Name of Institution

Veterinary
Practice
Manager
Certificate, Upper Division,
UG

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Program Name:
Veterinary Practice Manager

Program Description:
The Veterinary Practice Manager provides supervision and training in the management of business
activities of a veterinary practice. Emphasizing organizational skills, legal and ethical values, staff and
service evaluation, financial management and general office procedure, the courses are designed to
develop knowledge in the technical and practical areas in the operation of a veterinary practice.

Degree Type: Certificate

Degree Level Upper Division, UG

Program Mission Statement:

The Veterinary Practice Manger Program seeks to provide veterinary practitioners with the
knowledge and understanding necessary to manage and lead the functions of a successful
veterinary practice.

Program Vision Statement:

The Veterinary Practice Manger Program seeks to provide veterinary practitioners with the
knowledge and understanding necessary to manage and lead the functions of a successful
veterinary practice through a dynamic, interactive, and assessment-driven online learning
experience.

Target Audience
This program is designed for professionals who are already working in veterinary practice in
some capacity and seek to expand their role into the functional management of the
organization.

Program Validation:
[Link]

Program Outcomes :
To successfully complete this program, graduates will be expected to demonstrate the following
competencies:

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Human Resources— Recruit, develop staff training, evaluate staff performance, implement employment policies
and procedures, mediate all personnel problems, maintain staff motivation in an environment conducive to learning
and productivity.
Law & Ethics - Review, develop, oversee and practice all policies, rules and regulations in compliance with local,
state and federal laws and regulatory agencies.
Marketing – Analyze and understand the principles of marketing, promotion, publication and management of
website and social media
Organization of Practice- Develop and implement strategies, maintain inventory systems and equipment, oversee
client activities and oversee the facility to ensure safe and efficient work environment.
Financial – Review, analyze, prepare, develop, and implement financial/budgetary reports and banking transactions.

Organizational Values Program Outcomes

Human Resources— Recruit, develop staff training, evaluate
staff performance, implement employment policies and
procedures, mediates all personnel problems, maintain staff
motivation in an environment conducive to learning and
productivity.
Law & Ethics - Review, develop, oversee and practice all policies,
rules and regulations in compliance with local, state and federal
laws and regulatory agencies.
Marketing – Analyze and understand the principles of
marketing, promotion, publication and management of website
and social media
Organization of Practice- Develop and implement strategies,
maintain inventory systems and equipment, oversee client
activities and oversee the facility to ensure safe and efficient
work environment.
Financial – Review, analyze, prepare, develop, and implement
financial/budgetary reports and banking transactions.

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Table 2
Program Outcomes Articulated with Learning Objectives

Program Outcomes Program Learning Objectives

Human Resources— Recruit, develop staff 1. Arrange the recruiting, interviewing and hiring of staff
training, evaluate staff performance, 2. Manage training and development (including safety
implement employment policies and training)
procedures, mediates all personnel 3. Prepare scheduling
problems, maintain staff motivation in an 4. Manage daily work assignments
environment conducive to learning and 5. Conduct staff meetings
productivity. 6. Conduct employee performance reviews
7. Mediate internal disputes
8. Employ Discipline and discharge employees
9. Manage employee benefit programs
10. Maintain confidential employee records
11. Create and update job descriptions/manuals
Law & Ethics - Review, develop, oversee 1 .Identify and review procedures, rules and relations of
and practice all policies, rules and Regulatory Agencies
regulations in compliance with local, state 2. Interpret and practice Ethics associated with veterinary
and federal laws and regulatory agencies. management and care of animals.
3. Know Contract Law
4. Review and practice Employment/Labor Laws
5. Exercise and protect confidentiality
Marketing – Analyze and understand the 1. Prepare and promote Internal/External Marketing and
principles of marketing, promotion, Public Relations
publication and management of website 2. Provide Client Services
and social media 3. Provide and promote Client Education
Organization of Practice- Develop and 1. Organize Inventory
implement strategies, maintain inventory 2. Manage Equipment & Maintenance
systems and equipment, oversee client 2. Adhere to Medical Record Standards and Compliance
activities and oversee the facility to ensure 4. Display knowledge of technology Systems and Policies
safe and efficient work environment.
Financial – Review, analyze, prepare, [Link] Practice and Financial reports
develop, and implement [Link] payroll
financial/budgetary reports and banking [Link] A/R and A/P
transactions. [Link] budgeting and long-range planning
[Link] and enforce client credit policies
[Link] fee analysis
[Link] daily and monthly banking procedures
[Link] chart of accounts

