Jody Friesland
Red Lion
Summary
Adept at fostering animal care and enhancing customer relations, I significantly increased client satisfaction at Community Animal Hospital. My background in office administration and problem-solving has streamlined operations and improved workplace safety. With a knack for organization and clear communication, I excel in environments requiring meticulous attention to detail and team collaboration.
Overview
27
27
years of professional experience
Work History
Veterinary Practice Manager
Community Animal Hospital
08.2022 - Current
- Trained staff in customer service techniques, resulting in increased client satisfaction and retention rates.
- Coordinated staff schedules to ensure adequate coverage during peak hours while minimizing overtime expenses.
- Fostered a positive workplace environment by resolving conflicts professionally among team members as well as addressing concerns promptly.
- Established partnerships with local animal shelters, providing discounted services and fostering community engagement.
- Managed payroll processing, benefit administration, and HR-related tasks to ensure compliance with state regulations while maintaining employee satisfaction levels.
- Conducted regular performance evaluations for staff members, offering constructive feedback and identifying areas for professional growth.
- Managed financial operations, ensuring budget adherence and maximizing practice profitability.
- Increased overall client satisfaction rates by implementing targeted customer service initiatives tailored specifically toward each unique demographic within our community base.
- Implemented a preventive care program to educate clients on the importance of routine checkups and vaccinations, resulting in healthier pets and increased repeat business.
- Negotiated contracts with vendors for cost-effective procurement of supplies, equipment, and services necessary for daily operations at the clinic.
- Implemented electronic medical records system for better organization of patient information and improved efficiency.
- Enhanced the quality of veterinary care by staying current on industry trends and best practices through continuing education courses.
- Streamlined inventory management system to reduce waste and maintain optimal supply levels.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Ordered all pharmacy supplies and kept check on inventory levels.
Administrative Manager
Dallastown Medical Associates
04.2021 - 08.2022
- Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
- Provided exceptional administrative support for executive-level staff, ensuring that their needs were met promptly and accurately in order to facilitate smooth daily operations.
- Supervised staff and delegated tasks to maintain positive, productive administrative operations.
- Maintained accurate record-keeping systems to ensure easy access to critical information for decision-making purposes.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Nurtured a positive work environment by addressing employee concerns promptly and fairly, fostering open communication channels between staff members at all levels of the organization.
- Greeted visitors, employees and clients politely and professionally for excellent reception service.
- Interviewed, recruited and onboarded new staff for high-performing administration teams.
- Enhanced team productivity by providing ongoing professional development opportunities and regular performance feedback.
- Verified customer information for orderly, up-to-date online systems.
- Assisted in the development of strategic plans to achieve company objectives while maintaining a focus on excellent customer service delivery.
- Optimized scheduling and event planning for executive meetings, enhancing productivity and time management.
Clinical Allergy Specialist
United Allergy Services
03.2020 - 04.2021
- Conducted thorough patient assessments to identify potential allergens and establish accurate diagnoses.
- Enhanced patient satisfaction by providing personalized care and addressing individual concerns.
- Mentored junior staff members in best practices for allergy assessment and treatment, fostering a supportive team environment.
- Collaborated with multidisciplinary teams to develop tailored allergy management strategies for patients.
- Educated patients and their families on allergen avoidance techniques, leading to decreased exposure and symptom flareups.
- Consistently maintained detailed and accurate patient records, enabling efficient tracking of progress and easy communication among healthcare team members.
- Implemented immunotherapy treatments for eligible patients, resulting in long-term symptom relief.
- Collaborated with pharmaceutical representatives to stay current on the latest allergy medications, ensuring patients had access to the most effective treatments available.
- Reviewed patient medical information and completed thorough physical examinations, discussing current symptoms and concerns to gain complete picture of present health and wellness.
- Monitored food challenges to test severity of suspected allergens and provide immediate medical assistance in case of adverse reactions.
- Ordered skin prick, IgE RAST and other tests to isolate likely allergens.
Office Manager
East Side Auto Body
05.2015 - 03.2020
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Reduced overhead costs significantly through negotiation of vendor contracts for office supplies and services.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Veterinary Technician
Community Animal Hospital
08.2005 - 05.2015
- Effectively managed time-sensitive tasks while maintaining high-quality patient care through multitasking abilities during busy shifts at the clinic.
- Assisted in euthanasia procedures with empathy and compassion, providing emotional support to grieving pet owners during difficult times.
- Administered medications and vaccinations to animals under the supervision of a veterinarian, ensuring proper dosage and administration techniques.
- Restrained animals to protect veterinarians from potential harm.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Conducted diagnostic tests such as blood work, x-rays, and ultrasounds to aid in accurate diagnosis and treatment planning.
- Monitored post-operative recovery processes for surgical patients closely to detect any complications early enough for prompt intervention.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
- Educated clients on preventive care measures such as vaccination schedules, heartworm prevention, flea/tick control, dental hygiene, and nutrition guidelines.
- Maintained clean examination rooms, equipment, and kennels to ensure a safe and sanitary environment for both patients and staff members.
- Assisted in surgical procedures, ensuring a sterile environment and properly handing instruments to the veterinarian as needed.
- Provided exceptional customer service, addressing client concerns and answering questions about pet health and wellness.
- Collaborated with fellow technicians to create efficient workflows that streamlined daily tasks within the clinic setting.
- Scheduled appointments efficiently while prioritizing urgent cases appropriately based on severity of symptoms presented by pets.
- Enhanced client satisfaction by providing compassionate care for pets during their appointments.
- Restocked surgical and office supplies to keep all necessary materials easily accessible.
- Handled challenging behavior from stressed or anxious animals using calming techniques learned through continuous professional development courses.
- Greeted pet owners and went over available services, outlined costs, and determined special needs of animals under care.
- Collected patient biopsies and blood samples for laboratory analysis.
Pharmacy Technician
Rite Aide Pharmacy
06.1998 - 08.2005
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Counted and labeled prescriptions with correct item and quantity.
- Entered and processed patients' prescriptions into internal system.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Boosted customer loyalty by providing friendly, knowledgeable assistance on drug interactions and side effects.
- Aided pharmacists in preparing sterile compounding products for IV administration using aseptic techniques.
- Educated patients on medication usage and precautions, enhancing patient understanding and safety.
- Enhanced patient care by accurately filling prescriptions under pharmacist supervision.
- Precisely measured and combined ingredients to deliver scrupulous formulation on customer compound prescription orders.
Education
Bachelor of Science - Healthcare Administration
Purdue University
West Lafayette, IN02-2023
High School Diploma -
Northeastern High School
Manchester, PA06-1998
Skills
- Animal care
- Office administration
- Asthma management
- Customer relations
- Problem-solving skills
- Workplace safety
- Organization and multitasking
- Clear oral/written communication
- Document management
- Intravenous injection
- Laboratory skills
- Surgical preparation
Timeline
Veterinary Practice Manager
Community Animal Hospital
08.2022 - Current
Administrative Manager
Dallastown Medical Associates
04.2021 - 08.2022
Clinical Allergy Specialist
United Allergy Services
03.2020 - 04.2021
Office Manager
East Side Auto Body
05.2015 - 03.2020
Veterinary Technician
Community Animal Hospital
08.2005 - 05.2015
Pharmacy Technician
Rite Aide Pharmacy
06.1998 - 08.2005
Bachelor of Science - Healthcare Administration
Purdue University
High School Diploma -
Northeastern High School
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