Section 1 Flashcards
Diversity
The condition of having or being composed of different elements
Emotional intelligence (EI)
A kind of intelligence or skill that involves the ability to perceive, assess and positively influence one’s own and other people’s emotions
Employee grievance
Specific complaint or formal notice of employees dissatisfaction related to adequacy of pay, job requirements, work conditions, other aspects of employment, or in alleged violation of a collective bargaining agreement
Employee records
Employee Personnel files that are defined to include the application for employment, the records which are used or have been used to determine an employee’s qualifications for promotion, compensation, termination, or disciplinary action
Employee retention
The ability of an organization to retain employees and reduce staff turnover.((# of positions retained) divided by (# of positions in the organization)) x 100
Employee turnover
Employee turnover refers to the number or percentage of workers who leave an organization and are replaced by new employees
Employment manual
Manuals explaining the terms and conditions employees must operate under while working for given business
Full-time equivalent (FTE)
A metric used for comparing practices based on a full-time schedule of 40 hours per week
Cost benefit analysis
A process by which business decisions are analyzed. The benefits of a given situation or business related action are summed and then the cost associated with taking that action are subtracted
Interview
An interview is a conversation where questions are asked and answers are given
Interview process
A formal meeting in which one or more persons question, consult, or evaluate another person, usually in the context of the hiring process
Interview questions
Questions used during a formal meeting to evaluate another person’s ability to perform a job
Job description
Written summary listing the elements of a particular job or occupation
Mentoring
Informal relationship where, on an ongoing basis, a more experienced individual offers guidance and/or career advice to a less experience colleague
Pre-adverse action and adverse action
Adverse action - a denial of employment or any other decision for employment purpose based in whole or in part on a consumer report (such as a pre-employment background check). Pre-adverse action - the letter to the candidate or employee stating that the
Working interview
To have an applicant prove their job skills to you by having them perform the duties of the job alongside their future co-workers. This is also an opportunity to ensure that they are a good fit for the organization. There are legalities and potential risk
Protected class awareness
A protected class is a group of people with a common characteristic who are illegally protected from employment discrimination on the basis of that characteristic. As the definitions of protected class become more complex, managers will need to cultivate a
Reference checks
Contacting previous employers of a job applicant to determine his or her job history
Regency error
Inaccuracy or flaw in performance appraisal or job interview, caused by the evaluator’s or the interviewer’s reliance on the most recent occurrences of the employee’s or the applicant’s behavior
Skill sets
A person’s range of skills or abilities
Team interviews
A type of employment interview involving participation of two or more current employees
Training
Teaching skill sets to employees
Horns and halo effect
The tendency for an impression created in one area to influence opinion in another area
Human resources (HR)
The skills that people can use to produce goods and services; including employment practices, organizational development, compensation and benefits, and employee relations
Benefits
Generally indirect and non-cash compensation made to an employee
Coaching
A working partnership between managers and employees to provide structure, guidance and support to employees
Compensation budget
An estimate of salary or wage expenditures for a set period of time
Confidentiality
Restricting the dissemination of information
Aptitude
Component of Competency to do a certain kind of work at a certain level, which can also considered a “talent.” Aptitudes May be physical or mental
Background screening
The process of looking up and compiling criminal records, commercial records, and financial records of an individual or organization
Emergency preparedness
The process of ensuring that an organization has complied with the preventive measures; is in a state of Readiness to contain the effects of a forecasted disaster event to minimize loss of life, injury, and damage to the property; and can provide rescue
Cross training
Training that covers several tasks within a department or multiple departments within an organization
Core values
Belief system of The Practice - the cultural values that give team members the tools to make decisions for the practice
Continuing education (CE)
Ongoing training to staff through refresher courses, journals and text, conferences, educational programs, and self-study courses
Knowledge gaps
An area of knowledge or training that is absent in an individual, department, or company. The purpose of identifying knowledge gaps is to then fill those gaps with appropriate training
Learning styles
The way, or ways in which an individual prefers and is most successful at learning. Examples include; visual, auditory, kinesthetic, tactical and analytical
Management style
The method of leadership that an administrator usually employs when running a business
Mission statement
A statement of the role, or purpose By which a practice intends to serve its stakeholders
Onboarding
The planned and executed process of welcoming, orienting and training a new employee
Vision statement
A statement that defines and clarifies the direction in which an organization needs to move
Communication
The act or process of using words, sounds, signs, or behaviors to express or exchange information or to express your ideas, thoughts, feelings, Etc to someone else
Double book
Reserve for two different clients at the same time
Down time
A time of reduced or inactivity
Flexibility
