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Territory Manager Guide to PVU

Picture Frames

FAQs

Customer Videos

Education Your Way. In-Person or Virtual Campus

PVU Books

PVU Overview


Management Series

Executive Series

Registration

Territory Manager Videos

Communication and Service

Table of Contents

There is a reason more than 10,000 students have attended Patterson Veterinary University Courses. PVU courses are created and taught by instructors that have walked the path of managers and owners, and overcome the challenges they face on a daily basis.

Communication

and Service

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Management 

Series

Executive 

Series

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PVU Virtual Campus

Virtual Campus courses are offered on demand, when the time is right for the student. VC courses offer participants:

-  Videos, activities and supplemental reading material
-  Downloadable PDF of book
-  Tools to customize immediately and use in the veterinary hospital

What HAS CHANGED?

* New website for all course registrations. www.pattersonvetuniversity.com                        Please note, this is a new site, developed to deliver an exceptional customer experience!

* All new content

* Customers can registering credit card or by charging their Patterson Account

* Non-Patterson customers can now enroll in any course

* All new Virtual Campus. Easy to navigate, make choices, register, and pay!

Books can now be purchased without course registration


Education Your Way.

PVU In-Person Courses

In person courses are offered throughout the year, throughout the United States. In person courses offer participants:

-  In person instructor
-  Valuable classroom discussion Book
-  Tools to utilize immediately upon returning to veterinary hospital

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The team is the face of every veterinary practice. 

Their ability to create consistent positive client experiences will have a lasting effect on the reputation and successof the practice. Every team member, no matter their length of service or position, should understand how their role in communication and service will impact a client’s experience. With ideas and tools provided, they will leave energized to return to the practice ready to make a positive impact in the delivery of veterinary care.

* Learn the importance of communication and service as differentiators

* Develop communication skills that advance team and client relationships

* Develop a plan to serve clients at each phase of the cycle of service

* Learn to strengthen the client-hospital bond with every client interaction

* Learn how to impact a client’s perception of value

* Become more comfortable handling client objections or complaints

* Put the PVU exclusive tools provided to work in your practice

Communication and Service

Communication and Service

Introduction

Communication

- Outcome Focus 

- Communication Factors 

- Communication Styles

- Team Communication 

- Conversation Strategy  

- Crucial Conversations

SERVICE

- Impact of Service  

- Cycle of Service

- Before the Visit 

- The Visit

- Completing the Visit 

- Between Visits

SERVICE DIFFERENTIATORS

- Show Your Love for Animals

- Make It Easy to Do Business

- Commit to Financial Transparency

- Create a Low-Stress Environment for Patients

- Make Preventive Care Trendy and Exciting

- Have a Plan for Euthanasia Conversations and Visits

- Find Ways to Go Above and Beyond

- Have a Plan for Handling Conflict

CONCLUSION

REFERENCES

    

HUMAN RESOURCE MANAGEMENT

The success of a veterinary practice is largely dependent upon the people within it. Human resource management involves a cycle of HR activities. Each phase in the cycle requires a planned approach that can only come by way of education. This course provides insight into each phase and also provides tools for seamless organization and implementation.Human resources is not just athing you do, it’s the thing that runs your business.


INVENTORY MANAGEMENT

Inventory plays a significant role in today’s veterinary practice. Without it, most services couldn’t be delivered, nor could products be sold. Therefore, inventory management has become an important skill set impacting the financial performance of the practice. Managing inventory is more than just ordering and receiving goods. This course provides the necessary knowledge and tools to create a complete understanding of the most impactful elements of inventory management.


OSHA AND SAFETY MANAGEMENT

OSHA is the primary regulatory agency whose focus is to ensure employee safety. Every veterinary practice has a responsibility to create a safe working environment by complying with safety regulations. This course simplifies the creation of a workplace safetyprogram by providing tools and templates for its development.


