National Receptionist Week only comes once a year, but the work receptionists do in veterinary medicine happens every single shift, every single call, every single difficult conversation at the front desk. This episode is dedicated to them.

I'm joined by Caitlin Palmer, veterinary receptionist, community builder, and member of the NAAVR President's Advisory Board. We talk about what the receptionist role actually demands, the emotional labor that goes largely unacknowledged, and why the profession keeps underestimating the people holding the front of the hospital together.

This is not a fluff episode about appreciating your front desk staff. It's a real conversation about imposter syndrome, career expectations, mental health, and what it looks like to build a professional identity in a role that a lot of people still treat as a stepping stone. Caitlin brings the kind of clarity and candor that this conversation has needed for a long time.

If you lead a team that includes receptionists, this one is required listening.

What we cover:

• The emotional toll of receptionist work and why it doesn't get named enough
• Imposter syndrome and career identity at the front desk
• What recognition actually looks like for this role versus what hospitals typically do
• The mental health dimension of client-facing work in veterinary medicine
• NAAVR, the President's Advisory Board, and what's being built for this community
• Training, certification, and the future of the receptionist role in vet med

If this resonates, share it with every hospital manager who has ever underestimated their front desk. Subscribe for more real talk on the operational and relational work of leading in veterinary medicine.

I'm Suzanne Thomas. This is Leading Veterinary Teams. Until next time, lead where you are. Even when it's uncomfortable. Especially when it's uncomfortable.

Chapters

• 00:00 The Role of Receptionists in Veterinary Medicine
• 07:51 Navigating Social Media and Work Persona
• 21:16 Recognition and Support for Receptionists
• 31:02 Supporting Receptionists in Veterinary Medicine
• 36:35 Recognizing the Emotional Labor of Receptionists
• 44:20 The Role of NAAVR and the President's Advisory Board
• 49:46 Empowerment and Recognition for Receptionists

Connect with Caitlin: @thedeskwench and @desk_wench across all platforms

Learn more about NAAVR: https://naavr.org/

Take the CLARITY Leadership Assessment (free, 14 questions)

Join the Leading Veterinary Teams Community

Get the book, From Competent to Capable: Available on Amazon in paperback, hardcover, and Kindle.

There's a distinction that most hospital leaders never make, and it's costing them constantly: being understaffed and running a model that structurally produces more work than it can sustain are not the same problem. They just feel identical from the inside.

In this episode, Suzanne breaks down what's actually driving the staffing and retention crisis in veterinary medicine, starting with the high-volume, fee-for-service model that most practices have inherited and never questioned. She gets into what lean staffing actually produces in practice (hint: it's not efficiency), why credentialed technicians are leaving even when pay isn't the issue, and what forward-thinking practices are doing differently.

You'll hear about structural models from human medicine and veterinary medicine, including Direct Primary Care, subscription-based care, VEG's people-first hospital design, and what Modern Animal built on the client communication side before the Chewy acquisition.

This is not a theoretical episode. Suzanne closes with four concrete things you can move right now, without rebuilding your entire business model.

If you're not sure whether your practice has a staffing problem or a model problem, the CLARITY Leadership Assessment was built to help you see exactly that. Fourteen questions, free, at LVT.vet.

All resources, links, and tools mentioned in this and all episodes are available here.

Find everything at the link below:

https://www.lvt.vet

stan.store/therealsuzannethomas

DISCLAIMER

A note before you listen: this episode references subscription-based care models and draws comparisons to how Direct Primary Care has been structured in human medicine. Sharing that context is not an endorsement. Suzanne is not saying subscription models are the right answer for veterinary practice. She is saying that veterinary medicine is actively looking at what human medicine has built, and that hospital leaders should understand what that looks like, why it's being considered, and what the implications are for staffing and team structure. Awareness is not advocacy. Know what's in the conversation so you can engage with it on your own terms.

What does emergency medicine teach us about leadership? More than most leadership books ever will.

