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I have been a client service representative (CSR) for a long time and unfortunately watched my peers be neglected during National Veterinary Receptionist Week. This week is observed the last full week of April; however, CSRs should be celebrated year-round. National Veterinary Receptionist Week was founded about 20 years ago by 

, but I’ve only seen it recognized over the last few years, which is incredibly sad but also heartwarming.

 CSRs are the heart of veterinary practices; they know the clients and patients. Sometimes, our time with clients can feel like a little therapy session, and I know more about some clients than my own family, and that’s fine because as a CSR, I genuinely care about clients and patients.

Kelly Kulhavy, VRCE, holding her VRCE certificate (image courtesy of IGNITE) 

Veterinary receptionist program simplifies CSR training

You may be thinking that surprising them with a pizza party, and while I do love a good pie, I’d prefer to be appreciated in other ways. A heartfelt thank you would be a huge one. Oftentimes, we are overlooked with saying thank you, with some of us rarely receiving any thank yous for our work. Think of all the ways your CSRs help practices. They communicate with clients in many different formats like schedule appointments, multitask, clean, and carry animals and food out for clients, and more. Now, if all your budget allows is a pizza party, there is nothing wrong with that, but don’t discount an individual handwritten thank you card to each of your CSRs. Put more than just thanks for all you do, make it heartfelt. They will appreciate it.

Want to do more for them? I haven’t met a CSR that will turn down free caffeine, whether it be tea, coffee, energy drinks, etc. Gift baskets are fabulous, but I’ve never received one, but I enjoy the idea behind them. You could fill it with things a CSR needs to do their work, such as fun notepads, stickers, snacks, pens, etc. A clinic outing could also be fun, plus help with team building. Post snippets about them on your social media, I once made a whole client education board about our CSRs and social media posts.

Making your team feel valued will help with overall morale and support lower turnover rates. In short, celebrate your CSR because they deserve it.

Do you know a CSR who goes above and beyond for pets, clients, and the veterinary team? nominate them for dvm360's 2025 Veterinary Heroes® Awards! These award honor veterinary professionals, including CSRs, who makes a meaningful impact on patient outcomes through exceptional communication, compassion, and dedication. Submit your nomination 

Vastag K. Veterinary Receptionist Week: Tips for Appreciation. Weave. Published May 24, 2024. Accessed April 21, 2025. https://www.getweave.com/veterinary-receptionist-week/

Articles

A happy client service representative will make clients and patients feel welcome and comfortable in your veterinary clinic

Veterinary Receptionist Week and what CSRs want

Happy Monday dvm360 readers! We hope that you had a great Easter Sunday for those who celebrate, and a not so stressful 4/20 Day at your clinic. Over the weekend, dvm360 posted clips from an interview with veterinary toxicology Renee Schmid, DVM, DABT, DABVT, on how to talk to clients who use cannabis, how to treat pets with suspected cannabis exposure, and the Easter toxins that can also find their way to Mother’s Day. You can find them all 

, plus other content written or involving Schmid.

CineLens/peopleimages.com/stock.adobe.com

While you catch up on the content dvm360 posted over the weekend, here is what you can find this week at dvm360.com:

In September 2024, the Veterinary Hospital Managers Association revealed during its annual conference that it will be offering a new certification program, the Certified Veterinary Office Manager. To help provide more intel on the program, Christine Shupe, CAE, breaks down the program and what it means for the veterinary profession.

In recognition of Earth Day, dvm360’s assistant editor 

, took a deep dive into how to create an affordable and eco-friendly clinic by implementing low and no cost ways to create a sustainable practice, and save some money along the way.

On this week’s episode of The Vet Blast Podcast presented by dvm360, Jill Clark, DVM, founder and chief visionary officer of IGNITE, joins Adam Christman, DVM, MBA, to discuss how it is now time for evidence-based continuing education for client service representatives.

On World Vet Day on April 26, 2025, Dechra will launch its One More Step for Not One More Vet campaign to help continue its support of a veterinary mental health charity, plus participating Not One More Vet’s Race Around Word.

During an interview with dvm360, Craig Clifford, DVM, MS, DACVIM (Oncology), and Christine Mullin, VMD, DACVIM (Oncology), share more on the latest product launch from ELIAS Animal Health, ELIAS Cancer Immunotherapy.

