Have you ever worked in a practice where there is a hot-head in the building? Someone who is reactive? Someone who flies off the handle or is extremely emotional in their reactions to things that don't seem to warrant that level of reaction? A lot of us have worked with someone like that. The question this week on the podcast is what do we do when the hot-head is in charge? Join Dr. Andy Roark and Stephanie Goss as they tackle a fantastic question from the mailbag about what to do when the manager of the practice is the hot-head and their fellow leader in the practice isn't their direct boss who can hold them accountable for their behaviors. Let's get into this...

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UVP - 179 - When The Hot - Head Is The One In Charge

The Uncharted Veterinary Podcast is for veterinary professionals who want to ace the tough parts of practice that happen daily but don't get discussed. We'll cover topics like how to manage workplace conflict, take exceptional care of pets and people, convince pet owners to follow your advice, have difficult money conversations, survive toxic co-workers and much more. If you want to up your communication, efficiency, management, or marketing skills so you can get more success and enjoyment from your career, then this is the podcast for you!

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Shawna Castillo, Director of Care Plans at Otto, joins us to tackle a critical question from a practice manager struggling with client credit limitations. Despite offering CareCredit, Scratchpay, and VetBilling, many clients still face challenges. The burning question: How do we design wellness plans in a way that is not going to make my team or my doctors lose their ever-loving minds? Practice Management super nerd, Stephanie Goss and Shawna Castillo offer their perspectives on this subject. This week's episode of the Uncharted Veterinary Podcast is brought to you by Otto. 

Shawna Castillo, with her 20 years of experience in the veterinary and animal health space, brings a wealth of knowledge to this topic. As a leader in people, processes, and technology, Shawna excels in influential team leadership, process improvement, client retention strategies, and customer success enablement. At Otto, she oversees the Care Memberships program, helping veterinary hospitals boost their economy, client retention, team efficiencies, and patient outcomes. Shawna's passion for understanding human and animal motivators and her love for using technology to strengthen the bond between pets, their owners, and veterinarians, makes her the perfect guest for this mailbag.

Stephanie and Shawna discuss the need for care plans, enabling pet parents, especially younger generations, to afford preventative care through manageable monthly payments. They discuss key factors to consider when designing care plans and strategies to overcome common barriers from associate DVMs, team members, and clients. Shawna's insights offer invaluable guidance for veterinary practice managers and leaders looking to implement effective wellness plans without overwhelming their teams. Let's get into this episode...

ADDITIONAL RESOURCES
Otto Care + Uncharted Deal: https://otto.vet/uncharted/
Referenced Article: https://www.avma.org/news/turn-data-when-decisions-get-tough 
UVP 233 - Vet vs. Wellness Plans: https://unchartedvet.com/vet-vs-wellness-plans/

UPCOMING EVENTS
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 ⚓ Boost Your Conflict Management Skills at NAVC HiVE with Uncharted!
Heads up, Minneapolis! Uncharted is hosting an essential conflict management workshop at the NAVC HiVE this June. Our Conflict Management Essentials training is perfect for veterinary professionals eager to create a peaceful work environment. This one-day, interactive training is available on two different dates for your convenience. Explore the roots of conflict, develop emotional intelligence, and learn effective communication strategies. Seize this opportunity to strengthen your team and enhance your practice's conflict resolution skills. Register now and join us at NAVC HiVE: https://unchartedvet.com/navc-hive-conflict-management-training

289 - Do Wellness Plans Make Sense For You

A frustrated veterinary practice leader wonders why it seems like the details no longer matter to their team. This week on the Uncharted Veterinary Podcast, Practice Management expert Stephanie Goss and Dr. Andy Roark tackle their shortest mailbag question ever: does anyone care about the details? Together, they work through the headspace behind this question, discussing the complexities of veterinary medicine and how to foster honest conversations that lead to accountability. From fecal loops to technician tasks to tardiness, Dr. Andy Roark and Stephanie Goss walk through real-life examples, offering valuable action steps to help the team understand why the details matter. Let's get into this episode...

LINKS


288 - Does Anyone Care About The Details

This practice owner aims to develop a plan for both a new, eager graduate and an established associate who is less enthusiastic about development. Dr. Addie Reinhard, CEO of MentorVet, joins Dr. Andy Roark on this week's podcast to tackle this unique challenge. 

Dr. Reinhard brings a wealth of expertise to the conversation, as the founder of MentorVet—an organization known for its evidence-based approaches to promoting well-being within veterinary medicine. Her extensive research, including her role in the Merck Animal Health Veterinary Wellbeing Study, focuses on developing interventions to support mental health and well-being in the veterinary field. All of this making her the perfect person to help us with this week's mailbag. 

Together, Dr. Addie Reinhard and Dr. Andy Roark discuss the importance of tailored development plans, employee ownership, and provide actionable steps for any practice leader looking to enhance their mentorship programs. Let's get into this..



287 - Doctor Development - New Grad And Established Associate

An associate is struggling with their perception that the management team is not holding an otherwise exceptional team member accountable for excessive call-outs, resulting in gaps in coverage. This week on the Uncharted Podcast, Stephanie Goss and Dr. Andy Roark respond to an email signed from "A motivated associate who needs my support team to show up to work and the management team to hold them accountable." They discuss a team member who is excellent at their job but has chronic migraines causing constant absences. Andy and Stephanie aim to move from frustration to a positive mindset to tackle this mailbag question, head on. Let's get into this episode...

LINKS


286 - We Need A Call - Out Policy

Clients are feeling extremely frustrated by not being able to get seen with a sick pet quickly enough for their liking and unfortunately, the front desk is taking the brunt of the client frustration. This week on the Uncharted Podcast, Stephanie Goss and Dr. Andy Roark jump headfirst into another mailbag episode. They received an email from a practice who is absolutely drowning in clients. They have 5 doctors offering care weekdays AND weekends and they still can't keep up.  This practice is pleading for suggestions on not letting the constant backlash wear them down at the desk or on the phones. The team feels like this can be an amazing field to work in, but are feeling like its hard not to dread coming in when the bad calls start to outweigh the good. Let's get into this episode...

LINKS


UVP - 179 - When The Hot - Head Is The One In Charge

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