District Manager Onboarding

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We are excited to have you join our team as a new District Manager! This presentation is designed to walk you through important onboarding information to set you up for success!

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Welcome to Animal Dermatology Group!

We strive to bring a level of integrity and intention to every client and animal interaction we have.

Character

We pledge to provide honest and ethical service to our clients and animal companions.

Integrity

We are committed to treating our community and their animal companions with courtesy, dignity and understanding.

Respect

We value the human animal bond and we strive to enrich the lives of our clients and animal companions.

Compassion

We strive to be the leaders in education, innovation and advancement of knowledge in Veterinary Dermatology.

Pioneering

We promote an environment of communication, trust and efficiency to our clients and each other.

Teamwork

Our core values ground us in all we do here at ADG.

Core Values

TBD

• TBD
• Keith Hernandez
• Kyle Smith
• TBD
• Kacey Randall
• TBD

District Managers:

Southeast

Northeast

Central

West

Pacific Northwest

ADG Regions

• Regional Vice President

• District Manager

• Practice Manager

• Tech + Front Desk Supervisors

• Practice Supervisor

• Senior Practice Manager

VP of Operations

This diagram displays the various levels of operational leadership throughout the ADG organization.

Operational Leadership

Senior Practice Managers

Clinical

HR

You are here

Operations

4. VP of Operations

3. Director of Medical Operations+ Medical Director

3. Regional VP

3. VP of HR

3. HR Business Partner

Practice Managers

2. District Manager

Samantha Ridgeway

Practice Supervisors

Julianne Chen

Julia Moon

Andrew Rosenberg

Rusty Muse

Deena Winter

Chain of Advocacy

As a District Manager, you have a team who is ready to support you at any time! From Field Leadership to the Support Center, you can escalate any questions or concerns you may have. These chain of advocacy outlines the most common questions and who to contact. However, there are several support center team members who can assist should you need. Reach out to your direct manager for additional support team contacts!

Title here

+ ADG Handbook

• Name Badges can be ordered by filling out a copy of the attached form, then sending the form to Shannon Rosenkrantz.

• Contact Anne Mercado for:

• RAMP card support
• ADG Email
• Contact Regina Staszak for:
• FedEx Login

You will need to schedule a brief 10 minute call with Julia Moon within your first 72 hours to complete your I9. You will need two forms of identification to complete this form .

I9 Verification

• Julianne Chen on the HR team will assist with setting up Scrub Store accounts.

Scrubs + Name Badges

• Contact Julia Moon for:
• Practice Leader OneDrive Access
• Paylocity Questions + Support
• Staff Merit Workbooks
• Contact your Direct Manager for:
• Teams Channels access
• Applicable meeting invites

Files + Admin Support

All Practice Leaders (+ some DVMs) recieve laptops upon hire. Once you receive your laptop, you will contact helpdesk@adcmg.com and amercado@adcmg.com for your laptop access.

Laptop + Workstation

Information to get you started!

We bet you are itching to get started! After your first week in role, we will share an announcement with the organization about you joining the team! As an introduction to the ADG family, please share a brief bio with your direct manager so we can include fun facts about you with the team!

Day 1 Set-up

Week Three + Four

Week Two

• Coordinate + plan in-person team introductions
• Schedule 1:1s with Practice Leaders

• Complete onboarding courses + anti-harassment training
• Meet your teams - virtual introductions
• Calendarize recurrent meetings

Week One

• Day 1 Set-Up (logins + IT set-up)
• Support Center + Field Team Introductions
• ADG onboarding courses

Onboarding + Introductions

rVetLink

ADG Support Portal

VetCove

MVSO

Planful

ezyVet

SkyPrep

Paylocity

Each platform below plays a vital role to the clinic operations. Hover over each icon for a brief overview of the platform. Click each plus sign for additional support + contact information.

Platforms

Click each photo!

Business Development

Team Management & Development

Communication & Collaboration

Operational Management

DM Responsibilities

Click each photo!

Facilities Management

Compliance Management

Records Management

Front Office Management

Marketing Management

Financial Management

Patient Management

Staff Management

Please note: All responsibilites are an overview of a Practice Leader role. Some leaders may have addiditional responsibilities outside of this scope, based on practice size or be asked to complete stretch assignments to encourage growth and development.

Practice Leader Core Duties

4. Financial (AP)

5. Facilities + Equipment

3. Purchasing + Inventory

2. Technology

6. Clinical

1. Human Resources

Click the icon to listen.

Resources

• Payroll Guidelines
• Additional Payroll resources can be found in the resource center in the LMS.

