The Uncharted Veterinary Podcast

Is it possible to balance veterinary medicine and a life outside of work? In this episode of the Uncharted Podcast, Dr. Stephanie Goss and Dr. Lauren Jones discuss the all-too-common problem of the "nice vet" syndrome - the struggle of wanting to help everyone (clients, team members, and patients) while maintaining a healthy work-life balance. Dr. Jones, a practicing veterinarian and Director of Veterinary Medicine for Shepherd Veterinary Software, shares her personal experiences and insights on how to set boundaries, prioritize tasks, delegate effectively, and leverage technology to reclaim personal time without sacrificing patient care or team morale.This episode is a must-listen for veterinary professionals and practice leaders seeking practical strategies for combating burnout, improving work-life balance, and rediscovering the joy in veterinary medicine. Dr. Jones's expertise in practice management and technology, combined with her passion for empowering veterinarians, makes this episode a valuable resource for anyone looking to create a more sustainable and fulfilling career in the veterinary field. This episode is brought to you ad-free by Shepherd Veterinary Software!Unlock Success with an Uncharted Membership!As an Uncharted Member, you can consult colleagues on pressing issues, join free workshops like creating pay scales, and enroll your team leads in specialized summits. The Uncharted Veterinary Conference and Community has empowered veterinary professionals worldwide with essential leadership and communication skills. Our programs cover business strategy, conflict resolution, leadership, and culture management, ensuring impactful changes in your practice. Join our supportive, solution-driven community and transform your practice today! Get started at https://unchartedvet.com/membership.Upcoming events: unchartedvet.com/upcoming-events/All Links: linktr.ee/UnchartedVetDo you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

We've got a new office manager who's wondering, what education do I need now that I'm here? Veterinary medicine is a field of lifelong learning, and career paths can zig and zag in unexpected ways. In this episode of the Uncharted Veterinary Podcast, Stephanie Goss is joined by the dynamic Alyssa Mages, CVT, to discuss the many paths to leadership in the veterinary profession. Alyssa shares her inspiring journey, from marine biologist to veterinary technician to entrepreneur, highlighting the importance of continuous learning, mentorship, and embracing opportunities.Alyssa's unique path highlights the many ways veterinary technicians can leverage their clinical skills and experience to step into leadership roles. She emphasizes the importance of seeking out formal and informal learning opportunities, both within and outside of veterinary medicine. Additionally, Alyssa discusses the value of self-advocacy, vulnerability, and building a strong support network.This episode offers valuable insights for veterinary technicians aspiring to leadership positions and provides practical advice on navigating the transition. Alyssa's story is a testament to the diverse career paths available in veterinary medicine and the importance of continuous learning and self-advocacy. If you're a veterinary professional looking to grow and develop your leadership skills, this episode offers valuable insights and inspiration. Let’s get into this episode!Unlock Success with an Uncharted Membership!As an Uncharted Member, you can consult colleagues on pressing issues, join free workshops like creating pay scales, and enroll your team leads in specialized summits. The Uncharted Veterinary Conference and Community has empowered veterinary professionals worldwide with essential leadership and communication skills. Our programs cover business strategy, conflict resolution, leadership, and culture management, ensuring impactful changes in your practice. Join our supportive, solution-driven community and transform your practice today! Get started at https://unchartedvet.com/membership.Elevate Your Leadership at the Practice Manager Summit 2025!Join us on February 19, 2025, for a day packed with actionable insights to transform your management skills. With sessions like "Coaching a Struggling Team Member" by Amy Newfield and workshops on financial conversations, COGS, and defining your role, this event is designed to empower veterinary practice managers. Registration opens December 11, 2024—just $99 for members and $149 for non-members. Don’t miss this opportunity to grow your leadership toolkit and connect with peers. Register now and step into 2025 ready to lead!Upcoming events: unchartedvet.com/upcoming-events/All Links: linktr.ee/UnchartedVetDo you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