Here is a sneak peek at this week’s headlines 

Sneak peek: dvm360 recognizes National Veterinary Receptionist Week, and other news 

Advancing in the veterinary and animal care industries can foster not only personal growth but also the chance to drive meaningful change within organizations. By stepping into new roles, professionals can influence the direction of the industry through their knowledge, desire for change, and leadership.

The following individuals are being spotlighted in this week’s “Paws and profits” column:

Sarah Rumple, MPP, president, VetPartners

Rumple was recently appointed VetPartners’—a nonprofit dedicated to serving the veterinary profession—2025 president. With 15 years of experience in the veterinary space, Rumple aims to update the association’s industry resources and grow its membership so that it represents those who support the veterinary profession.

“There are so many people who could benefit tremendously from the unparalleled relationships and networking opportunities afforded to VetPartners members,” Rumple said in a news release.

 “Over the next year, I want to get more bright minds ‘in the room where it happens’ to strengthen our association and the veterinary profession as a whole.”

In addition to Rumple, VetPartners newest members of the 2025 Board of Directors include immediate past president Monica Dixon Perry, CVPM; Will Lindus, vice president; Tony Mahan, MBA, CVA, secretary; Jimmy Bell, CPA, treasurer; Mary Berg, BS, LATG, RVT, VTS, director; Andrea Crabtree, BS, CVPM, PHR, SPHR, PHRca, CCFP, director; Sheri Gilmartin, CVT, director; and Stephen Strickler, CFP, CVA, director.

Jennifer Kirk, MBA, CEO, Exubrion Therapeutics

Jennifer Kirk, MBA, CEO, Exubrion Therapeutics. (Photo courtesy of Exubrion Therapeutics)

Exubrion Therapeutics has appointed Kirk to its Board of Directors and named her the company’s CEO. Kirk will assume her new role as CEO on May 3, 2025. Kirk has more than 28 years of experience in leadership roles, as well as in business transformation. Her experience includes a tenure at Medtronic, where she focused on finance and operational growth through executive leadership.

"We are thrilled to welcome Jennifer to the Exubrion Therapeutics leadership team," said Laurie McRay, executive chair and interim CEO, in a company release.

"Her energy, servant leadership, and extensive business experience make her the ideal person to guide us into our next phase of growth. Her proven ability to lead organizations and create value will be instrumental as we continue advancing our mission. We are fortunate to have her at the helm."

Kirk has contributed to company transformations by fostering a culture of innovation, building high-performing teams, growing revenue and expanding margins, and more. Under her leadership, her teams captured more than $3.5 billion in savings and value, according to Exubrion.

Karen Shenoy, DVM, chief veterinarian, Hill’s EMEA

Shenoy recently stepped into the roles of vice president and chief veterinarian for Hill’s Pet Nutrition Europe, Middle East, and Africa (EMEA). In her new roles, Shenoy will play a key role in advancing the veterinary profession and strengthening relationships between Hill’s and the veterinary community in the EMEA region.

I'm honored to become vice president and chief veterinarian for Hill’s EMEA. This role fuels my passion for helping veterinary professionals do their very best in meeting their clients’ and patients’ needs through the power of nutrition. I look forward to working closely with and learning from colleagues and partners in the region, and I’m eager to explore new ways Hill’s can support the veterinary profession as a whole,” said Shenoy in a news release.

Shenoy first joined Hill’s in 2008. She is a mentor and member of the Women in Leadership and Management in Animal Health organization and has held board positions with the Veterinary Innovation Council and Diversify Veterinary Medicine Coalition, as well as served on the American Veterinary Medical Association’s Food Safety Advisory Committee.

Chelsie Estey, DVM, MS, chief veterinary officer, Hill’s US

In conjunction with Shenoy’s recent promotion, Hill’s announced Estey was appointed the company’s chief veterinary officer. Estey has written numerous articles published in scientific journals, as well as various book chapters. She is also the recipient of the 2025 High Flyer Award from the Feather in Her Cap Association. In her most recent position, Estey was vice president of US Pet Care at Parnell.

