BROOKE TUCK
Durham,NC
Summary
Energetic self starter, offering 23 years of veterinary experience in patient relations, and personnel management.
Overview
18
18
years of professional experience
Work History
Practice Manager
Animal Hospital of Peak Plaza
Apex, NC
05.2021 - 01.2023
- Developed inventory management systems to streamline supply ordering and reduce waste.
- Implemented new electronic health record system, leading to increased efficiency in patient data management.
- Coordinated with insurance providers to streamline the billing process and minimize any delays in reimbursement.
- Consulted with healthcare professionals on business decisions.
- Collaborated with marketing teams to develop promotional materials that effectively highlighted the practice''s unique offerings.
Practice Manager
Banfield Pet Hospital of North Durham
Durham, NC
01.2019 - 05.2021
- Oversaw daily operations to ensure optimal patient care and client satisfaction.
- Implemented efficient scheduling practices to maximize appointment availability and minimize wait times.
- Trained staff on best practices for customer service and clinic protocols to enhance team performance.
- Maintained inventory management systems to streamline supply ordering and reduce waste.
- Collaborated with veterinarians to improve treatment plans and ensure quality care for all patients.
- Analyzed clinic performance metrics to identify areas for operational improvement and implement solutions.
- Led team meetings focused on strategic planning and continuous improvement initiatives within the practice.
- Fostered a positive work environment to enhance employee morale, retention, and overall productivity.
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Ordered all office supplies and kept check on inventory levels.
- Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
- Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
- Developed close working relationships with front office and back office staff.
- Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
- Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
- Addressed and remedied all patient or team member issues.
- Oversaw accounting, budgeting, and financial reporting.
- Supervised team of 16 office personnel.
- Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
- Managed office budget, reducing unnecessary expenses and allocating funds for necessary improvements.
- Provided supervision and management to team of support personnel.
- Boosted staff morale by offering constructive feedback and specific direction.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Improved practice revenue through effective financial management and strategic cost reductions.
- Ensured compliance with healthcare regulations, maintaining up-to-date knowledge on industry standards and best practices.
- Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations.
- Created and implemented organizational policies and procedures.
- Increased patient satisfaction by streamlining appointment scheduling and implementing efficient check-in processes.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Oversaw facility maintenance projects, ensuring a safe and comfortable environment for both patients and staff members.
Practice Manager
Banfield Pet Hospital Of South Durham
Durham, N.C.
08.2015 - 01.2019
- Oversaw fiscal operations, including budgets, and financial reporting for a 1.9 million dollar hospital.
- Boosted staff morale by constructive feedback and specific direction.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Regularly supervised team of 16 paraprofessionals.
- Implemented operational strategies and effectively built customer and employee loyalty through the Five Principals of Mars and a collaborative .
- Strategized with 3 doctors on how to maximize efficiency within the hospital.
- Managed through adversity of 1 doctor days in the hospital.
Veterinary Assistant
Banfield
VA
01.2011 - 01.2015
- Assisted doctors in performing basic exams and tests.
- Cleaned and disinfected exam areas, equipment and kennels to prevent spread of disease, control odors and maintain healthy environment.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave under high pressure and high temperature conditions.
- Provided exemplary customer service to owners by answering animal health questions and educating about positive animal care practices.
- Evaluated incoming patients to determine treatment needs and urgency of care.
- Collected specimens from patients for laboratory analysis for parasites, blood analysis and culture.
- Assisted veterinary surgeon in ovariohysterectomies, castrations and dental/oral surgeries and procedures on canines and felines.
- Processed new patients and updated client records with key information such as patient history using Petware.
- Conducted preliminary patient work ups including gathering patient history information, description of symptoms from owner, and documenting presenting condition.
- Administered intravenous, and oral medications to animals in treatment on a regular, scheduled bases and documented any changes in condition.
- Operated diagnostic equipment such as radiographic and ultrasound equipment and interpreted resulting images.
- Assisted veterinarian with wound treatment, administration of vaccines and operations.
- Educated animal owners regarding feeding, general care, medical conditions and treatment options.
- Coordinated documentation of all treatment activities.
- Inoculated pets against various diseases.
- Administered anesthesia for operations and surgeries.
- Provided emergency first aid to animals as needed.
- Performed routine laboratory and diagnostic tests.
- Administered routine, post-operative and daily treatments to animals under direction and supervision of veterinarian.
- Filled prescriptions and coordinated refills for clients.
- Collected body tissue, feces, blood, urine or other body fluids for examination and analysis.
Office Manager
Banfield Pet Hospital of Garner
Garner, NC
11.2010 - 01.2011
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews for staff.
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel.
- Developed and implemented office management procedures, increasing training efficiency, team productivity and accuracy.
- Recruited and hired qualified candidates for vacant and new positions.
- Solved problems timely and effectively, ensuring customer satisfaction.
Office Manager
Banfield Pet Hospital of South Durham
Durham, N.C.
01.2007 - 01.2011
- Hired, managed, developed and trained staff, established and monitored goals and conducted performance reviews for staff.
- Developed and implemented office management procedures, increasing training efficiency, team productivity and accuracy.
- Recruited and hired qualified candidates for vacant and new positions.
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel.
- Solved problems timely and effectively, ensuring customer satisfaction.
CSC, Client Service Coordinator
Banfield Pet Hospital of North Durham
Durham, NC
05.2005 - 01.2007
- Greeted and helped clients and their pets at a high volume veterinary hospital.
- Carried out front office duties utilizing data entry skills in framework of medical database.
- Answered phone calls and messages for a 4 doctor veterinary facility, scheduling appointments and handling patient inquiries.
- Documented patient medical information, case histories and financial details to facilitate smooth appointments and payment processing.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- Contacted hospitals to confirm patients medical histories and prevent inaccurate diagnoses and treatments.
- Successfully scheduled patient appointments and placed reminder calls to ensure exceptional customer experience.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Completed skilled administrative work to support all office staff and operational requirements.
Education
High School Diploma - undefined
Riverside High School
Durham, NC1998
Associate of Science - Veterinary Technology
Penn Foster Career School
Scranton, PASkills
- Efficient multi-tasker
- Relationship building
- Conflict resolution
- Operations management
- Customer service-oriented
- Effective leader
- Strategic planning
Accomplishments
Delivered a presentation on best practices regarding my dental cleaning strategy during 2018 to help decrease overdue dental cleanings in our market.
Timeline
Practice Manager
Animal Hospital of Peak Plaza
05.2021 - 01.2023
Practice Manager
Banfield Pet Hospital of North Durham
01.2019 - 05.2021
Practice Manager
Banfield Pet Hospital Of South Durham
08.2015 - 01.2019
Veterinary Assistant
Banfield
01.2011 - 01.2015
Office Manager
Banfield Pet Hospital of Garner
11.2010 - 01.2011
Office Manager
Banfield Pet Hospital of South Durham
01.2007 - 01.2011
CSC, Client Service Coordinator
Banfield Pet Hospital of North Durham
05.2005 - 01.2007
High School Diploma - undefined
Riverside High School
Associate of Science - Veterinary Technology
Penn Foster Career School