How do you get your team excited for the mundane, downtime tasks? In this episode of the Uncharted Podcast, Dr. Andy Roark and Stephanie Goss tackle a question from a veterinary practice experiencing a slowdown in appointments. Together they discuss the challenges of managing a veterinary team when business is slow, including maintaining team morale and motivation. They emphasize the importance of accepting the reality of the situation, adapting to change, and focusing on the practice's mission and purpose. If your veterinary practice is experiencing a slowdown, this episode offers valuable insights and actionable steps to help you navigate this challenge. Let's get into this episode!Boost Your Veterinary Leadership Skills! Looking to strengthen your leadership team and take your practice to the next level? Say hello to the Leadership Essentials Certificate—an engaging, on-demand program crafted just for veterinary leaders like you. With 8 CE hours packed into this course, you’ll gain practical tools to create a collaborative, high-performing team environment. Best of all, Uncharted members get it included in their membership! Whether you’re a practice owner, manager, or team lead, this is your chance to level up your leadership game and build a thriving practice. Don’t wait—start your journey today: https://unchartedvet.com/certificates/Coming Soon: Uncharted’s Conflict Resolution Certificate! When drama strikes at your practice (hello, front vs. back clashes!), how does your team handle it? Conflict is inevitable—but with the right tools, it doesn’t have to be destructive. That’s why Uncharted is launching a brand-new Conflict Resolution Certificate! This program isn’t about dumping every issue on managers—it’s about empowering everyone on your team to navigate tricky conversations with confidence and positivity. Build better connections, foster teamwork, and transform conflict into growth opportunities. Curious? Head to www.unchartedvet.com/conflict to sign up for updates and be the first to know when it drops.Upcoming events: unchartedvet.com/upcoming-events/All Links: linktr.ee/UnchartedVetDo you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

Do you feel overwhelmed by the challenges of running a successful veterinary practice? You're not alone. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark talks with Rhys Giannarelli, a dedicated practice owner who runs two thriving veterinary clinics. Rhys shares his inspiring story of overcoming common obstacles like operational inefficiencies, team disengagement, and financial pressures. He'll reveal the practical strategies he's used to transform his clinics into models of success, offering actionable insights for veterinary practice owners and managers. Whether you're just starting out or looking to take your practice to the next level, this episode is packed with valuable takeaways. Tune in and discover how you can create a thriving veterinary practice that delivers exceptional care to your patients and fuels your passion for animal health. This episode is brought to you ad-free by Innovative Veterinary Management Solutions.Exclusive Offer from Rhys Giannarelli & Innovative Veterinary Management Solutions! Ready to elevate your veterinary practice? Rhys Giannarelli, founder of Innovative Veterinary Management Solutions, is here to help! If you're a practice owner who feels more like a business operator than a true business owner, or you find yourself constantly working in your business instead of on it, Rhys' system is exactly what you need. His 4-day workshop will help bring your vision to life, align your team, and get everyone on board with your long-term goals. With expertise across business strategy, leadership, and practice management, Rhys provides tailored support to meet your unique challenges. As a special offer for our listeners, enjoy a $500 discount when you connect through the show! Visit www.IVMSolutions.org to learn more and reach out to Rhys on LinkedIn at Innovative Veterinary Management Solutions. Rhys is always open to chat—whether it’s about practice growth or even a friendly conversation with your pet. Start your journey to a better practice today!Upcoming events: unchartedvet.com/upcoming-events/All Links: linktr.ee/UnchartedVetDo you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

