Taylor M. Freebourn

Project Management:

• Assisted as project, operations and implementation manager during the construction phase 07/2023-01/2024.
• Contacted local and federal agencies to ensure business was upheld to local and federal standards.
• Abided by county restrictions involving construction.
• Aided in interior and exterior design decision making.
• Held weekly meetings with corporate Facilities Manager and Regional Director of Operations.
• Held onsite and virtual implementation meetings with various integrations including software and technical services.
• Accompanied local and government inspections and ensured building and business were upheld to the standards.
• Initiated supplier and vendor agreements and applications.
• Created safety and emergency plans.
• Managed the application process for various licenses and certificates needed for business and building.
• Defined all furniture, supplies, instruments, husbandry items and pharmaceuticals needed for the hospital ensuring these items were budgeted efficiently as well as facilitated ordering and receiving.
• Managed the implementation and default set up of Practice Management System.
• Assisting in marketing for the hospital and community engagement to ensure the community knew of the new business opening.
• Facilitated official opening of business.

Practice Management:

• Developed policies and procedures for effective practice management.
• Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
• Defined and executed new employee onboarding and training program.
• Aiding in the recruiting and interviewing process of associate Veterinarians.
• Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations.
• Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
• Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
• Advocating for employees who have concerns about achievements, growth opportunities, and potential raise.
• Managed staff and Veterinarian scheduling and PTO requests, making sure the hospital stays properly staffed.
• Addressed client, patient and staff concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
• Communicated thoroughly with close-knit pharmaceutical and equipment representatives while attaining a professional relationship with vendors.
• Gathering proposals from vendors on any equipment that may be broken or need replacement.
• Handling product inventory within ordering, receiving and maintaining quantity on hand as well as end-of-period inventory management.
• Assisted marketing manager with continuing community involvement and bringing clientele into the practice.
• Managing online services that are offered to and preferred by many clients.
• Troubleshooting software and electronic concerns and issues within the hospital.
• Oversaw accounting, budgeting, and financial reporting.
• Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
• Assisting the Regional Director of Operations with any questions, reports, and services they may desire.
• Assisted Heartland Veterinary Partners in other departments such as Software Implementation offering support to the main staff of software development.

Practice Management:

• Attended and successfully completed Heartland Veterinary Partners Practice Manager Workshop.
• Performed thorough communications between veterinarians as well as handled concerns and internal disputes.
• Communicated empathetically with disgruntled employees and clientele while performing disciplinary actions when necessary.
• Successfully handled a Professional Liability Insurance Trust case within the practice.
• Held monthly staff meetings to increase positive culture and morale.
• Interviewed practice manager candidates.
• Assisted with training a new practice manager when position was filled.
• Troubleshooting software and electronic concerns and issues within the hospital.
• Implemented proper pricing techniques.
• Aided in adding service line items to increase revenue.
• Monitored drug and supply as well as labor costs in relevance to 2023 budget.
• Reported to Regional Director of Operations on a weekly basis.
• Continued duties and upheld responsibilities previously acquired from my position as a Lead Veterinary Technician.

Leadership:

• Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
• Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
• Ensured hospital policies and procedures were upheld for effective practice management.
• Advocated for employees who have concerns about achievements, growth opportunities, and potential raise.
• Addressed client, patient and staff concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
• Gaining knowledge of, obtaining OSHA protocols, and implementing those protocols in the hospital through staff training.
• Handled all training and implementation of new staff members.
• Led monthly staff meeting to increase positive employee engagement and morale while addressing concerns.

Management:

• Understanding Drug, Staffing, and Supply costs within the hospital to improve profits and bonuses.
• Managed staff and Veterinarian scheduling and PTO requests, making sure the hospital stays properly staffed.
• Performed inventory management including ordering and receiving of prescription diets, supplies, pharmaceuticals, machine maintenance equipment, and controlled substances.
• Communicated thoroughly with close-knit pharmaceutical and equipment representatives while attaining a professional relationship with vendors.
• Gathering proposals from vendors on any equipment that may be broken or need replacement.
• Ensured the hospital adhered to the DEA standards and confirmed the hospital was following the most current protocols, which included successfully passing an unannounced DEA inspection.
• Led a DEA investigator through a detailed walkthrough of our current protocols including handling, ordering, logging, and annual inventory counts of controlled Substances.
• Assisting in marketing for the hospital and orthopedic procedures that are offered.
• Assisting in the live social media accounts that connect with clients on behalf of the hospital.
• Overseeing online services that are offered to and preferred by many clients.
• Troubleshooting software and electronic concerns and issues within the hospital.
• Assisting in the hospital’s transition to a paperless system to better our efficiency in the practice.