• Family & Medical Leave (FMLA)

• State Notices

• Interview Best Practice Guide

Human Resources

Points of Contacts HR Business Partner: Julianne Chen - jchen@adcmg.com VP of Human Resources: Julia Moon - jmoon@adcmg.com

Compliance

• Workers' Compensation

Benefits + Leave

• 401k Information

Education

• Penn Foster

Additional Support

• 14 Effective Tips for Developing Employees

• Email Distribution List

• Please submit questions to the Help Desk: helpdesk@adcmg.com.

• Tips on how to Troubleshoot Technology

Technology

Points of Contacts Please submit all questions to: helpdesk@adcmg.com Technology questions are answered through the help desk email by Anne Mercado + Mike Moniz

Emails + Teams

Computer/Laptop

Security

• For Security Cameras + Panic Buttons questions/orders, please submit your inquiries to helpdesk@adcmg.com and Mike Moniz will assist.

Additional Support

• A course on CyberSecurity can be found in the 'Learning' Section of Paylocity.

• Food Returns

• Supplemental Inventory Guides

• Allergen Purchases

• VetCove Guide

• ADG Ordering Workflow

• Inventory Count 'How To' Guide (ezyVet)

Purchasing + Inventory

Points of Contacts Please submit all questions to: orders@adcmg.com Purchasing Manager (East): Lily Nguyen - lnguyen@adcmg.com Inventory + Purchasing Specialist (West): Destiny Senatus - dsenatus@adcmg.com Inventory Support: Kevin McLean - kmclean@adcmg.com

Inventory Processes

Inventory Counts

Returns/Damaged Products

• Reporting issues with Shipments

Additional Support

• Ordering with your RAMP card.

• AP Inquiries include:
• Invoicing Errors
• 3rd Party Invoicing Questions

• Billing Inquiries include:
• Invoices
• expense report checks
• petty cash
• ACVD donation forms

Financial

Points of Contacts Billing Inquiries: bills@adcmg.com Accounts Payable: ap@adcmg.com

Billing Inquiries

Accounts Payable Inquiries

Vendor Accounts

• When requesting a new vendor, please send all contact information to ap@adcmg.com. They will contact the vendor to set up the accout.

Additional Support

• End of Day Guide
• EOD Support: Justin McNeil - jmcneill@adcmg.com

• Requests >$500 require approval. Some examples include:
• Washers/Dryers
• HVAC
• New Equipment Purchases

• RAMP cards can be used for repairs <$500. Some examples include:
• Leaky faucets
• Lock Smith
• Vent cleaning

Facilities + Equipment Maintenance

Points of Contacts Your direct manager is the initial point of contact for all facilities and equipment questions/requests.

<$500 Repairs

>$500 Repairs

Vendor Contracts

• District Managers should be contacted for any potential vendor contracts.
• Please also see "Financial Resources" for more information.

Additional Support

• We always recommend you use preferred vendors. To learn more about preferred vendors, contact the Purchasing Specialist for your clinic.

• Managed by Dr. Kelly Keating - kkeating@adcmg.com.
• Order form + instructions can be found in the LMS Resource Center.

ADS (DermPath)

• Managed by Emily Shaw - eshaw@adcmg.com.

• Dr. Rusty Muse and Dr. Colleen Mendelson support ADG's Residency + Internship Programs.
• Additional information can be found in the LMS Resource Center.

Clinical

Points of Contacts Medical Director: Rusty Muse - rmuse@adcmg.com Medical Director of Operations: Andrew Rosenberg - arosenberg@adcmg.com

Residents

AIS (Immunotherapy)

Additional Support

• Every other month, our clinical leaders partner with preferred vendors to host a "State of the Art" lecture series.
• These recordings can be viewed by all associates on the LMS.

No KIDding about it - you completed this course!

Compliance Management

• Ensures all clinic staff understands and follows all OSHA regulations.
• Partners with DVMs to maintain controlled substance logs and reconcile discrepancies.
• Accountable for partnering with front desk staff to ensure PCI compliance for all payments.

All documentation should be completed and up to date. When requesting this documentation, BOTH Julia Moon and Regina Staszak should be cc'd and receive copies to keep on file.

Vendor Documentation Needed:

• Vendor completed W9
• Current Certificate of Insurance (COI)
• Current copy of their Workers' Compensation

Staff Management

• Oversees all clinic staff
• Accountable for staff scheduling
• Supports employee training + development
• Includes supporting with CE
• Conducts interviews and makes staff hiring decisions
• Responsible for employee performance management
• Annual Reviews
• Staff Merit Workbooks
• Disciplinary Actions
• Responsible for completing payroll timely and correctly

Front Office Management

• Ensures excellent customer service + relations at all touchpoints of a patient's visit.
• Establishes a process to ensure referral letters and all relevant communications/documentation are processed promptly.
• Accountable for appointment scheduling:
• Appts are appropriately booked by service type
• Supports positive working relationships between front desk and all clinic support staff.
• Coaches front desk staff on de-escalating client concerns and when the concern needs to be escalated to a manager.