In this episode of Leading Veterinary Teams On Air, Suzanne sits down with Dr. Brianna Tobin, small animal emergency veterinarian, shelter medicine advocate, birth doula, yoga practitioner, and the voice behind @emergencypetvet, to talk about what it actually takes to lead in one of the most high-stakes environments in veterinary medicine.

Brianna brings a perspective that is both clinically sharp and genuinely human. She shares how a rough internship with poor leadership shaped everything she wanted to become as a doctor, why psychological safety isn't just a nice-to-have in emergency medicine, and how trust between doctors, technicians, and assistants is the thing that holds a team together when a hit-by-car dog rolls in at 3am.

This one covers a lot of ground: the "sink or swim" myth in emergency medicine, why hierarchy is one of the most damaging things we've imported into veterinary hospitals, what real teamwork looks like in a code situation, how she navigates compassion fatigue without losing herself, and why she thinks the most important thing we can do for this profession is let people see it honestly.

She also shares why she started @emergencypetvet, what it means to lead without a title, and the one book that changed the way she thinks about meaning, resilience, and why we keep going when things get hard.

If you've ever been the person in the room who knew something was off but wasn't sure if you were allowed to say it out loud, this episode is for you.

Brianna's Book Recommendation: Man's Search for Meaning by Viktor Frankl — https://www.amazon.com/dp/0807014273

Connect with Dr. Brianna Tobin: Instagram: @emergencypetvet

Connect with Suzanne + Leading Veterinary Teams:

🐾 Join The Leading Veterinary Teams Community

🛒 For Resources, Consulting + More: stan.store/therealsuzannethomas

📊 Take the CLARITY Leadership Assessment:

Have a topic you'd love Suzanne to cover, or want to be a guest? Submit here: http://www.lvt.vet/podcast-questions

What do coaching, leadership, and veterinary medicine have in common? More than you might think!

In this March Madness episode of Leading Veterinary Teams On Air, Suzanne is joined by Athletic Conceptual Training Podcast host, coach, and hospital manager Ryan, along with cohost, RVT, and life coach Katelyn. The conversation moves between coaching, leadership, and the realities of working in veterinary medicine.

Drawing from both athletic coaching and veterinary practice, the group explores how many of the same leadership principles apply across fields. They talk about self-reflection, recognizing when something needs to change in your career or personal life, and the importance of having people around you who support growth rather than competition.

The discussion also touches on mental health in veterinary medicine, including the stigma around medication, the challenge of asking for help, and the importance of creating systems that support wellness for veterinary teams.

Suzanne, Ryan, and Katelyn share perspectives on leadership communication, feedback, and how workplace culture is shaped by everyday leadership behaviors. They also discuss mentorship, training, and the importance of building communities that elevate veterinary professionals rather than gatekeeping opportunities.

The episode blends humor, personal stories, and leadership insights while leaning into the slightly unpredictable energy of a March Madness conversation.

Chapters

• 00:00 Introduction to March Madness and Coaches
• 05:46 The Impact of Coaching and Training
• 11:30 Connecting Physical Training and Veterinary Medicine
• 16:38 Journey into the Darkness
• 22:13 Personal Wellness Journey
• 27:14 Overcoming Fear and Stigma
• 35:16 Creating a Positive Workplace Culture
• 50:18 Navigating Assumptions and Intentions
• 56:17 Elevating Veterinary Hospitals and Teams

Connect with Katelyn
IG @vetmedlifecoach

Connect with Ryan

IG, TikTok: @coachryan925

Subscribe to their Podcast:

Youtube.com/@coachryan925

Spotify

Katelyn's Favorite Books:

• Opps I Became a Manager - Amy Newfield
• Brene Brown - Dare to Lead
• Dr Becky Kennedy - Good Inside

Ryan's Favorite Books:

• Clifford the Big Red Dog (hehe)
• Oops I Became a Manager - Amy Newfield

Join the Leading Veterinary Teams Community

Have a topic you would love Suzanne to discuss or want to be a guest? Submit here:
http://www.lvt.vet/podcast-questions

This conversation with Geoffrey explores his journey into veterinary medicine, the importance of credentials, his transition into emergency medicine, and what inspired him to enter the field. Geoffrey shares why he chose to speak openly online about mental health, including the personal realization and courage it took to tell his story.