Uh-oh, that new hire that seemed like a dream on paper turned out to be a bit of a nightmare in person! This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss dive deep into a relatable leadership challenge: what to do when a new team member isn't working out. They explore the importance of setting clear expectations, involving the team in the onboarding process, and providing constructive feedback. It's all about finding that balance between compassion and accountability, ensuring everyone gets a fair chance while maintaining a safe and positive work environment. Let's get into this episode!Build a Stronger Leadership Team!Ready to unlock new potential in your veterinary team? The Leadership Essentials Certificate offers a comprehensive on-demand program designed for veterinary leaders, featuring 8 hours of CE. This certificate program equips you and your team with the tools to create a high-performing, collaborative environment. For Uncharted members, it’s included in your membership, making now an ideal time to dive in and grow together! Whether you're a practice owner or team lead, elevate your practice's leadership game today. Start shaping a thriving future here: https://unchartedvet.com/certificates/Get Ready for Uncharted’s New Conflict Resolution Certificate!How do you teach your team to handle conflict? How do they talk through the tough stuff—the tiffs, the beefs, the classic front vs. back friction? This is one of the biggest questions we get asked, and after years of hard work, the Uncharted team is excited to bring you a brand-new certificate in the foundations of conflict resolution. This isn’t about managers solving every problem; it’s about empowering every team member to approach conflict in a healthy, productive way. Get ready to help your team build stronger connections, communicate confidently, and lean into positive conflict. We can’t spill all the beans yet, but head over to www.unchartedvet.com/conflict to sign up for updates. Be the first to know when it launches!Upcoming events: unchartedvet.com/upcoming-events/All Links: linktr.ee/UnchartedVetDo you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

Stephanie Goss and Bret Halishak discuss the challenges and opportunities for solo veterinary practice owners in an increasingly consolidated industry.

When the clinic schedule looks light, should the practice owner send techs home to save costs—even if it means stretching the remaining team thin? In this episode of The Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss dive into a manager’s dilemma: balancing payroll concerns with patient care and staff morale. They share actionable steps for addressing these staffing challenges head-on, including how to communicate with leadership, gather input from the team, and propose solutions that keep the clinic running smoothly. This is a must-listen for veterinarians, practice managers, technicians, and the whole veterinary team looking to tackle real-world workflow issues and support their clinic’s success. Let’s get into this episode!

Ever felt caught in the middle when it comes to practice finances? A practice manager wrote in, sharing their frustration with an owner who regularly draws large amounts of money from the business—leaving the practice struggling to cover bills and payroll. In this episode of the Uncharted Veterinary Podcast, Practice Management Super Nerd, Stephanie Goss and guest Dr. Sue Sayles dive into the tricky dynamics of managing practice finances when the owner’s withdrawals disrupt cash flow and this practice manager's morale. With 23 years of practice ownership under her belt, Dr. Sue has seen it all. She started out as a mixed-animal practitioner, then built a thriving small animal practice, growing it from $300k in revenue to over $2 million. She knows firsthand the challenges of balancing financial needs with business growth, and today she’s passionate about helping other practice owners and managers navigate these waters. Stephanie and Sue share actionable insights on how to structure tough financial conversations, establish trust, and support the owner’s goals while keeping the practice afloat. They discuss ways to approach sensitive topics, build financial systems that work for both parties, and ultimately foster a practice environment that supports everyone’s success—even when priorities don’t always align. If you’re looking to navigate the rough seas of practice finances and improve team morale, this episode is for you. Let’s get into this episode!

A practice manager struggles with managing a PTO policy that leads to team members overusing their time off early in the year. In this episode of the Uncharted Podcast, Dr. Andy Roark and practice management super nerd, Stephanie Goss help a practice manager having a hard time balancing their team's use of paid time off (PTO). The manager explains that they simplified PTO, lumping sick days and vacation time together to give their staff more autonomy. However, it’s backfired, leaving them frustrated as team members are either taking too much time off or asking for guidance on whether they should come in sick. Andy and Stephanie offer practical advice on how to set clear guidelines while maintaining a positive culture, how to establish boundaries without micromanaging, and how to approach the situation without becoming the "PTO villain." Let’s get into this episode!

