• Recall the principals and laws of recruiting and hiring
• Demonstrate knowledge of training and development (including safety training), staff meetings, performance reviews, mediating internal disputes and discipline and/or discharge of employees

• Show familiarity of state safety regulations
• Demonstrate knowledge of OSHA regulations, documenting and reporting accidents, filing appropriate reports
• Demonstrate knowledge in DEA and FDA regulations

• Demonstrate knowledge of Fair Labor Standards Act; Civil Rights Act of 1964--Sexual Harassment, Pregnancy Discrimination Act, Americans with Disabilities Act, Age Discrimination in Employment Act; Family and Medical Leave; Worker's Compensation; Federal Unemployment Tax Act; Employment Retirement Income Security Act; Consolidated Omnibus Budget Reconciliation Act, COBRA (Health Insurance Portability and Accountability Act (HIPAA); Mental Health Parity Act; Employee Polygraph Protection Act), and required Department of Labor posters

• Demonstrate knowledge of AVMA Code of Ethics, VHMA Code of Ethics
• Recall the principles of contract law and confidentiality

Week 5 (Real Time Session July 10): Marketing

Objectives: Upon completion of this session, the participant should be able to

• Recall principals of internal/external marketing and public relations
• Demonstrate knowledge of client services (monitoring client retention, setting up/maintaining new client program, handling client complaints, obtaining/reporting client feedback on service, responding to client questions, managing vaccine/check-up reminder routine), and client education

• Recall principals of inventory (maintaining appropriate inventory system including controlled substance ordering, tracking, security, destruction; placing and tracking purchase orders for drugs, uniforms
• Demonstrate knowledge of equipment and maintenance (assuring insurance coverage of hospital and equipment; contracting for repair/maintenance of equipment, building, grounds; protocols for daily facility maintenance)
• Recall medical record standards and compliance, technology systems and policies, liaison to professional services, and hospital policies/procedures/risk management

• Demonstrate knowledge in analyzing practice and financial reports; managing payroll; A/R and A/P; budgeting and long-range planning
• Recall principles of establishing and enforcing client credit policies; fee analysis; overseeing daily and monthly banking procedures; maintaining chart of accounts; and maintaining imprest petty cash account

• easily recall the basics of veterinary practice management, as outlined on the CVPM Task Analysis handout
• well versed in taking multiple-choice questions similar to those given on the CVPM exam
• demonstrate knowledge of how to locate information and utilize study materials

Successful completion (scoring 80% or better) on the end-of-course test is required to earn a certificate of completion for the course.

Recommended Textbook(s):
Recommended Textbook(s):

• Veterinary Hospital Managers Association. (2016). VPM Recommended Reading List (Documents & Resources)
• NOTE: Purchase of any textbooks is the participant's responsibility.
• The instructor will be citing from the most recent release of these textbooks.

About the Instructor:
Julie Singer, LVT, CVPM is a 1979 graduate of Houston Community College Veterinary Technology Program, has attended Wharton County Junior College and Houston Community College business courses, and completed the Human Resource Program at Rice University. Julie is an editor and contributor to the Mosby Comprehensive Review for Veterinary Technicians textbook. Julie has lectured for Merck, Intervet, Shirt Sleeve Seminars Management Workshops and has lectured at Wild West Veterinary Conference, Seminars@ Sea, and AVMA Annual Convention and TVMA. She has taught continuing education for Veterinary Support Personnel Network since 2012. Julie is a board moderator for Veterinary Support Personnel Network, member of Texas Association of Veterinary Technicians, National Association of Veterinary Technicians, Texas Veterinary Medical Association, American Association of Equine Veterinarians, Veterinary Hospital Managers Association, Certified Veterinary Practice Manager�s Association and Society for Human Resource Management. An LVT since 1979 and CVPM since 2001, she is a practice management consultant and currently manages a large AAHA practice.

1. Enrollment qualifications: VIN CE courses are open to VIN member and non-member veterinarians. Veterinarians enrolling in a VSPN CE course must be a VIN member. Veterinary support staff must be a VSPN member to enroll in a VSPN CE or a VIN CE course open to VSPN member enrollment.
2. Each enrollee must be able to receive emails from @vspn.org and @vin.com addresses. Email is our major form of communication with participants; personal emails are highly recommended rather than clinic/hospital email addresses.
3. Each person is individually responsible for his/her own registration. To ensure that all information received is secure and correct, please do not enroll for a course on behalf of another individual.
4. For further assistance call 800-846-0028 ext. 792 or email VSPNCE@vspn.org. Please include the course title, your full name, and contact information in your correspondence.

Course withdrawal and refund policy: A complete refund of the paid course price will be issued when your withdrawal request is received prior to the listed start date of the course. If you wish to withdraw after the start date please contact the VSPN office 800-846-0028 ext. 792 to discuss eligibility for a pro-rated refund.
* Note: To ensure rapid handling of your request for withdrawal, we recommend that you call the VSPN office at 800-846-0028 ext. 792.

*For more information on VSPN's upcoming CE courses, check the VSPN Course Catalog.