Questions
What percent of hospitals annual revenue should be used for training?
1-2%
How many weeks does the FMLA cover an employee to take unpaid leave?
12 weeks
In dense scheduling how long are the appointments for wellness care?
15 minutes
How long should a meeting last?
45 minutes
The Patient Protection and Affordable Care Act requires employers with how many employees to provide group medical ins or receive a penalty?
50 or more full time employees
The goal of motion economy?
Be more efficient instead of work harder and longer
Three factors that affect stress?
Choice, control, consequence
What are the 3 one on one interviews discussed?
Competency, Situational, Behavioral
What is the benefit of developing an employee manual?
Creates a structure that every veterinary practice needs. Employee manuals keep both the employer and employee accountable to one another.
When it comes to management daily work assignments what are the keys to a successful vet practice?
Delegation and Empowerment
What type of scheduling makes the best possible use of the facility space and team?
Dense: 15 min wellness
Give two examples of questions that cannot be asked during an interview
Do you have any children? What is your national origin?
Three methods to decrease stress?
Eating healthy, exercise and good sleep
The benefits of cross training?
Employee knowledge of the practice as a whole, and the roles of others in the practice, grows and When team members are sick or absent, client service and wait times do not have to decline. Places another level of employee accountability into the system, helping to reduce the occurrence of fraud and theft.
What payroll taxes are employers responsible for?
FICA, FUTA
Which act requires employers to pay minimum wage and overtime?
FLSA State minimum wage can be more or less than the federal minimum wage.
What posters are required to be posted in a practice?
FMLA, Polygraph Act, EEOC, IRCA, FSLA
It is important for managers to remember that reviews are about performance and not goals
False
Staff meetings are a good way to create team bonding and introduce new policies or products but they rarely show a financial return on investment
False
THe foundation of successful individual development plans consist of creating a team culture where coaching is expected and appreciated.
False because coaching is not in individual development plan detail
What is FLSA?
Federal Fair Labor Standards Act: requires all employees to receive overtime unless they fall under the law's professional, executive, or administrative exemption
Which addition to medical insurance is owned by the employer?
Flexible Spending FSA
Productive staff meetings need to have what decided in advance
Goals (not agenda)
What are the top 3 issues that causes conflict?
Gossip, lack of training and lack of communication
Why provide training in phases?
Helps to insure team members are trained properly, aids in titrating info to the employees to avoid overloading, provides a resource for training prep for the trainer, provides reference and review material, accommodates a new employee that already has some experience
Where should required posters be posted?
Highly visible area
What are four disciplines necessary for effective performance reviews
Hold all employees accountable, teach all employees, align all performance appraisals and review systems around strengths, design and build each role
Which entity or entities require employees to keep detailed payroll and benefits data. Access should be limited and ideally stored separately?
IRS and FLSA
One way to begin to create an Operations and Procedure Manual is to refer to the the ? of the practice
Job Descriptions
In what type of employment relationship can an employee only be disciplined or terminated for a sufficient reason?
Just Cause
The goals of an appointment system include which of the following?
Maximize productivity, reduce staff tension, control traffic within the hospital
One potential employee performance review pitfall is
Measuring the trivial
Do not misrepresent the qualifications or character of a former employee if you have knowledge of that employee's propensity for violence, or illegal behavior in order to avoid liability claims of...
Negligent Referral
What does NCA stand for?
Non Compete Agreement
Employee wage garnishment orders and credit reports are to be filed where?
Not personnel, not payroll, not main documents. In its own file
What is a contract employee?
Not required to follow instructions as to how to perform a task, duty or job. Cannot be full time, control their own hours and have the right to pursue other jobs.
What posters are required to be posted in a practice?
OSHA, Equal Employment Opportunity, FMLA, Employee Polygraph protection act, IRCA, USERRA, FLSA
What is OSHA?
Occupational Safety and Health Administration. A federal agency that sets standards for staff and patient safety.
What is the planned and executed process of welcoming, orienting and training a new employee?
Onboarding
When meeting with 2 team members who are experiencing conflict, once they have heard each other out, tell them you have confidence they can work out a solution, how long do you give them?
One to Two Days
Which plan is a blend of fee for service and hmo medical plans. They do not require a visit to a primary care provider prior to visiting a specialist, although they do have a network of preferred providers and it is more costly to go outside tehat network
Preferred Provider Organization
What are some ways to engage team members at a staff meeting?
Publicly praise work well done and celebrate successes, do not allow mtgs to turn into gripe sessions, share important infor, changes and progress towards goals, learning games or ice breaker exercises.
What are the 4 R's in team management?
Responsibility, Respect, Rapport, Recognition
4 steps of managing compassion fatigue?
Restore, Repeat, Reduce, Recognize
What does the abbreviation AD stand for?
Right Ear
At the core of any safety plan or manual is the "blank" law?
Right to Know Law
To help reduce client overload at the front desk, appointments should be
Staggered
Avoidance of other personal attacks...
Symptom of conflict within the practice
What is USERRA?
The Uniformed Services Employment and Re-Employment Rights Act- Assists service members in getting jobs back after deployment.
When it comes to individual development plans: what are the 3 main details that should be addressed?
Training, Development, Career Management
A section on chemotherapy should be included in every vet health safety manual regardless of whether that practice performs chemo
True
An employment contract that details a specific length of employment is an exception to AT WIll Employment.
True
What refers to the degree to which the test actually measures what it claims to measure?
Validity
A Pre Adverse action letter should be used when?
When considering not hiring a candidate due to details revealed in a pre-employment background check.
Which of the following is a question you should not ask during an interview?
When did you graduate high school?
Regarding the practice cleint schedule: what is the definition of emergency?
Where no doctor is immediately available and one must be pulled from another client
Why are employee medical documents stored separately from their main personnel files?
While it is sometimes appropriate or necessary for a direct supervisor to see some personnel records, there is rarely a reason for them to see Medical Records. AND The ADA and FMLA require that medical records be stored separately.
What is a consensus?
agreement among the members of a group
Indemnity Insurance
also known as a fee-for-service. under this plan, the services that are paid for are listed in the policy and payments are based on the physicians charge for the service. there are no restrictions as to the physicians or hospital the beneficiaries may use and pre-approval of medical visits are not required. Each yr the beneficiary must meet a deductible, after which the benefit may cover for all or part of the charge. Usually a co-insurance for each service applies
What are 3 most common canine conditions?
ears, skin allergies, hotspot
Employee performance reviews
have clarity about goals and direction, address team member accomplishments, address concerns over policy and procedures
What is the definition of Emotional Intelligence?
the capacity for recognizing our own feelings and those of others, for motivating ourselves, and for managing emotions well in ourselves and in our relationships
What are the 3 most common feline conditions?
urinary, gastritis, renal
What are 2 theories of effective management?
x Directive: task oriented y Supportive: people oriented