Communication & Collaboration

• Fosters a collaborative and trusting relationship between the Support Team and clinics.
• Leads, directs, mentors and develops direct reports and high-potential indirect reports.

• Communicates and supports key initiatives impacting practice staff, translating organizational objectives into market and practice-specific action plans.

• Aligns on the right communications, explaining the 'why' on all change management initiatives.

• Works collaboratively with the ADG Support Team to develop solutions for escalated practice matters and helps to shape adoption and ensure effectiveness of resolutions.

Threats

• Plan and structure your communication.
• Prioritize and give visual weight to the main points.
• Define secondary messages with interactivity.
• Establish a flow throughout the content.
• Measure the results.

Opportunities

• Plan and structure your communication.
• Prioritize and give visual weight to the main points.
• Define secondary messages with interactivity.
• Establish a flow throughout the content.
• Measure the results.

Ordering with your RAMP card:

• Your RAMP card can be used for clinic purchases UNDER $500.
• All purchases should be submitted through the app with the appropriate receipts.
• For equipment + supplies over $500, you will need to contact your direct manager for review and approval.

Weaknesses

• Plan the structure of your communication.
• Prioritize and give visual weight to the main points.
• Define secondary messages with interactivity.
• Establish a flow through the content.
• Measure the results.

Team Management & Development

• Consistently assesses the engagement level of associates and takes a proactive approach to inspire a positive working atmosphere.
• Ensures a culture of self-development and contributes to the creation of a talent pipeline to support future organizational growth.
• In partnership with HR, responsible for hiring, training, performance coaching, and succession planning for practice management positions.
• Includes performance evaluations and regular feedback in 1:1 development sessions.
• Manages the execution of plans to achieve KPI performance objectives and budgetary guidelines.

Important Inventory Notes

• All orders will be placed through VetCove and approved by your assigned Purchasing Specialist.
• All Packing slips must be signed and include a received and posted date.
• Once this step has been completed, scan and file the packing slip in the corresponding file.

Records Management

• Ensures all client and patient records are maintained efficiently.
• Medical Records + Referrals
• Lab/Diagnostic Results
• Anesthesia + Sedation records
• Authorization Forms
• Ensures all controlled drug logs are properly maintained and reconciled regularly.

Patient Management

• Collaborates with all clinic staff to continuously assess and improve patient workflow:
• Patient Admission
• Hospitalization
• Discharges
• Mentors + supports staff in developing their technical skill set
• Collaborates with dermatologists to ensure consistent, quality patient care
• Ensures all patient records are complete and accurate
• Supports staff on the floor as needed/defined by the level of supervisory role

Facilities Management

• Establish processes (+/- cleaning schedule) to ensure the clinic is consistently cleaned and maintained.
• Partner with your District Manager to resolve building and facility concerns.
• Accountable for ensuring all equipment is regularly maintained.

All documentation should be completed and up to date. When requesting this documentation, BOTH Julia Moon and Regina Staszak should be cc'd and receive copies to keep on file.

Vendor Documentation Needed:

• Vendor completed W9
• Current Certificate of Insurance (COI)
• Current copy of their Workers' Compensation

Marketing Management

• Partner with District Manager to develop marketing strategy for the RDVMs + community.
• Establishes and maintains relationships with surrounding RDVMS.
• Introduces new Diplomates within the community.
• Remains aware of community events and fosters clinic participation + engagement where appropriate.
• Partners with Leads + Front desk support staff to ensure all collateral is utilized effectively with clients.

Operational Management

• Oversees day-to-day operations of selected practices.
• Maintains compliance and quality assurance based on all regulatory and industry guidelines.
• Ensures quality patient and customer service standards.
• Ensures clinics operate effectively and efficiently.
• Addresses and resolves escalated customer service issues.
• Advises practice leaders regarding labor issues including safety, security, scheduling, training, and protocols.

Financial Management

• Monitor key costs to ensure the clinic operates within budget
• COGS
• Labor
• Revenue
• Establishes a review process to ensure charges are captured and accurately reflected
• Partners with DM to review and understand the clinic's P&L
• Leads or assists in key financial management initiatives for the clinic + organization

Weaknesses

• Plan the structure of your communication.
• Prioritize and give visual weight to the main points.
• Define secondary messages with interactivity.
• Establish a flow through the content.
• Measure the results.

Business Development

• Support acquisitions and de novo practices into a seamless experience in joining ADG through the direction of the RVP.
• Collaborates with the Business Development and RVP to respond to merger and acquisition opportunities and to participate in related integration activities as appropriate for their success.

• Supports the de novo process by attending internal meetings to meet the synergy of timelines and deliverables from all related functional areas.