Veterinary Technology:

• Continued basic duties and upheld responsibilities previously acquired from my job as a Veterinary Technician.
• Successfully completed the Fracture Repair Initiative through Heartland Veterinary Partners.
• Successfully completed the Midmark Dental Initiative through Heartland Veterinary Partners.
• Assisted veterinarians in all orthopedic and advanced surgical procedures.
• Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.

Customer Service:

• Processed new patients and updated client records with key information such as medical and vaccination history using cornerstone software.
• Greeted pet owners and performed intakes to go over an array of available services, outline costs and determine the special needs of animals while in care.
• Developed client relationships through careful listening and effective question response, resulting in the client requesting technician care performed personally.
• Used a multi-line phone system to answer client questions, concerns, schedule appointments and answer business inquiries.
• Provided exceptional customer service through timely communication and problem resolution.
• Discussed preventative care for patients thoroughly with clients.
• Designed and created client education materials and marketing materials for hospital services.
• Processed financial transactions for clients including, cash, check, credit card, care credit and refunds or credits.

Surgical Veterinary Technician:

• Induced anesthesia by inhalation or intravenous, intramuscular, or subcutaneous injection under the supervision of a veterinarian.
• Assisted multiple veterinarians in general, emergency, and orthopedic surgeries as well as other procedures across a variety of domestic species.
• Provided Preoperative and post-operative care for patients after general and emergency services.
• Prepared surgical instrument packs and drapes for use in sterile environments by processing in an autoclave under high pressure and high-temperature conditions.

Veterinary Technician:

• Tended to multiple veterinarian’s protocols and standards of care.
• Relayed essential information regarding the patient and client to the assigned veterinarians.
• Administered medications and vaccinations to animals under the supervision of a veterinarian, ensuring proper dosage and administration techniques.
• Administered prescribed injectable controlled substances, tranquilizers, sedatives, and injectable or inhalant anesthetics under the supervision of a veterinarian.
• Restrained animals to protect veterinarians from potential harm.
• Effectively managed time-sensitive tasks while maintaining high-quality patient care through multitasking abilities during busy shifts at the clinic.
• Conducted diagnostic tests such as blood work, x-rays, and ultrasounds to aid in accurate diagnosis and treatment planning.
• Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
• Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
• Introduction to drug and supply ordering.
• Introduction to staff scheduling.
• Provided support to coworkers.
• Abided by CDC recommendations during the COVID-19 pandemic.
• Transitioned with the practice into a safe and efficient environment during the pandemic and the year to follow.
• Assisted hospital in achieving and surpassing revenue goals.

Customer Service:

• Maintained the office and the waiting room so that communal areas were always clean.
• Greeted pet parents with a warm smile and pleasantly asked for sign-ins upon arrival.
• Processed new patients and updated client records with key information such as medical and vaccination history using Avimark software.
• Evaluated incoming patients to determine treatment needs and urgency of care.
• Fielded phone calls from pet owners, answered questions, and took messages that would be left for the veterinarians on staff.
• Provided exemplary customer service to owners by answering animal health questions and educating them about positive animal care practices.
• Worked independently and under guidance to master general clerical tasks.

Veterinary Technician:

• Effectively managed time-sensitive tasks while maintaining high-quality patient care through multitasking abilities during busy shifts at the clinic.
• Administered medications and vaccinations to animals under the supervision of a veterinarian, ensuring proper dosage and administration techniques.
• Restrained animals to protect veterinarians from potential harm.
• Conducted diagnostic tests such as blood work, x-rays, and ultrasounds to aid in accurate diagnosis and treatment planning.
• Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
• Educated clients on preventive care measures such as vaccination schedules, heartworm prevention, flea/tick control, dental hygiene, and nutrition guidelines.