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[Link] imprested petty cash account

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Table 3
Distribution of Learning Objectives into Courses
Number Name Description
VPM001 Employee and Staff This course will review the personnel and organizational procedures in a
Management veterinary office. Topics include recruiting, training and staff development.
To successfully complete this course, the student will demonstrate the ability
to:
1. Arrange the recruiting, interviewing and hiring of staff
2. Manage training and development (including safety training)
3. Prepare scheduling
4. Manage daily work assignments
5. Conduct staff meetings
VPM002 Employee This course will appraise and develop personnel and organizational
Performance and procedures to improve employee performance. Topics include employee
Improvement performance review, mediation, employee benefits, records and
disciplinary actions.
To successfully complete this course, the student will demonstrate the ability
to:
6. Conduct employee performance reviews
7. Mediate internal disputes
8. Employ Discipline and discharge employees
9. Manage employee benefit programs
10. Maintain confidential employee records
11. Create and update job descriptions/manuals

VPM003 Workplace This course will identify and explain the laws and ethics governing
Regulation veterinary management practices. Topics include drug enforcement laws,
hospital and safety violations and accident report, confidentiality,
harassment, discrimination and medical and health insurance.
To successfully complete this course, the student will demonstrate the ability
to:
1 Identify and review procedures, rules and relations of Regulatory Agencies
including:
▪ OSHA/ OSHA Right To Know
▪ DEA
▪ FDA
▪ Familiarity with state, local agencies
▪ Monitor hospital violations/dangerous situations
▪ Familiarity of state safety regulations
▪ Document/report accidents, file appropriate reports
2 Interpret and practice Ethics associated with veterinary management and
care of animals including:
▪ AVMA code of ethics
▪ CVPM code of ethics

VPM004 Legal Issues of This course will identify and review legal and ethical issues of employment
Employment in an organization. Topics include employment/labor laws, sexual
harassment, Family and Medical leave, Worker’s Compensation and Age
Discrimination, Fair Labor Standards act and Disabilities Act.
To successfully complete this course, the student will demonstrate the ability
to:

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 3. Identify and practice Contract Law
▪ associate / staff
▪ client
4. Review and practice Employment/Labor Laws
▪ Fair Labor Standards Act
▪ Civil Rights Act of 1964
▪ Sexual Harassment
▪ Pregnancy Discrimination Act
▪ Americans with Disabilities Act
▪ Age Discrimination in Employment Act
▪ Family and Medical Leave
▪ Worker's Compensation

VPM005 Employee Benefits This course will review and put into practice the law, rules and regulations
set forth by the government and organization pertaining to employee
benefits. Topics include Federal Unemployment Tax Act, insurance,
confidentially, Mental Health Parity Act and Polygraph Protection Act.
To successfully complete this course, the student will demonstrate the ability
to:
5.- Review Federal Unemployment Tax Act
▪ Employment Retirement Income Security Act
▪ Consolidated Omnibus Budget Reconciliation Act-COBRA
▪ Review Health Insurance Portability and Accountability Act (HIPPA)
▪ Understand Mental Health Parity Act
▪ Enforce Employee Polygraph Protection Act
▪ Display required Department of Labor posters and post strategically
6. Exercise and protect confidentiality
▪ staff
▪ client
▪ patient

VPM006 Marketing This course will illustrate different marketing strategies and the
Development management of client services in a veterinary office. Topics include
advertisements, client retention, complaints, client education and
questionnaires.
To successfully complete this course, the student will demonstrate the ability
to:
1. Prepare and promote Internal/External Marketing and Public Relations
▪ manage brochure production/distribution
▪ place ads in publications
▪ manage website
2. Manage vendor relationships where needed for specific plans /programs
3. Develop, implement and execute marketing plans and programs for veterinary office
4. Review business opportunity and develop tools and training materials

VPM007 Client Resource This course will organize and control the client service activities to ensure
Management continuing education and client satisfaction in the work place. Topics
include client retention, questionnaires/surveys, and training.
To successfully complete this course, the student will demonstrate the ability
to:
1. Provide Client Services

