Cami Phelps
Rockville,UT
Summary
Certified Veterinary Practice Manager with 17 years of experience in all aspects of practice management in varied hospital settings. Dedicated to improving the veterinary profession through team development, financial management, high standards of care and attention aimed at consistent and exceptional client experience. Proven track record of leadership and business management skills throughout my career.
Overview
17
17
years of professional experience
Work History
Primary Care Practice Manager
Friendship Hospital for Animals
Washington, DC
09.2021 - 09.2024
- Oversaw all aspects of the primary care team consisting of 13 doctors and 15 assistants
- Managed the client care department of 30 direct reports, a department manager, 4 supervisors and 3 shift leads. Implemented daily huddles and created a training program to onboard new team members.
- Managed the pharmacy team, including two licensed pharmacists.
- Tracked primary care associates production and service mix as well as handling administrative responsibilities including raises and performance concerns.
- Successfully hired veterinary assistants and created a training program with the department supervisor, medical director, and three staff trainers.
- Matched vet assistants to doctors to create a more efficient and productive work environment, which increased production and greatly improved staff morale
- Responsible for reviewing revenue and staff expenses. Managed the budgets for primary care, client care and pharmacy.
- Took over management for the inventory department and began creating a coordinated approach to ordering for the services and managing costs.
- Worked closely with hospital leadership and medical directors of primary care, emergency, and specialty to implement safety measures, improve compliance, and set hospital standards.
- Responsible for handling issues in all hospital departments, coordinated with all services and problem solved in real time to help hospital flow and function for team members, clients and patient care.
Hospital Administrator
East Lincoln Animal Hospital
Denver, NC
03.2020 - 08.2021
- Led a 13 doctor practice with 50 support staff and an annual income of around 8 million dollars.
- Evaluated weaknesses in the culture, leadership structure, staff development and financial management.
- Created the role of inventory manager, technician team lead and client service team lead. Directly trained each of the people in these positions and set goals to develop a culture focused on development and team building.
- Implemented Quickbooks as no prior financial records existed utilizing VMG/AAHA chart of accounts. Assigned and worked with an in-house bookkeeper to begin monthly reconciliation and review expenses against industry standards.
- Increased support staff for each DVM and trained these team member to support their doctor by reviewing records, preparing and presenting estimates and increased production by 15% over an 8 month period.
- Worked with the medical director to develop hospital protocols, initiated appropriate pricing structures commensurate with service and quality of medicine.
- Implemented monthly team meetings and individual evaluations of team members to assess areas of improvement and determine ongoing training.
- Reviewed and discussed monthly production numbers with all associate DVM's and provided guidance to enable them to encourage higher standards of medicine to meet the growing demographic in the area.
Hospital Administrator
Ashburn Veterinary Hospital &Fancy Paws Cat Clinic
Ashburn , VA
11.2007 - 02.2020
- Over a 13 year period restructured hospital operations and improved efficiencies. Created a strategic plans for the practices to strengthen operations and increase revenue.
- Updated inventory management system, reducing expenses by 4% as well as decreasing COGS from 25% to 20%.
- Enhanced financial strategies and pricing to increase practice EBITDA from 7% to 14%.
- Performed all functions of Human Resource Management, Strategic Management, Recruitment and Selection, Training and Development, Compensation and Benefits, and policy formulation.
- Built job descriptions and evaluations to implement and employee review process.
- Supervised and successfully completed three AAHA accreditation reviews and established the feline hospital as an AAFP accredited Cat-Friendly practice.
- Developed marketing strategies in an extremely competitive area to grow new client growth by 3%.
Education
Bachelor of Arts - Human Resource Strategies
George Mason University
Fairfax, VA06-2015
Skills
- Certified Veterinary Practice Manager since 2014
- Active Member of the Veterinary Hospital Managers Association (VHMA)
- Participated in VSG study group as a member of VMG 43 for three years, with bi-annual meetings Presented on a number of management and financial topics
- Operations management
- Leadership and team development
- Budgeting and financial management
- Contract negotiation
- Policy/Procedure writing
Timeline
Primary Care Practice Manager
Friendship Hospital for Animals
09.2021 - 09.2024
Hospital Administrator
East Lincoln Animal Hospital
03.2020 - 08.2021
Hospital Administrator
Ashburn Veterinary Hospital &Fancy Paws Cat Clinic
11.2007 - 02.2020
Bachelor of Arts - Human Resource Strategies
George Mason University
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