Felicia Gorham
Animal Emergency Clinic and Intensive Care Facility
Frierson,LA
10
years of professional experience
Compassionate and organized professional with a strong background in emergency veterinary care, staff supervision, and file and record management. Known for reliable communication, calm problem-solving, and team support, with a track record of improving efficiency, morale, and service consistency.
Work History
Practice Manager
3 Years 1 Month- Led daily hospital operations, aligning staffing, workflow, and client service standards across emergency and intensive care teams.
- Managed payroll, scheduling, and labor controls to maintain coverage for high-acuity patient care.
- Oversaw inventory ordering, controlled medical supplies, and reduced shortages for critical treatment areas.
- Coordinated performance reviews, coaching, and onboarding for veterinary support staff and technicians.
- Implemented process improvements that strengthened patient flow, communication, and front-desk efficiency.
- Monitored compliance with clinic policies, safety protocols, and regulatory documentation requirements.
- Resolved client concerns and escalated service issues to preserve trust and continuity of care.
- Partnered with veterinarians to support budgeting, operational planning, and facility performance goals.
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Ordered all office supplies and kept check on inventory levels.
- 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.
- Boosted staff morale by offering constructive feedback and specific direction.
- Implemented new electronic health record system, leading to increased efficiency in patient data management.
- Oversaw facility maintenance projects, ensuring a safe and comfortable environment for both patients and staff members.
- Facilitated community outreach programs to promote health awareness and preventive care strategies.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Ordered all pharmacy supplies and kept check on inventory levels.
- Removed trash and straightened counters to keep pharmacy area clean and neat.
Receptionist
8 Years 3 Months- Answered high-volume phones, relayed urgent messages, and coordinated accurate communication between clients and technicians.
- Scheduled appointments, rechecks, and follow-ups while balancing emergency workflow demands.
- Managed emergency client check-ins, prioritizing critical cases and directing arrivals to appropriate clinical staff.
- Processed admissions, patient records, and consent forms with strong accuracy and confidentiality.
- Collected payments, explained estimates, and resolved billing questions with professionalism and clarity.
- Maintained reception area organization, ensuring smooth client flow and ready access to required forms.
- Trained new reception staff on front-desk procedures, phone etiquette, and emergency intake practices.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Veterinary Assistant
8 Years 3 Months- Coordinated triage support for emergency patients, prioritizing care flow and assisting clinical staff during critical cases.
- Restrained and positioned anxious, injured animals for examinations, treatments, radiographs, and emergency procedures.
- Administered prescribed treatments and assisted with IV therapy, fluid management, and hospitalized patient care.
- Prepared treatment areas, surgical instruments, and medication supplies according to strict cleanliness and safety standards.
- Collected blood, urine, and other diagnostic samples, supporting rapid laboratory testing and case assessment.
- Educated clients on discharge instructions, medication schedules, and follow-up care for emergency recovery.
- Mentored junior staff on hospital protocols, patient handling, and efficient workflow during high-volume shifts.
- Enhanced patient care by assisting veterinarians with examinations, surgeries, and diagnostic procedures.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Provided compassionate care for animals during treatment and recovery from illnesses or injuries.
- Facilitated efficient inventory management through regular stock checks, ordering supplies, and organizing storage areas.
- Administered medications to animals in treatment and documented changes in condition.
- Provided customer support to clients, answering questions and addressing concerns.
- Contributed to a clean and safe environment by maintaining surgical instruments, equipment, and facilities.
- Managed kennel duties responsibly ensuring cleanliness comfort safety nutrition hydration exercise monitoring recovering boarding animals.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Implemented proper sterilization procedures to maintain a sanitary work environment and prevent cross-contamination risks.
- Assisted in emergency situations effectively providing first aid or life-saving measures under veterinarian supervision.
- Assisted with euthanasia procedures humanely and compassionately to minimize suffering.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
- Prepared animals for surgery, including pre-operative care and post-operative monitoring.
- Supported veterinary diagnostics, preparing samples for laboratory testing to aid in swift treatment planning.
- Followed safety protocols for handling animals.
- Prepared animals for surgical procedures.
- Observed animals for signs of distress or illness.
Substitute Teacher
1 Year 9 Months- Maintained classroom continuity by following lesson plans and reinforcing daily instruction expectations.
- Managed student behavior using established discipline procedures and positive classroom management techniques.
- Supervised students during class, transitions, lunch, and assigned campus activities.
- Communicated effectively with teachers and administrators regarding attendance, assignments, and classroom concerns.
Education
High School Diploma
Skills
Scheduling
Practice operations
Staff supervision
Policy implementation
Records management
Policy and procedure development
Workflow optimization
Records management
Timeline
Practice Manager
Animal Emergency Clinic and Intensive Care Facility
10.2023 - CurrentRead More
Receptionist
Animal Emergency Clinic and Intensive Care Facility
08.2018 - CurrentRead More
Veterinary Assistant
Animal Emergency Clinic and Intensive Care Facility
08.2018 - CurrentRead More
Substitute Teacher
Red River Parish School Board
08.2016 - 05.2018Read More
Green Valley High School
High School Diploma
Read More