We are excited to welcome Dr Estey as our new chief veterinary officer for Hill’s US. Dr Estey brings a dynamic blend of experience, leadership and vision, crucial in driving our strategic goals and elevating our veterinary advocacy to new heights, said Yvonne Hsu, president and general manager of Hill’s US, in a news release.

“Her proven track record in commercial sales and technical leadership underscores our commitment to excellence in pet health and veterinary care. I am confident that Dr Estey will be an invaluable contributor to our team, ensuring that we continue to innovate and serve the needs of our veterinary partners effectively,” Hsu continued.

Sarah Rumple named 2025 VetPartners president during biannual gathering of industry leaders. News release. VetPartners. March 11, 2025.

Exubrion Therapeutics® appoints Jennifer Kirk to Board of Directors; names her CEO. News release. Exubrion Therapeutics. March 18, 2025. Accessed April 18, 2025. 

https://www.prnewswire.com/news-releases/exubrion-therapeutics-appoints-jennifer-kirk-to-board-of-directors-names-her-ceo-302403466.html?tc=eml_cleartime

Hill’s Pet Nutrition advances veterinary leadership with new appointments in US and EMEA. News release. Hill’s Pet Nutrition. March 24, 2025.

New leadership moves, recognition, and achievement

Paws and profits: Veterinary industry appointments

During her interview with dvm360, Renee Schmid, DVM, DABT, DABVT, senior toxicologist and director of veterinary medicine at Pet Poison Helpline, provides some insights into the toxins that are lurking around on Easter sunday

Video interview with veterinary toxicologist Renee Schmid, DVM, DABT, DABVT

To prepare for Easter, Renee Schmid, DVM, DABT, DABVT, senior veterinary toxicologist and director of veterinary medicine for Pet Poison Helpline, shared with listeners what veterinary teams should be warning clients about. From the dangers of lilies on cats to the xylitol-filled holiday treats, Schmid breaks it all down in this interview with 

 to help keep pets healthy, happy, and out of the emergency room this Easter sunday. 

Below is a partial transcript, edited lightly for clarity: 

Right now, getting into Easter we really can never stress enough the importance of knowing about Easter lilies. Easter lilies are in the Lilium species, which is a concern for kidney failure in cats. We just see a GI upset in dogs, but in cats, we can see certainly fatal consequences. And so as those families are bringing Easter lilies home into their household, it's really important that those pet parents are educated that all parts of that plant are toxic. Any animal, any cat that's chewing on the leaves, the stems, the petals, even the pollen in those Easter lilies, are going to be toxic. And if untreated, we can see life-ending kidney failure in these patients, and if the pet parent does notice that the animal is chewing on or having any type of exposure to that Easter Lily [it's] really important to make sure that they're treated and addressed right away. 

There is a campaign noliliesforkitties.com that veterinary professionals and pet parents can go to and they can find different pictures to help recognize what a what a concerning Lily looks like, but also finding different flower alternatives. And because as soon as we end here with Easter and Easter lilies, Mother's Day is right around the corner and so when everyone's sending flowers to their mothers or their loved ones as something to remember that if there's a cat in that household, to make sure that those Lilium species, type of lilies, are not in the bouquets.

So certainly, depending on what they have at the table for Easter. So onions and garlic are definitely a toxic concern for both dogs and cats. Any baked product that contains Xylitol is going to be a concern. Alcohol, if the animal were to get into any, any alcoholic drink, that can be problematic as well. And so I always kind of use the phrase of toddler-proofing your home. You'll make sure you're pet-proofing your home in that same manner. So if there was a toddler in the household, you hopefully wouldn't leave that drink sitting out on the on the end table or the coffee table. Same thing for for those pets in the household. So make sure all those things are up and out of the way.

Videos

Make sure veterinary patients are protected this Easter by helping them avoid these toxins

No bunny business: Keeping pets safe this Easter

Amanda Shelby talks about what an ECG can and can't tell you

Amanda Shelby interview ECG

How many veterinary professionals does it take to properly preoxygenate a brachycephalic dog? Amanda Shelby, RVT, VTS (Anesthesia; Analgesia), breaks it down and explains a common mistake practitioners make.

