Receptionist

You’re on the front lines, so you always need to be prepared. Check out some of the lessons our client service managers, liaisons, and representatives have learned in their careers.


Filter Content

Search, filter and sort the hundreds of videos, lectures, blogs and articles so you can find exactly what you’re looking for.

  • Video

    Labeling Kennel Cards

    Views: 311 - Comments: 1

    Kennel cards can call attention to important pieces of information, such as where a patient’s meds are, if they have a personal item, and when you may need protective gear. Learn from Technician Training Specialist Jessica Waters-...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    CSR Terminology 101

    Views: 445 - Comments: 1

    P is QAR, normal BP/HR/MM. LMOM for O to discuss US DX and SX recomendations. Wait, what? Sometimes reading medical notes can seem like a jigsaw puzzle, especially for CSR's new to the veterinary field. Our front desk team here...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    My Journey to Vet School

    Views: 350 - Comments: 0

    Continuing education and training can have immense benefits on your longevity and happiness in your career. It impacts the patients you are working with today as well as the patients you will treat tomorrow. In this blog, Anthony...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    What Pet Loss Support Taught Me

    Views: 276 - Comments: 0

    I attended my first Pet Loss Support Group run by Enid Traisman, MSW, CT in December of 2018. I immediately felt the power of this community resource and felt validated in my own grief by the stories, lessons and experiences of th...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Article

    Tone and Volume for Your Client Conversations

    Views: 1,653 - Comments: 1

    In the 1970’s, Albert Mehrabian created a tool called the communication model. Within this model, he came up with the idea that only 7% of what is being communicated are the literal words. That means that according to his theory,...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Article

    Receiving Constructive Criticism

    Views: 1,393 - Comments: 1

    Being open to criticism, good or bad, is vital to being successful in any job. How else are you going to know what to improve on, how to grow, and areas may require more focus? When it comes to receiving criticism, it doesn’t a...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Understanding Cremation

    Views: 907 - Comments: 0

    If you are a pet owner whose pet is in failing health, or if you have sadly experienced the recent passing of a pet, the following information may help guide you through this difficult period with knowledge, understanding and peac...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Talking to Children About Pet Death: Pt 2

    Views: 734 - Comments: 2

    Dealing with a pet’s death is hard, and can be even harder when children are involved. Kids may not understand the magnitude of their pet’s illness, the related expenses, or how to assess quality of life. During these times, you c...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Dealing with Guilt

    Views: 641 - Comments: 0

    Guilt is a common feeling among participants in the DoveLewis Pet Loss Support Program. Enid Traisman, MSW, CT, and Director of the DoveLewis Pet Loss Support Program reviews how to help those dealing with feelings of grief after...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    5 Ways to Use Peanut Butter in an Animal Hospital

    Views: 1,230 - Comments: 0

    March 1st is National Peanut Butter Lover’s Day, and peanut butter is a commonly used tool here at DoveLewis. To celebrate, we’re sharing 5 facts about peanut butter and 5 ways to use peanut butter in your hospital.   5...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Coping with Grief and Loss

    Views: 1,110 - Comments: 1

    How does grief differ when a pet is lost due to old age versus a sudden tragedy? Enid Traisman, MSW, CT, and Director of the DoveLewis Pet Loss Support Program, reviews how clients may feel and react after losing a pet in each cir...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Article

    Ask the Right Questions

    Views: 3,997 - Comments: 0

    We’ve all had the thought after working with a client-- why didn’t you mention this earlier? Why am I just hearing about this now? This would have been nice to know an hour ago… While it may be easy to blame the client, it’s im...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Working Well Under Pressure

    Views: 3,132 - Comments: 1

    Pressure and stress are factors that play a role in our jobs, everyday. Join Sarah Parker, CMA (AAMA), from the Medical Society of Metropolitan Portland, to learn about ways to manage pressure in any position at your hospital....

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Article

    Email Etiquette- Do’s and Don’ts

    Views: 1,661 - Comments: 0

    There are a lot of ways to communicate these days. Phone calls, text messages, instant messages, email, direct mail-- the list goes on. While it’s important to note how your clients prefer to be communicated with, it’s also import...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Personality Types and Common Communication Mistakes

    Views: 1,874 - Comments: 0

    A client’s personality can have a big impact on their communication style. Join Sarah Parker, CMA(AAMA), from the Medical Society of Metropolitan Portland, to learn about the different personality types, and how to avoid the five...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Article

    Communication in Crisis: What Clients Go Through in an Emergency

    Views: 3,037 - Comments: 2

    Pet emergencies occur every minute of every day – but for our clients it is a singular monumental event. Pets are, in fact, family. They are family that like to eat socks, brawl in the street, enjoy an occasional pot brownie (doub...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Resources for Seamless Client Communication

