We'll focus on:
Message Taking That Matters: What information is essential, what’s not, and how to ensure nothing critical gets missed or delayed.
Phone Triage & Determining Urgency: Helping your CSRs confidently identify what needs immediate attention vs. what can safely wait - so they’re not guessing or defaulting to “let me ask” on every call
Callback Expectations, Follow-Through & System Gaps: How to set and communicate realistic callback timelines, ensure consistent follow-through, and identify trends that reveal gaps in your medical team’s workflow.
Offering Options While Upholding Practice Protocols: How to guide conversations so clients feel supported - without overpromising or working outside established guidelines.
Meet the speaker
Kasey Ellinwood
Founder| RVT
Kasey Ellinwood, RVT, is a registered veterinary technician with over 30 years of experience in clinical practice, hospital leadership, and veterinary education. Throughout her career, she has worked in roles ranging from receptionist, veterinary technician, to practice manager, giving her a well-rounded understanding of both patient care and client communication. Kasey is the founder of VetSnoot, where she develops training programs focused on strengthening communication skills within veterinary teams. She is passionate about helping veterinary professionals build confidence in client interactions and understands the important role communication plays in patient outcomes and practice success.
This is for Practice managers and Leaders who are ready to:
➡️ Create consistency at the front desk ➡️ Reduce stress and second-guessing for their CSRs ➡️ Improve client interactions without sacrificing boundaries ➡️ Build systems that support both the team and the schedule
Save your spot!
If you want a front desk team that sounds confident, handles pressure well, and knows exactly what to do next - this is where you start.
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