Amanda Shelby, RVT, VTS (Anesthesia; Analgesia): 

Hi, guys—it’s Amanda Shelby back again here to talk about another session I’ll be giving at Fetch Charlotte, and then, hopefully, it will be available on demand for your viewing at a later time. If you couldn’t join me in person, this one is going to be about breaking cephalic breeds: how you can optimize their experience and anesthesia, as well as providing them adequate analgesia. Keep in mind—it’s more than just them not being able to breathe. Well, a lot of them have heart concerns, eye concerns, you know, those droopy eyelids and tropion things like that, so lubing becomes important. Orthopedic concerns, their body condition scores not necessarily ideal—even if it’s ideal for them and their breed standard—they have GI concerns, obviously, that make the airway even more compromised. So: a lot of things—skin concerns; placing a catheter is even stressful in them.

So, there are so many considerations when we go to anesthetize a brachycephalic. You attend this talk, you listen to this talk, and my key takeaways are going to be increasing your level of comfort when managing these patients; ensuring you’re mitigating against any increased risk associated with them in the anesthetic, peri‑anesthetic phase (pre, during, and post—all the way out the door to recovery); and then really giving you some tools to help minimize their already increased risk during and after anesthesia. So—that’s the hope—that you walk away a little more confident in providing them outstanding anesthesia, with appropriate analgesia, and optimizing their outcome in the brachycephalic patient.

Okay, everybody—I know we know with brachycephalics we preoxygenate. But here’s a common mistake people make with pre‑oxygenation: preoxygenation is most effective for a minimum of at least 3 minutes, up to the point of intubation. That means that it might take 3 people to intubate this brachycephalic patient—a restrainer, a person performing the intubation, and, if the restrainer can’t comfortably hold the oxygen mask appropriately on the face of the patient, then a third person to do that—and it’s up to the point of intubation. As soon as you take that oxygen mask away, the benefits start to subside. So, again, that’s just a common mistake and one key concept that you’ll get from attending this presentation.

delivers expert-led veterinary continuing education on your schedule. With

, you can access top-tier sessions anytime, anywhere—whether at home, in the clinic, or on the go. Ready to earn CE credits? Watch this session and more on

Amanda Shelby, RVT, VTS (Anesthesia; Analgesia), shares a common anesthesia pitfall

A common mistake with preoxygenation and brachycephalic dogs

During this interview with dvm360, Renee Schmid, DVM, DABT, DABVT, from the Pet Poison Helpline, provides tips on how to educate clients whose pets are suspected of cannabis ingestion 

When a client brings their pet in for a potential cannabis exposure, they may hesitate to be honestdue to fear of legal repercussions, embarrassment, or other concerns. However, because cannabis exposure can be dangerous—and the type of product involved  affects treatment—it’s essential to gather complete information as soon as possible. But how do veterinary teams encourage full disclosure?

 interview, Renee Schmid, DVM, DABT, DABVT—senior toxicologist and director of veterinary medicine at Pet Poison Helpline—explains how a judgment‑free approach helps clients share the necessary details for effective treatment. She also offers additional strategies to improve patient outcomes.

Below is a partial transcript, edited lightly for clarity 

So educating pet parents is really important for them to understand that we're here to help treat their pets. We want, we don't want their pet to suffer because they're afraid to admit that their pet got into some type of a cannabis product. It's really important for that pet to be able to be treated for what it is they got into. So for that veterinarian to be able to know that animal, it does have a cannabis exposure, and we need to treat it that way, as opposed to just kind of treating unknowingly what it is that they make it into, especially with the different types of cannabis products that are out there. There's different types of THC products with different concentrations. There's synthetic cannabinoids, which cause other issues as well, and other different products, and even CBD products that could potentially be problematic. 

And so really, just educating that those pet parents on it's okay, we're here to help, and we're not going to be judgmental in these cases. We just want to know what it is that your pet got into so that we can make the right choices, one to help minimize the stress for the patient, help to increase the likelihood and the recovery of that patient, and also help to ease some of the financial expenses that come along with that as well, if we're doing a lot of treatments that aren't going to be necessary and sometimes, you know, if they get into chocolate in cannabis, chocolate is a stimulant, and cannabis is more of a depressant, and so it may be difficult for that pet parent to see this, to see the signs they might be very subtle in that patient.

Renee Schmid, DVM, DABT, DABVT, emphasizes the importance communicating properly with clients whose pet is suspected of having cannabis exposure