Client Care

Guardian Veterinary Management LLC•Brewster, NY

8d•Onsite

About The Position

The Client Advocate serves as a dedicated liaison between pet owners and the medical team in an emergency and specialty veterinary hospital. This role focuses on providing clear communication, emotional support, and care coordination for clients during stressful and often critical situations, while ensuring hospital policies, medical recommendations, and financial processes are understood and followed. The Client Advocate helps enhance client experience, improve case flow, and support clinical teams by addressing non-medical client needs.

Requirements

Must have reliable transportation.

Responsibilities

Act as a primary point of contact for clients during emergency and specialty visits.
Provide compassionate, empathetic support to clients experiencing stress, grief, or crisis.
Explain hospital processes, wait times, triage flow, and next steps in a clear and respectful manner.
Assist clients in understanding medical recommendations as relayed by the veterinary team (without providing medical advice).
Manage difficult conversations with professionalism, empathy, and de-escalation skills.
Support clients through end-of-life discussions and decision in collaboration with the medical team.
Coordinate communication between veterinarians, technicians, client service representatives, and clients.
Ensure timely updates are provided to clients regarding patient status and treatment plans.
Assist with admission, discharge, and transfer processes as needed.
Help manage client expectations in a fast-paced emergency environment.
Advocate for both client understanding and hospital workflow efficiency.
Review treatment plans, estimates, and invoices with clients as directed by the medical team.
Assist clients in understanding payment policies, deposits, and financial options.
Facilitate payment processing in coordination with the client services team.
Document client communications, concerns, and interactions accurately in the medical record.
Support completion of consent forms and required documentation.
Identify and address client concerns before they escalate.
Serve as a calm, professional presence in high-emotion situations.
Support hospital initiatives focused on client experience and satisfaction.
Provide feedback to leadership on recurring client concerns or workflow challenges.
Assist in resolving client complaints in alignment with hospital policies.
Work closely with veterinarians, technicians, and client service teams to support patient care.
Participate in training related to communication, conflict resolution, and client experience.
Maintain awareness of hospital services, specialties, and protocols.
Model professionalism, empathy, and teamwork at all times.
Check work emails twice per day regardless of schedule to ensure each employee is up to speed with the hospital’s day to day operations.
Do other tasks as assigned.
Complete ADP training.