Kelsey Croom

As Practice Manager, I am responsible for the general management of the clinic. I provide leadership and direction to the team to ensure safe, efficient, and ethical patient care. Additionally, I develop strategic growth opportunities, monitor the performance of the staff and the clinic, and implement new strategies and procedures to improve client and team satisfaction as well as promote business growth financially.

· Manage financial operations to ensure budget adherence and maximize profitability. Track revenue to budget metrics of P&L to identify areas of growth for profitability of the clinic. Responsible for revenue, EBITA, and patient visit growth to be above 100% of budgeted goal.

• Full supervisory responsibility for hiring, promoting, staff retention, salary adjustments, team relations, and performance management while maintaining employee satisfaction.
• Review and implement staffing plans to promote effective use of staff, manage payroll processing, approve and enter DVM and support staff schedules, approve time-off requests, and minimize overtime expenses. Provide supervision and continuous improvement though continuing education courses. Responsible for keeping labor percent under 37% of budget.
• Monitor trends in NPS scores to increase overall client satisfaction. Develop client management strategies including client retention, reminder system management, and customer service improvement. Train staff in customer service techniques resulting in increased client satisfaction and retention rates.
• Streamline inventory management to reduce waste and maintain optimal supply levels to keep COGS below 17% of budget.
• Foster a positive workplace environment by resolving conflicts professionally and addressing concerns promptly.

Veterinary Assistant and Patient Care Coordinator

• Provided compassionate and Fear Free care for animals during visits.
• Ensured great customer service and education for owners by addressing concerns, answering questions, and offering valuable recommendations for pet care. Responsible for phone answering and got client information to set appointments.
• Enhanced patient care by assisting veterinarians and technicians with examinations, surgeries, restraint, and diagnostic procedures. Assisted in the administration of medications, vaccines, and treatments. Positioned animals for injections, catheters, blood draws, and diagnostic imaging such as x-rays and ultrasound scans.
• Ensured accuracy of medical records by diligently documenting all SOP medical record notes, treatment plans, and patient information for DVM review.
• Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
• Responsible for money handling and inventory management.

• Wild Things Museum Store: Lead Sales Associate responsible for customer assistance, sales, money handling and security safe procedures, maintenance of merchandise, inventory, and store opening and closing practices. Depended upon to train and oversee new employees, created end of month reports for accounting, created store goals, and received items into the inventory system.
• Animal Handler: Animal handler and educator to promote conservation. Provided fun educational experiences through animal show demonstrations for guests of all ages and host private parties using a variety of live animals (including owls, snakes, lizards, turtles, spiders, frogs, salamander, and rabbits).
• Front Desk Lead Associate: Ensured enjoyable and memorable experiences for museum guests through great customer service, and knowledge of the museum and 250+ species of animals. Lead Associate responsible for opening and closing the museum, greeted and provided assistance to guests, and ensured membership sales and donations necessary for the museum’s success.