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 ▪ Monitor client retention
▪ Set up/ maintain new client CRM (Client Resource Management) system
2. Maintain and update client records
▪ Handle client complaints
▪ Obtain/report client feedback on service
▪ Respond to client questions
▪ Manage vaccine/check up reminder routine
3. Provide and promote client education
▪ Compare and select Pet insurance
▪ Create Weight Management program
4. Prepare and administer medication
▪ Review and apply Preventative Care measures
▪ Dental Care
▪ Osteoarthritis
▪ Other
5. Support clients through the process of grieving pet loss
• Stages of grief
• Separation and loss
• Emotions of Pet loss
• Creating a memorial
6. Provide Client Services
▪ Monitor client retention
▪ Set up/ maintain new client CRM (Client Resource Management) system

VPM008 Practice This course will identify and discuss organizational practices in the
Management application of standards, polices, procedures, maintenance of record and
equipment. Topics include inventory system, medical record standard and
compliance, insurance and technology systems and polices.
To successfully complete this course, the student will demonstrate the ability
to:
1. Organize Inventory
▪ maintain appropriate inventory system including controlled
substance ordering, tracking, security, destruction
▪ order and track purchase invoices for drugs, uniforms, equipment
2. Manage equipment & maintenance
▪ assure insurance coverage of hospital and equipment
▪ set up contract for repair/maintenance of equipment, building,
grounds
▪ monitor protocols for daily facility maintenance
3. Adhere to Medical Record Standards and Compliance
4. Display knowledge of technology Systems and Policies
▪ establish liaison to Professional Services
▪ implement hospital policies/procedures/Risk Management

VPM009 Financial This course will outline basic accounting principles and procedures. Topics
Management include financial reports, payroll, banking procedures, credit policies and
budgeting and long-range planning.
To successfully complete this course, the student will demonstrate the ability
to:
[Link] Practice and Financial reports
[Link] payroll

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 [Link] A/R and A/P
[Link] budgeting and long-range planning

VPM010 Billing and This course will oversee and maintain monetary transactions in compliance
Collections with banking and accounting polices and procedures. Topics include credit
policies, banking procedures and petty cash account.
To successfully complete this course, the student will demonstrate the ability
to:
[Link] and enforce client credit policies
[Link] fee analysis
[Link] daily and monthly banking procedures
[Link] chart of accounts
[Link] imprested petty cash account

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Prior Learning Assessment Rubric
Program Outcomes Assessment Criteria Demonstration Demonstration Demonstration Demonstration
Level 1 Level 2 Level 3 Level 4
Human Resources Arrange the recruiting, interviewing and Does Not Demonstrates Demonstrates Demonstrates
Recruit, develop staff training, hiring of staff Demonstrate knowledge of the ability to the ability to
evaluate staff performance, Manage training and development (including knowledge of this use and apply use and apply
implement employment policies safety training) this competency this this
and procedures, mediates all Prepare scheduling competency. only. competency in competency to
personnel problems, maintain staff Manage daily work assignments a professional unusual or
motivation in an environment Conduct staff meetings setting. unanticipated
conducive to learning and Conduct employee performance reviews circumstances.
productivity. Mediate internal disputes
Employ Discipline and discharge employees
Manage employee benefit programs
Maintain confidential employee records
Create and update job descriptions/manuals
Law and Ethics Does Not Demonstrates Demonstrates Demonstrates
Identify and review procedures, rules and
Review, develop, oversee and Demonstrate knowledge of the ability to the ability to
relations of Regulatory
practice all policies, rules and knowledge of this use and apply use and apply
Interpret and practice Ethics associated with
regulations in compliance with this competency this this
veterinary management and care of animals.
local, state and federal laws and competency. only. competency in competency to
Know Contract Law
regulatory agencies. a professional unusual or
Review and practice Employment/Labor Laws
setting. unanticipated
Exercise and protect confidentiality
circumstances.
Marketing Prepare and promote Internal/External Does Not Demonstrates Demonstrates Demonstrates
Analyze and understand the Marketing and Public Relations Demonstrate knowledge of the ability to the ability to
principles of marketing, promotion, Provide Client Services knowledge of this use and apply use and apply
publication and management of Provide and promote Client Education this competency this this
website and social media. competency. only. competency in competency to
a professional unusual or
setting. unanticipated
circumstances.
Organization of Practice Organize Inventory Does Not Demonstrates Demonstrates Demonstrates
Develop and implement strategies, Manage Equipment & Maintenance Demonstrate knowledge of the ability to the ability to
maintain inventory systems and Adhere to Medical Record Standards and knowledge of this use and apply use and apply