    Views: 1,016 - Comments: 0

    Did you know that starting out the day with a team huddle can increase internal communication and lead to a better client experience? Learn from Sarah Parker, CMA (AAMA), from the Medical Society of Metropolitan Portland, about ho...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Article

    Handling Client Complaints

    Views: 1,807 - Comments: 0

    Handling client complaints can be draining from the start. Prior to working with the client, you should have already started your research on the issue, have notes on hand, and your team should be aware of the complaint. While it’...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Barriers to Effective Communication

    Views: 2,580 - Comments: 0

    We may think that our communication style is crystal clear, but is it? Learn from Sarah Parker, CMA (AAMA), from the Medical Society of Metropolitan Portland, about how we can minimize the barriers that happen in everyday communic...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    De-Escalating Clients in a Busy Lobby

    Views: 1,675 - Comments: 0

    Working with an escalated client can be awkward and uncomfortable, especially in front of other customers. Learn from Client Relations Specialist, Rena Alexander, and Client Liaison, Cy Torrey, about tips for handling unhappy clie...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Why We Stay Open

    Views: 1,484 - Comments: 0

    We learned recently that some local emergency hospitals are sending their patients to DoveLewis in an attempt to manage their own caseloads. We get it—when you combine factors like a national hiring shortage and our pet-friendly c...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Celebrating the Holidays Without Your Animal Companion

    Views: 924 - Comments: 1

    As the holidays are approaching, Enid Traisman, MSW, CT, and Director of the DoveLewis Pet Loss Support Program, reviews ways that you can honor your pet during the holiday season. These tips can also be shared with clients who ma...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Workplace Bullying

    Views: 2,449 - Comments: 0

    Bullying between staff members can be hard to identify. Learn from Cheryl Latta, DoveLewis Human Resources Manager, about how to recognize bullying behaviors and prevent it from happening.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Staff Transition to Management: Part II

    Views: 1,163 - Comments: 0

    Continuing from Staff Transition to Management: Part I, Cheryl Latta, DoveLewis Human Resources Manager, reviews common difficulties that new managers face and tips for making the most of your new promotion.   Making th...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Staff Transition to Management: Part I

    Views: 1,474 - Comments: 0

    Cheryl Latta, DoveLewis Human Resources Manager, talks about the difficulties that can come with a promotion to management, and tips for handling new responsibilities.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Communicating Discharge Instructions with Clients

    Views: 3,623 - Comments: 4

    Senior Technician Supervisor and CVT, Sarah Harris, joins Training Specialist and CVT, Jessica Waters, to review the process for communicating effective discharge instructions with clients. Using the example of a gastroenteritis p...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Introducing a Client Liaison Position

    Views: 1,412 - Comments: 0

    Anthony Strode and Cy Torrey, DoveLewis Client Liaisons, discuss the importance of providing great client experiences through their new positions as Client Liaisons. Learn how they are taking customer service to the next level, an...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Thank You, and Good Job

    Views: 1,673 - Comments: 1

    Being a veterinarian is exhausting, isn't it? We need to care about so many things! I need to care about that blocked cat whose owners can't afford treatment. I need to care about that dog with pulmonary metastasis whose owners...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Taking Messages

    Views: 2,436 - Comments: 0

    Beth Ann Fretz, Client Service Representative, walks through taking accurate messages to ensure effective communication throughout the hospital.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Workplace Grief - Making a Memorial Table

    Views: 2,018 - Comments: 0

    March is Wellness Month at DoveLewis! Join Enid Traisman, Pet Loss Support Director, and Chelsea Lincoln, Special Accounts Coordinator, to learn about creating memorial tables to support your colleagues. Download Supplies List...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    New Kids on The Block

    Views: 3,316 - Comments: 17

    Even for experienced staff, working at a veterinary ER can be hectic, heartbreaking, and overwhelming.  For brand new employees, adapting to the pace can be rough.  Unfortunately, I’ve seen new hires get overwhelmed by t...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Veterinary Interview Prep

    Views: 2,073 - Comments: 2

    Whether you are applying for a position in a new city, or promotion at your current hospital, there are a few tips you should keep in mind. Cheryl Latta, DoveLewis Human Resources Manager, discusses how to make the best impression...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    The Other End of the Leash

    Views: 2,396 - Comments: 15

    Talk to anyone in vet med about why they are in the field, and you are likely to get a response laced with misanthropy. Bring up the possibility of human medicine with a vet tech, and elicit a squirm of distaste or a gag resp...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Staff Communication During Euthanasia

