The person behind the desk

Em is a certified veterinary assistant and a licensed veterinary technician who has worked in veterinary hospitals under titles like Client Service Representative and Client Service Assistant. The titles changed over the years. The work did not: phones ringing on six lines, a waiting room full of worry, and a team depending on the desk to hold it all together.

TheVetCSR started as her answer to a simple problem. Veterinary receptionists are handed one of the hardest communication jobs in medicine and almost none of the training. So she builds the training herself: plain-language guides, word-for-word call scripts, posters, and workbooks, plus a daily community where front-desk staff trade what actually works.

The mission underneath

Every guide sold and every subscriber who joins moves one long-term mission forward: to fund the world’s biggest SATO rescue for Puerto Rican rescue dogs. The mission is personal. Her own dog Houdini is a sato, rescued from Puerto Rico, and living proof of what those dogs become when somebody gives them a chance. Houdini turned eight this year. Bane, her brindle old soul, is thirteen and still supervising.

The front desk paid for the education. The education is building the rescue. That is the whole business plan, and she will tell you so herself.

What she makes

• Training guides and call scripts for veterinary receptionists and new hires
• The Monday VETMED Update, a weekly method and script for the front desk
• A daily podcast of front-desk scenarios, scripts, and vet med news
• A Facebook community of thousands of CSRs comparing notes