old, spayed female Labrador-shepherd crossbred dog. Until six months ago, Florie's medical history was unremarkable. At that time, she was diagnosed with a bacterial urinary tract infection (UTI) based on the presence of hematuria and pollakiuria; she received 500 mg cephalexin orally once daily by the referring veterinarian for five days.

Freeze! I mean everyone. Now meet. Sound impossible? The team at Metzger Animal Hospital in State College, Pa., manages it twice a day. Here's how it works: Everyone meets at 8:45 a.m. and 2:15 p.m. in front of the dry erase board.

Picture this: You're explaining why Baxter needs heartworm preventives when the tinny sound of Beethoven's 5th erupts from inside your client's purse.

The doctor uses me as a receptionist, although I'm a registered veterinary technician. What should I do?

Whether you answer the phone twice a day or twice a minute, these tips will help you handle a range of calls with finesse and keep conflict with clients to a minimum.

Here's a quick snapshot of what we've learned about your career, pay, responsibilities, and feelings about veterinary practice.

Use these quick strategies to make your days go more smoothly.

Anyone who's managed inventory knows it's tough to find the right balance of products without storing too much-or too little. These tips take the ache out of tracking, ordering, and stocking.

Don't settle for just-OK visits anymore. Use these service strategies to take your team's performance up a notch

Feel that pinch in your back? Or maybe your wrists ache. Perhaps you've got a chronic case of phone neck—that permanent crick from bracing the phone with your neck while you scribble a message about Fifi's chronic diarrhea for the doctor. Use these tips to ease the strain:

Last week a client brought in a very sick pet and refused to treat it because of the cost. This makes me furious. What can I do?

Whose directions should I follow when the doctors disagree?

The owner of my practice makes rude remarks about women's work abilities. Should I confront the doctor about his sexist comments?

If you're not careful, the hustle and bustle of the day could distract you from communicating your deep caring for clients' pets. To avoid this pitfall, Dr. Jason Palm, of Hiawassee Veterinary Clinic in Orlando, Fla., imagines that every pet he examines is his own.

As we discussed last month, the first day on the job sets the tone for everything that follows. And a great first day leads to a smoother transition, improved performance, and less turnover. Here's more on how to make a new employee's experience a great one