1
Q
4 Elements to Hold Working Interviews
A
- Paid Minimum Wage
- On payroll
- Covered by workers comp
- Eligible to work in US
2
Q
New Employess must have knowledge of what five safety details
A
- Location of eye wash stations, first aid kits, and exits.
- location and use of PPE
- Location of all mandatory posters
- Location of hospital safety manual
- Copies of OSHAs standards
3
Q
3 most common reasons a staff member leaves a practice
A
- Lack of positive feedback
- Training opportunities
- Not having a voice in the strategic vision of practice
4
Q
70/20/10 Learning and Development Model
A
70% - on the job training
20% - coaching and mentoring
10% - lectures, courses, and formal training
5
Q
9 Elements to Enhancing Employee Productivity
A
- Shared Purpose
- SOPs
- Tools to do the job
- Performance Standards
- Engaged and Empower
- Recognize and Reward
- Physical fitness
- Personal focus
- Team focus
6
Q
10 Elements of Virtual Team Training
A
- Info on a diet
- Gain attention
- Establish relevancy
- Information with a twist.
- Ask compelling questions
- Interactive activities
- Realistic demonstrations
- Provoke discussions
- End with a bang
- Prepare
7
Q
Two Goals of Effective Appointment System
A
- Eliminate client wait times
- Enhance DVM, support staff, and facility efficiency by minimizing downtime between clients or patient procedures.
8
Q
3 5minute sections of 15 minute annual wellness
A
1st: Patient History and vitals
2nd: DVM perform exam, discuss preventative care, answer questions
3rd: collect lab samples, vaccinated, fill RX
9
Q
3 ways to avoid appointment problems
A
- Appointments cards for in person made appointments
- Prepare team for unexpected
- Appointment reminders within 24 hours of appointment
10
Q
9 Details for Making Appointment Schedules
A
- # of DVMs available
- Efficiency of DVMs
- Time for each appointment
- Type of Case
- # of patients presented by owner
- # of exam rooms
- Hours of operation
- Favored Client Times
- Vet tech appointments
11
Q
5 Types of Employee Scheduling
A
- Hybrid
- Rotating
- Skill based
- Split
- Per diem
12
Q
5 Key Factors on When to Hire
A
- Veterinary Staff Ratio (4.2:1)
- DVM production <50%
- Team member production <50%
- Hospital Work flow
- Staff payroll percentages - monitor for OT
13
Q
Background tests should be performed when and what are two letters than can be sent?
A
-After a contingent offer
-pre adverse letter lets them know adverse action is possible and should be sent when considering not hiring due to details in BG check
-adverse action letter (or 2nd notice) is to let them know we will not be hiring due to details in pre employment BG check
14
Q
Interview - 3 Things to Look For (and explain)
A
Fit (alignment - how they will fit into culture)
Potential (measure of growth that an individual could experience)
Impact (results that an individual has achieved in past and what they can achieve in future).
15
Q
Types of Interview Questions that you should employ
A
Initiative
Motivational
Attitude
Management
Personal (job related)
16
Q
Individual Development Plans - 3 Main Details to be Addressed
A
Development, Training, and Career Management
17
Q
Onboarding with EASE
A
Encouragement, Align, Solve, End
18
Q
Onboarding with 4 C’s
A
Compliance (policies and procedures)
Clarification (set expectations)
Culture
Connection
19
Q
Appointment Scheduling has two goals:
A
Eliminate client wait time
Maximize efficiency of DVMs, staff, facility between client and patient procedures
20
Q
Appointment Scheduling Options (5 types)
A
- Straight 15s
- Straight 20s
- Straight 30s
- High Density
- Ten Minute Flex (fastest growing scheduling system for companion animal). 10 min increments as needed for type of appointment
21
Q
Bonding Rate - % for tenure and new DVM?
A
70% for tenured
25% for new DVM
22
Q
Regarding Client schedule, what is definition of emergency?
A
Where no doctor is immediately available in one must be pulled from another client
23
Q
How much can shift differentials average as compared to regular hourly wage?
A
10-20%
24
Q
Staff Time Off Requests - how soon and where kept?
A
30 days in writing and with employee file
25
Managing a successful veterinary practice and daily work assignments requires what two things?
