Client Care Coordinator - Veterinary Hospital, evening shift

MSPCA-Angell•Boston, MA

123d•Onsite

About The Position

This is a full-time, 40-hour/week position with evening shift hours from 1:00 PM to 9:30 PM. The Client Care Coordinator position is an essential part of our specialty services within the hospital. In this specialized role, you will work collaboratively with our doctors, technicians, and support staff to ensure seamless delivery of excellent client service while a pet is hospitalized. This impactful role provides daily opportunity to make a positive difference in the quality of life of our patients and clients. The Coordinator will act as an integral point person for both clients and veterinary staff; liaising information, facilitating patient movement within the hospital, and providing our clients with a valuable resource during their pet’s hospitalization. This non-clinical client service role is perfect for someone who excels in providing outstanding client service, but wants the opportunity to also work with animals in a less technical role. The Client Care Coordinators are responsible for facilitating client care from patient admission to discharge. They serve as a life-line to clients during their pet’s hospitalization – providing status updates, sending patient photos, and addressing questions/concerns to ensure the client is comforted and informed during their pet’s care. This role relies on strong communication skills as the Coordinator is a direct line between our Veterinarians and the client, acting as a central resource and relaying critical information through multiple channels.

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.