Leslie Provanchie and Kara Wass are bringing their communication A-game to their client liaison roles at the NC State Veterinary Hospital. The newly created positions provide a continuity of care to clients in the small animal emergency and internal medicine services, improving the overall hospital experience.
“The level of medicine and care provided at this hospital is impressive,” Wass said. “But the constant changing of students and clinicians in these services can be confusing to clients.”
Provanchie and Wass are the main points of contact for clients. Instead of trying to track down clinicians, residents, interns, students, techs or reception staff with questions or follow-ups after appointments, clients can contact Provanchie and Wass directly. As liaisons, the two can answer any questions clients may have forgotten to ask while they were at the hospital, check on patients as they recover at home and provide a better customer experience.
“We’re really excited because this position allows us to help clients navigate that change from intake to discharge,” Provanchie said. “Clients can leave knowing that their pet is taken care of in the best way.”
With a background in veterinary medicine, Provanchie has 18 years of experience as a veterinary technician, six of those years spent at the NC State Veterinary Hospital. Her intimate knowledge of how the hospital works will help her provide small animal emergency clients with expert advice as she walks them through different processes and answers questions.
Wass’ combined background in veterinary medicine and public service comes in handy when helping clients. She received her bachelor’s degree in human services and psychology and spent 15 years as the lead technician for an internal medicine service at a private practice in Cary. Before that she drove across the country, from Vermont to Idaho, to work at a shelter for teenagers who were abused or between foster homes for three years. She spent a year in Washington, as a constituent correspondent answering letters and phone calls for a senator on Capitol Hill.
“I kind of fell into the world of veterinary medicine,” Wass said. “I love animals and started as an assistant in a private veterinary practice for a while, but it’s also nice to get back to what I went to school for.”
When Provanchie and Wass aren’t on the clock, they like to spend time outside.
“I am lucky to live near Lake Johnson so I am there a lot,” Wass said. “Lately, I’ve been trying to work on my balancing skills so I can remain on a paddleboard.”
Provanchie is more globally focused.
“I like to travel and see the different experiences in the world,” Provanchie said. “I’m very interested in other cultures and have traveled extensively in Europe and Asia, but I’ve got lots more to go and see. My favorite place so far is Thailand. I love the people, culture, mountains, beaches and city. It’s all awesome to me.”
Provanchie and Wass have honed their skills through years of practice. They’ve seen and heard it all before and couldn’t be more excited to share that knowledge with clients who look to them daily for answers and guidance.