HANNAH SHARPE

• Joined the clinic in 2014 as a Client Care Representative
• As the clinic grew, I was offered the opportunity to advance into the role of Veterinary Hospital Assistant in 2016.
• Promoted to Practice Manager in February 2020, I helped guide the practice through COVID transitions and how to provide contactless services.

Responsibilities include:

• Managing financial operations, including daily cash flow and bank deposits.
• Overseeing payroll and HR functions, including hiring, training, and coverage for absences.
• Inventory management for both front-end retail, as well as veterinary medical and pharmaceutical supplies.
• Addressing client care issues, fostering positive relationships, and resolving complaints effectively.
• Overseeing efficient daily operations, including front desk reception, appointment scheduling, billing, insurance, etc.
• Fulfilling responsibilities as Key Holder (as needed.)
• Managing accounts receivable (overseeing payment plans for clients, as well as team members).
• Reviewing monthly financial statements for accuracy and completeness before submitting them for audit purposes.
• Implementing policies and procedures related to patient care delivery in accordance with organizational standards.
• Creating the work schedule for all support staff while taking workload and staff numbers into consideration.
• Creating the schedule for all DVMs, keeping monthly revenue in mind, while still being considerate of time-off requests, support staff scheduling, and adequate availability for patient appointments.
• Motivate staff by offering direction and providing constructive feedback through biannual reviews and day-to-day morning meetings (re: how to make the most of, or prepare for, the day).
• Create reports that track key performance indicators such as revenue growth and efficiency metrics.
• Conduct regular staff meetings to discuss operational issues and ensure proper communication between departments.
• Participate in strategic planning initiatives aimed at developing long-term goals for the practice's growth and success.
• Managing vendor relationships for supplies and services related to the practice.
• Explain policies, procedures, and services to clients as needed.
• Resolve escalated customer service issues in a timely manner while maintaining a high level of professionalism.
• Provide excellent service and attention to customers when face-to-face or through phone conversations.
• Provide support and guidance to colleagues to maintain a collaborative work environment.

• Managed daily financials by tracking client payments, including pre-paid and monthly passes.
• Maintained cleanliness of play areas and equipment to ensure health standards.
• Supervised 40+ dogs daily in collaboration with staff to promote a safe environment.
• Served as a Key Holder responsible for opening and closing.
• Helped coordinate schedules for walks and feeding times to optimize care routines.
• Educated customers on animal nutrition to enhance overall health and well-being of their pet.
• Monitored dog interactions to guarantee safety for animals and humans.
• Adhered to care plans, medication protocols, and dietary restrictions for quality care of each dog.