North American Association of Veterinary Receptionists (NAAVR) - with Debbie Boone, CVPM

For the past 7.5 years, the Veterinary Viewfinder has strived to tackle the toughest topics in veterinary medicine each week. This week, we're revisiting one of our favorite tough topics: money. Lately, social media seems abuzz with folks complaining about the high cost of veterinary care. This week, we want to dive a little deeper into some of the causes of these complaints and steps you can take when you're face-to-face with an upset client. Hosts Dr. Ernie Ward and Beckie Mossor, RVT, MPA, share their experiences with clients complaining about veterinary prices and offer advice on preventing misunderstandings and how to effectively and respectfully handle them when they arise. If you like this type of content, please go to Apple Podcasts or your favorite player and leave us a 5-star review. Your stars help us reach more of our colleagues! Thank you! Viewfinders, please share your thoughts on professional feedback with us on our Facebook or Instagram pages or email [email protected]. #veterinary #veterinarytechnician #veterinary #podcast #veterinarypodcast #vettechpodcast #vetpodcast

A tough job that we often talk about on the Veterinary Viewfinder is the role of a veterinary receptionist, a customer service representative, or whatever you choose to call those invaluable folks up front who are, quite frankly, taking a lot of the hits from our clients. This week, we’re excited to welcome back to the podcast Debbie Boone, CVPM, one of the co-founders of a new organization dedicated to improving the lives and skills of those folks who are our veterinary receptionists. This week, we want to discuss how you can get involved and why this is important for your clinic. Hosts Dr. Ernie Ward and Beckie Mossor, RVT, MPA, talk with Debbie Boone, CVPM, a co-founder of the North American Association of Veterinary Receptionists (NAAVR). Learn how this organization started, what its plans are, and why you should better train your veterinary receptionists!

A tough topic that every veterinary professional will confront at some time in their career is a disagreement with a pet parent over how they are doing something regarding care. This difference can be about diet, anti-vaxxing, or a whole host of other things that can potentially put their pet at risk. It can also be different philosophically, ideologically, medically, or something you don’t believe is a good idea for their pet. This week, we want to talk about having those hard conversations. Hosts Dr. Ernie Ward and Beckie Mossor, RVT, MPA, share some of the advice that they have found to help them in these difficult conversations and, more importantly, how you can have these conversations successfully. Plus, stay tuned to learn why Dr. Ward says, “You can’t fire your way to utopia!” in veterinary practice. (Hint: it’s got to do with the 4% Rule.) Viewfinders, this is another good one! If you like this type of content, please go to Apple Podcasts or your favorite player and leave us a 5-star review. Your stars help us reach more of our colleagues! Thank you! Viewfinders, please share your thoughts on professional feedback with us on our Facebook or Instagram pages or email [email protected].

A lack of appropriate feedback leads to failure. You need to give your team at least three types of feedback to succeed. This week, we discuss the three types of feedback you should give - and receive - to excel in veterinary medicine. Hosts Dr. Ernie Ward and Beckie Mossor, RVT, MPA, tackle the topic of feedback in the veterinary workplace. Dr. Ward shares his three types of feedback: Appreciation, coaching, and evaluation, as well as tips for each and why all three are necessary for progress. Beckie shares her experiences receiving and giving feedback to colleagues and why trust is foundational to progress as a veterinary professional. Viewfinders, share your thoughts on professional feedback with us on our Facebook or Instagram pages or email [email protected]. If you like this type of content, please go to Apple Podcasts or your favorite player and leave us a 5-star review. Your stars help us reach more of our colleagues! Thank you! #veterinary #veterinarytechnician #veterinary #podcast #veterinarypodcast #vettechpodcast #vetpodcast

Veterinary technician programs have expanded in remarkable ways over the past decade, and there's a push towards getting a four-year degree, with even more advanced degrees on the horizon. This week, we're speaking with the interim Director of Appalachian State University's Veterinary Technology B.S. Program, Jennifer Serling CVT RVT VTES BVSc, to discuss the benefits and pros of a four-year veterinary technician degree and the value of remote education.  Hosts Dr. Ernie Ward and Beckie Mossor, RVT, MPA, explore some of the exciting changes and opportunities in in-person and online veterinary technician programs. This week's guest has a long history of innovating veterinary technician curricula, and we're thrilled to cover her thoughts on why obtaining a four-year veterinary technician degree has potential impacts far beyond clinical practice. After you've listened to this week's podcast, please give us a HUGE FAVOR and leave us five stars on Apple Podcasts. Your review helps us reach more of our colleagues with these topics. Thank you! Learn more about Jennifer Sterling and App State's Vet Tech Program: https://rri.appstate.edu/vet-tech  https://www.linkedin.com/in/jennifer-serling-75216b15/ #veterinary #veterinarytechnician #veterinary #podcast #veterinarypodcast #vettechpodcast #vetpodcast

