VHMA Approved for CVPM's

This course is applicable for 5 CE credits toward the continuing education requirement for the Certified Veterinary Practice Manager program offered by the Veterinary Hospital Managers Association (VHMA).


Course Focus, Content, and Learning Objectives

At The Veterinary Front Desk: Client Satisfaction is designed to help all veterinary team members understand how client satisfaction can enhance job satisfaction, prevent burnout, and help promote better communication with both clients and fellow team members.

Upon completion of the course, the student will be able to:

  • discuss the basics of providing high quality client service
  • explain why cooperation between team members and clients can lead to team satisfaction as well as client satisfaction
  • develop problem solving skills
  • outline the importance of client feedback and explain how it plays an essential role in client satisfaction
  • convey how the appropriate attitude over the phone can affect client relations
  • give examples of good listening skills and explain why they are critical components of positive communication

Completion requirements:

Instructor Graded Interactive Critical Thinking and Case Study Assignments: Designed to help the participant apply the newly learned skills and knowledge via implementation focused and patient based scenarios

Examination Must be submitted with a score of 80% or better, multiple attempts

Course Survey

A certificate of completion is provided.


How Does the Enrollment Process Work?

This course is designed to be as schedule friendly as possible as we understand it can be hard to fit interactive CE into an already busy life. Open enrollment allows students to enroll in this course at any time.

Once the course payment transaction has been submitted, we will receive a notification of enrollment. In addition, the student will be sent a couple of "heads up" emails. The payment receipt will be sent to the email address designated in the payment page of the shopping cart, by the person who paid.

There is a post-payment manual process we must complete in order to add the new student to the course.

Completing enrollments as quickly as possible is a priority but it can take a full 24 hours, especially on weekends and holidays. Once fully enrolled. the student will be sent a course welcome email containing important information, including how to access and log into the course.


Personal Completion Deadline

This is an asynchronous course. Students are not expected to be logged into the course at any specific times as there are no real time lectures or requirements.

Students have 5 weeks from the date of payment to meet all completion requirements. The course welcome email will specify the student's personal completion deadline. If the student has not met the completion requirements by the deadline, they will be processed out of the course and graded as incomplete.

But What If Something Comes Up?

There are times when unforeseen situations interfere with a student's ability to complete by the deadline. In that case, an email to VetMedTeam, as soon as such a situation arises, will allow us to offer the best possible options.


Technology Requirements

Reading content within the course is provided via PDF therefore the ability to download files and open PDFs is required.

It is recommended that participants utilize a program such as MS Word to create, and save, their assignment submission to their computer. Then the information can be pasted into the assignment submission area.


Participant Feedback

When asked what aspects of the course liked best some responses were:

...I liked the assignments and the case study. it asked you question and then gave really good feed back to help you improve.

...I liked The seven practical steps to client problem solving!!

...the course booklet provided some new ideas/perspectives I had not considered and will be a useful reference.

...All of it was great. It was almost a refresher class for me.

...The burnout section was beneficial to me as we deal with a lot of issues being taken personally.

...I liked that I could take the course at my time, and do the assignments when it was convenient for my schedule.

...stress relieving methods for professional burnout were very useful.

...strategies to take things professionally and not personally.

...This had great real world applications

...the fact that it covers multiple topics for the front staff and the discussions on burnout were most beneficial to me.

...Understanding frustration in the work place

...It really made you think about situations at work

...the critical thinking exercises allowed me to apply lessons to past experiences


Course Instructor

Erin Macdonald, CVT, BAS, CVPM, CVBLErin Macdonald, CVT, BAS, CVPM, CVBL

Erin Macdonald was the Hospital Administrator and managed a busy five doctor practice in St. Petersburg, FL for twenty one years. in 2020, she built, opened, and grew a brand new practice in downtown St. Petersburg, Florida. She recently left both practices to pursue veterinary consulting. She has worked in the veterinary field since 1999, her first position as a receptionist.

In 2006, she received an Associate in Arts Degree in General Studies and an Associate's in Science Degree in Veterinary Technology from St. Petersburg College. That year, she became a Certified Veterinary Technician. After receiving a Certificate in Hospital Management and a Bachelor's Degree in Veterinary Technology Management, she achieved the designation of Certified Veterinary Practice Manager in 2009. In 2022, she completed and passed the exam to become a Certified Veterinary Business Leader. She is level two and Elite Fear Free Certified.

Erin is a member of both the Florida Veterinary Technician Association and the National Association of Veterinary Technicians in America. Erin lives in Palm Harbor, Florida with her fiance and their three sons, Kingston, Isaac, and Jordan. They also share their home with their dog, Gemma and cat, Roxanne.



Price: $69.00 USD

Practices may enroll individual team members. To learn how to assign a specific team member to a course, please visit the Assigning Students page.

Please use this link to view the Withdrawal Policy for this course.