STAF152-1012: PM Focus Series: Team Member-Assets of the Clinic

INSTRUCTOR(S): Rebecca Rose, AAS, CVT
COURSE OPEN: October 3-20, 2012
REAL TIME SESSION (RTS): Wednesday, October 10, 2012; 8:00pm-9:30pm ET (USA)
Course RTS Times in Your Area: World Clock Converter

Practice Sessions: In order to prepare you for a successful experience in your CE course, we request you attend a Practice Session prior to the first Real Time Session. Please arrive promptly at the start time; each Practice Session is up to 1 hour in length. For more information, please visit the CE Practice Area.

*The instructor for this course will be using audio which will require you to have a headset or speakers to listen. If you have any concerns regarding your computer's audio capabilities, please be sure to attend one of the Practice Sessions.

Level and Prerequisites: This intermediate course is geared toward those working as practice managers and/or toward their CVPM, but is open to any VSPN or VIN Member wishing to focus on team members as assets of their clinic, increasing efficiency and leveraging. This practice management course is part of a series of focus topics to highlight features of management in a single Real Time Session. Prior participation in the Practice Management 101 course is recommended, but not required. The course format is that of a VINgnette where interaction in the message boards discussing case scenarios will be required to enhance the single Real Time Session. Participants should plan on this more intensive study.

VSPN CE Course: Open to VSPN and VIN members. This course has been submitted for RACE approval for veterinarians and veterinary technicians and to VHMA for CVPM credits.

Course Description:
How does your team fit into your hospital's Mission and Vision? How can their collective values and experiences bring value to your client's experience? A common dogma heard in practice today is: Your veterinarians must do what they are trained to do and your team must be leveraged to complement their training by offering the best in client service and veterinary medicine. This can be a challenge! During this powered up session, we will focus on bringing the best out of your team enabling them to truly shine as assets of your veterinary hospital. We will review wages of the animal health care team, help to identify what motivates them, career development within your team, formulate the key ratio of doctor/team, and discuss the use of performance reviews to build goals and career satisfaction.

This course consists of one (1) ninety (90) minute Real Time Session, supplemental library materials, interactive message board discussions, a mandatory end-of-course test, and may include online multiple choice quizzes (after each Real Time Session). Successful completion (scoring 80% or better) on the end-of-course test is required to earn a certificate of completion for the course.
*A portion of this course will be an audio presentation, please be prepared to listen.

Upon completion of this course, the participant should be able to

• identify wage resources for the veterinary health care to include benefit packages
• outline associations and organizations currently available to support your team in their professional growth.
• examine your current benefits package and how it aligns with your team's needs.
• evaluate your team's perception of outstanding client service.
• create tools for consistent messaging of the products and services you provide to your clients.
• ask your team and analyze how well they are living your hospital's mission and vision.
• outline services your team directly impacts and how to capitalize on their knowledge.
• dissect your full-time-equivalent doctor (FTE) to veterinary team ratio.
• seek first to understand team motivators and expand on the momentum.
• continue to enhance team satisfaction and grow their passion.
• create performance reviews that grow and develop each team member beyond their current state of professionalism.
• define individual goals supporting the mission and vision.
• determine team goals supporting the mission and vision.
• develop and support community opportunities.
• work through SMART goals with your team to build solid career paths.
• leverage your team to its MAXIMUM POTENTIAL by setting clear goals.
• market your team's assets.
• review current resources to help identify tangible efficiencies and profitability.
• briefly discuss and identify burnout and seeking professional help in that arena.
• revise forward to the basics to include integrity, courtesy, and client service.
• create a clearinghouse of resources for your team to expand upon their desire to grow to benefit the pet, pet owner and veterinary hospital.

Course Materials: Course materials will be available in the course library prior to each Real Time Session.

Required Textbook(s): There is no required textbook for this course.

About the Instructor:
Rebecca Rose has been a CVT for several years and is a current practice consultant for Red Valley Rose Consulting, LLC. She has authored two texts on veterinary technician careers, writes peer reviewed articles, is a contributing author in a text book for veterinary technicians as well as sits on several professional councils and committees.