    Views: 5,481 - Comments: 0

    Beth Ann Fretz and Kaitlyn Sanborn, Client Service Representatives at DoveLewis, walk through the administrative process of patient euthanasia, and how to help customers during the difficult time.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    How to Address Mental Health Concerns

    Views: 3,521 - Comments: 0

    Chief Human Resources Officer, Monica Maxwell, and HR Generalist, Cheryl Latta, address culture issues and signs managers should look out for when it comes to burn out and depression.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Let’s Talk About Suicide Awareness

    Views: 2,500 - Comments: 0

    Live Again co-founder, Eric Snyder, comes to DoveLewis to talk with HR Generalist, Cheryl Latta, about suicide awareness and prevention. Resources mentioned in this video: National Suicide Prevention Lifeline: 1-800-273- TALK...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Disaster Relief in the Veterinary Community

    Views: 1,954 - Comments: 1

    Natural disasters impact thousands of pets and veterinary hospitals each year. Christy Michael, BVMS, discusses ways to help your local and national veterinary community. Dr. Michael also recommends relief and recovery teams speci...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Talking to Unhappy Clients on the Phone

    Views: 6,066 - Comments: 0

    Former DoveLewis Client Service Representative, Kaitlyn Sanborn, discusses helpful tips and strategies for talking to unhappy clients over the phone.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Can You Fire for Free Speech?

    Views: 2,472 - Comments: 0

    DoveLewis CEO Ron Mogan and Chief Human Resources Officer Monica Maxwell discuss the controversial firing of an employee at Google.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Communicating with Clients in Crisis

    Views: 5,623 - Comments: 0

    Client Service Representative, Beth Ann Flick, discusses tips for communicating with clients who are experiencing a stressful emergency with their pet.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Taking Payments and Closing Books

    Views: 2,591 - Comments: 0

    Client Service Representative at DoveLewis, Kaitlyn Sanborn, discusses best practices on taking payments and closing books at the end of your shift. Download Cash Verification Sheet

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    DoveLewis Phone Room: A Quest for a Quiet Lobby

    Views: 2,649 - Comments: 7

    As a leader at DoveLewis, one of my main focuses is to ensure Dove employees have the tools and resources they need to perform their jobs. Over the last few years, Dove has gone through a tremendous amount of growth. That inc...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    April Fools'! Safety Considerations for Dangerous Animals

    Views: 4,962 - Comments: 1

    In this unusual case, Coby Richter, DVM, DACVS, discusses safety tips and best practices when working with potentially dangerous animals.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Talking to Clients with Financial Concerns

    Views: 5,169 - Comments: 0

    Client Service Representative at DoveLewis, Beth Ann Flick, discusses important considerations when talking to clients about financial policies over the phone

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    No Experience Required? My First Job in the Veterinary Field

    Views: 3,587 - Comments: 2

    As my college graduation was nearing, I knew I needed to look for a job. At the time I was considering graduate school to pursue a career in human medicine, but I didn’t feel ready to go to more school so I decided to take a year...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Article

    How We Stayed Social in 2016

    Views: 6,952 - Comments: 0

    Social media isn’t going away. It’s growing at exponential rates around the world, and this is good news for veterinary medicine! A new avenue to educate clients and create growth opportunities? Yes, please. Social media can deliv...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    7 Tips for Happy Pets on Halloween

    Views: 2,620 - Comments: 1

    Guest blogger and behavior specialist, Jenn Fiendish, CVT, VTS (Behavior), discusses important things to keep in mind while educating clients this Halloween: We all know the dangers of chocolate and pets, but what about the anx...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    When Society Labels You a Killer

    Views: 3,834 - Comments: 7

    UPDATE: The Quebec Court of Appeal has lifted the temporary suspension of Montreal’s pitbull ban, putting the bylaw into effect. Pit Bulls have recently been all over the news as the target of a controversial ban which came aft...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Blog

    Hiring CSRs: What Do Clinics Look For?

    Views: 3,090 - Comments: 4

    Let’s face it. Hiring veterinary staff is challenging. Sure, it depends on the role: Certified / Licensed Technicians are like unicorns these days. You know they exist but you can never find them in regions like ours! Assista...

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature
  • Video

    Tiny Talk – Critical Thinking

    Views: 8,684 - Comments: 0

    Christy Michael, BVMS, describes critical thinking and why it is such a vital skill for everyone on the veterinary team.

    PDF and Downloads are a Premium Feature ADD TO
    BOOKMARKS
    Bookmarking is a Premium Feature

Pages

Add To Training Plan

X

Content Assignment

X

Scrub In