REPUTATION MANAGEMENT

The reputation of aveterinary practicedrives client activity. The entireteam is contributing to the practice’s reputation with every interaction, either intentionally or unintentionally. The manager’s role is to create an intentional strategy to build and maintain reputation and the marketing activities that support it. This course provides the education, tools and templates to support reputation management.


FINANCIAL MANAGEMENT

All management activities directly impact financial results, but there is often fear associated with managing financial processes.This course alleviates fear by providing educationand tools that enhance financial activities through maximizing revenue, smart expense management, and profit planning. This course also covers the interpretation of financial results through benchmarking, key performance indicators (KPIs) and profit and loss (P & L) statements.

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Management Series

Human Resource Management


INTRODUCTION

MANAGEMENT AND LEADERSHIP

HR ACTIVITIES

- Practice Goals 

- Performance Expectations 

     Hard Skills

     Soft Skills

     Employee Manual

     Job Descriptions 

- Screening/Interviewing/Onboarding

     Getting the Word Out

     Interview Prep and Delivery

      Reference Checks

      Applicant Testing

      Onboarding 

      Orientation and Acclimation

     Training

- Elevating Performance 

     Coaching

     Goal Setting

     Performance Expectations

- Separation/Firing

HR CHALLENGES

- Management/Leadership Challenge

     Mission, Vision and Values

     People

- HR Related Finances

     Wage Considerations

     The Cost of Turnover

     Budgeting

 - Regulations

     Federal Laws

RESOURCES

REFERENCES



Inventory Management


INVENTORY BASICS

- Inventory Overview and Terms 

- Inventory Management Roles 

- Inventory Management Goals 

- Inventory Costs

- Inventory – It’s Not All Equal

- Inventory Management Systems and Strategies 

- Getting Inventory Under Control

INVENTORY TURNOVER

MANAGING INVENTORY MOVEMENT

- Needs Assessment 

- Procurement (Purchasing) 

- Receiving

- Protection Sell/Use

MANAGING CONTROLLED SUBSTANCES

- DEA Registration

- Controlled Substance Schedules

- Controlled Substance Security/Protection

- Controlled Substance Recordkeeping

- Controlled Substance Reporting

- Controlled Substance Disposal

INVENTORY MEASURES

- Inventory Forecast 

- Measures Inventory 

- Review Measures

PUTTING IT ALL TOGETHER

OSHA and Safety Management

INTRODUCTION TO WORKPLACE SAFETY AND OSHA

Safety Rights and Responsibilities 

General Duty Clause

A Healthy Approach to Safety

INJURY AND ILLNESS PREVENTION PROGRAM

I2P2 Management and Leadership Duties 

I2P2 Employment Participation

I2P2 Hazard Assessment and Identification

I2P2 Hazard Prevention and Control

I2P2 Program Evaluation and Improvement 

I2P2 Recordkeeping and Reporting

Putting It All Together

RESOURCES

REFERENCES

INDIVIDUAL SAFETY PLANS

Anesthetic Gases Safety Plan 

Animal Handling Safety Plan 

Biomedical Waste Safety Plan 

Electrical Safety Plan

Emergency Action Plan

Ergonomics Safety Plan

Ethylene Oxide Safety Plan

Extreme Temperatures Safety Plan

Fire Safety Plan

Formaldehyde Safety Plan

Hazardous Drugs Safety Plan

Infection Control Plan

Laser Safety Plan

Lifting Safety Plan

Lockout/Tagout Safety Plan

Noise Safety Plan

Personal Safety & Workplace Violence Plan

Pregnancy/Fertility Safety Plan

Radiation Safety Plan

INTRODUCTION

AUTHENTIC REPUTATION

IDENTIFYING AUTHENTICITY 

Mission

Values

EXEMPLIFYING AUTHENTICITY 

Leaders Go First

Employee Alignment 

Branding

Building Your Tangible Brand

 Building Your Intangible Brand

MARKETING TARGETS 

Target Clients 

Target Locations 

Target Message

Target Technologies

MARKETING ACTIVITIES 

Cycle of Service Findability

Website (Design and Content) 

