Management Exchange 2013 Program
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FRIDAY, March 7, 2014

8:00 a.m. – 12:30 p.m. – Classroom Sessions

Polarity Management – Keep your Leadership Strengths from Turning into Weaknesses

Polarity Management is a set of principles and a method to guide people in tapping the power of “both/and” thinking for better, more sustainable results. Polarity Management focuses on increasing a leader’s self-awareness/self-management by realizing that personal core values are best served in pairs over time. Participants begin to see themselves more completely and develop their own personal game plan to discover and sustain higher levels of awareness resulting in higher organizational leadership performance. Presenter: Margaret Seidler

Innovators and Early Adopters from the Trenches

Welcome to 2014 . . .never before has the quest for innovation been so all-consuming. The world is moving fast, creating a never ending need for new experiences and novel solutions. In this session we showcase the creativity of practice managers who are improvising, innovating, thinking outside the box, and maybe a bit off the wall to address issues they confront in their practices. Thirty minute presentations will be followed by questions and answers.

Big Data: Running with the Big Dogs – The hype right now in the marketing industry is the use of "big data" to maximize your competitive position. Come see how one practice in the Seattle area is leveraging this tool, how you can implement it in your practice, and what it may bring to the future of veterinary practice management. Presenter: Johana Beresky, MBA

A Dialogue with Your Data – Most likely your practice management software is loaded with data that is difficult to access or not organized the way you might want. See how one northern California clinic leveraged off-the-self software to get what they wanted. The discovery began with a desire to automate practice metrics but the results proved to be much more valuable. From determining new client referral sources to exploring service usages, discover how this blended practice is transforming its data into useful management information. Presenter: Mark Dunn

12:30 p.m. – 2:00 p.m. – CareCredit Sponsored Lunch Program  

2:00 p.m. – 5:00 p.m. –
Case Study  

The VHMA case study is an educational format in which a fictional practice case is presented and the attendees are given the opportunity to offer a remedy or suggestions on the particulars of the case. The fictional practice case is intended to involve the attendees in, in-depth study and discussion of all areas of practice management including: Human Resources, Business Law, Insurance and Ethics, Marketing, and Financial and Organizational Management. 

6:00 p.m. – Welcome Reception  

SATURDAY, March 8, 2014

8:00 a.m. – 12:30 p.m. – Classroom Sessions  

Triumphs and Blunders: An Honest Sharing of Implementation Approaches by Those Who Tried Them

Predetermined presenters and topics are selected to share "mini-case studies" on recent changes they have implemented in their practice. Presenters will share the entire story – from the reasons why they decided to make a change to the final outcome, good or bad. Discussion, input, and comment from the audience are encouraged.

Case studies presented by:

TRIUMPH: The Real Housewives of Veterinary Medicine – Do you work with your owner’s spouse? Do you walk on eggshells or allow them to play by different rules? Hear some tricks to drown out the drama by laying down the ground rules. Presenter: Susie Crockett, CVPM

TRIUMPH: Using Technology to Enhance In-House Team Training – Team training programs are diffcult to establish and maintain. This triumph will walk you through how one hospital utilized different technology platforms to create an interactive training program for their client care specialist team. Presenter: Tiffany Killion, BS, CVPM

BLUNDER: Age Discrimination, Sexual Harassment, and Sexism – Charges of age discrimination, sexual harassment, and sexism are all charges that will be filed against your practice if you don't have the proper policies and procedures in place to manage your personnel. Learn from one practice's mistakes. Presenter: Don Hemerson III CVPM, MBA

BLUNDER: Paperless: the Good, the Bad, and The UGLY – Learn from the blunders of others and embrace the inevitable! From preparation to fruition, learn about the challenges our practice faced and the many blunders we made on the road to ultimate triumph. Presenter: Jessie Merritt, CVPM, SPHR

Two Sides of the Story (He Said/She Said)

There are two sides to every story or idea…even in the field of veterinary management. During this poignant session, we will tackle hot industry specic topics from two opposing perspectives. Agree to disagree (or listen to those who will!) and you will walk away with a fresh perspective that can help you in your practice.

Topics include:

  • Supervisors – hire from within or bring in from outside
  • Open book management
  • Discounts
  • Employee moonlighting

12:30 p.m. – 2:00 p.m. Vetstreet Sponsored Lunch Program  

2:00 p.m. – 3:00 p.m. Appy Hour

During our Appy Hour session attendees are encouraged to share their experiences with off-the-shelf, non-veterinary software or mobile device applications that they have found to be new management “must haves.” Discussion is focused on sharing new technology that can be effectively transferable to veterinary practice management.

3:00 p.m. – 5:00 p.m. Roundtable Discussions

Roundtable Discussions are among the most flexible and informal educational formats offered at VHMA educational events. Roundtable Discussions allow for extended discussion among a small cohort of professional colleagues. Roundtable Discussions are excellent venues for giving and receiving targeted feedback and engaging in in-depth discussions. Attendees are broken up into groups of 6 to 10 individuals and are presented with predetermined topics for time-limited discussions.

Topics include:

  • Collecting missed charges
  • What does your employee selection process look like?
  • Bonuses and Incentives - Motivating Staff without Money
  • Buying Groups
  • How do your wellness plans support your standards of care?
  • Medical Board Inquires: share your experiences and insight.
  • Health insurance: what changes has your practice made to comply with the new laws?
  • Promoting team members, does your practice have a process in place?
  • Client Service Teams: Emowering your staff to manage client complaints.

SUNDAY, March 9, 2014

8:00 a.m. – 12:30 p.m. – Classroom Session

Software User Groups

Our Software User Groups session is formatted similar to the Roundtable Discussions, except that the focus of discussion is specically related to the practice’s management software. The session allows for extended discussion among a small group of professional colleagues in which attendees share experiences and knowledge. Attendees are broken up into groups based on the most common software platforms (AVImark, DVMAX, IDEXX Cornerstone, Impromed Infinity, Intravet); within each software group they will discuss the following predetermined topics. Each topic is afforded 30 minutes for discussion.

Topics include:

  • Software workarounds
  • Hardware workarounds
  • Handheld devices (tablets, laptops, wireless medical equipment, credit card terminals, etc.)
  • Managing wellness plans through your software (DVM compensation, financial reporting, patient reminders, etc.)

Marketing Panel Discussion

A panel discussion is designed to provide an opportunity for a group of colleagues to hear several people knowledgeable about a specific issue or topic, present information, and discuss personal views and experiences. A VHMA panel discussion also allows opportunity for question and discussion among the audience itself.

Topics include:

  • Community outreach
  • Product sales strategy
  • Direct mail campaigns (print and e-mail)
  • Creating a comfortable environment for clients
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