Veterinary Receptionist Week
Save 25% on PVA’s Advanced CSC Program through April 27 with code CSRWEEK26
Save 25% on PVA’s Advanced CSC Program through April 27 with code CSRWEEK26
About The ACSC Program
This comprehensive program is designed to transform veterinary Client Service Representatives (CSRs) into confident, knowledgeable, and effective members of the veterinary healthcare team. Through engaging modules that blend medical knowledge, communication strategies, scheduling mastery, stress management, and financial compliance, participants will gain the tools to enhance client interactions, support veterinary teams, and contribute to exceptional patient care. The curriculum integrates real-world scenarios, practical skills, and professional insights to empower CSRs with the confidence and competence needed to thrive in today’s fast-paced veterinary environment.
Provide a Advanced Client Service
Certificate to your Entire Staff.
A certificate from the VHMA demonstrates to your entire staff and to your clients that client service is an integral part of your practice’s culture.
PVA has partnered with the VHMA to bring you one of the most comprehensive Client Service Training Programs in the industry. This self-paced, online program is designed to give your team essential client care skills that elevate service and strengthen practice success.
Expert-Led Training You Can Trust
Led by three of the field’s most respected experts, Jill Brecklin, CVPM; Karen Hart, CVPM, CCFP; and Kristen Norris, BS, CVPM, CPACO, the ACSC program combines real-world veterinary practice management expertise with practical strategies your staff can apply immediately.
Karen Hart
CVPM, CCFP
Karen Hart is a Certified Veterinary Practice Manager (CVPM) and Certified Compassion Fatigue Professional (CCFP) with a strong background in change management, strategic planning, and operational leadership.
Currently serving as Director of Hospital Operations at Burlington Emergency and Veterinary Specialists, she has overseen teams across multiple departments in both specialty and emergency settings.
With prior success in rebuilding practices, guiding renovations, and implementing innovative technician triage programs, Karen is deeply committed to advancing patient care while fostering staff development and workplace well-being.She is also a frequent speaker at national veterinary conferences and an active contributor to veterinary professional organizations
Kristen Norris brings over 20 years of veterinary industry experience and more than a decade in leadership roles, with a focus on mentoring and supporting the growth of veterinary teams.
She holds a Bachelor of Science in Wildlife and Fisheries from Texas A&M University, is a Certified Veterinary Practice Manager (CVPM), and earned her Certified Professional Animal Care Operator (CPACO) credential in 2024. Kristen currently manages a thriving private practice in Texas, leading a major hospital and lodging facility expansion while helping other practices navigate similar challenges.
A dedicated member of VHMA and SHRM, she is recognized for her expertise in staff development, KPI analysis, and organizational leadership. Outside of practice management, Kristen volunteers with local animal shelters and operates a reptile rescue, reflecting her lifelong commitment to animal welfare.
Kristen Norris
BS, CVPM, CPACO
Jill Brecklin
CVPM
Jill Brecklin has been dedicated to the field of veterinary medicine for over 20 years. With a passion for improving the lives of patients, clients, and teams, she began her career as a CVT at Whitney Veterinary Hospital in Peoria, IL after earning her degree from Parkland College in 2005.
An ambitious individual, Jill always had a desire for leadership and eagerly took on the role of Practice Management in 2018. Her hard work paid off when she achieved her goal of becoming a CVPM in August 2022.
In 2025, Jill became the new host for the VHMA’s Manager to Manager podcast series, where she gets to meet with fellow managers to discuss relevant topics and help others succeed in this challenging field.
Transitioning from an employee to a management position was no easy feat, but Jill saw it as an opportunity to make a lasting impact on her team. By understanding their struggles and continuously striving for improvement in their work environment, she has been able to create a positive and enjoyable workplace. Jill takes pride in being a cheerleader for her team’s successes and helping them learn and grow whenever challenges arise.
The 5 Pillars of the Program
Streamlined & Modernized Curriculum
Organized into 5 clear, focused units that are easier to follow.
Content flows logically: from medical knowledge to communication to scheduling to stress management to compliance/finance.
Interactive & Engaging
Built with interactive activities, and several knowledge checks to keep learners engaged.
Includes a practice exam to prepare learners for CE credit requirements.
Practical, Job-Relevant Focus
Emphasis on real-world CSR tasks like scheduling, admitting/discharging clients, handling records, and managing reminders.
Expanded coverage of stress management, wellness, and financial awareness to support both team wellbeing and practice success.
Downloadable Resources
Worksheets, quick-reference guides, and checklists are available for on-the-job use.
CSRs can take what they learn directly into daily client interactions.
Program Fees:
Enrollment for PVA subscribers (management, clinical and/or professional development packages):
Simply sign-in and enroll in the training course for free from your learner dashboard. Option to purchase an exam at the end of the course for $150 to complete RACE requirements and earn 15 CE credits.
Client Service Certificate Program Enrollment for PVA Subscribers:
Non-subscriber Individual Enrollment
For non-subscribers, individual enrollment is available for $500 Per Person. This Includes individual access to the program, with the exam & VHMA certificate (upon successful completion). * Enrolling as an individual does not give you access to the PVA content library.