HR

Question 1

What are the 5 of the Key Factors involved in considering when to hire?

Answer 1

Veterinary Staff Ratio, Veterinary Production, Team Member Production, and Staff Payroll, Hospital work flow

Question 2

Validity

Answer 2

refers to the degree to which the test actually measures what it claims to measure

Question 3

A pre-adverse action letter should be used when?

Answer 3

When considering not hiring a candidate due to details revealed in a pre-employment background check.

Question 4

When it comes to enhancing employee productivity, which of the below answers is NOT one of the suggestions?

a. Engage and Empower.
b. Personal Focus.
c. Accountability and Acceptance

Answer 4

Accountability and Acceptance

Question 5

When it comes to Individual Development Plans; what are the three main details that should be addressed?

Answer 5

Development, Training, Career Management.

Question 6

On-board with EASE stands for

Answer 6

Encouragement, Align, Solve, and End

Question 7

A doctor is using 2 exam rooms simultaneously for appointments, what type of scheduling is this considered?

Answer 7

High Density

Question 8

Regarding the practice client schedule; what is the definition of an emergency?

Answer 8

Where no doctor is immediately available and one must be pulled from another client.

Question 9

Your practice has decided that they want clients to bond with the entire practice, what are the risks associated with that Bonding Philosophy?

Answer 9

The clients may not like all the doctors

Lack of continuity of patient care.

Question 10

When empowering a team member, it is important to define the task/tasks with clarity. Which part of the SMART System will do that?

Answer 10

Specific

Question 11

When it comes to management of daily work assignments ______________ and ___________ are the keys to a successful veterinary practice.

Answer 11

Delegation and Empowerment.

Question 12

What are the benefits of Cross-Training?

Answer 12

1. Employee knowledge of the practice as a whole, and the roles of others in the practice, grows.
2. When team members are ill or absent, client service and wait times do not have to decline.
3. Places another level of employee accountability into the system, helping to reduce the occurrence of fraud and theft.

Question 13

What are the federal retention laws for applicant documents such as resumes and employment applications?

Answer 13

One year from filling the position, unless you suspect applicant is over 40 years of age, then it is recommended to keep records 2 years.

Question 14

List the four elements necessary to hold working interviews.

Answer 14

1. Must be on payroll.
2. Must be eligible to work in U.S.
3. Must be paid at least minimum wage.
4. Must be covered under workers compensation

Question 15

FIT is how a candidate will complement the culture, and POTENTIAL is the measure of growth the new hire would be expected to experience. Define IMPACT

Answer 15

Impact – is the measure of results the candidate has achieved in the past and is likely to achieve in the future.

Question 16

As it relates to interviewing candidates, what are the benefits of the use of a rating scale?

Answer 16

A Rating Scale can help helpful when hiring because it is challenging to compare candidates equally and consistently, especially if there are multiple members of the management team interviewing candidates for the same position

Question 17

Information revealed in the background checks can be helpful with hiring decisions and should be conducted on all candidates who make it to the final hiring pool to choose from. True or false?

Answer 17

False – Background checks should only be made after a contingent employment offer has been made.

Question 18

What are Phase Training lists and what are four benefits of using them?

Answer 18

Outlines the progressive steps in the training for a specific position within the practice.

1. Helps insure team members are trained properly
2. Aids in titrating information/instruction to the employee to avoid overloading them early in the process.
3. Provides a resource for training preparation for the trainer.
4. Provides reference and review material for the new employee and phase Training can accommodate a new employee that already has some experience.

Question 19

What is a reasonable budget to spend on training annually

Answer 19

1-2% of annual revenue of the practice

Question 20

New employees must have immediate knowledge of what 5 safety details?

Answer 20

1. Location of the first aid kit/s, eye wash stations and exits.
2. Location of all personal protective equipment, and instructions on proper use prior to first use.
3. Location of all mandatory posters.
4. Location of the hospital Safety Manual.
5. Copies of all applicable OSHA standards.

Question 21

List the 3 most common reasons a staff member leaves a practice.

Answer 21

1. Lack of positive feedback.
2. Lack of training opportunities.
3. Failure of management to include them in the larger strategic vision of the practice

Question 22

Name the elements of enhancing employee productivity

Answer 22

1. Shared Purpose
2. Tools to do the job.
3. Standard operating procedures.
4. Performance Standards.
5. Engage and Empower.
6. Recognize and Reward.
7. Physical fitness.
8. Personal focus.
9. Team focus.

