Missed Charges: Who Pays When the Clinic Gets It Wrong?

Missed charges happen in every veterinary practice, but what happens next says a lot about clinic culture. In this episode, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, take on the uncomfortable reality of billing mistakes: forgotten charges, wrong invoice items, inventory mix-ups, and the dreaded follow-up call to a client. They discuss why missed charges often turn into blame, especially for technicians, CSRs, and support staff, and how clinics can handle these mistakes without creating fear or finger-pointing. Beckie emphasizes the role of psychological safety, while Ernie shares how written policies, clear thresholds, and manager-led client communication helped his teams manage billing errors more fairly. The episode offers practical takeaways for owners, managers, veterinarians, techs, and front-desk teams: make charges easier to enter correctly, define when the clinic absorbs small errors, decide who contacts the client, and stop treating normal human mistakes like personal failures.

You can listen to Missed Charges: Who Pays When the Clinic Gets It Wrong? online on Radio and Podcast. Open the player on this page to stream the available audio.

Missed Charges: Who Pays When the Clinic Gets It Wrong? is an episode from Veterinary Viewfinder Podcast by Dr. Ernie Ward & Beckie Mossor, RVT.

This episode is 0:28:26 long.

This episode was published on May 6, 2026.

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