Together, Geoffrey and Suzanne discuss recognizing mental health struggles, taking personal responsibility, and using a multimodal approach to support wellbeing. The episode also examines leadership responsibility in creating psychologically safe workplaces, building a positive team culture, avoiding judgment, embracing vulnerability, and supporting growth even when it is uncomfortable.

Chapters
00:00 Introduction to Geoffrey
05:55 Reason for Sharing Online
15:23 Recognizing Mental Health Struggles
22:12 Multimodal Approach to Mental Health
29:07 Embracing Discomfort and Growth
35:43 Cultivating a Positive Work Environment
41:19 Effective Communication and Collaboration
49:20 Overcoming Fear and Sharing Vulnerability
58:48 Books and Resources for Personal Growth

Connect with Geoffrey
Instagram, TikTok: @aint.doin.right
YouTube: https://www.youtube.com/@aint.doin.right82

Join the Leading Veterinary Teams Community:
https://leading-veterinary-teams-community.mn.co/plans/1907700

Have a topic you would love Suzanne to discuss or want to be a guest? Submit here:
www.lvt.vet/podcast-questions

Some of Geoffrey’s Favorite Books

• Atomic Habits by James Clear
• Dare to Lead by Brené Brown
• Extreme Ownership by Jocko Willink
• Everything is F*cked by Mark Manson
• The Subtle Art of Not Giving a F*ck by Mark Manson

If you or someone you know is struggling with thoughts of suicide, mental health challenges, or substance use, support is available:

Immediate Support
988 Suicide and Crisis Lifeline
Call or text 988
Chat via 988lifeline.org

Crisis Text Line
Text HOME to 741741

Substance Use Support
SAMHSA’s National Helpline
1-800-662-HELP (4357)
findtreatment.gov

Veterinary Specific Support
Not One More Vet (NOMV)
notonemorevet.com

Not One More Vet Support Staff (NOMV Support Staff)
nomvsupportstaff.com

National Organization of Veterinary Nurses and Technicians (NOVN)
novnt.org

LGBTQ+ Support
The Trevor Project
Call 1-866-488-7386
Text START to 678678

Deaf or Hard of Hearing Support
Dial 711 then call 988
Videophone access is also available through 988

Subscribe to Leading Veterinary Teams On Air for conversations that challenge traditional leadership in veterinary medicine.

If this episode resonates, share it with a colleague, subscribe, and leave a review to help more veterinary leaders find the show.

In this episode of Leading Veterinary Teams on Air, Suzanne is joined by Dr. Desmond Coates, a practicing veterinarian and medical director in Mason, Ohio, who stepped into leadership just a few years after graduating vet school in 2022. Dr. Coates shares how his Uncle Brian inspired both his love of animals and his commitment to mentorship, and how early leadership experiences in college, vet school’s Veterinary Leadership Experience (VLE), and associate practice shaped his service-based view of leadership. Together, they explore what it means to lead with attention, build trust, and create psychological safety while still holding people accountable. Dr. Coates discusses the importance of self-reflection, consistency, follow-through, and asking for feedback, emphasizing that teams don’t expect perfection—they expect accountability. He shares communication strategies drawn from books like Crucial Conversations, Crucial Accountability, Never Split the Difference, and Stories That Stick, including entering hard conversations calmly, saying the “quiet part” out loud, and using curiosity-driven prompts like “What do you mean by that?” and “Tell me more.” Dr. Coates also reflects on repairing relationships after missteps, the strengths and challenges of early-career leadership, and how he integrates clinical diagnostic thinking with leadership problem-solving. He highlights delegation, empowering teams, and strong technician utilization as key to sustainability, describing technicians as leaders who should be trusted and utilized to the full degree of their training and licensure. Finally, he shares his view that avoidance is a root driver of burnout and cultural decline in veterinary medicine, and encourages leaders to lean into discomfort, address issues early, and seek mentorship and a strong leadership network. Dr. Coates recommends Crucial Conversations as the one book every leader should read and invites listeners to connect with him on LinkedIn.