Delegation and empowerment
26
When interviewing, you are looking to figure out what two things about the person?
If they are competent (SKAs) and fit culturally
27
6 Responsibilities for a facilitator of staff meeting:
1. Create agenda
2. Start and end on time (no more than 45 minutes).
3. Control and prioritize topics
4. Facilitate positive discussion
5. Review accomplishments
6. Distribute notes
28
Top three issues that cause conflict in the workplace
1. Lack of communication
2. Gossip
3. Lack of training
29
How long do you keel records on wage and hours?
What law governs minimum wage and OT?
3 years
FLSA - fair labor and standards act
30
Youth Employment
- how old
- how many hours
- restrictions
16 to work in non-farm related jobs.
14 or 15 with work permit
3 hours on school day, 8 hours on non school day
7am-7pm, summer until 9pm
31
Form I-9
- what? How long do you keep it?
Form that confirms if they can legally work in United States.
Keep it for 3 years from date of hire or 1 year after termination, whichever is longer.
32
What posters are federally required to be posted? (7)
1. OSHA Right to Know
2. FSLA
3. Military - USERRA
4. Equal employment opportunity
5. Employee Polygraph
6. Immigration
7. FMLA
33
HMO
-what coverage?
Health Maintenance Organization
-most rigidly managed
-generally cover all medical expenses (patients have to use in network)
-patient see primary care to refer to specialist
34
When is conducting a background check on an applicant permissible? 
When the applicant has given explicit permission 
35
Which management method uses behavior typing, and communication skills?
Instrumented Learning
36
IRCA of 1986 (what is it, how many employees)
Immigration Reform and Control Act
All employers
Prevents illegal aliens from obtaining employment
I-9 required
Keep I-9 for 3 years from date of hire or 1 year after term, whichever is longer.
37
FLSA (what is it, employees to cover, records for how long)
Federal Labor Standards Act
Sets minimum wage, overtime, minimum record keeping requirements and standards for minors
Applies to every practice
Payroll records kept for 3 years
38
What point do you pay OT? How much? For who?
Non exempt employees at 1.5 the rate for hours in excess of 40 hours in a work week as defined as 7 consecutive 24 hour periods.
39
Exempt employees are excluded from OT if they hit what requirements?
Salary level of $455/week
Paid regularly and not reduced
Executive duties, administrative duties, professional duties.
Also, full time students, student learners, and disabled workers are exemptions to FLSA’s minimum wage requirements
40
Independent Contractors must meet the economic realities test: 3 sections, 6 specifics
1. Behavioral Control 2. Financial Control 3. Relationship of Parties
6 specifics:
- the degree of control over individuals work
- the extent of investments by the practice in equipment and supplies
- the individual’s opportunity for profit and loss through managerial skill
- the skill and initiative required by work (lower skill tends toward employee status)
- the permanence of the relationship
- the extent to which the worker’s services are integral to practice
41
Independent Contractor - Safe Harbor Section 530 (4 items)
Provides relief from federal employment tax obligations if:
- you reasonably relied on a court case or IRS ruling
- you were audited by IRS and were told the contractor needed to be reclassified
- you treat the worker as IC because that’s how veterinary professions treat other workers
- relied on competent legal advice
42
Independent Contractors have to charge how much more, and why? And how much do IC save hospitals?
They charge 25-32% more because of paying FICA, CE and other taxes. It saves employers about 30-45% of employees annual comp package.
43
Title VII of the Civil Rights Act of 1964 - what is it, how many employees, and who enforces?
Unlawful hire or firing based on protected classes. Also includes sexual harassment and pregnancy.
15 or more employees (full or part time)
Equal Employment Opportunity Commission (EEOC)
44
ADA - what is it, how many employees, governed by who?
America with Disabilities Act
Prohibits discrimination against persons with disabilities.
15 employees
Workers have to be on payroll for at least 20 weeks per year to be considered an employee
EEOC
45
ADA - what is required of employers and what should they do with job postings?
ADA requires they make reasonable accommodations. But the accommodations cannot create undue hardship on business.
All essential job functions should be written in job description prepared before the job is filled.
46
ADEA - what is it and how many people?