Course Outline:
Week 1: (Real Time Session October 10): Time Management for Managers
Content: As your team professionally grows, so will your practice. Now is the time to evaluate the time and effort you place in development of your team as the highest priority for client satisfaction in the experience your pet owner's receive. Client service, consistent messaging, team utilization, goal setting, career development, and support must be a focus of today's veterinary hospital to stand head and shoulders above the competition. Your hospital's mission and vision define what you do and how well you do it; does your team know how they can support each other in a collaborative, synergistic effort? At the end of this intense focus session, engaged participants will create a clearinghouse of resources that will support their team as the asset and commodity they are, developing them as professional individuals and as a team.

CE CREDITS: 1.5 (1.5 hours of lecture, 1 hour for in-depth interaction of case discussions on the message boards)

Tuition: $50 ($45 early bird special if enrolled September 22, 2012).
*Students currently enrolled in and taking at least 2 classes or 5 units at an AVMA accredited or CAAHT approved Veterinary Technician Program may be eligible to receive a 50% discount off the regular rate for this course (upon verification of student status).
NOTE: To ensure participants are ready and prepared for classes, enrollment will close when the maximum number of participants is reached or at 5pm ET the day of the first Real Time Session unless otherwise noted. If the first Real Time Session is on a weekend, course enrollment will close on the Friday before the first Real Time Session.

*For more information on how online CE works, see the Participant Resource Center.

1. Enrollment qualifications: VIN CE courses are open to VIN member and non-member veterinarians. Veterinarians enrolling in a VSPN CE course must be a VIN member. Veterinary support staff must be a VSPN member to enroll in a VSPN CE or a VIN CE course open to VSPN member enrollment.
2. Each enrollee must be able to receive emails from @vspn.org and @vin.com addresses. Email is our major form of communication with participants; personal emails are highly recommended rather than clinic/hospital email addresses.
3. Each person is individually responsible for his/her own registration. To ensure that all information received is secure and correct, please do not enroll for a course on behalf of another individual.
4. For further assistance call 1-800-700-INFO (4636) or email (VIN CE) CEonVIN@vin.com or (VSPN CE) VSPNCE@vspn.org. Please include the course title, your full name, and contact information in your correspondence.

*Note: "This course is submitted for approval for 2.5 continuing education credits in jurisdictions which recognize AAVSB RACE approval; however participants should be aware that some boards have limitations on the number of hours accepted in certain categories and/or restrictions on certain methods of delivery of continuing education." Call VSPN/VIN CE at 1-800-700-4636 for further information. (Attendees are encouraged to check with their licensing jurisdiction(s) for information regarding recognition by their board).

Course withdrawal and refund policy: A complete refund of the paid course price will be issued when your withdrawal request is received prior to the listed start date of the course. If you wish to withdraw after the start date please contact the VIN/VSPN office 1-800-700-INFO (4636) to discuss eligibility for a pro-rated refund.
* Note: To ensure rapid handling of your request for withdrawal, we recommend that you call the VIN/VSPN office at 1-800-700-INFO (4636).

*For more information on VSPN's upcoming CE courses, check the VSPN Course Catalog.

Nanette R. Walker Smith, MEd, RVT, CVT, LVT
VSPN Content Director & CE Coordinator

VSPN CE Services: VSPNCE@vspn.org
1-800-846-0028 or 1-530-756-4881 or direct line to VIN/VSPN from the United Kingdom: 01452226154
Barb Burri (Barb@vspn.org); ext. 764 (New Hampshire)
Charlotte Waack (Charlotte@vspn.org); ext 193 (Illinois)
Chris Upchurch (Chris@vspn.org); ext 197 (Florida)
Darci Palmer (Darci@vspn.org); ext 179 (Alabama)
Debbie Bess (DBess@vspn.org); ext 178 (Nevada)
Jennifer Withrow (Jennifer@vspn.org); ext 159 (Virginia)
Nanette Walker Smith (Nanette@vspn.org); ext 187 (Colorado)

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