🌟 Connect with Dr Coates
LinkedIn: / desmond-xavier-coates-dvm-802595123

🎧 Subscribe to Leading Veterinary Teams On Air for real talk, tactical tools, and conversations that challenge the old-school way of leading in vet med.

And if this episode resonates, share it with a colleague, Subscribe, and leave a review — it helps more veterinary leaders find the show and join the movement toward a more inclusive and empowered profession.

In this episode, I sit down with Kristin Lake, a credentialed veterinary technician with extensive experience in emergency and critical care, to talk about something that hits close to home for so many in our field — moral distress and moral injury in veterinary medicine.Kristin shares how these experiences often show up in practice, how they differ from burnout, and what leaders can do to help their teams process and prevent moral injury. We dig into real-life examples, the emotional toll of tough cases, and the importance of debriefing as a leadership tool — not just to support team wellbeing, but to build trust and psychological safety across the hospital.We also explore how financial constraints and systemic challenges contribute to moral injury, why technicians often carry a unique emotional weight, and how advocacy can be both empowering and exhausting.This is a powerful conversation for any leader who wants to understand the deeper “why” behind team fatigue — and learn how to lead through it with empathy, transparency, and action.What You’ll Learn in This Episode:The difference between moral distress, moral injury, and burnoutHow moral injury shows up in day-to-day veterinary practiceThe role of leadership in recognizing and responding to team distressWhy debriefing after difficult cases builds trust and resilienceHow to navigate the emotional toll of financial and ethical constraintsPractical ways to create psychological safety within your teamEpisode Chapters:00:00 Introduction to Moral Distress in Veterinary Medicine00:24 Meet Kristin Lake: Expertise and Experience02:20 Understanding Moral Injury vs. Burnout04:00 Real-Life Examples of Moral Distress10:35 Impact on Team Dynamics and Leadership15:44 Addressing Moral Injury: Solutions and Strategies23:51 Building Trust and Accountability in Leadership26:58 The Role of Technicians in Advocacy28:15 Balancing Emotions in Professional Advocacy31:53 Addressing Financial Constraints in Veterinary Care37:41 The Importance of Psychological Safety41:14 Recommended Reading for Veterinary Professionals44:24 Final Thoughts and ResourcesConnect with Kristin:LinkedIn: https://www.linkedin.com/in/kristinlake/Website: https://vetmedmathtutoring.com/🎧 Subscribe to Leading Veterinary Teams On Air for real talk, tactical tools, and conversations that challenge the old-school way of leading in vet med. If this episode resonates, share it with a colleague and leave a review — it helps more veterinary leaders find the show.

In this episode, I sit down with Alexandre Contreras, Vet Tech, Innovator, and Entrepreneur, whose path in veterinary medicine began with a childhood fascination and evolved into a career defined by creativity, resilience, and service.

From working in the kennels to launching his own dog massage therapy service, Dogapy, Alexandre has built a career that blends hands-on animal care with entrepreneurial spirit.

He’s the inventor of a pet nail trimming tool, Klip Trio, and the founder of PetTrio Charity, which supports animal welfare and educational initiatives in underserved communities.

In this episode we dive into how persistence and leadership have shaped his journey, the challenges and rewards of bringing big ideas to life, and how he balances professional goals with the responsibilities of being a single father.

What You’ll Learn in This Episode:

- How Alexandre grew from kennel work to launching multiple ventures in vet med

- The origin story behind his innovative pet nail trimming tool - KlipTrio

- How PetTrio Charity is creating opportunities for education and outreach

- The leadership lessons and mindset shifts that fuel his success

Connect with Alexandre:

www.kliptrio.com

www.pettriocharity.org

instagram.com/kliptrio

instragram.com/pettriocharity

www.linkedin.com/in/dogapy

🎧 Subscribe to Leading Veterinary Teams On Air for real talk, tactical tools, and conversations that challenge the old school way of leading in vet med.