The brainchild of Dr. Jill Clark, an expert in learning and team development, who realized that these important members of the veterinary team lacked resources and a voice in the profession after experiencing a high volume of feedback from CSR students enrolled in Ignite’ s Veterinary Receptionist Certificate of Excellence Program.
Jill reached out to Debbie Boone, CVPM who is known in the profession as an advocate and a trainer for client service excellence and solicited her aid in forming the foundation for this new association.
Debbie suggested including Rhonda Bell, CVPM an expert in social media and marketing along with being another experienced trainer of client service team members.
The three of them teamed up to launch NAAVR as a non-profit corporation, incorporated in the State of Texas.
Board of Directors
Jill Clark, DVM
Dr. Jill Clark had a 17-year career in film & television before earning her DVM in 1996. She has deep experience in veterinary hospital operations and multi-site management. She founded WOOF-U for VCA alongside her team in 2010 and is also the Founder of IGNITE Veterinary Solutions, a global veterinary education company, and IGNITE Studios, a video production company specializing in marketing and educational products. Her passion for elevating and empowering CSRs has spanned her entire veterinary career and has become the genesis of NAAVR.
Rhonda Bell, CVPM, PCM, CDMP
Rhonda Bell, CVPM, PCM, CDMP, brings over 20 years of experience in veterinary medicine and a deep commitment to supporting client service professionals. As a co-founder and Secretary/Treasurer of NAAVR, she is passionate about improving the client experience and helping receptionists thrive in their roles. Rhonda also holds a certification in digital marketing, blending her operational knowledge with a modern approach to communication and connection. She believes in creating opportunities for growth, recognition, and community for those on the front lines of veterinary care.
Debbie Boone, CVPM
Debbie Boone, CVPM, is a respected leader in the veterinary industry with a strong dedication to team development and client service excellence. As a co-founder and Vice President of NAAVR, she brings decades of experience in practice management and consulting to help elevate the role of veterinary receptionists. Debbie is known for her practical insights and heartfelt commitment to creating positive, effective veterinary workplaces. Her work with NAAVR reflects her belief that empowered front desk teams are essential to the success of every practice.
Judy Rose Lanier, CVPM, CVA, VEMM
Executive Director
Judy Rose is a lifelong advocate for veterinary medicine, dedicated to helping people and pets thrive through education, leadership, and connection. She has built a career focused on growth, collaboration, and innovation. A Certified Veterinary Practice Manager and proud servant leader, she’s known for her contagious enthusiasm, love of learning, and ability to bring out the best in others. When she’s not developing programs or mentoring future leaders, you’ll find her exploring new adventures in Colorado with her dog Rootbeer Float and a great cup of coffee in hand.
NAAVR President’s Advisory Council
Caitlin Palmer, VRCE
Caitlin has been in the veterinary industry for 15 years, with 13 years in general practice and two years in specialty. She believes it’s important to remember that there is a person on the other end of the leash – pets don’t bring themselves to the vet, so it’s important for CSRs to connect with pet parents.
Kelly Kulhavy, VRCE
Kelly has been in veterinary medicine for 13 years, 4 years as a veterinary assistant and the balance as a CSR. She has experience in both mixed animal practice and specialty. Kelly is passionate about NAAVR and wants to emphasize the importance of veterinary receptionists and facilitate their access to education.
Rachel Sentes
Rachel has spent seven years in the veterinary industry, with experience in emergency and general practice, and held the position of Client Care Supervisor at a top hospital in Canada. She is currently the CEO of the media agency, Rebel Vet Receptionists, an organization aligned with NAAVR’s goals of changing the perceptions of the Vet Receptionist’s role in North America.
Sam Anderkay, VRCE
Sam has been in veterinary medicine for 7 years as a CSR in a small animal general practice. Sam is passionate about NAAVR and wants to continue building a positive reputation and outlook for veterinary receptionists, which includes education, certification, mental health, and the importance of what veterinary receptionists bring to the veterinary clinic.
Sara Kerekhazi, VRCE
Sara found her calling in veterinary medicine five years ago, starting at the front desk as a Client Service Representative and later expanding her skills as a veterinary assistant. Today, she manages the front desk at a general practice where compassion and accessibility are at the heart of care—values she lives by every day. Sara is committed to CSRs having a platform to continue their education. She knows the role is far more than answering phones and greeting clients—it’s the emotional backbone of a clinic. Sara is passionate about building a future where CSRs are empowered, supported, and formally recognized through accreditation and titles that reflect their true impact.
Melissa Maltese
Melissa has over 27 years of experience in the veterinary field as a technician, reception, and practice management. Her passion for the advocacy of the human animal bond brought her focus to the front desk where it was realized that it is a focal point of human and animal interaction. Melissa is the CSR Lead Supervisor for Marathon Veterinary Hospital in the Florida Keys, a Thrive Pet Healthcare partner. Wanting to foster a more comprehensive approach to the importance of the veterinary reception area, she aims to assist in the development of this position. She spends her time outside of her workdays with her Tuxedo feline, Boots as well as fishing, and exploring all the beauty of the Florida Keys.
Erica Fiel, VRCE
Erica has over 8 years of hands-on experience in veterinary medicine, She dedicated her career to championing the essential role of veterinary receptionists. Her passion lies in client care, education, and creating a welcoming, supportive environment for every pet owner who walks through the door. Erica is committed to continuous growth and to elevating the recognition and professionalism of veterinary front desk staff everywhere.
Julie Humphrey, VRCE
Julie has been a CSR at Woodland West Animal Hospital in Tulsa, Oklahoma, for eight years, and now she is the CSR Team Lead. Her clinic has a team of 12 doctors, making the role of Customer Service Representative (CSR) very important. She has two pit bulls, three chihuahuas, and a cat. Her biggest passion is empowering CSRs in the veterinary field worldwide. She believes that CSRs often get overlooked, but being a part of NAAVR will change that! She is very excited to see all the wonderful things NAAVR will accomplish!
Abby Burmester
Abby grew up on a farm in Southern IL and still lives nearby. She loves photography, graphic design, and baking. She joined the vet med field in 2021 after her dog, Kona, had a medical emergency at just 13 weeks old. She has always loved helping people, and animals, so she knew this was the right fit for her. She’s so excited to be a part of the NAAVR team and strengthen the role of Veterinary Receptionists.
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