HRT 390 Test 2
6 steps of budgeting ------- ✔ CORRECT ANSWER ✓✓1. Determining desired financial results. 2.
Analysis of financial statements.
3. Normalizing revenue and expenses.
4. Budgeting revenue.
5. Budgeting expenses.
6. Combining budgeted revenue and expenses.
7. Adjustments.
What should the frequency of staff meetings be? ------- ✔ CORRECT ANSWER ✓✓On a regular
basis- once a month or once a quarter.
Common sizing ------- ✔ CORRECT ANSWER ✓✓When expenses are stated as a percentage of
gross revenue.
Formula for number of lost clients per year ------- ✔ CORRECT ANSWER ✓✓Active clients last
year + new clients this year - active clients this year
Pregnancy Act of 1978 ------- ✔ CORRECT ANSWER ✓✓Discrimination on the basis of pregnancy,
childbirth or related medical conditions constitutes unlawful sex discrimination under the civil
rights act. Women affected by pregnancy and related conditions must be treated the same as
other applicants and employees on the basis of their ability or inability to work. An employer
may not take the fetal welfare into account when deciding whether to permit a pregnant
employee to remain on the job.
Contingency plans address what four areas? ------- ✔ CORRECT ANSWER ✓✓Mitigation,
preparation, response, recovery
,Active Income ------- ✔ CORRECT ANSWER ✓✓Income generated directly by the veterinarian.
Another name for Hazard Chemical Standard (HCS) ------- ✔ CORRECT ANSWER ✓✓Right to
Know - regulation designed to ensure that workers exposed to chemicals are adequately
informed of the dangers of their jobs and what precautions they must take to protect
themselves prior to exposure.
Examples of passive income ------- ✔ CORRECT ANSWER ✓✓Radiography, dentistry, lab
diagnostics
Economic Order Quantity (EOQ) ------- ✔ CORRECT ANSWER ✓✓Mathematical model that finds
the Optimum order quantity by determining the point at which inventory ordering and holding
costs are minimized.
Customer experience management ------- ✔ CORRECT ANSWER ✓✓A proactive process of
creating an experience that is positive and memorable.
Customer relation management ------- ✔ CORRECT ANSWER ✓✓A proactive process of
gathering data about client preferences and activities to better target our services and products
to client needs.
6 Cs of client relationship management ------- ✔ CORRECT ANSWER ✓✓1. Consistency
2. Compassion
3. Customer service
4. Convenience
5. Competence
6. Cost
,3 Rs of client retention ------- ✔ CORRECT ANSWER ✓✓1. Recall
2. Reappointment
3. Reminder
Veterinary staff ratio, veterinary production, team member production and staff payroll
percentages are 4 of the Key Factors involved in considering when to hire, what is the 5th Key
Factor? ------- ✔ CORRECT ANSWER ✓✓Hospital work flow.
[blank] refers to the degree to which the test actually measures what it claims to measure. ------
- ✔ CORRECT ANSWER ✓✓Validity
A pre-adverse action letter should be used when? ------- ✔ CORRECT ANSWER ✓✓When
considering not hiring a candidate due to details in a pre-employment background check.
[blank] is the planned and executed process of welcoming, orienting and training a new
employee. ------- ✔ CORRECT ANSWER ✓✓Onboarding
When it comes to individual development plans; what are the 3 main details that should be
addressed? ------- ✔ CORRECT ANSWER ✓✓development, training and career management
The foundation of successful Individual Development Plans consist of creating a team culture
where coaching is expected and appreciated. True or False ------- ✔ CORRECT ANSWER ✓✓False
- establishing a learning environment and a practice culture where training is a continuous event
for all employees is the foundation of this program.
What type of scheduling makes the best possible use of the facility space and team? ------- ✔
CORRECT ANSWER ✓✓Dense
, Regarding the practice client schedule; what is the definition of emergency. ------- ✔ CORRECT
ANSWER ✓✓Where no doctor is immediately available and one must be pulled from another
client.
In Dense scheduling; how long are the appointments for wellness care? ------- ✔ CORRECT
ANSWER ✓✓15 minutes
What are the 4 R's of team management? ------- ✔ CORRECT ANSWER ✓✓Responsibility -
denotes a duty or obligation a team member is expected to uphold.
Respect - consideration or esteem given to another person
Rapport - a mutual trust or emotional relationship that exists among team members.
Recognition - is achievement.
When it comes to management of daily work assignments [blank] and [blank] are the keys to a
successful veterinary practice. ------- ✔ CORRECT ANSWER ✓✓delegation and empowerment
The benefits of cross training include: ------- ✔ CORRECT ANSWER ✓✓Employee knowledge of
the practice as a whole, and the roles of others in the practice. When team members are ill or
absent, client service and wait times do not have to decline. Places another level of employee
accountability into the system, helping to reduce he occurrence of fraud and theft.
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. True or False. ------- ✔ CORRECT ANSWER
✓✓False - well done staff meetings raise practice benchmarks, thereby providing for total
quality management, increased profits and improved compliance with staff recommendations
and client acceptance.
