VHMA/PVA Advanced Client Service

Self-Paced, Virtual Instruction

Transform customer care, retain clients and staff.

Expert-Led Instruction

15 hours of online instruction.

VHMA/PVA Certificate

Client Services certificate.

PVA Online Training, in Partnership with VHMA, Offers Advanced Client Service Certificate Program

This comprehensive program is designed to transform veterinary Client Service Representatives (CSRs) into confident, knowledgeable, and effective members of the veterinary healthcare team. Through engaging modules that blend medical knowledge, communication strategies, scheduling mastery, stress management, and financial compliance, participants will gain the tools to enhance client interactions, support veterinary teams, and contribute to exceptional patient care. The curriculum integrates real-world scenarios, practical skills, and professional insights to empower CSRs with the confidence and competence needed to thrive in today's fast-paced veterinary environment.

Certificate Fees

PVA Account Holder - $150
Non-Subscriber - $500

Register

Meet the Instructors

Karen Hart, CVPM, CCFP

Karen Hart is a Certified Veterinary Practice Manager (CVPM) and Certified Compassion Fatigue Professional (CCFP) with a strong background in change management, strategic planning, and operational leadership.

Currently serving as Director of Hospital Operations at Burlington Emergency and Veterinary Specialists, she has overseen teams across multiple departments in both specialty and emergency settings.

With prior success in rebuilding practices, guiding renovations, and implementing innovative technician triage programs, Karen is deeply committed to advancing patient care while fostering staff development and workplace well-being. She is also a frequent speaker at national veterinary conferences and an active contributor to veterinary professional organizations.

HartKaren

Kristen Norris, BS, CVPM, CPACO

Kristen Norris brings over 20 years of veterinary industry experience and more than a decade in leadership roles, with a focus on mentoring and supporting the growth of veterinary teams.

She holds a Bachelor of Science in Wildlife and Fisheries from Texas A&M University, is a Certified Veterinary Practice Manager (CVPM), and earned her Certified Professional Animal Care Operator (CPACO) credential in 2024. Kristen currently manages a thriving private practice in Texas, leading a major hospital and lodging facility expansion while helping other practices navigate similar challenges.

A dedicated member of VHMA and SHRM, she is recognized for her expertise in staff development, KPI analysis, and organizational leadership. Outside of practice management, Kristen volunteers with local animal shelters and operates a reptile rescue, reflecting her lifelong commitment to animal welfare.

NorrisKristen

Jill Brecklin, CVPM

Jill Brecklin has been dedicated to the field of veterinary medicine for over 20 years. With a passion for improving the lives of patients, clients, and teams, she began her career as a CVT at Whitney Veterinary Hospital in Peoria, IL after earning her degree from Parkland College in 2005.

An ambitious individual, Jill always had a desire for leadership and eagerly took on the role of Practice Management in 2018. Her hard work paid off when she achieved her goal of becoming a CVPM in August 2022.

In 2025, Jill became the new host for the VHMA’s Manager to Manager podcast series, where she gets to meet with fellow managers to discuss relevant topics and help others succeed in this challenging field.

Transitioning from an employee to a management position was no easy feat, but Jill saw it as an opportunity to make a lasting impact on her team. By understanding their struggles and continuously striving for improvement in their work environment, she has been able to create a positive and enjoyable workplace. Jill takes pride in being a cheerleader for her team’s successes and helping them learn and grow whenever challenges arise.

BrecklinJill