Leading Veterinary Teams On Air

Suzanne Thomas
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🎙️ Leading Veterinary Teams On Air – Season 2 No fluff—just real talk for vet med leaders. Hosted by Suzanne Thomas, LVT, this season dives into trust, burnout, inclusive leadership, and using your tech team to the top of their license. With solo episodes and grounded interviews, we tackle what leadership actually looks like in the treatment area. If you’re ready to lead with more clarity, connection, and courage—this season’s for you.

  1. Celebrating Veterinary Receptionists with Caitlin Palmer

    3D AGO

    Celebrating Veterinary Receptionists with Caitlin Palmer

    National Receptionist Week only comes once a year, but the work receptionists do in veterinary medicine happens every single shift, every single call, every single difficult conversation at the front desk. This episode is dedicated to them. I'm joined by Caitlin Palmer, veterinary receptionist, community builder, and member of the NAAVR President's Advisory Board. We talk about what the receptionist role actually demands, the emotional labor that goes largely unacknowledged, and why the profession keeps underestimating the people holding the front of the hospital together. This is not a fluff episode about appreciating your front desk staff. It's a real conversation about imposter syndrome, career expectations, mental health, and what it looks like to build a professional identity in a role that a lot of people still treat as a stepping stone. Caitlin brings the kind of clarity and candor that this conversation has needed for a long time. If you lead a team that includes receptionists, this one is required listening. What we cover: The emotional toll of receptionist work and why it doesn't get named enoughImposter syndrome and career identity at the front deskWhat recognition actually looks like for this role versus what hospitals typically doThe mental health dimension of client-facing work in veterinary medicineNAAVR, the President's Advisory Board, and what's being built for this communityTraining, certification, and the future of the receptionist role in vet med If this resonates, share it with every hospital manager who has ever underestimated their front desk. Subscribe for more real talk on the operational and relational work of leading in veterinary medicine. I'm Suzanne Thomas. This is Leading Veterinary Teams. Until next time, lead where you are. Even when it's uncomfortable. Especially when it's uncomfortable. Chapters 00:00 The Role of Receptionists in Veterinary Medicine07:51 Navigating Social Media and Work Persona21:16 Recognition and Support for Receptionists31:02 Supporting Receptionists in Veterinary Medicine36:35 Recognizing the Emotional Labor of Receptionists44:20 The Role of NAAVR and the President's Advisory Board49:46 Empowerment and Recognition for Receptionists Connect with Caitlin: @thedeskwench and @desk_wench across all platforms Learn more about NAAVR: https://naavr.org/ Take the CLARITY Leadership Assessment (free, 14 questions) Join the Leading Veterinary Teams Community Get the book, From Competent to Capable: Available on Amazon in paperback, hardcover, and Kindle.

    55 min
  2. Ep 22 You're Not Understaffed. You're Running the Wrong Model.

    APR 14

    Ep 22 You're Not Understaffed. You're Running the Wrong Model.

    There's a distinction that most hospital leaders never make, and it's costing them constantly: being understaffed and running a model that structurally produces more work than it can sustain are not the same problem. They just feel identical from the inside. In this episode, Suzanne breaks down what's actually driving the staffing and retention crisis in veterinary medicine, starting with the high-volume, fee-for-service model that most practices have inherited and never questioned. She gets into what lean staffing actually produces in practice (hint: it's not efficiency), why credentialed technicians are leaving even when pay isn't the issue, and what forward-thinking practices are doing differently. You'll hear about structural models from human medicine and veterinary medicine, including Direct Primary Care, subscription-based care, VEG's people-first hospital design, and what Modern Animal built on the client communication side before the Chewy acquisition. This is not a theoretical episode. Suzanne closes with four concrete things you can move right now, without rebuilding your entire business model. If you're not sure whether your practice has a staffing problem or a model problem, the CLARITY Leadership Assessment was built to help you see exactly that. Fourteen questions, free, at LVT.vet. All resources, links, and tools mentioned in this and all episodes are available here. Find everything at the link below: https://www.lvt.vet stan.store/therealsuzannethomas DISCLAIMER A note before you listen: this episode references subscription-based care models and draws comparisons to how Direct Primary Care has been structured in human medicine. Sharing that context is not an endorsement. Suzanne is not saying subscription models are the right answer for veterinary practice. She is saying that veterinary medicine is actively looking at what human medicine has built, and that hospital leaders should understand what that looks like, why it's being considered, and what the implications are for staffing and team structure. Awareness is not advocacy. Know what's in the conversation so you can engage with it on your own terms.