Social Media

Email

Mobile Apps Videos

Blogs

Community Involvement

Online Reviews

Target Marketing and Target Programs

Reputation Management

QUANTIFYING REPUTATION

Marketing Activity Measures

Reputation Measures

PROTECTING REPUTATION

CONCLUSION

RESOURCES

REFERENCES

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INTRODUCTION

THE FLOW OF MONEY

EXPENSE MANAGMENT

Fixed Expenses

Variable Expenses

REVENUE MANAGEMENT

Price Factors

Volume Factors

PROFIT MANAGEMENT

True Profit 

Planning for Profit

What to Do with Profit

FINANCIAL REPORTING

Data Relevancy

Data Fluency

Key Performance Indicators

Benchmarking

Profit and Loss

Financial Communication

FINANCIAL PROTECTION

Veterinary Practice Assets

Fraud Control

CONCLUSION

Finance Management

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Executive Course

Executive Course

1. Visit www.PattersonVetUniversity.com.

2. Browse the catalog

3. Select Course and location

4. Fill out Form

5. Confirmation email with location details sent to attendee

6. Follow up reminder emails with logistics will be sent prior to course


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In-Person Registration 

How does the registration process work?

Virtual Campus Registration


1. Visit www.PattersonVetUniversity.com.

2. Browse catalog and select course

3. Choose payment method

4. Depending on payment choice, student will be given immediate access (with credit card purchase) or access upon Patterson account verification (less than 1 business day)



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Overview of Patterson Veterinary University Virtual Campus Courses

Share these videos with Customers!

* Students enrolling in the In-Person courses receive a complimentary book and USB with all tools. Students enrolling in Virtual Campus receive a downloadable pdf of the book and downloadable tools.

When a PVU book is purchased without attendance to an in-person or virtual course, the tools are NOT included.

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A great way to show your support and say "Congratulations for completing PVU!"

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PVU branded picture frames for certificates are available for purchase in the PVU Store. 


Territory Managers receive a 15% discount

 by entering code PVU15%OFF

PVU FAQs


How long do students have to complete the course? 60 days. Extensions cannot be granted in this platform; therefore, emails will be sent to remind students to stay on track for course completion. The old platform allowed 30 days to complete a course, so this number has increased with the new updates.

When is the customer invoiced? At the time of course registration for Virtual Campus courses, and at the time of the event for In-person Courses. 

If the customer pays with a credit card, will it show on their Patterson Account? No. Customers choosing the credit card option will only see the charge on that credit card. 

Will VPS credits be applied when a customer registers and pays? If charging their Patterson account, YES. As soon as the course is invoiced, available VPS credits will be applied. If paying by credit card, NO. VPS credits can not be applied to credit card transactions.

When a customer chooses to charge their Patterson account, why does it take 1 business day before the student receives access to the course? All accounts must be verified prior to enrollment.

Do you have to have a Patterson account to access PVU courses (In-Person or Virtual Campus)? No. This is a new feature available this year.

How will I know when a customer in my territory enrolls in a course? All Territory Manager's will receive a weekly report of those enrolled in their territory.

Why do all registrations occur at www.pattersonvetuniversity.com now? In order to simplify the process and create a uniform customer experience, all registrations now occur in one place.

How do I order brochures or tear pads? MyPatterson - order marketing materials.

How do I get a PVU in person course in my area? Please consult with your Branch Manager, who must submit a request form.

Can I register for full courses? Yes! You will only have 60 days to complete the course. Please email PVUVC@pattersonvet.com to enroll.

Can multiple team members from the same practice enroll? Yes. In the course catalog is the option to choose a course with multiple attendees. The practice will be contacted directly for team member enrollment information and a registration code for each team member will be generated.

Can a practice manager see how their team members are progressing thought class? Yes. Team members have a dashboard that they can show their practice manager – which shows progress through the course. 

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