Willingness to change or compromise
Forward booking
Found yourself scheduling the next appointment for clients prior to their leaving the current appointment. Forward booking is a strategic compliance and organizational tool
Patient scheduling
The act of communicating with a client to define a specific time for them to visit the hospital
Relief veterinarian (DVM)
A veterinarian who works for a Veterinary Hospital on a temporary basis
Staff support/dvm ratio
Refers to how many support staff members are on duty compared to the number of doctors on duty at a time. Six support staff for two doctors would be a 3:1 ratio
Systems
A set of detailed methods, procedures and routines created to carry out a specific activity, perform a duty, or solve a problem
Suspension
Placing an employee, for disciplinary reason, temporarily off duty. Usually part of a progressive discipline action
Time off request
Request for time periods when you are not required to work
Vendor appointments
Specific times scheduled with an outside party related to products and supplies for the business
Attendance
The action or state of going regularly to or being present in the workplace
High density scheduling
Refers to any scheduling system where the doctor has access to more than one examination room
Delegate
Authorizing subordinates to make certain decisions
Deadlines
The latest date or Time by which a task or project should be completed
Department collaboration
When two or more departments are able to jointly improve, update or create a service, policy or procedure for the practice
Expectations/goals
The result of achievement towards which effort is directed
Prioritizing
To determine the order and dealing with or completing task according to their relative importance
Workflow
How the flow of work is organized to occur at the practice, or the progression of steps( task, events, interactions) that compromise a work process, involve two or more persons, and create or add value to the practice goals or Mission
Reasonable accommodation
As defined by the US Department of justice, “any modification or adjustment to a job or the work environment that will enable a qualified applicant or employee with a disability to participate in the application process or to perform the job.”
Results-oriented
A term used to describe knowing what results are important, and focusing resources to achieve them
To do list
A systematic way to record items that need to be completed
Accountability
Answerability, blameworthiness, liability, and the expectation of account-giving. Assuming responsibility for his or her actions
Interactive
Influencing or having an effect on each other
Leadership
The art of guiding people in a manner that commands the respect, confidence, and whole-hearted cooperation
Minutes
Written or recovered documentation used to inform attendees or non-attendies what was discussed at a meeting. Minutes frequently include; attendees, agenda, decisions, action items and due dates
Motivation
Tendency to expend efforts to achieve a goal
Participation
The act of taking part in something
Role playing
The changing of one’s Behavior to assume a role, usually in the context of training session
Staff meeting facilitation
The act of planning and conducting a staff meeting
Team building
The use of different types of interventions that are aimed at enhancing social relations and clarifying team members’ roles, as well as solving tasks and interpersonal problems that affect team functionality
Celebrations
The action of marking one’s pleasure at an important event or occasion by engaging in enjoyable, typically social, activity
Agenda
A list of meeting topics to be covered
Action items
Specific task frequently assigned or accepted at meetings
Exit interview
Interview between an employer and a departing employee, conducted in part to determine why the employee is leaving the employment, regardless of circumstances
Expectations
With the employee and employer anticipate receiving from The Professional relationship. An employer may have performance expectations. An employee has the expectation of wages for the time worked
Goals
A goal is a desired result that a person or a system envisions, plans and commits to achieve: a person or organizational desired end-point in some sort of assumed development
Job satisfaction survey
A survey given to employees where the intent of the questions is meant to help determine the level of contentment or satisfaction with their position or specific task
Peer evaluations
The evaluation of creative work or performance by other people in the same field in order to maintain or enhance the quality of work, or performance in that field
In-house continuing education
Continue education provided by or within the organization
Whistle blowing (blower) (US)
A person who exposes any kind of information or activity that is deemed illegal, dishonest, or not correct within an organization that is either private or public
Empowerment
To give power or authority to; authorize, especially by legal or official means
Essential functions
Those functions that the individual who holds the position must be able to perform unaided, or with the assistance of reasonable accommodation
Job duties
Task and responsibility one must perform on a job
Legal implications
The consequences of being involved in something determined by the law
Policy
A specific set of systems or principles that guide the decision-making of the practice
Procedure
A fixed, step by step sequence of activities or course of action ( with definite start and end points) that must be followed in the same order to correctly perform a task
Expense reimbursement policy
A written policy that outlines what forms to use, when to submit them, and the need to retain all receipts and when the reimbursement will be made
Continuing professional development
Another term for continuing education
Continuing education policy
A written policy, typically within the practice Hospital employee handbook, that includes but isn’t limited to; details on what courses are acceptable, expenses that will and will not be reimbursed, and the process for scheduling
Continuing education credit