Working in a veterinary clinic can pose many hazards. This week, we want to discuss some of the common workplace risks of veterinary practice and why we want you to stop doing them because they are putting you at risk. Hosts Dr. Ernie Ward and Beckie Mossor, RVT, MPA, tackle five major areas of personal risk in veterinary clinics: radiology, animal restraint, ergonomics, dentistry, and anesthesia/operating room. Dr. Ward and Beckie offer examples of each hazard along with tips on mitigating personal risk. Viewfinders, this is an important topic for anyone working in veterinary practice. Please share your tips and concerns on our Facebook or Instagram page. Also, please do us a HUGE FAVOR and leave us five stars on Apple Podcasts. Your review helps us reach more of our colleagues with these topics. Thank you! #veterinary #veterinarytechnician #veterinary #podcast #veterinarypodcast #vettechpodcast #vetpodcast

Have we forgotten how to behave in the clinic these days? This week, we want to discuss generational differences and how we can help improve each other's manners and etiquette when dealing with clients and co-workers.  Hosts Dr. Ernie Ward and Beckie Mossor, RVT, MPA, tackle the tough topic of dealing with four generations of different communication styles and preferences in veterinary practice. Today's discussion stems from a recent conversation Dr. Ward had with a couple of veterinary clinic owners. The owners were complaining that the manners and etiquette of some of their younger team members didn't seem up to snuff or meet the standards of professional interactions that they were accustomed to. They lamented that maybe their "home training" had been different.  How do we reach different generations regarding professional deportment, manners, and etiquette? Right now, we've got four generations in the workplace. And what's normal? What's abnormal? How can we coach and change? There's a lot to unpack in this podcast. Beckie states, "And it's a real judgy conversation. I'll say that upfront. It is kind of saying that here are our situational and social norms. And when we look outside of that, from a judgment standpoint and also from an observational standpoint, how does that impact our clinic? Viewfinders, this week's podcast packs a powerful punch on several tough topics! And please leave us a review on Apple Podcasts so we can continue to reach more colleagues! Please share your thoughts on this week's episode on our Facebook or Instagram pages, @VeterinaryViewfinder, or email us at [email protected]. #veterinary #veterinarytechnician #veterinary #podcast #veterinarypodcast #vettechpodcast #vetpodcast

What happens when one veterinary clinic's personnel is rude or short with another? We're talking about when you call for records, they are not happy about it - and let you know how they feel! This week, we are talking about the benefits and risks of informing another clinic of the behavior of their staff. And what about giving clients medical records? How do you handle that? This week, we discuss these topics and a whole lot more on The Veterinary Viewfinder! Hosts Dr. Ernie Ward and Beckie Mossor, RVT, MPA, discuss all things medical records request on the episode. Dr. Ward begins with a scenario of a vet clinic receptionist who is repeatedly treated rudely when calling a nearby practice to request medical records. Should the clinic notify a manager or owner about the staff's bad attitude? If so, how? And what can the clinic reasonably—and realistically—expect to happen next? Beckie also shared a recent "medical records mixup" that left her frustrated, and our hosts discussed how to handle medical requests in general. Viewfinders, this week's podcast packs a powerful punch on several tough topics! Please leave us a review on Apple Podcasts so we can continue to reach more of our colleagues! Share your thoughts on this week's episode on our Facebook or Instagram pages, @VeterinaryViewfinder, or email us at [email protected]. #veterinary #veterinarytechnician #veterinary #podcast #veterinarypodcast #vettechpodcast #vetpodcast

This week, we’re honored to have a conversation with the first veterinary technician elected as President of the Viticus Group (WVC) Board of Directors, Heather Prendergast, RVT! Hosts Dr. Ernie Ward and Beckie Mossor, RVT, MPA, are joined by a friend and prior guest, Heather Prendergast, RVT, CVPM, SPHR. Heather shares her story of starting as a would-be veterinarian, becoming a registered veterinary technician, managing a successful veterinary clinic, working in industry, and earning her CVPM and SPHR, NAVTA, and Viticus (WVC) Boards, and her recent election as President of the Viticus Board of Directors! Viewfinders, Heather’s story is inspirational in so many ways! To learn more about Viticus and Heather: https://www.viticusgroup.org www.linkedin.com/in/heather-prendergast-rvt-cvpm-sphr-aa907048 www.synergie-llc.com #veterinary #veterinarytechnician #veterinary #podcast #veterinarypodcast #vettechpodcast #vetpodcast

Is your break area always a mess? Whose responsibility is it to clean it? And what about coffee? Do you pay? Or does your boss? This week, we discuss a multitude of messes that can occur in the common areas of a veterinary clinic. We also debate who should be on the hook for that special brand of coffee and tea that you like and more bread rook dilemmas. Hosts Dr. Ernie Ward and Beckie Mossor, RVT, MPA, tackle the tough topic of “when break rooms attack!” From messy tables to moldy leftovers to whether or not staff should nibble on client goodies, we delve into a multitude of potential snack and break room problems. Viewfinders, have you ever had heartbreak - or a heart attack - when dealing with food and drinks in your clinic? Who does the dishes? Do your refrigerated items have an expiration - or too-out - date? Share your thoughts and experiences on our Facebook or Instagram pages (@veterinaryviewfinder) or email us at [email protected]. #veterinary #veterinarytechnician #veterinary #podcast #veterinarypodcast #vettechpodcast #vetpodcast