6 steps of budgeting ------- ✔ CORRECT ANSWER ✓✓1. Determining desired financial results. 2.
Analysis of financial statements.
3. Normalizing revenue and expenses.
4. Budgeting revenue.
5. Budgeting expenses.
6. Combining budgeted revenue and expenses.
7. Adjustments.
What should the frequency of staff meetings be? ------- ✔ CORRECT ANSWER ✓✓On a regular
basis- once a month or once a quarter.
Common sizing ------- ✔ CORRECT ANSWER ✓✓When expenses are stated as a percentage of
gross revenue.
Formula for number of lost clients per year ------- ✔ CORRECT ANSWER ✓✓Active clients last
year + new clients this year - active clients this year
Pregnancy Act of 1978 ------- ✔ CORRECT ANSWER ✓✓Discrimination on the basis of pregnancy,
childbirth or related medical conditions constitutes unlawful sex discrimination under the civil
rights act. Women affected by pregnancy and related conditions must be treated the same as
other applicants and employees on the basis of their ability or inability to work. An employer
may not take the fetal welfare into account when deciding whether to permit a pregnant
employee to remain on the job.
Contingency plans address what four areas? ------- ✔ CORRECT ANSWER ✓✓Mitigation,
preparation, response, recovery
,Active Income ------- ✔ CORRECT ANSWER ✓✓Income generated directly by the veterinarian.
Another name for Hazard Chemical Standard (HCS) ------- ✔ CORRECT ANSWER ✓✓Right to
Know - regulation designed to ensure that workers exposed to chemicals are adequately
informed of the dangers of their jobs and what precautions they must take to protect
themselves prior to exposure.
Examples of passive income ------- ✔ CORRECT ANSWER ✓✓Radiography, dentistry, lab
diagnostics
Economic Order Quantity (EOQ) ------- ✔ CORRECT ANSWER ✓✓Mathematical model that finds
the Optimum order quantity by determining the point at which inventory ordering and holding
costs are minimized.
Customer experience management ------- ✔ CORRECT ANSWER ✓✓A proactive process of
creating an experience that is positive and memorable.
Customer relation management ------- ✔ CORRECT ANSWER ✓✓A proactive process of
gathering data about client preferences and activities to better target our services and products
to client needs.
6 Cs of client relationship management ------- ✔ CORRECT ANSWER ✓✓1. Consistency
2. Compassion
3. Customer service
4. Convenience
5. Competence
6. Cost
,3 Rs of client retention ------- ✔ CORRECT ANSWER ✓✓1. Recall
2. Reappointment
3. Reminder
Veterinary staff ratio, veterinary production, team member production and staff payroll
percentages are 4 of the Key Factors involved in considering when to hire, what is the 5th Key
Factor? ------- ✔ CORRECT ANSWER ✓✓Hospital work flow.
[blank] refers to the degree to which the test actually measures what it claims to measure. ------
- ✔ CORRECT ANSWER ✓✓Validity
A pre-adverse action letter should be used when? ------- ✔ CORRECT ANSWER ✓✓When
considering not hiring a candidate due to details in a pre-employment background check.
[blank] is the planned and executed process of welcoming, orienting and training a new
employee. ------- ✔ CORRECT ANSWER ✓✓Onboarding
When it comes to individual development plans; what are the 3 main details that should be
addressed? ------- ✔ CORRECT ANSWER ✓✓development, training and career management
The foundation of successful Individual Development Plans consist of creating a team culture
where coaching is expected and appreciated. True or False ------- ✔ CORRECT ANSWER ✓✓False
- establishing a learning environment and a practice culture where training is a continuous event
for all employees is the foundation of this program.
What type of scheduling makes the best possible use of the facility space and team? ------- ✔
CORRECT ANSWER ✓✓Dense
, Regarding the practice client schedule; what is the definition of emergency. ------- ✔ CORRECT
ANSWER ✓✓Where no doctor is immediately available and one must be pulled from another
client.
In Dense scheduling; how long are the appointments for wellness care? ------- ✔ CORRECT
ANSWER ✓✓15 minutes
What are the 4 R's of team management? ------- ✔ CORRECT ANSWER ✓✓Responsibility -
denotes a duty or obligation a team member is expected to uphold.
Respect - consideration or esteem given to another person
Rapport - a mutual trust or emotional relationship that exists among team members.
Recognition - is achievement.
When it comes to management of daily work assignments [blank] and [blank] are the keys to a
successful veterinary practice. ------- ✔ CORRECT ANSWER ✓✓delegation and empowerment
The benefits of cross training include: ------- ✔ CORRECT ANSWER ✓✓Employee knowledge of
the practice as a whole, and the roles of others in the practice. When team members are ill or
absent, client service and wait times do not have to decline. Places another level of employee
accountability into the system, helping to reduce he occurrence of fraud and theft.
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. True or False. ------- ✔ CORRECT ANSWER
✓✓False - well done staff meetings raise practice benchmarks, thereby providing for total
quality management, increased profits and improved compliance with staff recommendations
and client acceptance.