A measure used and continue education programs that are earned upon completion of that program. Many professional licenses or certifications require a specific amount of credits in order to renew the license or certification
Continuing education allowance
A specific amount set aside per employee, usually annually, to be spent on continuing education expenses
Registration
Making the commitment, completing the paperwork and the payment for a continued education class, webinar, conference or other form of delivery for continuing education
Registry of approved continuing education (RACE)
American Association of Veterinary state boards created race CE for the purpose of developing and applying uniform standards related to Providers and programs of continuing education and veterinary medicine
Confidential
Limited to persons authorized to use information, documents, Etc
Audits
Systematic inspection of records for accuracy and compliance. Typically done for medical records, Financial records, tax records, safety records
Employees surveillance
The use of various methods of workplace surveillance together information about the activities and locations of Staff members
Privacy Act 1974 (US)
Provides safeguards against invasion of personal privacy through misuse of Records by the US federal agencies
Consolidated Omnibus budget reconciliation Act of 1985 (COBRA) (US)
Allows for limited continuation of group health benefits to covered employees who leave their employment under certain circumstances
Benefits waiting period
The period of time before an employee is eligible for a benefit
Employee benefits review
A process by which an organization reviews and measures their employee benefits as a competitive factor for attracting employees
Employment status
The legal status and classification of someone in employment as either an employee or working on their own account (self-employed)
Contribution
A gift or payment to a common fund or collection
Maximum contribution
The limit to the amount of money one can deduct from their salary to place in a retirement account
Open enrollment
The period during which a health insurance company or HMO is statutorily required to accept applicants without regard to health history
Qualified event
A change in your life that can make you eligible for a special enrollment period, usually to enroll in health coverage
Total compensation
Is everything the practice provides in exchange for working. It can include wages and benefits such as Medical benefits, paid time off, continue education, Etc
Constructive discharge
Occurs when an employee resigns as a result of an employer creating a hostile work environment
Unemployed
Without a paid job but available to work
Termination pay schedule
Refers to some states final paycheck laws that Define a specific time frame for when a departing employee must receive their final paycheck
Severance package
Pay and/or benefits that employees receive when they leave employment at a company
Wrongful discharge
A claim in breach of contract or in tort for the ending of an employment contract by an employer, for some unlawful reason
Positive discipline
A discipline model used by schools, in parenting, and in workplaces that focuses on the positive points of behavior, based on the idea that there are no bad individuals, just good and bad behaviors
Open door policy
A phrase indicating that the manager’s door is open to every employee period The purpose of an open door policy is to encourage open communication, feedback, and discussion about any matter of importance to an employee
Progressive discipline
The process of using increasingly severe steps or measures when an employee fails to correct a problem after being given a reasonable opportunity to do so
Corrective action
Process of communicating with employees to improve unacceptable Behavior or performance and setting standards and consequences for not meeting those standards
Due process
The legal requirement that the state must respect all legal rights that are owed to a person
Documentation
Materials that provide official information for evidence that serves as a record
Conflict resolution
Process of resolving a dispute or disagreement
Code of conduct
A set of rules outlining social norms, and the rules and responsibilities of, or proper practices for an individual or organization
Arbitration
A form of settlement negotiation facilitated by a neutral third party
Hostile work environment
Exist when conduct by anyone in the workplace has the purpose or effect of creating a hostile, intimidating or offensive working environment
Negotiations
A strategic discussion that resolves an issue in a way that both parties find acceptable. In a negotiation, each party tries to persuade the other to his or her point of view
Mediate
To intervene between people in a dispute in order to bring about an agreement or reconciliation
Mediation
Intervention in a dispute in order to resolve it; arbitration
Investigation
Researching, collecting and evaluating information with the intent of confirming the facts or truth of the situations. Examples include the investigation of a hostile work environment claim, a violation of Osha procedures, or low inventory counts
Harassment
Any unwanted or undesirable conduct that puts down, shows hostility or an aversion to another person. Harassment can come from coworkers, employers, or clients
360° evaluations
A system or process in which employees receive confidential, Anonymous feedback from the people who work around them. This typically includes the employees manager, peers, and direct reports
Wage review
The assessment or review of the salary or paid to an employee, where decisions are taken on whether the employee’s pay should be increased, Etc
Performance Improvement plan (PIP)
A plan aimed at improving an employee’s performance and/or behavior. Use a pip to identify a performance problem(s) and look for ways to improve the performance of a staff member
Performance evaluation
A system used to determine and Report how well an individual employee has performed during a period of time
Affordable Care Act 2010 (ACA) (US)
US federal statute mainly designed to expand access to healthcare insurance, decreasing rising cost, and focus on prevention and Wellness
