Parhaat Uncharted Veterinary Podcastit (2024)

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315 - The New Hire Hurricane Just Hit 53:17

2d ago53:17

53:17

Uh-oh, that new hire that seemed like a dream on paper turned out to be a bit of a nightmare in person! This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss dive deep into a relatable leadership challenge: what to do when a new team member isn't working out. They explore the importance of setting clear expectations, invo…

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314 - Is Selling To Corporate My Only Option 56:20

10d ago56:20

56:20

In this episode of the Uncharted Veterinary Podcast, Stephanie Goss and guest Bret Halishak discuss the challenges solo veterinary practice owners face when considering their exit strategy, and how to position their practice for future success. Bret provides valuable insights on maximizing practice value, operational efficiency, and the importance …

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313 - When Asking 'Do You Want To Go Home ' Hurts More Than It Helps 43:44

17d ago43:44

43:44

When the clinic schedule looks light, should the practice owner send techs home to save costs—even if it means stretching the remaining team thin? In this episode of The Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss dive into a manager’s dilemma: balancing payroll concerns with patient care and staff morale. They share actionable …

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312 - My Practice Owner Spends Too Much Money 50:15

24d ago50:15

50:15

Ever felt caught in the middle when it comes to practice finances? A practice manager wrote in, sharing their frustration with an owner who regularly draws large amounts of money from the business—leaving the practice struggling to cover bills and payroll. In this episode of the Uncharted Veterinary Podcast, Practice Management Super Nerd, Stephani…

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311 - Do I Want To Know Why They Are Calling Out 47:15

1M ago47:15

47:15

A practice manager struggles with managing a PTO policy that leads to team members overusing their time off early in the year. In this episode of the Uncharted Podcast, Dr. Andy Roark and practice management super nerd, Stephanie Goss help a practice manager having a hard time balancing their team's use of paid time off (PTO). The manager explains …

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310 - Getting Team Buy - In To Change (A Pet HealthZone® Case Study) 32:26

1M ago32:26

32:26

Change can be scary to vet teams and getting their buy-in takes great skill. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark is joined by Dr. Jules Benson to discuss strategies for change management in veterinary practices. Dr. Benson brings over a decade of executive experience in the pet health insurance industry and a rich ba…

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309 - Can RVTs And VPAs Coexist 47:50

1M ago47:50

47:50

Should veterinary medicine introduce a mid-level practitioner role? With the landscape of veterinary care changing, there's a proposal in Colorado to create a Veterinary Professional Associate (VPA) role, sitting between licensed technicians and veterinarians. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss di…

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308 - Can They Do Homework On The Clock? 49:52

1M ago49:52

49:52

A medical director is having trouble navigating the balance between supporting paraprofessional staff in tech school and ensuring they have the necessary technical skills for their role. In this episode of the Uncharted Veterinary Podcast, Stephanie and Dr. Andy Roark discuss a specific scenario where a veterinary assistant, allowed to study on the…

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307 - Training On 'Emotional Intelligence' Is The WRONG Way To Fix Your Client Service Problem 56:40

2M ago56:40

56:40

A Practice Manager is struggling with younger team members' reactions to client disagreements. The leader is frustrated with the team’s hypersensitivity to client interactions, particularly around money and customer service, which is resulting in feedback that the practice feels cold and transactional. In this episode of the Uncharted Veterinary Po…

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306 - I Hate That The Team Bashes Clients! 46:24

2M ago46:24

46:24

In this episode, Dr. Andy Roark and Stephanie Goss tackle a mailbag question from a technician struggling with negativity in their clinic, where team members have started complaining about clients after a recent workflow change. The hosts discuss how small behaviors like eye-rolling and client bashing can create a toxic work environment if left unc…

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305 - Frustrated With Taking Breaks.. And Not Taking Breaks 48:14

2M ago48:14

48:14

A practice manager is frustrated by team members delaying lunches and taking disruptive trips to the breakroom, which leaves the afternoon understaffed and creates tension among the senior team. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Andi Davison tackle a challenging mailbag question: how to manage staff taking brea…

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304 - How Do I Teach Accountability 57:54

2M ago57:54

57:54

A manager with fantastic team leads—dedicated, hardworking, and aligned with the clinic’s mission—struggles to help these leads transition from being top team members to effective leaders who can manage and hold their peers accountable. In this episode of the Uncharted Veterinary Podcast, Andy and Stephanie break down the challenges of shifting fro…

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303 - Schedule Freaks The Team Out 56:36

3M ago56:36

56:36

How do you manage staff anxiety about the upcoming schedule without turning away clients and compromising care? In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management super star, Stephanie Goss dive into a mailbag question that resonates deeply with many veterinary teams. A concerned manager writes in about thei…