Age Discrimination in Employment Act
Can’t discriminate against people 40 and older
20 or more employment
47
PPO - what coverage, cost, referral
Preferred partner organization (blend of Fee for Service and HMO)
Offer network of providers and encouraged to use those
Lower reimbursement outside network
Do not require a referral for specialist
More expensive to employers and employees
48
POS Healthcare Plan
Point of service
Similar to HMO but does not require referral to specialist or someone else in network.
Usually less expensive to EMPLOYERS than fee for service or PPOs.
49
Healthcare Coverage - 2 Types
1. Fee for Service
-not widely available, patient gets reimbursed, most expensive
2. Managed Care (HMO, PPO, POS)
50
ERISA
Employment Retirement Income Security Act of 1974
- retirement plans regulated by government
51
Human voice has 4 components:
Rate
Tone
Volume
Quality
52
Emotional Intelligence is described by five levels of competence.
What are four types of ability to recognize the model?
Self Motivation
Self Awareness
Self Control
Empathy
Relationship Management
Perceiving emotion
Using emotion
Understanding emotion
Managing emotion
53
What are the 12 C’s of Team Building?
1. Clear Expectations
2. Context
3. Commitment
4. Competence
5. Charter
6. Control
7. Collaboration
8. Communication
9. Creative Innovation
10. Consequences
11. Coordination
12. Cultural Change
54
What are the three elements needed for intrinsic motivation?
Autonomy
Mastery
Purpose
55
CRAFT formula for Compliance
Compliance Standard
Recommendation
Acceptance
Follow through
56
There are five key steps in making a culture change within a practice. What are they and which one does a leader have to go first on?
Define the culture.
Align behaviors with the desired culture.
Commit to the change.
Support the shift.
Grow the team.
57
In regards to practice owner/s compensation, what are the five tiers?
Veterinary salaries
Management salaries
Perquisite income
Profits reflected as return on owner's investment in the practice
Equitable distribution of remaining profits among owners
58
FMLA (what, how many employees, governed by who, etc).
Family Medical Leave Act
Department of Labor
Employee is entitled to 12 weeks of job protected unpaid leave during 12 month period.
Employee restored to position with same pay, benefits, etc.
50 or more employees (full or pt)
They have to work 1250 hours in past 12 month period
59
OSHA (what, how many employees, who enforces, etc)
All employers
Within the DOL
Requires all employees have a place of employment free from recognized hazards.
60
FUTA (what, how to qualify, which form, about how much).
Federal Unemployment Tax Act
Provides funds that the state can use to administer unemployment benefits through taxing employers
The claimant must be able and available for work.
Persons are disqualified if they quit their jobs without good cause, are discharged for misconduct, or refuse an offer of suitable work.
Burden is on employer to prove employer quite without good cause or if there is a reason not to pay.
This is paid on the first $7,000 of an employee’s earnings (6%? 0.06%?)
Form 940
61
EPPA - Polygraph
Prohibits private sector employees from directly or indirectly making employees take a polygraph
62
Poster required in hospital (7)
FLSA/Minimum Wage
EEOC
OSHA
FMLA
USERRA
Union
Polygraph
63
COBRA
Allows continuous benefits to covered employees who leave employment under certain circumstances
20 or more employees
Self pay up to 18 months
64
ERISA
Employee Retirement Income Security Act of 1974
Protects retirement plans and safeguard employee interests in employer sponsored plan.
It does NOT require employers provide benefit plans.
Three Parts:
1) Title 1 governed by DOL
2) Title 2 governed by IRS
4) Title 4 administered by Pension Benefit Guaranty Corporation
65
Two main types of retirement plans
Simple IRA
401k
66
SIMPLE IRA (what is it, benefits, contributions, etc).
Savings Incentive Match Plan for Employees
Employee makes pre tax contributions. Employer has to make dollar for dollar, matching or % contribution.
Easy to start up. Maintain. Employees have level of control. Funding is shared. 100% vested.
67
401k Plan (what is it, contributions, benefits).
Established by employers.
Employers do not have to contribute.
Usually has to be professionally administered increasing cost.
Employees contribute pre tax basis (but can post tax as well). They can defer income tax until it is distributed.
68
SEP (what is it?)