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equipment, oversee client activities Compliance this competency this this
and oversee the facility to ensure Display knowledge of technology Systems and competency. only. competency in competency to
safe and efficient work Policies a professional unusual or
environment. setting. unanticipated
circumstances.
Financial Analyze Practice and Financial reports Does Not Demonstrates Demonstrates Demonstrates
Review, analyze, prepare, develop, Manage payroll Demonstrate knowledge of the ability to the ability to
and implement financial/budgetary Reconcile A/R and A/P knowledge of this use and apply use and apply
reports and banking transactions. Generate budgeting and long-range planning this competency this this
Establish and enforce client credit policies competency. only. competency in competency to
Compute fee analysis a professional unusual or
Oversee daily and monthly banking setting. unanticipated
procedures circumstances.
Maintain chart of accounts
Maintain imprested petty cash account

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Program Learning Outcomes Assessment Rubric
Program Outcomes Assessment Criteria Criteria Criteria Criteria Criteria Level 4
Level 1 Level 2 Level 3
Human Resources Arrange the recruiting, interviewing and Does Not Demonstrates Demonstrates Demonstrates
Recruit, develop staff training, hiring of staff Demonstrate knowledge of the ability to the ability to use
evaluate staff performance, Manage training and development knowledge this use and apply and apply this
implement employment policies (including safety training) of this competency this competency to
and procedures, mediates all Prepare scheduling competency. only. competency unusual or
personnel problems, maintain Manage daily work assignments in a unanticipated
staff motivation in an Conduct staff meetings professional circumstances.
environment conducive to Conduct employee performance reviews setting.
learning and productivity. Mediate internal disputes
Employ Discipline and discharge employees
Manage employee benefit programs
Maintain confidential employee records
Create and update job
descriptions/manuals
Law and Ethics Identify and review procedures, rules and Does Not Demonstrates Demonstrates Demonstrates
Review, develop, oversee and relations of Regulatory Demonstrate knowledge of the ability to the ability to use
practice all policies, rules and Interpret and practice Ethics associated knowledge this use and apply and apply this
regulations in compliance with with veterinary management and care of of this competency this competency to
local, state and federal laws and animals. competency. only. competency unusual or
regulatory agencies. Know Contract Law in a unanticipated
Review and practice Employment/Labor professional circumstances.
Laws setting.
Exercise and protect confidentiality
Marketing Does Not Demonstrates Demonstrates Demonstrates
Analyze and understand the Demonstrate knowledge of the ability to the ability to use
principles of marketing, Prepare and promote Internal/External knowledge this use and apply and apply this
promotion, publication and Marketing and Public Relations of this competency this competency to
management of website and Provide Client Services competency. only. competency unusual or
social media. Provide and promote Client Education in a unanticipated
professional circumstances.
setting.
Organization of Practice Organize Inventory Does Not Demonstrates Demonstrates Demonstrates
Develop and implement Manage Equipment & Maintenance Demonstrate knowledge of the ability to the ability to use

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strategies, maintain inventory Adhere to Medical Record Standards and knowledge this use and apply and apply this
systems and equipment, Compliance of this competency this competency to
oversee client activities and Display knowledge of technology Systems competency. only. competency unusual or
oversee the facility to ensure and Policies in a unanticipated
safe and efficient work professional circumstances.
environment. setting.
Financial Analyze Practice and Financial reports Does Not Demonstrates Demonstrates Demonstrates
Review, analyze, prepare, Manage payroll Demonstrate knowledge of the ability to the ability to use
develop, and implement Reconcile A/R and A/P knowledge this use and apply and apply this
financial/budgetary reports and Generate budgeting and long-range of this competency this competency to
banking transactions. planning competency. only. competency unusual or
Establish and enforce client credit policies in a unanticipated
Compute fee analysis professional circumstances.
Oversee daily and monthly banking setting.
procedures
Maintain chart of accounts
Maintain imprested petty cash account

