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The Veterinary Hospital Managers Association (VHMA) is pleased to announce that Jennifer Bruce, CVPM, and Kate Harnish, DVM, CVPM, have been selected as the association’s 2020 Emerging Leaders Program scholarship recipients. The prestigious program affords two VHMA members in good standing, who are age 40 or younger at the time of application, opportunities to refine their skills and enhance their professional development. The 2020 recipients are ambitious and talented---proven leaders and accomplished professionals.

VHMA Executive Director, Christine Q. Shupe, CAE, said, “This year’s program applicants demonstrated strong leadership skills and potential and we are excited to see what they contribute to their practices and the industry. Jennifer and Kate stood out because they have set high personal expectations, are dedicated to professional growth, and have confidently confronted practice challenges. As they prepare to take on greater responsibilities in the practice and the industry, we know they will flourish.”

Meet the Leaders

Jennifer Bruce grew up on a farm but her first working introduction to the pet industry was as a nutritional and behavioral consultant in a pet supply store. During her years in retail, she also started a dog walking business. While walking, she often found injured animals, which inspired her to enroll in a wildlife rehabilitation course that ignited her interest in medicine. She matriculated in Seneca College’s veterinary technician program and, in 2013, graduated with honors. She then took the RVT licensing exam and was hired by Wellesley Animal Hospital in Toronto, Ontario, Canada, where she remains today. She took over as practice manager in late 2016. The five-person practice has since grown to 20.

When she was appointed practice manager, Bruce believed that the assignment would be temporary because the current manager had requested a leave of absence. Training for the new role was cursory and the transition occurred quickly. She did her best to learn all she could on the job and supplement that knowledge with continuing education. In a surprising turn of events, the former manager opted not to return and Bruce’s assignment was permanent!

To better address the challenges of the position, Bruce looked for guidance and support from local and online veterinary groups and attended industry conferences, joined VHMA, and enrolled in online courses. Bruce also acknowledges the roles that Wellesley Practice Owner Dr. Edison Barrientos and Medical Director Dr. Elva Ma played in her professional growth.  “Never underestimate the power of staunch supporters,” she said about Barrientos and Ma. She continues to be inspired by their integrity and commitment and emulates their behavior to inspire her staff.

The challenge of metrics

At the beginning of her tenure, Bruce struggled with how to best utilize data-driven insights and improve their applicability to her practice. As she became more familiar with the specifics of the hospital, she realized that some of the metrics she employed needed to be refined---not all initially seemed relevant or helpful so she developed a tailored secondary evaluation process to further dissect the data generated. Her strategy was effective and resulted in more accurate measures of her practice’s performance. She continues to revise the considerations she uses and hopes to use this standard to help other managers interpret data more effectively.

The manager as conductor

Bruce, who has a background in music, has an interesting perspective on carrying out her managerial duties.  “I see the team members as akin to musicians in a symphony orchestra. The roles of each section are unique and have specific parts to play. Every position must be properly prepared for the performance to be successful. Likewise, hospital team members must understand their individual roles and responsibilities as well as the collective skills of the team. When we share career histories, roles, experiences and talents with each other, the result is a better hospital culture and improved service to patients and clients,” she said.

To develop a full appreciation and a deeper understanding of the role each person plays in the organization, Bruce encourages cross-training and shadowing, and strives to ensure that each employee experiences every position.

Looking ahead

In her role as Emerging Leader, Bruce is looking forward to connecting more with other managers and understanding their concerns about the big issues facing the profession. Bruce is excited to explore in more detail the trends impacting the professional/client relationship and devise solutions to ensure these relationships are strong and informative to deliver the best patient outcomes.

“Traditional client/professional relationships are changing. As managers, we need to be aware of this. The way our clients are connecting with us is evolving, and it’s important we go forward recognizing and understanding these changes, so we can continue to promote educational, empathetic conversations with clients that lead to informed decision making,” Bruce said.

