What is your position within the surgery?
Practice Manager, Customer Accounts manager, Customer Service Manager (Many hats, I’ll let you choose). I grew up in Somerset, a small village called Merriott. My father moved to Weymouth around 8 years ago we have always liked the area so ended up following suit 2 years later, moving into a derelict house to rebuild as a project.
Why did you come to work in a veterinary office?
I’ve always wanted to work in practice or with horses since I can remember. I come from a family that have always been involved with horses so could ride before I could walk. I’ve never wanted to do anything else other than work with or with animals in one way or another.
How did you become a veterinary office worker?
I started in an equine practice (Grant & Partners, Somerset) when I was 16, after spending a year at Leigh Equestrian, this gave me the insight into what it would be like, from then I always knew I wanted to be in practice either as a nurse or in office. After leaving Grant and Partners I then went on to work for Golledge Electronics and Battens Private Law for 8 years in each, giving me the administration and customer relations skills and knowledge that I would need to work in office within a practice. Once I had gained my relevant training (The college of laws anti-money laundering, Customer Care and The Exceptional PA Diploma, along with Signature Service and introduction to Health and Safety within the workplace.) I then moved on to run my own Event Groom Service within the equine industry in Somerset. Whilst doing this I then got asked to go for an interview with Kingfisher Veterinary Practice as a receptionist / Animal Nurse Assistant. I stayed with Kingfisher for 2 years and ran the groom business alongside. In 2012 we relocated to Weymouth, this is when I started work for Moorcroft Vets, and got involved with Cats Protection. I had two top of the range catteries that I ran from my garden that held up to 20 cats. I did a number of courses in Feline origins and Behaviour. This is when I also became more interested in the daily running of a practice and did more on the office / accounts side of things. After 4 years at Moorcroft vets I decided it was time to move and have been at Dave Cumber Vets since June 2016 as Practice Manager.
What do you actually do as a veterinary office worker?
With my Customer Service hat on, I run the reception team, do the rotas, make sure that reception is run as smoothly and professionally as possible on a daily basis. As Customer Accounts Manager i deal with any payment or invoicing issues that may arise, also dealing with direct claim insurance form and advising on pet insurance issues as a registered Pet Plan Insurance Advisor. I also Assist the Practice Manager in the daily running of the practice over seeing the Vets, Nurses and receptionists team, making sure that everything is done accordingly and efficiently to give the best possible care. I’m a member of the VPMA, and BVRA in which I’m hoping to achieve up to Gold Standard award in the next 12 months. I’m very excited about the BVRA as this is the first time that the Veterinary Receptionist has been recognised by the British Veterinary Association and will have specific training and support for the job.
Tell us about your pets. What are their names, ages, histories and personalities?
I have two dogs, a 7 year old Yorkie called Cookie and a 9 year old Jack Russell cross called Tia. Both crazy, cookie likes to chew up anything and everything.I also have a very old guinea pig that is at least 8!! And three ponies, Beans is a shetland cross who is 14 and Ccino and Mocha who are mini shetlands at just over a year old. Mocha is very chilled and laid back for a yearling, but Ccino is totally the opposite, and is very naughty.
What are your personal interests, and achievements?
My personal interest are my ponies, reading, spending time with my 3 children and family. I enjoy walking the dogs and taking my youngest son out riding on his pony. I also spend a lot of time traveling all over the country with my middle son so he can race his autograss car.
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