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FIRSTLINE, Oct 1, 2005

Team Building When the doctor doesn't see the problem By John Lofflin Favoritism, morale problems, unbearable associates–sometimes the doctor just doesn't see the issue. Use these strategies to clean off the doctor's rose-colored glasses, without making him or her mad. Professional Development Sample evaluation form An evaluation form helps you pinpoint a team member's strengths and weaknesses so you can agree on a plan for professional development. Move your job in the right direction By Sheila Grosdidier, BS, RVT Frustrated with your work? Use this advice to choose the right path and take control of your career. 10 key steps that position you for a promotion Are you ready for a career move? Here's what to think about. Sample compensation statement A compensation statement outlines all the benefits of working for the practice. Client Relations 5 ways to make clients feel welcome By Nora O'Donnell It only takes a little extra effort to make pet owners feel special. The benefit: happy, loyal clients who appreciate your care. Communication Strategies Tips to tackle difficult discussions By Portia Stewart It's hard to find the right words when you're broaching a topic that could spark tempers. Here's help to head off eruptions with co-workers, clients, or the boss. Making It Meaningful The most rewarding job By Stacie Knapp, CVT One technician found volunteer work was a perfect solution to renew her love for the profession. Money Matters Don't let charges escape (and why you should care) By Karen E. Felsted, CPA, MS, DVM, CVPM If missed charges are slipping out the door, you may be seeing a smaller paycheck and fewer benefits—and you may find it harder to offer high-quality care. Sample audit summary form Use this form to record your findings when you review medical records for missed charges. Efficiency Rules Don't let scheduling troubles weigh you down By Heather Kirkwood Use these timesaving tips to stay on schedule and keep your entire team afloat when disruptions threaten to throw your day dangerously off course. Front Desk Work for a stubborn cuss? By Marnette Denell Falley I've met a lot of great doctors. And I like them. As a group, I think veterinarians are among the nicest people on the planet. And, just like you, they have a special calling to help pets that sets them apart from other professionals. But that doesn't mean every doctor is a joy to work for or with. And I know they're not always that open to doing things differently. Ask the Experts I'm always behind By Christiane Holbrook There aren't enough hours in the day to finish all of my duties. What should I do? Clean it up! By Julie Legred, CVT I'm the first person in the office every morning, and the evening staff always leaves messes for me to clean up. How can I encourage them to pull their weight? Feeling underappreciated By Pamela Stevenson, CVPM The doctor doesn't recognize or appreciate me. How can I let her know everything I do? Picking up the slack By Jessica Janowski My co-workers don't take responsibility for their duties, and I often end up picking up the slack. What can I do? Help! We need more help By Dr. Mary Ann Vande Linde How do I convince the doctor that we're understaffed? We need a meeting By Jane Larson We never have staff meetings, and no one ever knows what's going on in the practice. How can we encourage staff meetings? Pearls of Practice Get personal with clients By Gary Morgan 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. Client education: a team project 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: Paging Dr. X By Shelly Hiemer, CVT Dr. X is running behind–again. But you don't want to interrupt him in front of the client. Here's an easy solution: Get him a pager. Shelly Hiemer, CVT, a technician at AMVET in Otsego, Minn., says her doctor chose to carry one so staff members could notify him when problems arise without interrupting. Then they developed a message system to indicate the degree of emergency. For example, if the team pages the doctor with number 33, he has 10 minutes to wrap up and get to the next client. Number 66 means he only has five minutes, and 99 means it's an emergency. Hook price shoppers By Sally Hickey 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. Streamline surgery releases By Carrie Gaffney 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. On the job: Sheila Lewis, CVT By Sheila Lewis, CVT Getting to know Sheila Lewis, CVT Celebrate a special technician 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.

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