Simplified Employee Pension
Similar to profit sharing plans, funded by tax deductible employER contributions, employees cannot contribute.
69
Section 125 Cafeteria Plan
This is a Flexible Spending Account. Allows to pay for certain expense pre tax. Daycare, medical, insurance, etc.
Section 125 can be FSA or HSA.
FSA are owned by employer and HSA by employee.
70
W-2 (which document is this?)
Wage and Tax Statement
Reports income paid and taxes withheld by an employer during a calendar year. (Has to be sent to employees each year by Jan 31)
71
W-3 (what is this statement)
Transmittal of Wage and Tax Statements
Summarizes the information on the W-2s and filed with the IRS each year
72
W-4 (what is this form)
Employee’s Witholding Certificate
Determines the amount of federal taxes the employer will withhold from paycheck each period
73
Bonus Programs - 3 Considerations
Thoughtful Upfront Design
Sensible and Equitable individual bonus awards
Proper administration (timely)
74
FICA (what is it, how much, who pays, what form)
Federal Insurance Contribution Act
Form 941
About 7%-ish paid by both employer and employee for Social Security, Medicare.
75
8 Things Needed for Tax & Wage Reporting (think from beginning of employee time & start of business to end of year reporting)
1.EIN Number
2. I-9 Form for each employee
3. W-4 for each employee
4. Calculate and deduct income, SS, Medicare at each payroll
5. Make required deposits withheld in period with IRS
6. File for 940 (Annual Federal Employment Tax Return) and 941 (Employer’s Quarterly Tax Return)
7. Prepare W-2’s at the end of the year and file with W-3 with Social Security Administration
8. Form 1099-MISC (for IC) at end of year for $600 or more in services
76
How much do companies reinvest back into training annually?
2%
77
How much of an employee’s knowledge base is obsolete in 3-5 years? How much do you need to refresh each year?
30-50%. Therefore you need to refresh 10-15% each year.
78
4 stages of a team:
Forming, storming, norming, and performing
79
Kouzes and Posner definition of “ten” commitments of leaders today: (there are five)
1. Challenge the Process
2. Inspire a Shared Vision
3. Enable others to act
4. Model the way
5. Encourage the Heart
80
In the Balance Scorecard (Kaplan and Norton), they say a business should address success is 4 viewpoints:
1. Financial
2. Customer/Client
3. internal Business process
4. Learning and Growth
81
Project Managers - 4 elements they manage:
Resource
Time
Money
Scope
82
Professional Development Plans have 3 main areas of development Human Resources.
For one of the areas, there are four approaches, what are they?
Training
Development
1. Formal education
2. Assessment/Performance Evaluation
3. Job Experience
4. Mentorship
Career Management
83
Expectancy Theory
Motivation is increased when employees believe that increased efforts leads to desired results.
84
Herzberg’s Motivator-Hygiene Theory
Meeting basic needs results in motivation and increase performance
85
Maslow’s Hierarchy of Needs
Physiological Needs
Safety Needs
Relationship Needs
Esteem Needs
Self Actualization (mastery of skills)
86
Negotiation Tactics (3 questions)
What do I need and want from this transaction? (BATNA)
What is the acceptable cost to me?
How do I get where I want to be?
87
Culture Change: 5 steps for change
1. Define
2. Align
3. Commit
4. Support
5. Sustain
88
What are the Six Momentum Points when it comes to change:
1. Interest
2. Novelty (excitement about something new)
3. Effort Awareness (this is hard)
4. Decision Point
5. True Change
6. Sustainable Momentum (this is how we do it around here)
89
4 Disciplines for Effective performance management
1. Hold all employees accountable for their local performance outcomes
2. Teach them how to develop their strengths
3. Align performance apprasals around employee strengths
4. Design and build roles to create high performers
90
Staff Evaluations - most successfully combine 4 elements:
1. Regular informal feedback
2. Performance goals set by employees and supervisors
3. Action plans to address performance problems
4. Formal review that accurately document big picture.
91
Salaries should be in what percentile of local ranges?
75th
92
Conflict Resolution - 4 step method
1. Confront the Behavior
2. Talk it out
3. Hold employees accountable for the solution
4. Follow up and feedback
93
What two things does a pre-employment testing help with in the hiring process?
