Mckenzie Brown
Pilot Point,TX
Summary
Forward-thinking professional bringing more than 9 years of experience working for fast-paced veterinary practices. Exceptional success driving financial improvements and revenue increases for large specialty practices.
Overview
9
9
years of professional experience
Work History
Practice Manager
Lap Of Love Veterinary Hospice
09.2023 - Current
- Became extremely knowledgeable about each market area, the nuances, major traffic concerns, and crematory operations.
- Establish respect from veterinarians and develop a good working relationship with each of them.
- Act as point of contact for area veterinarians.
- Manage and coordinate doctors'/area's schedules.
- Ensure all supplies are properly billed and paid from the appropriate company credit card/bank account for that area.
- Monitor appointments to ensure they are being performed exceptionally, updated properly on the appropriate software and that all follow-up procedures are completed in a timely manner.
- Handle and escalate any client concerns or questions (example: question on cremains returns, dissatisfaction during the appointment, etc.).
- Develop relationships with crematories in the area.
- Ensure that delivery of cremains is done with the level of care and service we would expect.
- Monitor banking deposits and credit card transactions. Bring any discrepancies to the controller.
- Work with VP of Finance to ensure proper reimbursement or bonuses to vets in the area.
- Work with leadership to investigate areas of opportunities for growth.
- Work with leadership to learn more about the demand in each region and how best to manage the schedule/calendar to best suit the needs of the area.
- Work with Support Center to learn of any problems with a veterinarian or the calendar and come up with resolution to resolve issues appropriately.
- Learn all functions of Support Center Veterinary Care Coordinators so that you can properly manage and resolve appointment questions, scheduling conflicts, billing concerns, etc.
- Produce weekly reports tracking performance of Company owned areas.
- Maintain a budget and approve any client discounts, veterinarian bonuses, etc.
- Coordinate regional marketing efforts, rDVM Thank You's, gifts, etc.
Practice Manager
Banfield Pet Hospital Frisco Legacy
10.2021 - 09.2023
- Primarily responsible for daily operations, & driving the business
- Work closely alongside chief of staff, and DVM's to focus on medical quality, as well as client experience
- Responsible for hiring para staff and their development
- Manage labor cost with strategic scheduling & attention to hours/productivity
- Manage hospital's P&L
- Maintain inventory control, and cost of goods
- Maintain associate time sheets, & finalize for payroll each pay period.
- Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Created and implemented organizational policies and procedures to optimize work flow, client experience, and growth
Practice Manager
Banfield Pet Hospital East Plano
11.2020 - 10.2021
- Primarily responsible for daily operations, & driving the business
- Work closely alongside chief of staff, and DVM's to focus on medical quality, as well as client experience
- Responsible for hiring para staff and their development
- Manage labor cost with strategic scheduling & attention to hours/productivity
- Manage hospital's P&L
- Maintain inventory control, and cost of goods
- Maintain associate time sheets, & finalize for payroll each pay period.
- Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Created and implemented organizational policies and procedures to optimize work flow, client experience, and growth
Shift Lead
Banfield Pet Hospital Mckinney-Custer
07.2018 - 11.2020
- Gained more insight into operations, & driving the business
- Worked closely alongside practice manager, & chief of staff to focus on quality, as well as client experience
- Responsible for helping develop staff
- Responsible for managing efficient surgery procedure schedule & lead time
- Driving OWP percentage, & monitoring progress for hospital as a whole
- Help manage labor cost with strategic scheduling & attention to hours/productivity
- Help maintain cost of goods through weekly orders.
Veterinary Assistant
The Pet Vet
01.2019 - 07.2019
- Worked as an important role in hospital day to day operations
- Gained insight into the veterinary business world outside of Banfield
- Developed leadership skills working closely with practice manager & COS.
Shift Lead
Banfield Pet Hospital E. Plano
06.2016 - 01.2018
- Developed skills as a proficient veterinary assistant as well as client service coordinator; skills include but are not limited to: full anesthesia training, IV catheter placement, proper restraint, blood draws, injections (SQ, IM, & IV), supporting many different doctors on staff, hospitalized patient care, etc
- Promoted to Shift lead after only 9 months with the company
- Worked closely along side my practice manager to develop an efficient & well trained staff
- Developed key leadership skills
- Learned basic hospital operational goals & expectations
- Learned how to do quarterly inventory
- Managed cost of goods through weekly order.
- Enhanced customer satisfaction through effective conflict resolution and prompt service.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
Veterinary Assistant
Banfield Pet Hospital
09.2015 - 06.2016
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Assisted in examination and treatment of animals in veterinary clinic.
- Maintained clean and safe animal living areas.
- Followed safety protocols for handling animals.
- Expedited laboratory processing times by collecting samples efficiently for blood work or other testing purposes.
- Assisted veterinarian during immunologic, medical, surgical, and diagnostic procedures.
- Collected and prepared specimens and samples for outside laboratory analysis.
- Facilitated efficient inventory management through regular stock checks, ordering supplies, and organizing storage areas.
- Implemented proper sterilization procedures to maintain a sanitary work environment and prevent cross-contamination risks.
- Reduced stress for patients with calming techniques during exams and procedures, creating a positive experience.
- Cleaned, sterilized and maintained surgical instruments and equipment.
- Supported veterinary team in diagnostic imaging procedures such as radiographs and ultrasounds for accurate diagnoses.
- Assisted veterinarians with euthanasia of animals.
- Assisted in emergency situations effectively providing first aid or life-saving measures under veterinarian supervision.
- Collaborated with veterinary staff to provide exceptional customer service while managing phone calls and front desk tasks.
- Restrained animals for examination and treatment.
- Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
- Provided customer support to clients, answering questions and addressing concerns.
- Ensured accuracy of medical records by diligently documenting all relevant information for each patient visit.
Education
High School Diploma -
Frisco Centennial High School
Frisco, Texas06.2014
Some College -
University of North Texas
Denton, TexasSkills
- Managing KPI's
- Client and patient advocacy
- Strong belief in preventive/wellness care for pets
- Proficient in all Microsoft skills
- Proficient in Veterinary software
- Overseeing daily function of all roles within a Veterinary Hospital
- Managing hospital P&L
- Developing business plan to achieve annual goals for profitability & growth
- Resolving client complaints or concerns with timeliness, and empathy
- Upholding company standard of care & core beliefs
- Onboarding & training of all veterinary associates
- Schedule management of all veterinary hospital associates including grooming salon, veterinary technicians, receptionists, and veterinarians
References
- Lisa Harp, Practice Manager for ABC Veterinary Clinic, Peer and mentor, 9 years
- Eileen Ferneyhough, DVM, Area Chief of Staff at Banfield Pet Hospital, Working relationship for approximately 4 years
Timeline
Practice Manager
Lap Of Love Veterinary Hospice
09.2023 - Current
Practice Manager
Banfield Pet Hospital Frisco Legacy
10.2021 - 09.2023
Practice Manager
Banfield Pet Hospital East Plano
11.2020 - 10.2021
Veterinary Assistant
The Pet Vet
01.2019 - 07.2019
Shift Lead
Banfield Pet Hospital Mckinney-Custer
07.2018 - 11.2020
Shift Lead
Banfield Pet Hospital E. Plano
06.2016 - 01.2018
Veterinary Assistant
Banfield Pet Hospital
09.2015 - 06.2016
High School Diploma -
Frisco Centennial High School
Some College -
University of North Texas
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