Katherine Louie
Winter Garden,FL
Summary
Dynamic veterinary professional with proven expertise in practice management at Palisades Veterinary Hospital. Skilled in team building and veterinary software, I successfully transitioned the practice to a paperless system, enhancing operational efficiency. Committed to training and development, I fostered a culture of growth, achieving top hospital status within the veterinary partnership.
Overview
19
19
years of professional experience
Work History
Claims Adjuster
Pumpkin Pet Insurance
Remote, FL
01.2025 - 04.2025
- Medical record review for assigned claims to determine eligibility of coverage on paid, invoiced veterinary services.
- In training for interpreting insurance policy language, conditional to enrollment state.
- Review of non-insurance claims pertaining to wellness/preventative memberships.
- Communication with team members via Slack.
- Logged professional outreach to customers and veterinary offices via Gladly.
- Utilized Google Workspace for Mac and specialized programs used by the company (Seismic, Notion, Brex, DocuSign).
Remote Veterinary Technician
Behavior Vets
Remote, NY
01.2024 - 04.2024
- Achieved preparing and updating medical charts for veterinary behaviorist cases through eVets (Covetrus Pulse) for NY and NJ patient cases.
- Completed the last-step approval process on prescription medication for active patients in NY, and select NJ and CO active patients.
- Actively utilized Microsoft Outlook, Microsoft Teams, Dialpad, and Otto to achieve communications among team members, DVMs, and clients.
- Prior to Microsoft Teams, the Slack platform was utilized for staff outreach and meetings (Jan 2024 - Feb 2024).
- Appointment scheduling utilizing the Otto platform, and payments taken online via Authorize.net.
- Actively engaged in communications with clients and rDVMs to contribute to success rates on behavior plans, as well as any modifications to active behavior plans.
Veterinary Practice Manager
Palisades Veterinary Hospital
Orangeburg, NY
07.2018 - 11.2023
- Practice Manager for a former 1-doctor/4-support staff, turned 2-doctor/8-support staff veterinary office. Projection for growth: 3rd DVM, and additional support staff (mid-2024).
- Transitioned from a smaller location to a state-of-the-art new facility in 1 year (Aug '18 - Aug '19).
- Built client relationships by educating pet owners, reporting lab results, and following up on recently examined patients via phone communication, email, and/or professional text messaging platforms.
- Evaluated support staff's work performance, discussed professional goals, and ways to achieve them.
- Encouraged continuing education (CE) opportunities for staff and doctors.
- De-escalated situations with clients, reached resolutions with courtesy and respect, and discussed routinely with staff on ways to improve patient care and customer service.
- Phased staff and hospital into partnership with EverVet Partners in December 2021, and achieved the following goals:
- Top-producing hospital in the Northeast, and one of the top three hospitals overall within EverVet Partners.
- Transitioned to paperless office utilizing AVImark (practice management software) at greater capacity.
- Accounts established with the VoIP phone system (Kontak), reputation management/pet patient app (PetDesk), and website/social media management (WhiskerCloud).
- Discovered new revenue opportunities while continuing to practice ethical medicine.
- Facilitated purchasing power through Vetcove, Staples Advantage, Amazon Business, Corporate Credit Card, and stayed within budget for all categories.
- Provided reports to accounting on a monthly and quarterly basis, credit card expense reports each month using SAP Concur, and reviewed all reporting with the Regional Manager.
- Recruitment and hiring via the iCIMS ATS platform for all support staff job ads.
Patient Care Coordinator - Team Leader
Oradell Animal Hospital
Paramus, NJ
03.2016 - 07.2018
- First Patient Care Coordinator of a 200+ employee, 24-hour emergency veterinary hospital.
- Promoted to Team Leader and Trainer within the first year of employment.
- Veterinary Assistant Level II for Triage, Intermediate Care Ward, and Critical Care Ward.
- Facilitated visits of family members for hospitalized pet patients. Weekly average: 60 patients.
- Prepared with DVM's pet patients who were cleared for discharge, ranging from 15 to 20+ discharges per day.
- Educated families on post-treatment medications and aftercare.
- Mentored and trained five high school seniors who obtained entry-level veterinary assistant positions as part of the Ward-Aide program.
Veterinary Assistant
Hillsdale Animal Hospital
Hillsdale, NJ
01.2016 - 03.2016
- Part-Time Veterinary Assistant for a 1-Doctor, 4-Support Staff Dog and Cat Hospital.
- Obtained general vitals, prepared the surgical suite for procedures, and exam rooms for patients.
- Filled the medication to be dispensed, and went over the instructions with clients.
- Appointment scheduling, checkouts, payments, batch closing, and clerical filing.
- Punctual keyholder for opening the office and worked with the team to clean and close on time.
Senior Veterinary Assistant
Fresh Meadows Animal Clinic
Fresh Meadows, NY
11.2013 - 12.2015
- Senior Veterinary Assistant/Technician in training for one doctor, three-employee practice.
- Exam Room, Surgery, and Dental Cleaning Assistant.
- Performed safe restraint on dogs and cats of all sizes and temperaments.
- Ran in-house blood work (Idexx) and attained skills in drawing blood samples and placing IV catheters.
