The Veterinary Viewfinder Podcast
Dr. Ernie Ward and Beckie Mossor, MPA, RVT, have co-hosted their award-winning weekly veterinary podcast since 2016. Each week, they “tackle the toughest topics in veterinary medicine,” highlighting controversial issues and trending news, introducing veterinary key opinion leaders and provocateurs, and offering solutions to the myriad challenges facing the veterinary profession.
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National Veterinary Receptionist Week April 24-30, 2022
Happy National Veterinary Receptionist Week! This week we celebrate the incredible veterinary receptionists that make our lives so much better! April 24-30, 2022
Hosts Dr. Ernie Ward and Beckie Mossor, RVT share the many reasons that veterinary receptionist are integral - and essential - members of the veterinary healthcare team.
Veterinary receptionists are the initial, and often final, point of contact for pet parents in a veterinary clinic, answer medical and pet care questions, and handle a host of challenging client interactions - Let's Show Veterinary Receptionists the Love They Deserve!
Our hosts discuss the evolving terminology of veterinary receptionists, including customer service representatives (CSR's) and Dr. Ward's own "Client Coordinators."
They share why front desk turnover rates may be affecting a clinic's growth, and why low wages and benefits may be a part of the problem. Roles, responsibilities, and training are also covered in this dynamic conversation.
Viewfinders, we hope you'll find this podcast inspiring and encourage you to celebrate your veterinary receptionists this April!
For more information, visit https://www.veterinaryreceptionistweek.com
Happy National Veterinary Receptionist Week!
This week we are honoring the often unsung heroes of a veterinary clinic, the veterinary receptionists or CSRs!
Hosts Dr. Ernie Ward and Beckie Mossor, RVT have a “Conversation of Celebration” detailing the many amazing and inspiring abilities of the support staff that allow vets and vet techs to be their best!
Dr. Ward Ability marvels at how veterinary receptionists are able to recognize pets by their family’s cars! He also explains how receptionists/CSRs CSRs represent the clinic personality, mission, and standards and are integral to client loyalty. He also explains why we need to train and pay our receptionists better.
Beckie shares her recent experiences taking both her sister’s and her own dog the vet and how a receptionist really made her feel welcome.
Dr. Ward shares why he believes our receptionists are so essential to a successful client experience because “they own:”
The client’s first impression
The first smile
The first “Hello”
Are asked the first question
The last goodbye
The client’s last question
Provide the last reminder
Viewfinders, this week we hope you’ll take time to celebrate and recognize your clinic’s “Jack or Jill of All Trades.” Our veterinary receptionist are true multitaskers and multi-disciplinarians. Every day, they deal with conflict management, sometimes serve as grief counselors, and are responsible for emergency triage. All while answering phones, billing out, scheduling, and fetching meds - ALL WITH A SMILE! I’m exhausted reading this!
Viewfinders, let us know how you’re celebrating National Veterinary Receptionist Week!
Many veterinary teams have one: the colleague who runs to management about every minor mistake or late trash bag. But when does necessary reporting turn into destructive tattling?
This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, unpack one of the profession’s most frustrating dynamics: coworkers who undermine team culture by excessive fault-finding.
Hosts Dr. Ward and vet tech Beckie Mossor examine how tattletale behavior often stems from insecurity, perfectionism, or even underlying issues like OCD, yet still chips away at psychological safety and trust. They discuss the difference between legitimate reporting and gossip, and why managers must address patterns early before morale collapses. Ignoring the issue doesn’t make it go away; it drives good employees out while problem behavior festers.
Listeners will learn practical strategies, such as anonymous “concern boxes,” structured feedback models (SBI: Situation, Behavior, Impact), and defining gossip as “talking to someone who can’t solve the problem.” The hosts also share real-life examples where unchecked tattling escalated into fractured teams, cover-ups, and even departures of top performers.
Whether you’re a manager navigating a chronic complainer or a technician tired of walking on eggshells, this episode offers valuable insights and practical tools to help you reclaim a healthier clinic culture. Because in veterinary medicine, trust isn’t optional; it’s the foundation of patient care.