Elizabeth Berry

• Worked alongside practice owner to open the aftercare center from the ground up
• Directed daily operations of a 5 person team to provide excellent aftercare of patients for Compassion 4 Paws, an established in-home end-of-life care provider for pets in the greater Seattle area
• Handled staff scheduling and performance reviews for all team members
• Developed and executed comprehensive training programs for new employees and initiated daily review of standard operating procedures to ensure accuracy and success
• Evaluated operational metrics to pinpoint opportunities for process enhancement and cost efficiency.
• Assisted with recruitment, hiring, and onboarding processes to cultivate a skilled workforce aligned with the goals of Compassion 4 Paws
• Fostered a culture of teamwork by ensuring open communication and the goal of constant improvement
• Addressed and resolved client concerns through active listening and solution proposal.
• Facilitated collaboration with management team to ensure that all processes and procedures aligned with Compassion 4 Paws' goals
• Optimized center operations by redesigning workflow processes to enhance efficiency.
• Managed inventory and ordering for all center operations
• Created standard operational procedures and workflows for two aftercare manager software transitions for the entire Compassion 4 Paws Team.
• Created standard operation procedure documents for center manager position and for the operations of the aftercare center to ensure efficiency of operations and the delivery of excellent customer service .
• Established and enforced comprehensive health and safety protocols to enhance workplace safety and align with OSHA and L&I requirements for Washington State.
• Performed all duties of an Aftercare Specialist: created memorial items, prepared and executed alkaline hydrolysis cremation for patients, facilitated deceased pet transfer appointments, maintained and did troubleshooting on PET-550 alkaline hydrolysis machines, performed email and phone communications with clients, performed clinic visits to over 100 local veterinary organizations to provide promotional materials for Compassion 4 Paws and to educate them on water cremation and end-of-life care.

• Successfully provided excellent client and patient care in a fully remote (work from home) position
• Collected and entered detailed client information into practice management software.
• Responded to high-volume client inquiries via phone and email regarding services and fees. Coordinated appointment scheduling for clients.
• Facilitated consultation and guidance for pet parents navigating the grieving process before and after euthanasia, including hospice care and water cremation.
• Assisted in reviewing business processes and procedures. Supported troubleshooting efforts and implemented workflows to enhance productivity.
• Assisted in training staff on new practice management software transition. Developed standard operating procedures for effective software use.

• Worked as a Patient Service Representative and performed between visit care at 2 locations, including a busy 20+ provider practice with primary care, urgent care and specialty care.
• Received and handled high-volume patient phone calls and MyChart messages.
• Performed chart review with Epic electronic medical records.
• Initiated prescription refills, referral requests, laboratory results inquiries, and relaying test results to patients.
• Fielded complex patient questions over the phone and through patient portal.
• Facilitated triage of urgent symptoms and transfer of patient calls to RN on duty.
• Performed procedure callbacks and hospital follow-up calls.
• Assisted providers with specialized scheduling of referrals.
• Fielded and assisted with complex paperwork (FMLA, disability, referrals).
• Assisted with prescription prior authorizations.
• Assisted patients with review of their record and understanding of their test and procedure results, provider recommendations for treatment, and recommended follow up.

• VCA Alderwood Companion Animal Hospital- Lynnwood- Lead CSR
• VCA Central Kitsap Animal Hospital-Poulsbo - Inventory manager and head of purchasing, Lead CSR
• VCA Veterinary Specialty Center-Lynnwood - Lead CSR
• VCA Redmond Animal Hospital- Redmond – Lead CSR, clinic manager

Fielded incoming phone calls, provided estimates for treatment, scheduling of appointments, triage of incoming emergencies, management of complex medical inventory for a 24-hour specialty clinic. Managed a team of 15 in a busy general medicine practice; assisted with development of budgets, handled client concerns, ensured efficient and successful operations through strategic hiring of team members and regular team reviews; assisted with hiring and training of managers for two other clinic locations. Provided relief work as a Customer Service Representative at multiple VCA locations when needed.