Question 23

The ____________ and ______________ of the practice help define the core competencies that should be expected of employees

Answer 23

Mission and Values

Question 24

Why are core competencies important in staff development?

Answer 24

Because they can be tiered to beginner, intermediate and expert and because they can be considered in terms of reward based compensation.

Question 25

Name at least the 10 elements that should be considered in virtual team training

Answer 25

1 - Put your training on a diet.
2 – Gain attention from the start
3 – Establish Relevance
4 – Present information with a twist
5 – Ask compelling questions
6 – Conduct realistic demonstrations
7 – Provoke discussion
8 – Employ interactive activities
9 – End with a bang
10 – Prepare, prepare, prepare

Question 26

In the 70/20/10 Learning and Development Model; define the elements involved

Answer 26

1. 70% of learning within an organization should come from on the job training.
2. 20% from coaching and mentoring.
3. 10% from actual courses, lectures, and formal training

Question 27

An effective appointment system should have what two goals?

Answer 27

1. To eliminate client wait time.
2. To maximize the efficiency of the doctors, the support staff and the facility by minimizing downtime between clients or patient procedures

Question 28

In the example of Dense Scheduling in Practice Made Perfect; list the breakdown of the three 5 minute sections for a 15 minute annual wellness appointment (goal of the 1st five minutes, 2nd five minutes, etc.)

Answer 28

1. The first five minutes is the technician check in period for patient history and vitals.
2. The doctor is present for the next five minutes to perform the physical exam, answer questions, gather information and discuss preventative care.
3. In the remaining five minutes the technician and/or doctor may collect lab samples, fill prescriptions or vaccinate

Question 29

What are three ways to try to avoid appointment problems with clients?

Answer 29

1. Appointment cards should always be given to clients who make the appointment while in the clinic.
2. Proper hospital protocols that prepare the team for unexpected appointment challenges.
3. Advanced reminders within 24 hours of the appointment is considered best practice.

Question 30

Name five of the nine details to consider regarding appointment scheduling criteria for making appointment schedules

Answer 30

1. The number of doctors available during any particular period.
2. The relative efficiency of the doctors.
3. The time allotted to each appointment.
4. The number of patients presented by each client.
5. Types of cases seen.
6. The number of exam or consult rooms.
7. The hours of hospital operation, including the hours for scheduled and nonscheduled activities.
8. Favored client times for veterinary care.
9. Veterinary technician appointments.

Question 31

19) An unusual number of established clients arriving early or late to the appointment may be a sign of what?

Answer 31

Ongoing appointment scheduling and time management problems at your hospital.

Question 32

When it comes to staff scheduling __________ is one of the most desired employee benefits; therefore it is an important component in staff morale, productivity and retention.

Answer 32

Flexibility

Question 33

Name and define the five potential employee scheduling options.

Answer 33

1. Rotating Schedule: the staff, their duties and shifts rotate.
2. Hybrid Schedule: a mix of fixed and variable days. Example: fixed weekdays with rotating weekends.
3. Skill Based Scheduling: based on the known skill set of the employee and the needs of the practice. The greater the skill set the employee develops, the more flexible their scheduling options.
4. Split Scheduling: when an employee works for more than one business unit within a single workday. Example: a technician works in the surgical practice from 9:00 am to 2:00pm and then moves into the outpatient practice from 3:00pm to 8:00pm.
5. Per Diem: scheduled one day at a time as needed by the practice. This is most common among relief veterinarians.

Question 34

Ultimately the _____________ is responsible for the efficiency, function and flow of the practice. Below are several strategies to help achieve success

Answer 34

Manager

Question 35

en it comes to managing daily work assignments; what does SMART stand for and what are the definitions?

Answer 35

a. Specific – define the task. Why is it important and what are the expected outcomes.
b. Measurable – how is the task going to be measured in terms of progress or completion?
c. Agreed - both parties agree on the importance of the task and how the results will be achieved. What resources will be needed to achieve these results?
d. Realistic - the task being delegated and the goals being sought are realistic with the time constraints that are in place.
e. Time Bound – how and when will the results be expected? Create check-in points on the calendar. A check-in point prevents micro-management and keeps lines of communication open.