Change can be scary to vet teams and getting their buy-in takes great skill. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark is joined by Dr. Jules Benson to discuss strategies for change management in veterinary practices. Dr. Benson brings over a decade of executive experience in the pet health insurance industry and a rich background in clinical practice and veterinary innovation. Together, they explore how veterinary teams can implement new tools to enhance communication with pet owners and improve the overall client experience. Dr. Benson shares his insights into using data and technology to transform veterinary practices, drawing from his expertise in strategic planning and leadership. The conversation focuses on gaining team buy-in, fostering trust, and motivating staff with purpose-driven initiatives. They emphasize the importance of patience, persistence, and positive reinforcement when leading change. Dr. Roark also reflects on his personal leadership evolution and the challenges of managing change in a way that resonates with veterinary teams. Throughout the discussion, they provide practical steps for setting clear expectations, tracking success, and creating a supportive culture. Let's get into this episode! This episode is brought to you ad-free by Nationwide Pet Insurance! LINKS

Should veterinary medicine introduce a mid-level practitioner role? With the landscape of veterinary care changing, there's a proposal in Colorado to create a Veterinary Professional Associate (VPA) role, sitting between licensed technicians and veterinarians. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss discuss the potential impact of expanding technician responsibilities and how this could redefine roles in general practice. What does this mean for access to veterinary care, the utilization of support staff, and the future of our profession? They explore the nuances of this issue, touching on staffing shortages, licensing, and the evolving structure of veterinary practices. Whether you're a veterinarian, practice manager, technician, or a passionate veterinary professional, this conversation is a must-listen as we navigate the possibilities and challenges ahead. Let’s get into this episode!

A medical director is having trouble navigating the balance between supporting paraprofessional staff in tech school and ensuring they have the necessary technical skills for their role. In this episode of the Uncharted Veterinary Podcast, Stephanie and Dr. Andy Roark discuss a specific scenario where a veterinary assistant, allowed to study on the clock, is struggling with skill development. The conversation turns into a thoughtful debate about trust, team expectations, and the challenges of leading a veterinary team with fairness and empathy. They explore how communication and adjusting expectations can prevent feeling like the "bad guy" while supporting staff in skill growth. Let's get into this episode!

A Practice Manager is struggling with younger team members' reactions to client disagreements. The leader is frustrated with the team’s hypersensitivity to client interactions, particularly around money and customer service, which is resulting in feedback that the practice feels cold and transactional. In this episode of the Uncharted Veterinary Podcast, Practice Management Super Nerd, Stephanie Goss and Dr. Andy Roark explore how to shift the team’s culture towards empathy and understanding, while also addressing issues of emotional intelligence, client interactions, and accountability. They emphasize the importance of avoiding generational stereotypes and focus on actionable strategies to create a supportive, client-centered environment. Let's get into this episode!

In this episode, Dr. Andy Roark and Stephanie Goss tackle a mailbag question from a technician struggling with negativity in their clinic, where team members have started complaining about clients after a recent workflow change. The hosts discuss how small behaviors like eye-rolling and client bashing can create a toxic work environment if left unchecked, especially when clients might overhear. They explore the importance of setting personal boundaries, leading by example, and addressing frustrations constructively to maintain a positive workplace culture. Tune in for practical strategies on how to approach tough conversations, support your team, and foster a respectful clinic atmosphere, all while protecting your own peace of mind.

A practice manager is frustrated by team members delaying lunches and taking disruptive trips to the breakroom, which leaves the afternoon understaffed and creates tension among the senior team. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Andi Davison tackle a challenging mailbag question: how to manage staff taking breaks, ordering food, and maintaining workflow. Dr. Roark and Andi break down how to approach this situation from a place of curiosity and empathy, exploring the reasons behind these behaviors while still maintaining boundaries and fairness. They share strategies on addressing break policies, fostering a positive work environment, and ensuring everyone feels supported while keeping operations running smoothly. Andi Davison has been on the wild ride of veterinary medicine since 2001, having started as a vet tech and eventually becoming the veterinary care manager at the University of Florida's large animal hospital. Alongside her veterinarian husband, Dr. Mike Davison, she opened Davison Veterinary Medicine, serving mixed-animal clients for nine years. Now, as a Positive Change Agent with Flourish Veterinary Consulting, Andi is committed to helping veterinary professionals thrive, drawing on her extensive experience to promote positive change in the industry. Tune in to learn how you can create a healthier work environment by approaching conflicts with kindness and setting clear, manageable expectations for your team

