Olivia Rafferty
Toronto
Summary
Dynamic Practice Manager at Juno Veterinary with a proven track record in team building and performance reviews. Expert in creating SOPs and enhancing workflow efficiency, I successfully implemented a co-op program that improved staffing levels and morale. Adept at conflict resolution, I foster a collaborative environment that drives operational excellence.
Overview
13
13
years of professional experience
Work History
Practice Manager
Juno Veterinary
06.2023 - Current
- Oversaw all aspects of day-to-day practice operations, including appointment scheduling, billing, and staffing.
- Implemented policies and procedures.
- Resolved escalated customer service issues in a timely manner while maintaining a high level of professionalism.
- Conducted regular meetings with staff to discuss operational issues and ensure proper communication between departments.
- Maintaining a high job love for the team.
- Maintained financial records, including billing and accounts receivable and payable.
- Analyzed data from various sources to identify trends or opportunities for improvement within the practice.
- Reviewed monthly financial statements for accuracy and completeness before submitting them for audit purposes.
Floor Manager
Animal Health Partners
Toronto
02.2022 - 06.2023
- Some of my biggest achievements as Floor Manager have been developing a successful co-op program within the hospital, having each department fully staffed for RVTs, creating and maintaining schedules for RVTs and other support staff that provide full coverage but also a great work-life balance for staff, creating and implementing SOPs for the hospital, managing 55 full-time RVTs and overseeing 30 assistants
- Being part of building the hospital from the ground up and helping to organize work-flow
- Other duties within my job include direct supervision, management and training of individual department RVT Leads, recruiting, hiring, conducting hospital meetings, reviewing the performance of and providing coaching sessions of technicians, hospital equipment maintenance and purchasing, resolve informal employee complaints
RVT Supervisor
Animal Health Partners
Toronto
07.2021 - 02.2022
- Before being promoted to Floor Manager, my responsibilities as RVT supervisor include RVT hiring, responsible for holding RVT staff meetings, training all new hires, making RVT schedules for individual departments, ensuring all departments have a training manual, Staff Management
- Excellent supervising 55 RVTs as well as still working on the floor as a Veterinary Technician
ER Veterinary Technician
Animal Health Partners
Toronto
12.2018 - 02.2022
- Role included, triaging patients, bloodwork, CT scans, surgical radiographs, emergency anesthesia, sedation, and patient care
Lead ER Technician
Animal Health Partners
Toronto
12.2018 - 07.2021
- Prior to being RVT Supervisor, I was Lead ER Technician, some of my roles here included, being Lead of the largest department within the hospital, involved in the hiring process of new technicians, training all new ER Technicians, implementing 'curb-side' triage process during COVID, trained all ER technicians on the CT machine, scheduling/shift coverage, performance reviews for ER Technicians, creating ER SOP's for the hospital, making a training manual for the ER department, Initiating online rounding sheet used in multiple areas of the hospital
Veterinary Technician
CTVRC
Toronto
09.2018 - 01.2019
- Triaging patients, bloodwork, CT scans, surgical radiographs, emergency anesthesia, sedation, and patient care
Neurology/ER Veterinary Technician
VEC South
Toronto
12.2015 - 09.2018
- During my time here as a Veterinary Technician, I was cross-trained in multiple departments, worked on-call shifts for the Neurology department, and became an overnight lead for the ER department
- My role as an overnight lead meant I was responsible for the staff overnight, dividing the patient numbers evenly, and training new overnight team members
Veterinary Technician
24HR Animal Care Center
Regina
07.2014 - 11.2015
- Veterinary Technician in Regina's only 24-hour clinic, my job duties here included venipuncture, running lab samples, IV catheters, anesthesia, dental X-rays, radiography - digital, qualified in laser therapy, blood transfusions
Veterinary Nurse
Goolds Vet Clinic
09.2012 - 07.2014
- Performed tasks that were expected from a newly graduated Veterinary Nurse, this included radiographs and developing film, admitting and discharging animals, scrubbing in during surgery, and nursing care
Education
Veterinary Nursing - Science, Communications, Veterinary practice management, Veterinary medical nursing, Veterinary surgical nursing, Veterinary diagnostic imaging, Clinical laboratory techniques, Surgical theatre management, Animal pharmacy, Small animal breeds, Large animal and Equine husbandry
St. Johns College
Cork, Ireland05.2014
Veterinary Nursing - Anatomy and physiology, Veterinary nursing, Internet, Animal Grooming, Kennel craft, Work experience, Animal behavior, Customer service, Animal welfare, Communications
St. Johns College
Cork, Ireland05.2013
Skills
- Team building
- Performance reviews
- Conflict resolution
- Scheduling management
- Staff development
- Hiring medical personnel
- Practice management
- Communication
- Leadership and development
- Creating SOPs
- Creating staff schedules
- Workflow efficiency
Timeline
Practice Manager
Juno Veterinary
06.2023 - Current
Floor Manager
Animal Health Partners
02.2022 - 06.2023
RVT Supervisor
Animal Health Partners
07.2021 - 02.2022
ER Veterinary Technician
Animal Health Partners
12.2018 - 02.2022
Lead ER Technician
Animal Health Partners
12.2018 - 07.2021
Veterinary Technician
CTVRC
09.2018 - 01.2019
Neurology/ER Veterinary Technician
VEC South
12.2015 - 09.2018
Veterinary Technician
24HR Animal Care Center
07.2014 - 11.2015
Veterinary Nurse
Goolds Vet Clinic
09.2012 - 07.2014
Veterinary Nursing - Science, Communications, Veterinary practice management, Veterinary medical nursing, Veterinary surgical nursing, Veterinary diagnostic imaging, Clinical laboratory techniques, Surgical theatre management, Animal pharmacy, Small animal breeds, Large animal and Equine husbandry
St. Johns College
Veterinary Nursing - Anatomy and physiology, Veterinary nursing, Internet, Animal Grooming, Kennel craft, Work experience, Animal behavior, Customer service, Animal welfare, Communications
St. Johns College
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