- Pharmacy Inventory Management and Organization for all general dispensed items.
- Administered oral and injectable medication(s) to patients.
- Developed X-rays.
- Managed a kennel for boarding and hospitalized patients.
- Handled multi-line phone, charged out 30+ clients daily, performed and documented 40+ client callbacks, scheduled appointments, opened and closed registers and business, processed insurance claims, and forwarded medical records as needed.
- Discussed relevant products and preventatives for client purchases.
- Updated the clinic and transferred paper charts to Idexx-Cornerstone digital systems.
- Trained new staff on clinic protocols. Total training achieved prior to leave: 12 employees.
Dog Bather
The Dog-N-Cat House
Ozone Park, NY
01.2012 - 10.2013
- Dog bather for canine companions of all sizes, temperaments, and coats.
- I prepped dogs prior to grooming sessions, performed ear cleanings, nail trims, brush outs, and teeth brushing for up to 35 dogs per day as part of a five-person team.
- Assisted all dog groomers as needed to keep pets secure during haircuts.
- Responsible for cleaning and disinfecting all workspaces at the end of the shift.
Dog Bather
Playground Pups
New York, NY
08.2010 - 11.2011
- Solitary dog bather for grooming dogs and daycare dogs of all sizes, temperaments, and coats, up to 15 bath appointments daily.
- Responsible for all scheduled and walk-in ear cleanings, nail trims, brush-outs, and teeth brushings.
- Solely responsible for daily end-of-day vacuuming, cleaning, and disinfecting workspace areas.
Veterinary Assistant/Receptionist
Noah's Ark Pet Clinic
Jackson Heights, NY
01.2006 - 04.2010
- Matched for this position via the John Bowne High School Agriculture Program. Invited to continue working after the program's completion.
- Exam room assistant for a multi-doctor veterinary clinic.
- Surgical assistant for 6 to 9 procedures.
- Filled, on average, 20 prescriptions as part of pharmaceutical assistant duties.
- Receptionist for a single front desk workstation with a 2-line phone system.
- Translator for Spanish-speaking clients, comfortable with medical terminology.
Kennel Attendant
Bobbi & the Strays Animal Shelter
Glendale, NY
06.2006 - 09.2006
- Seasonal position obtained through the John Bowne High School Agriculture Program as part of the required 120-hour completion in an animal-related occupation.
- Responsible for dog kennel duties, including walking and feeding dogs, cleaning cages, administering medication and preventatives, socializing dogs, and practicing basic dog training.
- Assisted in the adoption process by ensuring the shelter dog's personality and needs fit in with those of prospective candidates.
Education
Veterinary Practice Management Seminar
Veterinary Management Groups
Denver, CO09-2022
Skills
- Team building and growth encouragement
- Work efficiency and adaptability
- Veterinary practice management
- Training documentation
- Project management skills
- Staff hiring and retention strategies
- Microsoft and Mac operations
- Veterinary software proficiency
- Canine and feline triage support
Affiliations
- VHMA (Veterinary Hospital Managers Association), 2022-Present
- VSPN (Veterinary Support Personnel Network), 2007-Present
Hobbies and Interests
- Pet Photography
- Continuing Education Courses
- Fundraisers & Causes Supporting Military & Working Dogs
- Animal Behavior/Training
References
- Ean Bauer, DVM, Medical Director, Employer of 5+ years & mentor, BauerDVM@hotmail.com
- Pia DeAngelis, Former Northeast Regional Manager-EverVet Partners, mentor since partnership, pia.a.deangelis@gmail.com
- Jaclin Madarang, Dir. of Commercial Operations, 04/2022-Present, Individualized and group collaborations to achieve increased profitability via increasing efficiencies, decreasing COGS, and strategic planning., jmadarang@evervetpartners.com
- Angelica O'Keefe, LVT, Colleague of 5+ years, assisted with transition & expansion of Palisades Veterinary Hospital, AKoch1012@gmail.com
- Anne Marie Kerley-Pumilia, DVM, Colleague of 4 years from Oradell Animal Hospital & Palisades Veterinary Hospital, anne.m.kerley@gmail.com
Languages
- English
- Spanish
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Claims Adjuster
Pumpkin Pet Insurance
01.2025 - 04.2025
Remote Veterinary Technician
Behavior Vets
01.2024 - 04.2024
Veterinary Practice Manager
Palisades Veterinary Hospital
07.2018 - 11.2023
Patient Care Coordinator - Team Leader
Oradell Animal Hospital
03.2016 - 07.2018
Veterinary Assistant
Hillsdale Animal Hospital
01.2016 - 03.2016
Senior Veterinary Assistant
Fresh Meadows Animal Clinic
11.2013 - 12.2015
Dog Bather
The Dog-N-Cat House
01.2012 - 10.2013
Dog Bather
Playground Pups
08.2010 - 11.2011
Kennel Attendant
Bobbi & the Strays Animal Shelter
06.2006 - 09.2006
Veterinary Assistant/Receptionist
Noah's Ark Pet Clinic
01.2006 - 04.2010
Veterinary Practice Management Seminar
Veterinary Management Groups
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