Deborah Papa-Suthers

All front desk responsibilities to include answering phones, creating client accounts, patient triage, check-ins, responding to emails, client education and compassion in emergent situations, training new CSRs, and housekeeping duties.

• Managed customer complaints and rectified issues to complete satisfaction.
• Mentored new staff on correct procedures, compliance requirements and performance strategies.
• Corrected client issues promptly with knowledgeable and friendly service.
• Developed lasting relationships with clients that built trust, satisfaction, and loyalty.
• Directed front desk operations with focus on client and pet care, hospital reputation, staff productivity and operational efficiency.
• Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
• Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
• Delivered key administrative support to coworkers, taking on additional tasks during peak times.
• Facilitated front desk operations for busy high-volume Veterinary Emergency Hospitals
• As Schedule Manager, I Created and optimized employee schedules for shift coverage, and monitoring of overtime.
• Collaborated with staff to meet incoming client and patient needs, smooth check-in processes and maximize satisfaction.
• Handled payment processing and provided customers with receipts and proper bills and change.
• Preformed Employee review as necessary and yearly
• Administration of Front Desk Staff C.E.
• Initial patient triage
• Memeber of a close-knit Supervisory Team collaborating procedures, policies, protocals, and continueing employee wellness
• Attening several C.E. events

• Scheduled and confirmed appointments.
• Restrained and stabilized animals during examination and treatment to prevent injuries.
• Answered and directed incoming calls using multi-line telephone system.
• Organized operating room ahead of procedures and assisted veterinarians during surgeries.
• Processed payments and updated accounts to reflect balance changes.
• Administered medical care, assisted veterinarian, and administered medications to animals as prescribed by veterinarians.
• Scrubbed, counted and packed surgical instruments and drapes for autoclave sterilization.
• Triaged scheduled or emergency patients to route to appropriate surgeon or treatment area.
• Oversaw office inventory by restocking supplies and submitting purchase orders.
• Cared for animals in post-operative recovery by closely monitoring vital signs and progress.
• Trained new veterinary staff on office procedures and requirements.
• Entered data in Idexx,VIA, Cornrstone, and Intravet software to keep records of client and patient information.
• Operated radiographic and ultrasound equipment.
• Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
• Documented and tracked treatment activities.
• Supported veterinarians in disease management and mitigation procedures.
• Assisted veterinarians in examining animals.

• Kept kennel clean and safe for animals by managing daily cleaning and maintenance schedules.
• Maintained detailed records of animal numbers, medical issues and behavioral concerns.
• Oversaw new intakes by assigning kennels and managing quarantines.
• Coordinated adequate exercise time to keep dogs healthy and happy.
• Hired and oversaw full-time staff supplemented with part-time and student workers.
• Trained employees in customer relations strategies and animal handling protocols, facilitating optimal public interest and support.
• Maintained safe and secure job site for entire workforce to prevent injuries and errors.
• Interned under a Certified National Master Groomer, and proceeded to groom as well
• All front desk responsibilities: phones, schedulling appointments, intake and discharge