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Program Portfolio Assessment Rubric
Program Outcomes Assessment Criteria Criteria Criteria Criteria Criteria Level
Level 1 Level 2 Level 3 4
Human Resources Arrange the recruiting, interviewing and Does Not Demonstrates Demonstrates Demonstrates
Recruit, develop staff training, hiring of staff Demonstrate knowledge of the ability to the ability to
evaluate staff performance, Manage training and development knowledge of this use and apply use and apply
implement employment policies (including safety training) this competency this this
and procedures, mediates all Prepare scheduling competency. only. competency competency to
personnel problems, maintain Manage daily work assignments in a unusual or
staff motivation in an Conduct staff meetings professional unanticipated
environment conducive to Conduct employee performance reviews setting. circumstances.
learning and productivity. Mediate internal disputes
Employ Discipline and discharge
employees
Manage employee benefit programs
Maintain confidential employee records
Create and update job
descriptions/manuals
Law and Ethics Identify and review procedures, rules and Does Not Demonstrates Demonstrates Demonstrates
Review, develop, oversee and relations of Regulatory Demonstrate knowledge of the ability to the ability to
practice all policies, rules and Interpret and practice Ethics associated knowledge of this use and apply use and apply
regulations in compliance with with veterinary management and care of this competency this this
local, state and federal laws and animals. competency. only. competency competency to
regulatory agencies. Know Contract Law in a unusual or
Review and practice Employment/Labor professional unanticipated
Laws setting. circumstances.
Exercise and protect confidentiality
Marketing Prepare and promote Internal/External Does Not Demonstrates Demonstrates Demonstrates
Analyze and understand the Marketing and Public Relations Demonstrate knowledge of the ability to the ability to
principles of marketing, Provide Client Services knowledge of this use and apply use and apply
promotion, publication and Provide and promote Client Education this competency this this
management of website and competency. only. competency competency to
social media. in a unusual or
professional unanticipated
setting. circumstances.
Organization of Practice Organize Inventory Does Not Demonstrates Demonstrates Demonstrates

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Develop and implement Manage Equipment & Maintenance Demonstrate knowledge of the ability to the ability to
strategies, maintain inventory Adhere to Medical Record Standards and knowledge of this use and apply use and apply
systems and equipment, oversee Compliance this competency this this
client activities and oversee the Display knowledge of technology Systems competency. only. competency competency to
facility to ensure safe and and Policies in a unusual or
efficient work environment. professional unanticipated
setting. circumstances.
Financial Analyze Practice and Financial reports Does Not Demonstrates Demonstrates Demonstrates
Review, analyze, prepare, Manage payroll Demonstrate knowledge of the ability to the ability to
develop, and implement Reconcile A/R and A/P knowledge of this use and apply use and apply
financial/budgetary reports and Generate budgeting and long-range this competency this this
banking transactions. planning competency. only. competency competency to
Establish and enforce client credit policies in a unusual or
Compute fee analysis professional unanticipated
Oversee daily and monthly banking setting. circumstances.
procedures
Maintain chart of accounts
Maintain imprested petty cash account

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Summative Program Learning Assessment Schedule

Product Evaluation Instrument When Population

Summative Assessed Administered Assessed
(Capstone, Portfolio, Dissertation, Thesis, etc.) Final semester,
Comprehensive Exam, etc.)

Outcome 1 Summative Rubric Fall Semester 08 Students in Final

Semester, etc.
Outcome 2 Summative Rubric
Outcome 3 Summative Rubric
Outcome 4 Summative Rubric
Outcome 5 Summative Rubric
Outcome 6 Summative Rubric
Outcome 7 Summative Rubric
Outcome 8 Summative Rubric
Outcome 9 Summative Rubric `
Outcome 10 Summative Rubric

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Formative Program Learning Assessment Schedule

Assignment Evaluation Instrument What Course Population

Formative Assessed assessed
(Course Project, Course Exam, etc.) (student-semester,
etc.)

Outcome 1 (Choose one learning objective for Course Learning Objective Rubric
each outcome to base the
formative assessment upon)
Outcome 2 Course Learning Objective Rubric
Outcome 3 Course Learning Objective Rubric
Outcome 4 Course Learning Objective Rubric
Outcome 5 Course Learning Objective Rubric
Outcome 6 Course Learning Objective Rubric
Outcome 7 Course Learning Objective Rubric
Outcome 8 Course Learning Objective Rubric
Outcome 9 Course Learning Objective Rubric
Outcome 10 Course Learning Objective Rubric

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