CE DAYTIME SESSIONS
CONDUCTING AWESOME PERFORMANCE EVALUATIONS PART 2 Monica Dixon Perry, CVPM 3:00 PM - 3:50 PM | Room 103 AB Part 2 - This session will be a continuation of the previous session. Standardize your employee performance evaluation process to foster success for all involved. Discover how implementing a structure process will help motivate your healthcare team members and make your process effective and productive for all DEVELOP A ROCK STAR CSR/RECEPTIONIST TEAM Monica Dixon Perry, CVPM 4:30 PM - 5:20 PM | Room 103 AB Learn how to enhance your CSR team's value, improve personal and professional communication skills, maintain a positive work environment, dramatically increase your front office efficiency, perfect telephone skills and better deal with troublesome clients. Good front desk talent is hard to come by in this competitive market. The tips covered in this session will assist with challenges every practice is dealing with in today's climate. GOOGLE ANALYTICS: TRACKING AND MEASURING YOUR MARKETING Shailesh Ghimire 2:00 PM - 2:50 PM | Room 102 Google Analytics isn’t just a tool; it’s your secret weapon. It reveals how prospective patients discover your practice online, their interactions with your website, and the impact of your marketing efforts. From click-through rates to conversion metrics, we’ll explore how to harness this free resource to optimize patient experiences and elevate your practice. We'll also discuss how Google Analytics seamlessly integrates artificial intelligence (AI) into its platform to provide enhanced insights. GOOGLE ADS AND AI Shailesh Ghimire 3:00 PM - 3:50 PM | Room 102 Google Ads isn’t just about clicks and impressions; it’s about understanding patient behavior. From targeted ad campaigns to measuring conversion rates, we’ll explore how to leverage this platform effectively. But wait, there’s more! We’ll also delve into the fascinating world of AI-driven search results—how Google’s algorithms continuously evolve to enhance user experiences. LEVERAGING PAID SOCIAL ADVERTISING Shailesh Ghimire 4:30 PM - 5:20 PM | Room 102 Paid Social Advertising: Beyond Likes and Shares In this era of algorithms and impressions, paid social advertising is more than catchy visuals and click-through rates. It’s about precision—reaching the right audience at the right moment. We’ll uncover how dental practices can leverage these platforms to: • Attract New Patients: Targeted ads ensure your message lands in the newsfeeds of potential patients actively seeking dental care. • Foster Trust: Consistent branding and compelling content build trust, transforming clicks into appointments. • Measure ROI: Data analytics empower you to track conversions, optimize campaigns, and refine your approach. We will also touch on how AI is revolutionizing ad delivery. Algorithms analyze user behavior, predict preferences, and fine-tune your ads. Imagine an AI assistant whispering, Show this ad to Susan; she’s due for a cleaning. We’ll explore how AI enhances response rates, minimizes ad spend wastage, and maximizes impact.
current team turnover (seriously, pen to paper calculation). Then seek input in solidifying team traditions that are working well, what’s detracting from team satisfaction, adjusting to fit the needs of your team, and decreasing attrition. Attendees will walk away with 4 tips in team retention. DEVELOPING FORMAL, EFFECTIVE MENTOR/ MENTEE PROGRAMS Heather Prendergast, RVT, CVPM, SPHR 11:30 AM - 12:20 PM | Room 102 Mentors are worth their weight in gold and typically have more faith and confidence in the mentee than they do. Mentees receive valuable support, encouragement, and feedback from esteemed mentors. What has been your experience as either a mentor or mentee? Within the veterinary hospital, mentorships can be formally defined, layering into the strategic plan for team success. For both the mentee and the mentor the relationship may be a wonderful discovery in personal and professional growth, elevating technical and emotional intelligent, hard soft skills. Participants will outline the steps to take in developing effective mentorships. FAST & FURIOUS- THE NUTS & BOLTS OF PRACTICE MANAGEMENT - PART 1 Monica Dixon Perry, CVPM 8:00 AM - 8:50 AM | Room 103 AB During this session key areas that management and ownership should focus on when overseeing their practice will be covered. Some of the topics covered include strategic planning, risk management, personnel management, and regulatory oversight. FAST & FURIOUS- THE NUTS & BOLTS OF PRACTICE MANAGEMENT - PART 2 Monica Dixon Perry, CVPM 9:00 AM - 9:50 AM | Room 103 AB Part 2 will be a continuation of Part 1 - During this session key areas that management and ownership should focus on when overseeing their practice will be covered. Some of the topics covered include strategic planning, risk management, personnel management, and regulatory oversight. TOP TIPS FOR PERSONNEL MANAGEMENT - PART 1 Monica Dixon Perry, CVPM 10:30 AM - 11:20 AM | Room 103 AB Attention will be given to the top areas that all members of management should have a pulse on when overseeing personnel management. This is a critical time in veterinary medicine and making sure you cross your T's and dot your I's is essential during such a competitive market. TOP TIPS FOR PERSONNEL MANAGEMENT - PART 2 Monica Dixon Perry, CVPM 11:30 AM - 12:20 PM | Room 103 AB Part 2 - This session will be a continuation of Part 1 Attention will be given to the top areas that all members of management should have a pulse on when overseeing personnel management. This is a critical time in veterinary medicine and making sure you cross your T's and dot your I's is essential during such a competitive market. CONDUCTING AWESOME PERFORMANCE EVALUATIONS PART 1 Monica Dixon Perry, CVPM 2:00 PM - 2:50 PM | Room 103 AB Standardize your employee performance evaluation process to foster success for all involved. Discover how implementing a structure process will help motivate your healthcare team members and make your process effective and productive for all.