Reliability and Validity
94
Measuring staff meeting results - what are some of those results?
Raise profits, improve compliance with recommendations, quality management increases
95
3 Key Manuals a manager should create and maintain for veterinary hospitals
1. Safety Manual
2. Employee Manual
3. Policy Manual
96
Federal Guidelines for payroll records - how long?
3 years after termination. (Wages and hours)
97
Military Family Leave Entitlements
Can use 12 week of leave to:
Arrange childcare
Address Financial/legal arrangements
Counseling sessions
Employee must have worked for 12 months with 1250 hours, and give 30 das notice
98
USERRA
Uniformed Services Employment & Reemployment Act
Protect those who are enrolled in any branch of military and voluntarily or involuntarily leave to go into military.
They have a right to return to the employment position they had before leaving.
99
Patient Protection and Affordable Care Act is for employers with how many employees?
50 FULL TIME or more.
100
If employee benefits are greater than what % they are considered fringe benefits?
20%
101
3 Steps of Hiring New Employee
Recruitment
Screening
Selection
102
4 Steps of Management Process
Planning
Organizing
Directing
Evaluating
103
ABCDEF for Corrective Action
Awareness
Behavioral Expectations
Consequences
Decision-confirmed
Employee Involvement
Follow-Up
104
Appointment Scheduling has 2 goals:
Eliminate client wait time
Maximize efficiency of doctors, support staff, and facility by minimizing time between procedures
105
CHARM Phone Philosophy
Cheerful
Hello
Actively Listen
Respond
Make the Appointment
106
What are the 7 elements that should be included in an employee performance review?
1. MVV Discussion
2. Discuss goals/direction
3. Team member accomplishments
4. Address concerns on policy procedures
5. Address any potential conflict with other staff members and mgmt
6. Correct any lapses in standards or judgements.
7. Should be developed from job description
107
List 7 ways to engage staff members during a staff meeting
1. Visual Aids
2. Games or Ice Breakers
3. Appropriate Humor
4. Discuss successes
5. Do not let it turn into gripe session
6. Get other members to present/help
7. Share important information
108
What renders an employee performance review useless? And therefore what should they be based off?
All reviews should be based off employee job descriptions. If you do not have them there is a lack of clear expectations on job performance and thus you can’t hold them accountable.
109
3 types of employee reviews
360
Self Review
Job Satisfaction Survey
110
Four Disciplines for Effective Employee review:
1. Hold all employees accountable for their local performance outcomes.
2. Teach employees to identify, develop, and deploy their strengths
3. Align all review systems around those strengths
4. Design each role to create high performers in the role
111
Four Disciplines for Effective Employee review:
1. Hold all employees accountable for their local performance outcomes.
2. Teach employees to identify, develop, and deploy their strengths
3. Align all review systems around those strengths
4. Design each role to create high performers in the role
112
Employee Review programs typically combine what four elements?
1. Regular informal feedback from supervisors
2. Performance Goals set by employee and supervisors
3. Action Plans to address performance or disciplinary issues
4. Formal reviews that document big picture
113
List 9 Pitfalls of Employee Reviews (by managers)
1. Rescheduling or Cancelling
2. Stopping reviews when they aren’t tied to performance
3. Measuring the trivial
4. Comparing employees
5. Thinking the manager can only measure performance
6. Focusing too much on review and not on planning
7. Surprising the employee
8. Thinking all jobs are measured in the same way
9. Make sure review is not about blame but about performance.
114
A practice without conflict could indicate what three things?
1. People are scared to speak their mind
2. Innovation/change are crushed
3. Encouraging passive resistance
115
Evaluating Medical Insurance plans, what 6 things should you consider?
