Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Sara Aho, CVPM

Shakopee,MN

Summary

Certified Veterinary Practice Manager with extensive experience in practice management, ensuring efficient operations and high-quality patient care. Known for strong team collaboration and adaptability to changing needs. Skilled in inventory management and client relations, bringing reliability and results-oriented approach.

Overview

17
17
years of professional experience

Work History

Certified Veterinary Practice Manager

Prairie Village Pet Hospital
05.2022 - Current


  • Work closely with medical director to advance directives from corporate offices.
  • Maintain hospital protocol book and ensure compliance from all staff members.
  • Generate end of month/year reports.
  • Monitor monthly profit and loss reports for trends and find opportunities for growth.
  • Act as hospital liaison for all vendor/sales representatives.
  • Facilitate equipment and building repairs and maintenance.
  • Annual and quarterly OSHA reporting.
  • Oversee hospital spending and ordering to ensure monthly budgets.
  • Coordinated staff schedules to ensure adequate coverage during peak hours while minimizing overtime expenses.
  • Trained staff in customer service techniques, resulting in increased client satisfaction and retention rates.
  • Fostered a positive workplace environment by resolving conflicts professionally among team members as well as addressing concerns promptly.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and identifying areas for professional growth.
  • Established a comprehensive employee training program to enhance staff knowledge and skills across various aspects of veterinary practice management.
  • Implemented a preventive care program to educate clients on the importance of routine checkups and vaccinations, resulting in healthier pets and increased repeat business.
  • Implemented electronic medical records system for better organization of patient information and improved efficiency.
  • Streamlined inventory management system to reduce waste and maintain optimal supply levels.

Veterinary Practice Manager

Pet Crossing Animal Hospital & Dental Clinic
02.2018 - 05.2022
  • Oversee appropriate HR filing, uphold practice mission, vision and values.
  • Process biweekly payroll, communicate with sales reps, publish staff schedules, track staff PTO, administer benefits.
  • Compose client communications on both Facebook and monthly newsletter/email.
  • Oversee hospital protocol books updates, uphold AAHA and cat friendly practice standards within the practice.
  • New staff orientations, work directly with practice owners to update employee manual as needed.
  • Compile quarterly financial reports for Veterinary Management Group, evaluate resulting KPI reports for potential areas of improvement.
  • Trained staff in customer service techniques, resulting in increased client satisfaction and retention rates.
  • Managed financial operations, ensuring budget adherence and maximizing practice profitability.
  • Coordinated staff schedules to ensure adequate coverage during peak hours while minimizing overtime expenses.
  • Fostered a positive workplace environment by resolving conflicts professionally among team members as well as addressing concerns promptly.
  • Managed payroll processing, benefit administration, and HR-related tasks to ensure compliance with state regulations while maintaining employee satisfaction levels.
  • Negotiated contracts with vendors for cost-effective procurement of supplies, equipment, and services necessary for daily operations at the clinic.
  • Enhanced the quality of veterinary care by staying current on industry trends and best practices through continuing education courses.
  • Liaised with other veterinary professionals to develop comprehensive patient care plans and provide highest quality of care.

Lead Client Coordinator

Pet Crossing Animal Hospital & Dental Clinic
02.2013 - 02.2018
  • Create procedure treatment plans and communicate these plans with clients.
  • Maintained detailed records of client interactions, enabling better tracking of account history and facilitating continuity among team members handling the same accounts.
  • Acted as an advocate for both the company''s interests as well as those of clients, ensuring that all parties'' needs were met in a mutually beneficial manner.
  • Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet deadlines without compromising quality.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adapted quickly to changes in company policies and procedures, ensuring continued adherence to best practices and compliance requirements.
  • Developed strong relationships with clients through regular check-ins, fostering loyalty and trust.
  • Educated clients about available resources, tools, and support options designed to help them maximize their benefits from our services.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.

Client Service Representative

Laurel Veterinary Clinic
02.2008 - 01.2013
  • Handled sensitive client information with discretion, ensuring confidentiality at all times.
  • Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
  • Managed incoming calls, providing prompt and accurate information to clients about products and services.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Organized relevant documentation for each client interaction, ensuring a thorough understanding of client needs and facilitating seamless handoffs between team members.
  • Participated in ongoing training sessions to stay current on industry trends and best practices.

Education

English Education

Metropolitan State University of Denver
Denver, CO

Veterinary Practice Manager Certification - Veterinary Management

Penn Foster
06-2020

Skills

  • Workplace safety
  • Employee training
  • Recruitment and hiring
  • Scheduling coordination
  • Personnel management
  • Emergency preparedness
  • Budget planning
  • KPI tracking
  • Payroll administration
  • Facility and equipment maintenance
  • Professional networking
  • Human resources management

Accomplishments

    Certified Veterinary Practice Manager (CVPM) - April 2024

    Active member of the Veterinary Hospital Managers Association (VHMA) since 2015.

Timeline

Certified Veterinary Practice Manager

Prairie Village Pet Hospital
05.2022 - Current

Veterinary Practice Manager

Pet Crossing Animal Hospital & Dental Clinic
02.2018 - 05.2022

Lead Client Coordinator

Pet Crossing Animal Hospital & Dental Clinic
02.2013 - 02.2018

Client Service Representative

Laurel Veterinary Clinic
02.2008 - 01.2013

English Education

Metropolitan State University of Denver

Veterinary Practice Manager Certification - Veterinary Management

Penn Foster

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