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302 - Outdated Or Just Respectful Navigating Job - Hopping And Text Resignations 52:27

3M ago52:27

52:27

Are traditional expectations around resignations and job stability becoming outdated? A practice owner shares their concerns about the increasing trend of employees resigning via email or text and the prevalence of job-hopping on resumes. How can we navigate these changing norms without feeling out of touch?In this episode, Maria and Andy explore h…

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301 - Out Of Compassion For Clients 49:10

3M ago49:10

49:10

This practice owner is seeking guidance on how to help their team become more empathetic and flexible with clients who may not immediately agree with recommendations. In this episode, Stephanie Goss and Dr. Andy Roark tackle a common challenge faced by veterinary practice teams: how to improve emotional intelligence and client compassion when deali…

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300 - We Want Them To Love Their Jobs, Is That Too Much To Ask 1:01:05

3M ago1:01:05

1:01:05

A young practice manager is struggling to maintain the momentum and enthusiasm of a high-quality team that, after an initial burst of energy, has started to settle into complacency. Despite intentional efforts to create a strong culture, clear pay scales, and a supportive environment, the leadership team is finding it difficult to inspire the same …

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299 - When Layoffs Hit Hard With Rebecca Rose 47:22

4M ago47:22

47:22

This Practice Manager, like many, is not looking forward to letting someone at their practice go but what makes this particularly challenging is that this person has already expressed financial concerns. This week, Stephanie Goss is joined by Rebecca Rose, an RVT, CCC (Certified Career Coach), and CPEP (Certified Peaceful Euthanasia Professional), …

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298 - Managing A Perfectionist 1:00:53

4M ago1:00:53

1:00:53

This manager faces challenges with constant corrections from a perfectionist team member, causing tension within the team. Dr. Andy Roark and Stephanie Goss dive deep into managing perfectionist tendencies in a veterinary setting, highlighting the importance of empathy, open communication, and objective management. They explore how the veterinary e…

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297 - Assoc. Didn't Do Anything Wrong 1:02:58

4M ago1:02:58

1:02:58

A practice owner is struggling how to communicate taking responsibility even when they didn't do anything wrong. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss tackle a tough mailbag question from a practice owner dealing with a post-surgery complication. After a routine spay, a client reported swelling at th…

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296 - Transitioning From Peer to Leader 1:01:41

4M ago1:01:41

1:01:41

A veterinary professional who recently stepped into the role of tech team lead is facing the challenge of earning their team's trust while aligning with the practice owner's vision. In this episode of the Uncharted Veterinary Podcast, practice management super nerd, Stephanie Goss is joined by guests Tyler Grogan and Kelsey Beth Carpenter. Join the…

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295 - Help! I Have A Micromanaging Manager 57:08

5M ago57:08

57:08

This medical director is struggling with a micromanager who is now overstepping on the medicine side of the practice. Dr. Andy Roark and practice management super nerd, Stephanie Goss take on this mailbag to help a team member deal with a manager that makes jokes about being the boss and making the decisions. The rest of the team finds it more thre…

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294 - Old Skool Medicine Makes Me Cringe 46:14

5M ago46:14

46:14

A veterinary professional who thought they found their dream clinic is starting to see some old-fashioned medicine that needs to go. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss address a mailbag letter from a new team member at a rural practice who is alarmed by outdated and unsafe medical practices. Conce…

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293 - Our Boss Refuses To Hire 54:13

5M ago54:13

54:13

This clinic is struggling with big changes, leading to being short-staffed, and the kicker? The boss simply cannot hire right now. This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss address a mailbag letter from a practice trying to maintain high-quality care after losing team members, leaving them as a single-doctor p…

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292 - Helping Vets Balance Wellbeing & The Practice Needs 59:42

5M ago59:42

59:42

How do we balance supporting the team’s well-being with the demands of running a successful veterinary practice? This week on the Uncharted Podcast, Dr. Andy Roark and Stephanie Goss navigate these choppy waters, helping listeners find the perfect balance between personal and business needs. They dive into the importance of using varied measuring s…

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291 - Speak The Team Language 51:01

5M ago51:01

51:01

The practice manager at this clinic struggles between business operations and team communication. Dr. Andy Roark and Stephanie Goss address a mailbag question from a medical director struggling with a practice manager who excels in metrics but falters in team interaction. Andy and Stephanie dive into the friction often seen between the business and…

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290 - My Boss Oversteps Boundaries 58:14

6M ago58:14

58:14

An associate veterinarian who loves their job, is struggling with a practice owner's overbearing management style that pushes the boundaries of work-life balance. The team receives numerous emails and texts on their days off, and the feedback is often negative and micromanaging, creating a stressful work environment. Dr. Andy Roark and practice man…

