Heidi Milano

Experience

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  Midtown Animal Hospital

  Apr 2001 - Nov 2004

  Office Manager/ Veterinary Assistant

  • Initiated patient exams, obtained and recorded previous medical history- Performed phlebotomy, catheter placement, and radiology- Assisted in surgery, perform dental prophy- Implemented a networked paperless office• Collaborated with multiple animal rescue organizations- Managed employee schedules, monthly staff meetings, CE dinners, and seminars- Conducted candidate interviews

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  Amboy Avenue Animal Hospital

  Nov 2004 - May 2007

  Office Manager & Veterinary Technician

  - Basic triage over phone & in-house- Collect & process samples for laboratory- Mediate client conflicts and payment plans- Developed outside events for promoting hospital- Raised funds for a rescue group & with Merial for Katrina’s animal survivors- Managed hospital inventory- Prepared bank deposits and weekly invoices for bookkeeper

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  People for Animals, Inc

  May 2007 - Dec 2009

  Manager at High Volume Spay & Neuter Clinic

  - Manage the design, marketing, promotion, delivery, and quality of programs and services.- Identify and implement the goals, objectives, methods, and resources necessary to accomplish the specific mission and programs of the organization (strategic direction planning, business planning, project planning, staff planning, etc.)- Implement clinic policies and procedures.- Encourage teamwork, assess, respect and address staff needs appropriately.- Keep staff informed of their job performance by conducting yearly evaluations.- Define and establish specific roles per each staff member when needed.- Maintained staff schedules.- Maintain inventory and ordered clinic supplies.- Participate on committees and special projects as assigned.- Provides direction and structure for medical staff.- Humane Education (Special Ed, Girls Scouts, etc.)- Oversee clinic volunteers Show less

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  RARITAN ANIMAL HOSPITAL

  Aug 2010 - now

  My role, in collaboration with the Medical Director, is to maximize the productivity, profitability and growth of the practice while maintaining our collaborative and engaging work environment. My commitment is to provide exceptional client service and excellent veterinary care to our loyal clients and their pets.- Oversee client care and ensure client loyalty by demonstrating and training exceptional client service- Operational oversight of our hospital, including leadership team of technicians, and receptionists- Financial oversight and business development of the practice including managing budget and key performance indicators- Responsible for personnel functions including recruiting, training/development, issue resolution and oversight of the performance evaluations for all staff- Involvement in all marketing and community outreach functions- Oversight of facility, inventory and equipment maintenance- Maintain good specialist and referral hospital relationships- Maintain compliance with all state and federal laws- Oversee 40+ employees across four locations Show less Client Care Representative of a busy 11 Doctor practice. - Trained to complete daily job functions at each of the three satellite out-patient clinics. - Triage phone calls and in person emergencies.- Medical and financial record management with full understanding of medical terms and procedures.- Promoting client compliance for the patients wellbeing- Pet insurance co-ordination- Provided excellent customer service with a solution driven attitude- Scheduling for four locations with a multiphone line system- Rebate and coupon organization and sales representative liason- Client education- Provide emotional support for grieving pet parents. Show less

  • Hospital Manager

    Aug 2012 - now

  • Client Care Representative

    Aug 2010 - Aug 2012