Bergen Community College. Professor Daneen Aromando, AAS, CVT

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1 Bergen Community College Course Title: Course Number: Program Affiliation: Instructor: Veterinary Office Management VET-216 Veterinary Technology Professor Daneen Aromando, AAS, CVT Credits: 2 Classroom Hours: 2 Laboratory Hours: 0 Prerequisites: Admission into the professional segment of the Veterinary Technology Program Course Description: This course is designed to introduce the student to modern veterinary hospital business practices. It includes a study of inventory procedures, accounting and computer skills, medical records, personnel management, and psychology of client and staff relations. Emphasis is placed on professional ethics, interpersonal and client communication. Course Goals: To introduce the student to the concept of the veterinary hospital as a small business To emphasize to the student the importance of customer service and the role of the veterinary technician in providing this service To reinforce the ethical issues that confront the veterinary technician in practice To teach the student to communicate effectively with staff members and clientele To familiarize the student with the daily standard operating procedures performed within an animal hospital To teach the student proper and professional telephone etiquette To reinforce the importance of maintaining x-ray, surgery, anesthesia, laboratory and controlled substance logs To introduce the student to the legalities and importance of keeping precise medical records To introduce the student to inventory control procedures and vendors To familiarize the student with the issues of billing, collection, fees and bookkeeping To reinforce the importance of computers in veterinary practice

2 Performance Objectives: Upon completion of this course, the student will be able to: How to communicate effectively with client, both in person or on the telephone Maintain x-ray, surgery, anesthesia, laboratory, and controlled substance logs Communicate effectively with clients and demonstrate an ability to problem solve Deal appropriately and effectively with difficult clients Interact positively with other veterinary personnel and find solutions to potential disagreements through discussion and problem solving Demonstrate the application of computer skills in veterinary practice as related to record keeping, marketing, and management Demonstrate techniques on stress management Demonstrate the proper way to handle routine financial transactions Demonstrate an understanding of database, word processing, and spreadsheet software programs Manage inventory control Understand euthanasia and grieving Course Materials: Primary: Prendergast, H: Front Office Management for the Veterinary Team, 2010 Elsevier McCurnin, DK: Clinical Textbook for Veterinary Technicians, 7th ed, Philadelphia, 2010, Elsevier saunders Supplementary: Additional readings will be recommended by the instructor Handouts Teaching Methodologies: The teaching methodologies employed in this course include lecture, class discussion, role-playing, log maintenance, clinical site visits, audiovisual presentations, and student participation through brainstorming and critical thinking.

3 Grading Criteria Students will be grades on their performance on written exams and class participation. Grade Distribution: Quizzes 5% 20% Midterm 20% Cumulative Final 20% Assignment Resume 15% Moodle Discussion Board Participation 15% Class Participation 10% Attendance Policy: Attendance and classroom participation are of utmost importance. Students are expected to be present and on time for all classes. If you must miss a class, I expect that you will either let me know in advance or contact me immediately after the absence. Whether you are late or absent for a particular class, you are responsible for all material covered in your absence. This material should be obtained from a classmate. Repeated absence or lateness will result in the lowering of the class participation portion of your grade for this course. Topical Outline The following is a schedule of the topics to be covered, including assignments, quizzes, and exams. The material will be covered in the ordered listed, but the schedule may be adjusted to fit the needs of the class. All updates or changes will be placed on the Moodle shell. Week Chapter Assignment Evaluation 1 1 and 6 Moodle Board 1 &6 2 2 and 3 Moodle Board 2 & 3 Quiz 1: Ch 1, 6, 2, 3 Opens 3 4 and 7 Moodle Board 4 & 7 Quiz 1 Closes 4 8 Moodle Board 8 & 10 Quiz 2: Ch 4, 7, 8 opens 5 Avimark Working in Computer Lab Quiz 2 Closes 6 10 and 11 Moodle Board 11 & 12; Resume Draft Due 7 12 and 13 Moodle Board 13 & 14 Midterm Opens (Week 1 Week 6) 8 14 and 15 Moodle Board 15 & 16 Midterm Closes 9 16 and 17 Moodle Board 17 & 18 Quiz 3: Ch 15, 16, 17, 18 opens and 19 Moodle Board 19 & 21 Quiz 3 Closes and 25 Moodle Board 25 Quiz 4: Ch 18, 19, 21, and 25 Opens 12 Quiz 4 Closes 13 Resume Due Final Opens (Comprehensive) 14 Final Closes 15

4 Student Accommodations Students who require accommodations by the Americans with Disabilities Act (ADA) can request support services from the Office of Specialized Services of Bergen Community College, L-116, Pitkin Education Center, or Deadline for accommodations is posted at this site. Rules and Regulations Governing Conduct Each student is expected to obtain a copy of the Bergen Community Student Handbook and is responsible for knowing the information included in the Handbook. Copies are available in the Office of Student Life, the Welcome Center, evening office, and on the Bergen Web site. In addition, each student accepted in the Veterinary Technology Program is expected to obtain a copy of the Veterinary Technology Student Handbook and is responsible for knowing the information included in this Handbook. Copies are available through the program director. All student and faculty are governed by college rules and regulations. Please refer to the Student Handbook for information regarding codes of conduct. Academic Integrity/Discipline/Plagiarism Bergen Community College and the Veterinary Technology Program are committed to academic integrity. Please refer to the current Student Handbooks for details related to academic integrity/discipline and plagiarism. Americans with Disabilities Act Students who require accommodations in accordance with the Americans with Disabilities Act can request these services from the Office of Specialized Services. To learn more about how to apply for these services, please visit them at:

5 Student and Faculty Support Services The Distance Learning Office for any problems you may have accessing your online courses Smarthinking Tutorial Service The Tutoring Center The Writing Center The Online Writing Lab (OWL) The Office of Specialized Services (for Students with Disabilities) The Sidney Silverman Library Reference Desk C-334 On Line at: L-125 L-125 On Line at: -131 L Important College Policies Found within the College Policy Manual at Withdrawal from Classes and Refunds, pp Grading, pp Course Grade Appeal Policy, p. 54. Academic Integrity and Plagiarism, pp [Read this carefully.] Class Attendance Policy, pp Acceptable Use of Information Technology Resources, pp Clubs, pp Code of Student Conduct or Standards of Conduct, pp Alcohol and Drug Policy, pp Family Education Rights and Privacy Act of 1974, p. 79. ADA and Grievance Procedures p. 107 Sexual Harassment Policy, pp Campus Assault Victim's Bill of Rights, pp Smoking Policy, pp Traffic Regulations, p. 77