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289 - Do Wellness Plans Make Sense For You 1:03:21

6M ago1:03:21

1:03:21

Shawna Castillo, Director of Care Plans at Otto, joins us to tackle a critical question from a practice manager struggling with client credit limitations. Despite offering CareCredit, Scratchpay, and VetBilling, many clients still face challenges. The burning question: How do we design wellness plans in a way that is not going to make my team or my…

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288 - Does Anyone Care About The Details 54:43

6M ago54:43

54:43

A frustrated veterinary practice leader wonders why it seems like the details no longer matter to their team. This week on the Uncharted Veterinary Podcast, Practice Management expert Stephanie Goss and Dr. Andy Roark tackle their shortest mailbag question ever: does anyone care about the details? Together, they work through the headspace behind th…

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287 - Doctor Development - New Grad And Established Associate 51:15

6M ago51:15

51:15

This practice owner aims to develop a plan for both a new, eager graduate and an established associate who is less enthusiastic about development. Dr. Addie Reinhard, CEO of MentorVet, joins Dr. Andy Roark on this week's podcast to tackle this unique challenge. Dr. Reinhard brings a wealth of expertise to the conversation, as the founder of MentorV…

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286 - We Need A Call - Out Policy 53:18

7M ago53:18

53:18

An associate is struggling with their perception that the management team is not holding an otherwise exceptional team member accountable for excessive call-outs, resulting in gaps in coverage. This week on the Uncharted Podcast, Stephanie Goss and Dr. Andy Roark respond to an email signed from "A motivated associate who needs my support team to sh…

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285 - We Can't Get Clients In 54:19

7M ago54:19

54:19

Clients are feeling extremely frustrated by not being able to get seen with a sick pet quickly enough for their liking and unfortunately, the front desk is taking the brunt of the client frustration. This week on the Uncharted Podcast, Stephanie Goss and Dr. Andy Roark jump headfirst into another mailbag episode. They received an email from a pract…

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284 - Medical Director Not Managing The Naughty Doctor 1:00:51

7M ago1:00:51

1:00:51

One experienced doctor's toxic behavior is jeopardizing team morale and driving away staff and new graduate veterinarians. In this episode of the Uncharted podcast, practice management expert Stephanie Goss and Dr. Erica Pounds from Banfield Pet Hospital dive into a critical issue faced by many practice leaders: dealing with toxic behavior from a t…

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283 - Why Are They All Leaving? What Am I Doing Wrong? 50:32

7M ago50:32

50:32

This practice has spent a lot of time and energy to work on their culture and the team that is there loves working together, loves their clients and the management. Yet people are still leaving the practice! This week on the podcast, Dr. Andy Roark and practice management nerd Stephanie Goss are talking through an email they received in the mailbag…

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282 - Returning To Work Post Mental Health Suicide Leave 57:13

8M ago57:13

57:13

Content Warning: Mentions of suicide may be triggering to some listeners.What are some key practices in preparing the clinic for a team member returning from a mental health leave? Dr. Phil Richmond joins us to help a veterinary practice manager wondering how they can prepare a safe space within their clinic, for a team member to return to. Togethe…

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281 - Be Efficient, High Quality and Low-Stress? 57:03

8M ago57:03

57:03

This week on the Uncharted Podcast, Stephanie Goss and Dr. Andy Roark dive into another intriguing submission from the mail bag. This time, they tackle a question from a practice owner who's embarking on the journey of opening a new clinic and is pondering what type of client experience to deliver. The practice owner is eager to establish a distinc…

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280 - Work is Good, Still Burned Out 1:00:03

8M ago1:00:03

1:00:03

This week on the Uncharted Podcast, Dr. Andy Roark and veterinary practice management whiz, Stephanie Goss dive into a heartfelt letter from a listener grappling with burnout in the veterinary world. Despite swimming in a sea of perks—great pay, abundant time off, and a tight-knit support system—the listener finds themselves treading water, feeling…

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279 - Our Manager is Gossiping About The Team 50:40

8M ago50:40

50:40

In this week's episode of The Uncharted Podcast, Dr. Andy Roark and Stephanie Goss dive into a letter from the mailbag. It's from a kennel technician grappling with a toxic workplace culture. This dedicated individual is working tirelessly in the kennels for experience requirements for vet school. However, the atmosphere within the kennels is far f…

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278 - Personal Touch In A Digital World 53:10

8M ago53:10

53:10

In this episode of the Uncharted Podcast, Dr. Andy Roark jumps into a crucial mailbag but this time with special guest Dr. Sarah Wolff. Together they tackle a pressing question from a practice manager struggling with maintaining the personal touch in client interactions after transitioning to digital communications.Sarah Wolff, a seasoned veteran o…