On a personal note

Bruce recently received the Pet Plan Excellence award and was named Practice Manager of the Year. She is literally committed to reaching for the stars. A member of the Planetary Society since 2012, she attended the Falcon Heavy rocket launch and her name is even in space, onboard NASA’s OSIRIS Rex!

Kate Harnish found herself in an unusual situation while in veterinary school…she unexpectedly inherited Anthracite Animal Clinic, a small animal clinic in PA. The practice---which Yvonne T. Walacavage, VMD, established in 1980 and ran until her passing in 2008---was where Harnish shadowed her friend and mentor for eight summers. Before pursuing a degree in veterinary medicine, Harnish considered medical school but her summers at the clinic convinced her that veterinary medicine was her future and she looked forward to one day working with her mentor.

Because she was still a student, Harnish felt it prudent to close the clinic and complete her education, although the kennel associated with the clinic continued to operate as she transitioned to her new career.

Following her graduation from St. George’s University School of Veterinary Medicine, she accepted a position with a mixed animal practice, gained experience in managing a practice, and eventually reopened Anthracite Animal Clinic.

The challenge of opening a practice

Starting a business can be difficult. In Harnish’s case, she was fortunate that she did not have to build the practice from the ground up. Anthracite was well established in the community, despite its brief hiatus. To successfully reestablish the operation, Harnish knew she had to supplement her medical training with expertise in management. She started by rehiring the former staff. She also pursued AAHA accreditation for the practice. Additionally, networking and continuing education allowed her to expand her management knowledge and supplement her expertise.

Time management

Harnish has a full plate but continues to successfully take on more and more commitments. Her secret? She is a strong believer in time management. As a veterinarian, leader, manager, wife, and mother, she relishes new opportunities if she will learn and grow from them. Harnish, who recently, became a CVPM, knew that studying successfully for the exam would require a tremendous amount of planning and willpower. “I was aware that I would be giving up my weekends to complete the prep course, but I also understood that the payoff would be tremendous. In retrospect, it was worth every minute I put into the process. I networked and developed relationships with my colleagues, I learned a lot, and I am a better manager and veterinarian for having gone through it,” she said.

Upcoming issues

One issue that Harnish is addressing in her role as president of a state veterinary association is pending PA legislation requiring practices to hire credentialed technicians rather than hiring technicians that are not credentialed. This issue potentially raises issues for managers because not only does it have the potential to change how practices hire, but it will also impact practice profitability. As an Emerging Leader, Harnish believes that she can play a role in educating veterinary professionals about the impact of this change.

Personally noted

Harnish serves as President of the PA Veterinary Medical Association, a statewide professional membership association dedicated exclusively to the profession of veterinary medicine and the interests of the veterinary team. She and her family reside on a farm and she is a mother of three, including four-year-old twins.

Tomorrow’s Leaders

Recipients were selected based on their VHMA membership standing, qualifications and personal statements that detailed how they successfully confronted a professional challenge.

VHMA Emerging Leaders receive an annual $2,500 scholarship for three years, which can be used toward registration and travel costs to attend the VHMA Annual Meeting and Conference and applied to the CVPM certification process. Each candidate is also expected to “give back” to VHMA through specific volunteer activities, such as serving as an ambassador to promote the program, the association and profession, presenting an educational webinar or submitting an article for publication in Practice Pulse. Additional volunteer activities are detailed on VHMA’s website.

About the VHMA

The VHMA is a nationally recognized thought-leader and innovator in providing training, education, and resources to more than 3,900 members and a trusted resource that the veterinary sector relies on for industry insights, research, and advocacy to assure performance at the highest levels. VHMA's core purpose is to advance and support veterinary practice management professionals by developing professional competence, supporting and encouraging standards through the industry's highest-level certification program, the Certified Veterinary Practice Manager (CVPM), and providing individuals with a network for professional connection and support. Learn more