    10 min
  3. EP 21 High Stress, High Stakes: What ER VetMed Teaches Us About Leadership

    MAR 24

    EP 21 High Stress, High Stakes: What ER VetMed Teaches Us About Leadership

    What does emergency medicine teach us about leadership? More than most leadership books ever will. In this episode of Leading Veterinary Teams On Air, Suzanne sits down with Dr. Brianna Tobin, small animal emergency veterinarian, shelter medicine advocate, birth doula, yoga practitioner, and the voice behind @emergencypetvet, to talk about what it actually takes to lead in one of the most high-stakes environments in veterinary medicine. Brianna brings a perspective that is both clinically sharp and genuinely human. She shares how a rough internship with poor leadership shaped everything she wanted to become as a doctor, why psychological safety isn't just a nice-to-have in emergency medicine, and how trust between doctors, technicians, and assistants is the thing that holds a team together when a hit-by-car dog rolls in at 3am. This one covers a lot of ground: the "sink or swim" myth in emergency medicine, why hierarchy is one of the most damaging things we've imported into veterinary hospitals, what real teamwork looks like in a code situation, how she navigates compassion fatigue without losing herself, and why she thinks the most important thing we can do for this profession is let people see it honestly. She also shares why she started @emergencypetvet, what it means to lead without a title, and the one book that changed the way she thinks about meaning, resilience, and why we keep going when things get hard. If you've ever been the person in the room who knew something was off but wasn't sure if you were allowed to say it out loud, this episode is for you. Brianna's Book Recommendation: Man's Search for Meaning by Viktor Frankl — https://www.amazon.com/dp/0807014273 Connect with Dr. Brianna Tobin: Instagram: @emergencypetvet Connect with Suzanne + Leading Veterinary Teams: 🐾 Join The Leading Veterinary Teams Community 🛒 For Resources, Consulting + More: stan.store/therealsuzannethomas 📊 Take the CLARITY Leadership Assessment: Have a topic you'd love Suzanne to cover, or want to be a guest? Submit here: http://www.lvt.vet/podcast-questions

    52 min
  4. EP 20 March Madness in Vet Med: ACT x LVT Podcast Mashup

    MAR 10

    EP 20 March Madness in Vet Med: ACT x LVT Podcast Mashup

    What do coaching, leadership, and veterinary medicine have in common? More than you might think! In this March Madness episode of Leading Veterinary Teams On Air, Suzanne is joined by Athletic Conceptual Training Podcast host, coach, and hospital manager Ryan, along with cohost, RVT, and life coach Katelyn. The conversation moves between coaching, leadership, and the realities of working in veterinary medicine. Drawing from both athletic coaching and veterinary practice, the group explores how many of the same leadership principles apply across fields. They talk about self-reflection, recognizing when something needs to change in your career or personal life, and the importance of having people around you who support growth rather than competition. The discussion also touches on mental health in veterinary medicine, including the stigma around medication, the challenge of asking for help, and the importance of creating systems that support wellness for veterinary teams. Suzanne, Ryan, and Katelyn share perspectives on leadership communication, feedback, and how workplace culture is shaped by everyday leadership behaviors. They also discuss mentorship, training, and the importance of building communities that elevate veterinary professionals rather than gatekeeping opportunities. The episode blends humor, personal stories, and leadership insights while leaning into the slightly unpredictable energy of a March Madness conversation. Chapters 00:00 Introduction to March Madness and Coaches05:46 The Impact of Coaching and Training11:30 Connecting Physical Training and Veterinary Medicine16:38 Journey into the Darkness22:13 Personal Wellness Journey27:14 Overcoming Fear and Stigma35:16 Creating a Positive Workplace Culture50:18 Navigating Assumptions and Intentions56:17 Elevating Veterinary Hospitals and TeamsConnect with Katelyn IG @vetmedlifecoach  Connect with Ryan IG, TikTok: @coachryan925 Subscribe to their Podcast: Youtube.com/@coachryan925 Spotify Katelyn's Favorite Books: Opps I Became a Manager - Amy NewfieldBrene Brown - Dare to Lead Dr Becky Kennedy - Good Inside Ryan's Favorite Books: Clifford the Big Red Dog (hehe)Oops I Became a Manager - Amy Newfield Join the Leading Veterinary Teams Community Have a topic you would love Suzanne to discuss or want to be a guest? Submit here: http://www.lvt.vet/podcast-questions

