Important Acronyms

Question 1

What are the 5 key Factors to Evaluate Hiring

Answer 1

1. Veterinary/Staff Ratio
2. Veterinary Production
3. Team members’ production
4. Hospital flow
5. Staff payroll %

Question 2

What are the 5 types of interview questions?

Answer 2

1. Initiative
2. Motivational
3. Attitude
4. Personal
5. Management

Question 3

What are the 4 C’s of Successful Onboarding?

Answer 3

1. Compliance
2. Clarification
3. Culture
4. Connection

Question 4

What does the acronym EASE stand for?

Answer 4

Encouragement
Align
Solve
End Distractions

Question 5

What are the 3 most common reasons staff leave?

Answer 5

1. Lack of Positive Feedback
2. Lack of training opportunities
3. Failure of management to include them in strategic vision of hospital

Question 6

What are 9 ways to enhance employee development and productivity?

Answer 6

1. Shared purpose
2. Tools to do the job
3. SOPs
4. Performance Standards
5. Engage and empower
6. Recognize & reward
7. Physical fitness
8. Personal focus
9. Team focus

Question 7

What are the 2 goals of appointment scheduling?

Answer 7

1. Eliminate client wait time
2. Maximize efficiency of doctors, support staff, and facility (eliminate downtime)

Question 8

What are 2 keys to a successful veterinary practice?

Answer 8

1. Delegation
2. Empowerment

Question 9

What does SMART stand for?

Answer 9

Specific
Measurable
Agreed
Realistic
Time Bound

Question 10

What are 3 types of employee reviews?

Answer 10

1. 360 Degree Peer Review
2. Self-Review
3. Job Satisfaction Survey

Question 11

What are 3 approaches to employee evaluations?

Answer 11

1. Formal performance reviews
2. Coaching conversations
3. Corrective action discussions

Question 12

What are the 4 disciplines necessary for effective performance reviews?

Answer 12

1. Hold employees accountable
2. Teach employees to identify, deploy, develop strengths
3. Align performance appraisals and review systems around developing employee strengths
4. Design and build each role to create world-class performers.

Question 13

What are the 4 elements of a successful employee performance review program?

Answer 13

1. Regular informal feedback by supervisors
2. Performance goals set by employee and supervisor
3. Action plans to address performance problems
4. Formal reviews that document the big picture

Question 14

What are the 3 rules of corrective action discussion?

Answer 14

1. If the situation is enough to catch your attention, take note
2. the 2nd occurrence, take note to determine if it is a start to a pattern
3. 3rd occurrence warrants a conversation

Question 15

What is the ABCDEF Formula for corrective action discussion?

Answer 15

Awareness
Behavioral Expectations
Consequences
Decision confirmed
Employee involvement
Follow Up

Question 16

What are the top 3 issues that cause conflict at work?

Answer 16

1. Gossip
2. Lack of training
3. Lack of communication

Question 17

What is the 4 step method for successful conflict intervention?

Answer 17

1. Confront the behavior
2. Talk it out
3. Hold team members accountable for solutions
4. Follow up and feedback

Question 18

What is the 3 step disciplinary actin procedure?

Answer 18

1. Verbal warning
2. Written warning
3. Final warning
   Termination

Question 19

What are 8 exceptions to at-will employment?

Answer 19

1. Collective bargaining agreements
2. Contracts with specific length of employment
3. Dismissal based on race, sex, color, national origin, or religion (Title VII of Civil Rights Act of 1964
4. Dismissal based of pregnancy (Pregnancy Discrimination Act)
5. Dismissal based on age if over 40 (Age Discrimination in Employment Act)
6. Dismissal based on refusal to work in unsafe conditions or rights protected by OSHA
7. Dismissal based on personal bankruptcy (Bankruptcy Reform Act)
8. Dismissal because of jury duty

Question 20

What are 3 types of health care coverage?

Answer 20

1. Fee for service
2. Managed Care (includes HMO, PPO, POS)
3. Section 125 plans (utilize, HSA, FSA)

Question 21

What are the 3 types of Retirement Plans (regulated by ERISA=Employee Retirement Income Security Act)?

Answer 21

1. SIMPLE IRA (Short Incentive Match Plan for Employees Individual Retirement Plan)
2. 401K
3. SEP=Simple Employee Pension Plan

Question 22

What documents should be included in Personnel Files?

Answer 22

1. Employment Application, resume, interview notes, background checks
2. Job Description
3. Offer of employment letter
4. Performance evaluations, education, training
5. Disciplinary documents
6. Federal and state mandated forms (except I-9)
7. Copy of degrees, diplomas, and certifications
8. Employee action forms such as wage, position changes
9. Leave of absence and attendance records (Except FMLA)
10. Employee record showing date of hire, compensation, rate, history, of raises, promotions, demotions, and emergency contact info.

Question 23

What documents are stored separately from the employee file?

Answer 23

1. Payroll files
   - employees; names, address, social security number
   - birth date if minor
   - work schedules, pay rates, wage deductions
   - benefit records
   - timeclock records for each pay period
2. I-9s
3. Medical Records
4. Any document that cannot be used in the decision for hiring, firing, promotion or demotion

Question 24

Content of Job Description

Answer 24

1. Position title
2. Summary of job including goals/objectives
3. List of duties and responsibilities

Question 25

What are the three purposes of manuals?

Answer 25

1. Reference tool for standards of care and practice guidelines 2. Training and instruction 3. Defined standard to which employees can be held accountable