A manager with fantastic team leads—dedicated, hardworking, and aligned with the clinic’s mission—struggles to help these leads transition from being top team members to effective leaders who can manage and hold their peers accountable. In this episode of the Uncharted Veterinary Podcast, Andy and Stephanie break down the challenges of shifting from being "one of the team" to being the person responsible for enforcing standards and accountability. They explore why this transition can be so difficult and offer practical advice on how to empower your team leads, set clear expectations, and provide the right kind of support as they grow into their new roles. If you’ve ever promoted a team member to a leadership position and found they struggled with managing their former peers, this episode is packed with insights and strategies to help you and your team leads succeed. Let's get into this episode...

How do you manage staff anxiety about the upcoming schedule without turning away clients and compromising care? In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management super star, Stephanie Goss dive into a mailbag question that resonates deeply with many veterinary teams. A concerned manager writes in about their team’s growing habit of preemptively freaking out when they see a busy day ahead, leading to requests for limiting appointments and turning pets away, even though most days end up going smoothly. Stephanie Goss, with her extensive experience in practice management, and Dr. Andy Roark tackle this issue head-on, discussing the delicate balance between preparing for a busy schedule and maintaining a calm, productive work environment. They explore the common cognitive biases like catastrophizing and negativity bias that can exacerbate these fears and share actionable strategies for addressing these challenges. Together, they walk you through action steps that you can implement in your clinic to avoid this chicken little mentality. Let's get into this episode....

Are traditional expectations around resignations and job stability becoming outdated? A practice owner shares their concerns about the increasing trend of employees resigning via email or text and the prevalence of job-hopping on resumes. How can we navigate these changing norms without feeling out of touch? In this episode, Maria and Andy explore how to approach these issues with empathy and strategic thinking. They discuss practical steps for interviewing candidates with job-hopping histories, setting clear expectations during onboarding, and cultivating a workplace culture that encourages retention. Maria's deep understanding of leadership and her passion for helping others develop their skills make her the perfect guide for this conversation. Maria Pirita, a Certified Veterinary Practice Manager, Elite Fear Free Certified Veterinary Professional, and former hospital administrator, joins the conversation with her wealth of experience in veterinary medicine and leadership. Maria has spent over a decade in the field and over 20 years honing her leadership skills, making her an expert in helping veterinary leaders adapt to evolving workplace dynamics. Her background in veterinary marketing, team building, and positive work culture provides invaluable insights for addressing these modern challenges. For veterinary practice owners and managers facing the realities of today’s job market, this episode offers essential strategies for maintaining professionalism and respect while adapting to change. Join us as we tackle these critical issues with Maria’s expert guidance.

This practice owner is seeking guidance on how to help their team become more empathetic and flexible with clients who may not immediately agree with recommendations. In this episode, Stephanie Goss and Dr. Andy Roark tackle a common challenge faced by veterinary practice teams: how to improve emotional intelligence and client compassion when dealing with resistant or questioning clients. Stephanie and Andy dive into the root causes of this issue, discussing how mental exhaustion and frustration can lead to negative attitudes toward clients. They offer actionable strategies for creating a more compassionate and client-centered culture, including conducting reset meetings, fostering open communication, and implementing recognition programs for positive client interactions. Let's get into this episode... This episode is brought to you by DaySmart Vet. https://www.daysmart.com/vet/features/

A young practice manager is struggling to maintain the momentum and enthusiasm of a high-quality team that, after an initial burst of energy, has started to settle into complacency. Despite intentional efforts to create a strong culture, clear pay scales, and a supportive environment, the leadership team is finding it difficult to inspire the same level of excitement and growth-driven mindset among their staff. Dr. Roark and Stephanie dive into the complexities of team dynamics, the importance of patience in building trust and culture, and the challenges of sustaining motivation in a growing practice. They explore how to gauge whether a team's resistance is due to processing time, differing communication styles, or simply a need for clearer direction. Through personal anecdotes and practical advice, they offer insights into how leaders can align their vision with their team's enthusiasm. Let's get into this episode...