    1 hr
  5. Ep 19: Surviving ER Isn’t the Goal: Creating Safer Veterinary teams

    FEB 24

    Ep 19: Surviving ER Isn’t the Goal: Creating Safer Veterinary teams

    This conversation with Geoffrey explores his journey into veterinary medicine, the importance of credentials, his transition into emergency medicine, and what inspired him to enter the field. Geoffrey shares why he chose to speak openly online about mental health, including the personal realization and courage it took to tell his story. Together, Geoffrey and Suzanne discuss recognizing mental health struggles, taking personal responsibility, and using a multimodal approach to support wellbeing. The episode also examines leadership responsibility in creating psychologically safe workplaces, building a positive team culture, avoiding judgment, embracing vulnerability, and supporting growth even when it is uncomfortable. Chapters 00:00 Introduction to Geoffrey 05:55 Reason for Sharing Online 15:23 Recognizing Mental Health Struggles 22:12 Multimodal Approach to Mental Health 29:07 Embracing Discomfort and Growth 35:43 Cultivating a Positive Work Environment 41:19 Effective Communication and Collaboration 49:20 Overcoming Fear and Sharing Vulnerability 58:48 Books and Resources for Personal Growth Connect with Geoffrey Instagram, TikTok: @aint.doin.right YouTube: https://www.youtube.com/@aint.doin.right82 Join the Leading Veterinary Teams Community: https://leading-veterinary-teams-community.mn.co/plans/1907700 Have a topic you would love Suzanne to discuss or want to be a guest? Submit here: www.lvt.vet/podcast-questions Some of Geoffrey’s Favorite Books Atomic Habits by James ClearDare to Lead by Brené BrownExtreme Ownership by Jocko WillinkEverything is F*cked by Mark MansonThe Subtle Art of Not Giving a F*ck by Mark Manson If you or someone you know is struggling with thoughts of suicide, mental health challenges, or substance use, support is available: Immediate Support 988 Suicide and Crisis Lifeline Call or text 988 Chat via 988lifeline.org Crisis Text Line Text HOME to 741741 Substance Use Support SAMHSA’s National Helpline 1-800-662-HELP (4357) findtreatment.gov Veterinary Specific Support Not One More Vet (NOMV) notonemorevet.com Not One More Vet Support Staff (NOMV Support Staff) nomvsupportstaff.com National Organization of Veterinary Nurses and Technicians (NOVN) novnt.org LGBTQ+ Support The Trevor Project Call 1-866-488-7386 Text START to 678678 Deaf or Hard of Hearing Support Dial 711 then call 988 Videophone access is also available through 988 Subscribe to Leading Veterinary Teams On Air for conversations that challenge traditional leadership in veterinary medicine. If this episode resonates, share it with a colleague, subscribe, and leave a review to help more veterinary leaders find the show.

    1h 2m
  6. Ep 18 You Can’t Avoid Your Way to Trust: Accountability and Hard Conversations

    FEB 15

    Ep 18 You Can’t Avoid Your Way to Trust: Accountability and Hard Conversations

    In this episode of Leading Veterinary Teams on Air, Suzanne is joined by Dr. Desmond Coates, a practicing veterinarian and medical director in Mason, Ohio, who stepped into leadership just a few years after graduating vet school in 2022. Dr. Coates shares how his Uncle Brian inspired both his love of animals and his commitment to mentorship, and how early leadership experiences in college, vet school’s Veterinary Leadership Experience (VLE), and associate practice shaped his service-based view of leadership. Together, they explore what it means to lead with attention, build trust, and create psychological safety while still holding people accountable. Dr. Coates discusses the importance of self-reflection, consistency, follow-through, and asking for feedback, emphasizing that teams don’t expect perfection—they expect accountability. He shares communication strategies drawn from books like Crucial Conversations, Crucial Accountability, Never Split the Difference, and Stories That Stick, including entering hard conversations calmly, saying the “quiet part” out loud, and using curiosity-driven prompts like “What do you mean by that?” and “Tell me more.” Dr. Coates also reflects on repairing relationships after missteps, the strengths and challenges of early-career leadership, and how he integrates clinical diagnostic thinking with leadership problem-solving. He highlights delegation, empowering teams, and strong technician utilization as key to sustainability, describing technicians as leaders who should be trusted and utilized to the full degree of their training and licensure. Finally, he shares his view that avoidance is a root driver of burnout and cultural decline in veterinary medicine, and encourages leaders to lean into discomfort, address issues early, and seek mentorship and a strong leadership network. Dr. Coates recommends Crucial Conversations as the one book every leader should read and invites listeners to connect with him on LinkedIn. 🌟 Connect with Dr Coates LinkedIn:   / desmond-xavier-coates-dvm-802595123   🎧 Subscribe to Leading Veterinary Teams On Air for real talk, tactical tools, and conversations that challenge the old-school way of leading in vet med. And if this episode resonates, share it with a colleague, Subscribe, and leave a review — it helps more veterinary leaders find the show and join the movement toward a more inclusive and empowered profession.

