Jocelyn Fortson
Greencastle,PA
Summary
Veterinary practice manager proven to deliver exemplary level of healthcare service delivery to clients and patients. Plan and implement strategies for developing improved veterinary management. Proven problem solver and excellent communicator. Strong organizational skills, superb understanding of data collection and performance metrics. Recognized for staff development and encouragement leading to high performing teams.
Overview
7
7
years of professional experience
Work History
Center Director
Heart And Paw: Mid-Atlantic Veterinary Hospital
08.2021 - 08.2023
- Led and encouraged existing Mid-Atlantic Veterinary Hospital staff during a time of transition to new ownership.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Worked with partner veterinarian to ensure policies and procedures were being followed.
- Ordered all pharmacy and hospital supplies and kept check on inventory levels.
- Monitored inventory using Cubex inventory management systems.
- Developed policies and procedures for effective pharmacy management.
- Maintain facility equipment with regular inspections and troubleshooting and necessary repair.
- Maintain positive and professional relationship with vendors.
- Maintain current and accurate DEA compliance records.
- Follow strict OSHA compliance guidelines to keep staff, clients, and patients safe.
- Developed and managed technician and receptionist schedules.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Controlled costs to keep business operating within budget and increase profits.
- Managed hospital social media to keep clients informed and engaged.
- Maintained computer and physical filing systems.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Held weekly one on one meetings and monthly team meetings with staff to give and receive feedback, hear concerns, discuss ways to improve workflow, show employee appreciation, and encourage employee growth.
- Participated in weekly leadership, labor, and inventory meetings.
- Participated in monthly budget meetings.
- Engaged with staff and clients by creating fun, seasonal activities to maintain high satisfaction.
- Cuddled the occasional puppy or kitten.
- Developed ongoing professional relationship with clients from their pets first visit to their last.
Lead Customer Service Representative
Mid-Atlantic Veterinary Hospital
11.2019 - 08.2021
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Responded to customer calls and emails to answer questions about products and services.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Engaged clients in person and over phone to answer questions and address complaints.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and provided backup support for organizational leadership.
- Maintained up-to-date knowledge of product and service changes.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered prompt service to prioritize customer needs.
- Performed all of these duties while also operating as Inventory Manager.
Inventory Manager
Mid-Atlantic Veterinary Hospital
11.2019 - 08.2021
- Created and updated regular inventory reports and records.
- Analyzed inventory data to identify and address stock discrepancies.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Maintained sufficient inventory levels to meet customer demands at all times.
- Participated in regular cycle counts to confirm accuracy of inventory records.
- Labeled, organized and located inventory items in staging areas or on shelves according to quantity, size, or type of material.
- Monitored inventory levels to confirm compliance with company policy.
- Coordinated with suppliers to guarantee timely delivery of inventory and materials.
- Established re-order points and monitored supplier performance.
- Performed all of these duties while also operating as Lead Customer Service Representative
Client Service Representative
Mid-Atlantic Veterinary Hospital
08.2016 - 11.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Scheduled appointments and surgeries.
- Maintained and managed customer files and databases.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Communicated with clients regarding account services, statements, and balances.
- Investigated and resolved customer inquiries and complaints quickly.
- Filled medications prescribed by veterinarian.
- Prepared prescription diets for patients.
- Invoiced patient services and completed check out transactions.
- Used Cornerstone practice management software.
- Completed end of day processes daily.
- Routinely handled cash and maintained cash drawer.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Kennel Attendant
Mid-Atlantic Veterinary Hospital
06.2016 - 08.2016
- Monitored and maintained food and water of boarded animals according to animal dietary health guidelines.
- Mixed and administered special food formulas to individual animals based on unique dietary needs.
- Minimized animal injury risk by monitoring behaviors and eliminating safety hazards.
- Provided top-notch customer service to every customer and exceptional care to animals.
- Collected animal waste produced on walks and discarded in trash or approved receptacles.
- Kept animals clean and free of contaminants to promote optimal health.
- Cleaned and maintained kennel areas for optimized hygiene, including cages, runs and yards.
- Monitored animal behavior and completed examinations to identify illnesses, injuries, or potential diseases.
- Followed pet care instructions for dietary needs and medication regimens.
- Prepared and administered medications and treatments as prescribed by veterinarian.
- Monitored post surgical patients while recovering from anesthetic procedures.
- Monitored hospitalized patients under the instruction of staffed veterinarians.
- Removed catheters from hospitalized patients under the instruction of staffed veterinarian.
- Assisted technicians with restraining patients to administer medications, trim nails, and draw blood.
Education
No Degree - Biology
Shippensburg University of Pennsylvania
Shippensburg, PASkills
- Team Development
- Team Building
- Staff Evaluations
- Records Coordination
- Training and Coaching
- Licensing Requirements
- Bookkeeping and Accounting
- Customer Billing
- Appointment Scheduling
- Supply Ordering and Restocking
- Cash Drawer Balancing
- Patient Check-Ins
- Verbal and Written Communication
- Microsoft Office
- Decision Management
- Veterinary Terminology
- Incident Reporting
- Customer Service
- Patient Care Monitoring
- Animal Safety
- Reception Area Maintenance
- Client Education
- Patient Flow Management
- Attention to Detail
- Patient Recordkeeping
- Profit Improvement
- Personnel Management
- Schedule Coordination
- KPI Tracking
- Critical Thinking
- Employee Supervision
- Decision-Making
- Employee Work Scheduling
- Policy and Program Development
- Employee Performance Evaluations
- Conflict Resolution
- Staff Scheduling
- Hiring and Recruitment
- Client Education
Timeline
Center Director
Heart And Paw: Mid-Atlantic Veterinary Hospital
08.2021 - 08.2023
Lead Customer Service Representative
Mid-Atlantic Veterinary Hospital
11.2019 - 08.2021
Inventory Manager
Mid-Atlantic Veterinary Hospital
11.2019 - 08.2021
Client Service Representative
Mid-Atlantic Veterinary Hospital
08.2016 - 11.2019
Kennel Attendant
Mid-Atlantic Veterinary Hospital
06.2016 - 08.2016
No Degree - Biology
Shippensburg University of Pennsylvania
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