1. Type of plan (HMO/PPO/POS)
2. Details of Coverage
3. Size of the providers and facilities
4. Cost to employee and employers and deductible and co pays
5. Employee Eligibility
6. Simplicity of administration
116
Name 11 documents that should be found in a personnel file :
1. Employment application, resume, interview notes, background check
2. Job Description
3. Offer of Employment letter
4. Performance evaluations
5. Disciplinary documents
6. Emergency Contact Information
7. W-2
8. Copies of degrees, diplomas
9. Contracts
10. Employee action forms (such as wage or position changes)
11. Leave of absence and attendance records (except FMLA)
117
Employee Medical File might include (5 items) :
1. Health and life insurance forms
2. Doctor’s notes
3. Insurance or Worker’s Comp claims
4. Physical Exam Results
5. FMLA documentation
118
What specifics should be in the accountability section of a job description? (4 items)
1. Where does this position reside in the hierarchy of the practice
2. Who do they report to
3. Who evaluates their performance
4. How much authority does this position have
119
Job Descriptions should be evaluated for accuracy how often?
Annually. Or as new equipment is purchased, protocols change, or services are added/removed.
120
What three purposes do hospital manuals serve?
1. Reference for standard of care and practice guidelines.
2. Training and instruction
3. Employees can be held accountable
121
What part of a job description can help you avoid hiring someone who is unable to perform essential duties of the position?
Listing what is considered an impediment to satisfactory performance (like being afraid of aggressive pets)
122
Which addition to medical insurance is owned by the employer? HSA or FSA?
Flexible Spending Account
123
How much is budgeted annually for team development/CE?
5%
124
Disability Insurance (8 things to remember/consider)
1. Elimination Period
2. Benefit Period
3. Non-cancelable, Guaranteed Renewable
4. Residual Coverage
5. Automatic Benefit Indexing
6. Waiver of Premiums
7. Future Insurance Options
8. Total Recovery Clause
125
Payroll Files (in a Personnel File) should be ideally stored separately and should include: (5 items).
1. Employee full name, address and social
2. Birthdate if employee is minor
3. Work schedule, pay rate, earnings, wage deductions, etc.
4. Benefit records
5. Time clock records for each pay record.
I-9 to be kept separately.
126
What should not be kept in a Personnel File: (4 items)
1. Any document that can’t be legally used to make a decision in hiring, firing, promotion, etc.
2. Documents about employee’s race, religion, veteran status, disability, gender, or national origin
3. Garnishment orders or credit reports
4. Investigative documents for any potential crime action until the case has been concluded
127
5 True Potential Employee Files
1. True Personnel File for job - related documents
2. File for any documents related to garnishments, background check results, credit checks, etc.
3. Employee Medical File including FMLA
4. Payroll files
5. I-9
128
What is a reasonable time frame for an employee to be able to access their records?
2-5 business days
129
Personnel File Retention for i-9’s, hiring records, employment records/actions - how long
3 years from termination
130
Personnel records for tax, payroll, pay rate, pension — how long?
4 years (rolling 4 years and not based on termination)
131
Personnel record for job related injury or illness — how long?
5 years from termination
132
Personnel records for Medical Exam findings, toxic exposure records — how long?
30 years
133
Title VII of Civil Rights Act, ADA, and ADEA require record to be retained for how long?
1 year after termination
134
FMLA and FLSA require that records pertaining to laws be kept for how long?
3 years after termination
135
Patient and Procedure logs service 3 primary functions:
1. Allow convenient storage of important data
2. Improve the quality of patient care and client service
3. Facilitate charge capture and auditing
136
3 Types of Logs:
1. Hybrid (patient and procedure like final care log)
2. Patient Log (like lab log)
3. Procedure Log (like autoclave cleaning log)
137
Cost of licensures and fees each years averages (think CE budget)
$1,200
138
Mental Health Parity Act - what did it do?
Provides fairness between medical/surgical benefits and mental health benefits
139
5 Phase Training Benefits
1. Team members are trained properly
2. Titrates information
3. Resource for training preparation for the training
4. Reference & Review material for new employee
5. Can accommodate new employees who have some experience
140
Kinesics
Individual communication through facial expressions, body tension, gestures, touch, posture and angulation
(Non verbal communication)
141
Proxemics
Spatial relationships or distances between individuals when communicating
142
Paralanguage
Range of voice, tone, rhythm, volume of speech, emphasis
143
Autonomic Shifts
Physical manifestations that reflect individual response - flushing, blushing, tearing, sweating, dry mouth
144
Title VII covers which areas of discrimination?
Race
Religion
Color
Sex
National Origin
Elle CVPM Cards
flashcards
Decks in class (6)
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