    38 min
  7. EP 17 The Leadership Problem No One in Veterinary Medicine Is Talking About

    JAN 21

    EP 17 The Leadership Problem No One in Veterinary Medicine Is Talking About

    Recorded from my AirBnB while at VMX, this solo episode is an honest conversation about where veterinary medicine is headed, from my view, and why leadership, not resilience, is the real issue we need to address.In this episode, I share: • What genuinely excites me about the future of veterinary medicine • The patterns I keep seeing that lead to burnout, turnover, and frustration • Why so many leadership efforts fail to create real change • How those patterns led me to build CLARITY, the Veterinary Leadership Operating SystemI also talk about what I launched this weekend at VMX: • A 5-question Leadership Blind Spot Assessment designed to help leaders identify the one thing quietly undermining their leadership • The CLARITY Toolkit, made up of three practical tools you can use like a workbook • A sneak peek into the larger CLARITY system dropping later this yearFinally, I share what’s coming next: A 3-week small-group leadership experience starting February 10th, focused on the biggest leadership leak I see—leading peopleUpcoming speaking engagements including HiVE San Antonio, New York Vet, GVScon, and a Hound webinar An open invitation for future speaking opportunities and collaborationsThis isn’t a hype episode.It’s a clarity episode.If you’re a practice owner, manager, medical director, or emerging leader who feels like something isn’t working—but can’t quite name what—it starts here.👇 Next steps mentioned in this episode: • Take the Leadership Blind Spot Assessment • Explore the CLARITY Toolkit • Learn more about the February leadership groupThanks for being here—and for doing the work this profession is asking of us.Find Suzanne: on IG: therealsuzannethomas on LinkedIN: @suzannethomaslvt LVT.VET

    18 min
  8. Ep 16 Authenticity and Neurodivergent Leadership with Ron Sosa

    JAN 7

    Ep 16 Authenticity and Neurodivergent Leadership with Ron Sosa

    In this special first episode of 2026, host Suzanne Thomas welcomes Ron Sosa, a certified veterinary practice manager, neurodivergent leadership coach, and author of the upcoming book 'Rewriting the Rules.' Ron shares his journey from meeting Suzanne in 2025 to discussing important topics like masking, authenticity, and neurodivergent leadership. Emphasizing that his work is about honoring neurodivergent individuals, Ron explains how he helps professionals stop masking, prevent burnout, and lead authentically. He underscores the significance of starting the year gently, focusing on authenticity, and resisting societal pressures for perfection. The conversation also highlights Ron's companion workbook designed to support neurodivergent leaders. Packed with reflective insights and strategies, this episode is a must-listen for anyone looking to redefine leadership on their own terms🌟 Connect with RonLinkedIn: @ronald-sosa-cvpm-ccfp-pgd-cld-53453797/www.syn-apt.meGet the Left Unattended Playbook: https://www.syn-apt.me/what-s-left-un...Pre-order Ron's book on Amazon: https://a.co/d/3ehRzjCor directly with his publisher, Press49: https://www.press49.com/catalog/p/rew...Check out the Episode on Rons Podcast: Left Unattended where Suzanne was his guest:    • S1 - E1 - I’M NOT BEING DIFFICULT with Suz...  🎧 Subscribe to Leading Veterinary Teams On Air for real talk, tactical tools, and conversations that challenge the old-school way of leading in vet med.Join the Leading Veterinary Teams Community: https://leading-veterinary-teams-comm...And if this episode resonates, share it with a colleague, Subscribe, and leave a review — it helps more veterinary leaders find the show and join the movement toward a more inclusive and empowered profession.

    1h 8m
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🎙️ Leading Veterinary Teams On Air – Season 2 No fluff—just real talk for vet med leaders. Hosted by Suzanne Thomas, LVT, this season dives into trust, burnout, inclusive leadership, and using your tech team to the top of their license. With solo episodes and grounded interviews, we tackle what leadership actually looks like in the treatment area. If you’re ready to lead with more clarity, connection, and courage—this season’s for you.

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