Dentistry and Ophthalmology Client Care Coordinator- Veterinary Hospital; evening shift

MSPCA-Angell•Boston, MA

94d•Onsite

About The Position

This is a full-time, 40-hour position working Sunday-Thursday from 1:00 PM to 9:30 PM. This specialized Client Care Coordinator role is essential to our Dentistry and Ophthalmology services. You will collaborate with doctors, technicians, and support staff in these departments to ensure excellent client service for hospitalized pets. This role offers daily opportunities to positively impact the quality of life for patients and clients. The Coordinator will serve as a key point person for both clients and veterinary staff, relaying information, facilitating patient movement, and acting as a resource for clients during their pet's hospitalization. Ideal candidates will have at least 2 years of experience in a hands-on or client service role within a veterinary facility, animal shelter, humane society, or other animal-related field. Experience in a human medical position or 2 years in the hospitality or service industry are also considered substitutable experience. The Client Care Coordinators are responsible for managing client care from patient admission to discharge. They act as a vital link to clients during their pet's hospitalization, providing status updates, sending photos, and addressing concerns to ensure clients feel comforted and informed. This role requires strong communication skills, serving as a direct link between veterinarians and clients, and relaying critical information through various channels. It is a non-clinical client service role for individuals who excel at client service and wish to work with animals in a less technical capacity.

Requirements

At least 2 years experience in a hands-on and/or client service role in a veterinary facility, animal shelter/humane society, or other animal related field.
Excellent verbal and written communication skills.
Proven excellence in client service.
Knowledge of principles and processes of animal handling/patient care.
Knowledge of common veterinary drugs.
Focus on operational/organizational excellence.
Demonstrates patience and empathy.

Nice To Haves

Relative experience in a human medical position.
2 years in the hospitality or service industry.

Responsibilities

Meeting with clients at patient drop off and facilitate patient admission to the hospital and transporting the pet to their treatment areas.
Following inpatient population for their service to provide patient status updates to their families via various channels including phone, email, text.
Providing photo updates and/or facilitating with in-person or video visiting with inpatients to their families.
Assisting with creation of financial estimates prior to procedures.
Celebrating patient success and offering kindness in the face of patient challenges and loss, demonstrating comfort care to patients and clients.
Facilitating communication between the doctor and client during their pet’s inpatient care. Communications would include: Addressing client questions and soothing concerns, relaying pertinent information on status and policies, gaining permission from clients for diagnostics or procedures during hospitalization including the presentation of any additional financial estimates.
Facilitating discharge of the patient, reuniting the pet with their family and guiding the client through the doctor’s home care and medication instructions.