CVOM Job Task Analysis/Test Blueprint

I.    Leadership (exam weight 18%)

1. Provide strong leadership, guidance, and mentorship to subordinate staff.    
2. Alter leadership style to suit the needs of the situation.    
3. Provide feedback regarding staff needs to senior leadership.    
4. Implement policies, protocols, and standard operating procedures.    
5. Foster effective communication among hospital departments.    
6. Ensure alignment with the hospital's mission and vision.    
7. Apply critical thinking and problem solving to drive solutions to unique hospital issues.    
8. Lead staff meetings.    
9. Facilitate the roll-out of policies and procedures.    

II.    Administrative Management/Daily Operations & Organization of Practice (exam weight 32%)

A.  Administrative Management/Daily Operations

1. Participate in the daily administrative operations of the veterinary hospital.    
2. Assign tasks and delegate responsibilities.    
3. Coordinate staff scheduling.    
4. Coordinate scheduling, appointments, procedures, and flow of clients.  
5.  Provide feedback and assist senior leadership to increase the ability of the hospital to meet client needs based on available equipment, supplies, and staff.    
6. Manage the front desk and reception area, ensuring a welcoming environment.    
7. Monitor wait times and patient flow to maintain efficiency.    
8. Handle phone calls, emails, and other forms of communication with clients or staff.    
9. Ensure records are up-to-date and accurate, including medical records, client information, and financial data.    
10. Participate in resolving operational issues or concerns that arise.    

B.  Inventory

1. Ensure the availability of necessary supplies for smooth hospital operations and report needs to the appropriate staff.    

C.  Equipment & Maintenance

1. Establish protocols for daily facility maintenance.    
2. Address any facility-related issues promptly and effectively.    
3. Ensure a clean, safe, and comfortable environment for patients, clients, and staff.    
4. Identify appropriate documentation of regulatory compliance of facility equipment.    

D.  Crisis and Emergency Management

1. Execute emergency response plans.    
2. Communicate to staff during critical situations.    

E.  Technology Systems and Policies

1. Ensure the security and confidentiality of electronic records and data.    
2. Train staff on the effective use of all software and systems.    

F.  Operational Efficiency/Continuous Improvement

1. Participate in optimization of hospital operations and workflows.    
2. Participate in implementation of new systems, workflows, or protocols to enhance practice operations.    
3. Identify opportunities for process improvement and operational efficiency.    
4. Streamline administrative and clinical processes.    
5. Collaborate with department heads to ensure smooth operations.    

G.  Quality Assurance

1. Monitor quality standards within the hospital and recommend changes.    
2. Implement quality assurance programs and performance indicators.    
3. Demonstrate awareness of veterinary regulations and licensing requirements.    
4. Demonstrate awareness of veterinary industry trends and best practices.    
5. Encourage ongoing education for staff members.    

III.    Human Resources, Staff Management, and Communication (exam weight 19%)

1. Participate in recruitment, interviewing, and hiring of support staff.    
2. Assist in staff training and professional development.    
3. Assist in employee performance reviews of support staff, provide feedback, and address issues.    
4. Communicate staff concerns and facilitate disputes/conflict resolution.    
5. Engage in regular communication with veterinarians and staff regarding hospital policies and procedures.    
6. Act as a liaison between hospital senior management and staff.    
7. Assist in discipline/discharge of employees.    
8. Monitor and report staff continuing education and licensure/certification requirements.    
9. Demonstrate understanding and respect for employee confidentiality.    

IV.    Law & Ethics(exam weight 10%)

A.  Regulatory Agencies, Laws, and Compliance

1. Demonstrate understanding the establishment of the Veterinary Client Patient Relationship (VCPR).    
2. Demonstrate understanding of concepts within safety laws and how they impact veterinary practice operations.    
3. Monitor hospital violations/dangerous situations.    
4. Document/report accidents, file appropriate reports.    
5. Implement and enforce policies and procedures that impact patient, client, and staff safety.    
6. Awareness of regulations for controlled substances.    

B.  Ethics

1. Demonstrate understanding of the VHMA code of ethics.    
2. Demonstrates familiarity with concepts surrounding Diversity, Equity, Inclusion, and Belonging (DEI&B).    

C.  Employment/Labor Law

1. Demonstrates familiarity with concepts surrounding hostile environment and discrimination laws.    
2. Demonstrates familiarity with concepts surrounding sexual harassment laws.    
3. Demonstrates familiarity with concepts surrounding labor laws.    
4. Demonstrates familiarity with concepts surrounding personnel selection and management laws.    
5. Demonstrates familiarity with concepts surrounding employee and consumer privacy laws.    

D.  Confidentiality

1. Awareness of staff records confidentiality requirements.    
2. Control client confidentiality requests & requirements.    

V.    Marketing (exam weight 9%)

A.  Internal/External Marketing and Public Relations

1. Assist with advertising initiatives & strategies (e.g., website, blogs, social media, welcome bags, brochures, third party payment options, new clients, client retention).    

B.  Client Services

1. Handle client complaints.    
2. Respond to client questions.    
3. Obtain/report client feedback on service.    
4. Develop and manage client reminder system.    
5. Develop and maintain positive relationships with clients.    
6. Ensure exceptional customer service and client satisfaction.    

VI.    Financial (exam weight 12%)

1. Demonstrate understanding of basic financial concepts.    
2. Demonstrate understanding of basic budgeting concepts.    
3. Manage invoice accuracy.    
4. Coordinate with accounting for financial reporting.    
5. Manage timecards and adjustments.    
6. Demonstrate awareness of payroll costs and adjusting scheduling accordingly.    
7. Process client transactions and billing.    
8. Establish and enforce client credit policies.    
9. Provide feedback to leadership on fees and fee schedule.    
10. Reconcile daily transactions.    
11. Suggest improvements for strategies to optimize revenue and control expenses.    
12. Communicate to staff how actions impact practice financially.