As someone who has been a CSR for over 15 years, this is what I know. Just when you think you know it all, have seen it all and have heard it all, you haven't. This program has already showed me that. I look forward to this program not only helping me be a better CSR but for the CSRs who will come after me. Showing the way to keep the standard of exceptional client care.

"My job as a CSR is important because we as CSR's are the hub of communication in the clinic. This course has opened my eyes to why it is so important to be empathetic and try to see things through the eyes of a worried client. We are more than just CSRs. To some clients, we are the only ones to listen to them. It is always important for us to understand we are there to help the entire clinic without us there would be 2 major communication gaps and ultimately no one to schedule/keep business flowing. I am realizing thoughout this course I am SO much more than a face at the front desk.

Maggie H.

I have learned a lot from this course, specifically the terminology. This will help me in communicating to the clients in a language they can understand but also sound educated in my words. I feel that I can triage more efficiently after taking this course and handle myself better in stressful situations like upset clients. I will do better on keeping my workspace clean and well organized as well as the shelfs we have in the lobby for food

My student has a renewed sense of excitement surrounding her job and every day duties. It has been fantastic watching her learn, grow, and bring fresh ideas to management for consideration of implementation. I wish I could get my entire CSR team enrolled in this program!

This course is important to me because I would still consider myself new but I want to learn as much as possible to help improve my clinic. I've been a CSR for a little over a year now and I'm still learning things all the time and getting a better perspective on the job I actually do. I always saw the technicians doing their CE courses and I felt that when I was offered this opportunity I was actually valued as a part of the team. This program means so much to me in the fact that my clinic has seen my potential and is willing to take a chance on me.

Bree R.

Made me aware of skills I have that I was not using to full potential.

First time being in this kind of work force, This course has been so helpful.

This employee has worked for us many years, she was our Guinea pig for VRCE to see if investment was worth the content 😀 she learned a lot of facts and skills that have helped her as a senior csr but also improve her part in the training of new team members. I am looking forward to this being part of our onboarding for all our csrs.

I am generally and uncomfortably awkward, in my own opinion. I have a better sense of what I'm capable of, and how to use it to better the company I love to work for.

Even though I've been a csr for over a decade, it's always good to have help to better myself to help out my clinic and my clients.

Brought awareness to critical touch points with clients.

My employee gained knowledge through the VRCE course to help her consider all the aspects of her position and how to best serve the clinic, our patrons, our patients, and her coworkers. I think she also gained some tools to help her problem solve certain situations. She voiced multiple times that she enjoyed the program. Considering the intensity of the program I think she did well as could be expected managing her FT position, her family (small child), and the large coursework load.

Before I also felt like I couldn't find my words, and felt really awkward. After the program I feel more confident in my communication, being clear and assertive.

A must! Awesome course for those new to the industry and an excellent opportunity for seasoned CSRs to refresh their enthusiasm and learn even more to be their best!

Reiko D.

Jennifer Mathis, DVM, CVPP
Hospital Owner

Jamie Bennett
Hospital Manager

Lee Ann Noble, VRCE

Julie Powers, VRCE


I am emailing to tell you how much the VRCE program has meant to me throughout each course. The opportunity to learn online and practice my new skills with the checklist and then reflect on what I am learning by using the workbook is building my knowledge base and reaffirming what I have already learned. This reinforces what I am learning as it gives me the ability to get the information visually, auditorily, and kinetically, all the while having my “Hospital Champion” give me feedback and support on the job. I was also happy with the Live Chat when I needed feedback about a concern I had with technical support. I spend a couple of hours each day working through the courses after my shift. I can put what I am learning from all the courses into practice each day in the clinic. I feel more confident as I work through each one!”

– Janet Harrison, VRCE

“It provided me with additional tools to help increase my productivity and effectiveness during my daily interactions with the clients and their pets as well as the medical staff. This program and its courses are effective, informative, empowering, and arm new and experienced CSRs with the correct tools and habits to be an efficient, effective, and integral part of the veterinary team.” 

– Lipton Lutap, VRCE
Round Lake Beach, Illinois

“I have just completed my first semester of IGNITE’s VRCE program. It took me about 2 months to complete. I recommend working on the computer portion and workbook at the same time. Finish each course before moving on to the next. I worked on it as much as I could in between appointments. The one thing that helped me understand and put it all together was meeting with my practice manager when I was done. We went through and discussed all the assignments. This course was very helpful and I have been applying what I have learned.”

-Lee Ann Noble, VRCE
Sugar Creek Animal Hospital

Ashleigh Marshall VRCE Student

“The VRCE program has served as a great foundation for our old and new CSRs alike. It sparks conversation on how we handle each situation and sharpens the kind of skills we desire. The coursework is so intentionally put together. It’s not just busy work, nor daunting piles of homework. Our CSRs who were a bit intimidated have really enjoyed it! We are looking forward to where this course takes us!”

– Ashleigh Marshall
Green Acres Pet Center, Twin Falls, ID

“I’ve been a CSR at my hospital for five years next March. I have two dogs, three cats, and as well as many other oddballs throughout my house. While I love my job, I found that I still struggle to connect with all of my clients. My social awkwardness was to blame. Only two weeks in, I already feel like I am creating those bonds with my clients that I had difficulty with before. I’m inspired.”

-Ashley Bagaporo

“The one thing I have practiced every day since starting this course is my spelling. I have always been in a hurry and typed so fast and never proofed read and just assumed everyone in the clinic would know what I was trying to say. I honestly never thought how important spelling was. This stays on the client records forever!!!!! I have even caught myself using more medically correct terms. For example butt vs rectum, private parts vs vulva, sore vs abscess, lump: bump vs growth. I am very happy I am very surprised by how much I have learned. Thank you!”

– Amber Anderson

“This course is important to me because I want to be able to provide all that I can to the hospital; make it run as smoothly and effectively as possible. I also want to be able to have the same educational opportunities to better myself and learn new things just like technicians and doctors have.”

– Klaudia Zajac

CSR is a new role for me, and I would like to learn how to do it well. I feel it is a greatly important position, which if performed properly, can help every team member and the clinic run smoothly. It can be challenging, and I'm looking for this class to alleviate some of the stress and confusion in the decisions that need to made every day.

Lauree W.

This course is important to me because we have very difficult & stressful jobs & I want to have as many tools as possible. This job can take a lot out of you (especially at an emergency clinic like ours), so it's extra important to be mindful about the way you're doing your job, caring for others, & caring for yourself. I am still fairly new (just over 3 months), so I know there is still a lot I have to learn & can improve upon. I believe this course will help me to hone my skills & allow me to do my job with proficiency. I'm looking forward to it!

Hannah C.

The more knowledge I gain, the better equipped I will be in handling all kinds of scenarios. Along with that knowledge will also come more confidence in my responses to owners/clients when they have questions and I will gain better communication skills. Also, the other CSRs will hopefully see and hear this and I like to lead by example. This will hopefully encourage them to want to learn more as well. Any skills I can learn that help everyone in the hospital, from other CSRs to techs to doctors, will only make the employee's and client's experience that much better!

Jennifer D.

I am the office manager at our clinic for the last 4 years. This is my first Vet Med position and I fell into it! But I love the human/animal bond and the dynamics that it creates. My priority is our clients and making them feel valued, heard and that they can trust us. I am so ecstatic that they are finally offering this certificate and how valuable our positions are!

Tylene E.

I want to give our clients and their pets the best version of myself. I’d like to take advantage of as many opportunities as possible, such as this one to expand my knowledge, try new things, and become more confident in my role here at work.

Ashley L.