needed to achieve goals, and implement will have set their team up for success! Participants will engage in a session exemplifying how an effective team meeting flows, the magic that can occur in open, honest, conversations and generating an ACTION plan. TEAM ALIGNMENT IN DELIVERING A FRICTIONLESS CLIENT EXPERIENCE Heather Prendergast, RVT, CVPM, SPHR 4:30 PM - 5:20 PM | Room 102 All veterinary services are delivered and received because of the human-animal bond. Your client’s experience in receiving those services is the driver to them showing up at your door, heeding your recommendations, and returning. Veterinary teams recognizing the importance of the bond, delivering a compassionate experience, and consistently repeating will serve more pets and people. A recent survey shows 84% of customers say the experience a company provides is as important as its products and services. Aligning your team in the delivery of a memorable, empathetic experience is a strategy worthy of planning and executing. Attendees will dive deeper into analyzing the current client experience and setting sites on a frictionless encounter. Your team aligns in delivering quality medicine, tie it to a frictionless client experience. SATURDAY, SEPTEMBER 28 ______________________________________ UTILIZATION OF THE WHOLE TEAM SERVING MORE PETS Heather Prendergast, RVT, CVPM, SPHR 8:00 AM - 8:50 AM | Room 102 It’s the hottest topic and most frequently asked question these days How does a well leveraged, utilized team function?. You may be surprised at the tools and resources available to you and your team in utilization. The challenge may be in overcoming biases, habits, and change management. How will your team embrace being fully leveraged? A strategy in determining current utilization, outlining greatest utilization within scope of practice, defining a gap analysis and making the leap appears to be a good start. Together attendees will work through exercises in utilization, gap analysis, and goal setting. Hold onto your hats, the ability to leverage, team efficiency, and improve access to care are ENORMOUS! Bonus, team satisfaction, retention, and better pay may be the remarkable, measurable unintended consequences. ONBOARDING, TEAM TRAINING, AND CERTIFICATION, OH, MY!! Heather Prendergast, RVT, CVPM, SPHR 9:00 AM - 9:50 AM | Room 102 Even your formally trained assistants, technicians, and veterinarians require appropriate time and training in onboarding. Beyond the initial onboarding (realistically lasting over 18 months), continued on-site, in-hospital training, formal continuing education, and leadership skills must be added to the mix. You and your team will never stop learning (proven by the fact you are here, engaging!). The team that learns together, grows together. Identifying a Team Trainer, building content, and tracking team professional development are strategies that benefit the pet, client, and team. Win, WIN! Resources abound in virtual training, long-distance learning programs, and professional certifications. MONEY'S NOT THE ANSWER, 4 TIPS IN TEAM RETENTION Heather Prendergast, RVT, CVPM, SPHR 10:30 AM - 11:20 AM | Room 102 Throwing more money at veterinary team wages may be a good strategy, but it’s not the long-term fix to team retention. It is great to see the team’s wages are increasing, maybe outpacing inflation, but there is far more to building, maintaining and retaining stellar team members. First, identify your
57 SWVS 2024 ONSITE GUIDE
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