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277 - Top 3 Things Practices MUST Be Doing To Keep Clients Coming In The Doors 1:06:57

8M ago1:06:57

1:06:57

This week on the Uncharted Podcast, practice management super nerd, Stephanie Goss invited special guest Bill Schroeder to come discuss something all of our practices should be getting ready for - the big slow down. We know that some clinics still have clients coming out their ears while others are experiencing a very rapid slowing of appointment v…

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276 - Managing With A Married Couple 59:38

9M ago59:38

59:38

Dr. Andy Roark and practice management super geek, Stephanie Goss are back with another letter from our mailbag. This time a manager writes in who is struggling with communication in her practice. This manager's newish to practice ownership DVM struggles to communicate with the team as a whole. The manager is fielding complaints from the team about…

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275 - Rec Letters That Work 41:20

9M ago41:20

41:20

On this week's episode of the Uncharted Podcast, Dr. Andy Roark and practice management super nerd, Stephanie Goss take on a new kind of mailbag. This time, our listener struggles with writing a recommendation letter but not for the reason you might think. This person cannot stop gushing over their rockstar vet tech and is wondering what even makes…

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274 - How Do I Give Them Time Off AND Keep Everyone Happy? 1:00:13

9M ago1:00:13

1:00:13

This week on the podcast, veterinary practice management super nerd Stephanie Goss gets to dive into another mailbag but this time, with RVT and Manager, Tami Lind. This mailbag comes from an ER Practice Manager who loves how close the team is but is struggling to accommodate giving them time off together. Stephanie and Tami navigate the very diffi…

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273 - When The Vet Won't GO FASTER 50:06

9M ago50:06

50:06

This week on the Uncharted Podcast, Dr. Andy Roark is joined by veterinary practice management expert, Dr. Amanda Donnelly and together they tackle another question from the mailbag. In this episode, they take on the challenge of a veterinarian who, despite being exceptional with clients and production, struggles with efficiency in exam rooms, caus…

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272 - Does Writing People Up Ruin Team Trust And Culture? 59:16

10M ago59:16

59:16

This week on the podcast, Dr. Andy Roark and practice management wiz, Stephanie Goss, tackle the intricacies of performance improvement plans in the veterinary setting that aren't all negative. The traditional approach has been carrot and stick when it comes to performance management. We know that approach is damaging to good culture where there is…

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271 - I Can't Handle It Anymore, How Do I Teach Them Self - Awareness 57:47

10M ago57:47

57:47

This week on the podcast, Dr. Andy Roark and former practice administrator and veterinary practice management super nerd Stephanie Goss dive into an email they received in the mailbag. A listener of the podcast heard episode 229 where a technician was sure that the team had to be talking behind their back. Andy and Stephanie discussed having self-a…

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UVP - 270 - How The Heck Do I Make Them Feel Appreciated... And Say Thank You ! 52:05

10M ago52:05

52:05

This week on the podcast, Dr. Andy Roark and practice management super geek, Stephanie Goss are talking about love. Love languages that is. We received an email in the mailbag from a practice owner who loves their team. They have tried acknowledging the hard working individuals in a variety of ways from bonuses to holiday gifts to celebrating durin…

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UVP - 269 - Top Tricks For Talking Money With Clients 24:13

10M ago24:13

24:13

In this week's episode, Dr. Andy Roark is joined by Adam Christman and Louise Dunn to discuss their favorite tips for handling financial conversations. Together they tackle some of the common challenges we face as veterinary professionals and offer various resources to make sure we're keeping care accessible. They both offer insight into effective …

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UVP - 268 - We've Got A Narcissist In The Practice- What Do I Do? 47:28

10M ago47:28

47:28

This week on the podcast, Dr. Andy Roark and practice manager Stephanie Goss are in the mailbag to tackle an email from a member of a hospital leadership team who is worried they have a narcissist on the team and it doesn't seem like the practice owner is willing to deal with the behavior from this person or get rid of them. The team is dropping li…

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UVP - 267 - Going From Being Their Friend To Being Their Boss 1:07:48

11M ago1:07:48

1:07:48

This week on the Uncharted Veterinary Podcast, Stephanie Goss and her special guest co-host, Maria Pirita, CVPM dive into a discussion about how to navigate the tricky waters when you go from being friends and a part of the team to being their boss. In this case, the new practice manager is facing an even more uphill battle because they aren't quit…

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UVP - 266 - How Do I Make Them See Me As a Doctor and Not a Tech? 57:57

11M ago57:57

57:57

This week on the podcast, Dr. Andy Roark and practice manager Stephanie Goss chat about the personal and professional challenges faced by a new veterinarian who started working at a practice where she previously functioned as a technician. They dive deep into how behaviors and perceptions from her past role have affected her current role, leading t…

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