Client Care Coordinator - Internal Medicine

COVE Animal Health•Middletown, CT

5d•Onsite

About The Position

Pieper Veterinary in Middletown, CT is seeking a dedicated Client Care Coordinator (CCC) to support our Internal Medicine Department. The client experience begins at the front desk, and we are committed to creating an environment where both pets and their people feel supported, respected, and cared for from the moment they arrive. Our vision is simple yet powerful: to strengthen our community by improving the health, well-being, and happiness of the animals and the people who love them. As a Client Care Coordinator within our Internal Medicine department, you will play a vital role in delivering an exceptional client and patient experience from the first point of contact through discharge and follow-up care. Serving as the primary liaison between clients, referring veterinarians, doctors, and the medical team, you will provide concierge-level support while ensuring clear, timely, and accurate communication throughout every stage of the patient's visit. In this role, you will coordinate complex clinical and administrative workflows, advocate for clients, and help facilitate seamless communication between the Internal Medicine team and the front desk to ensure questions are addressed promptly and delays are minimized. The ideal candidate combines strong organizational skills, advanced medical knowledge, exceptional communication, and a compassionate, client-focused approach to support the highest standard of specialty patient care.

Requirements

Previous experience in a customer service role, preferably in a veterinary setting, is preferred.
Familiarity with veterinary terminology or a willingness to learn.
Excellent verbal and written communication skills to interact with clients, and staff.
Exceptional interpersonal skills with a warm, friendly, and empathetic approach to clients and their pets.
Ability to handle challenging client situations with tact, patience, and understanding.
Ability to manage multiple tasks simultaneously in a fast-paced environment.
Ability to work collaboratively with veterinarians, technicians, and other staff members to ensure smooth clinic operations.
Flexibility to assist with other duties as needed and work effectively in a team-oriented environment.
Reliable, punctual, and dependable with a strong work ethic and a commitment to delivering exceptional service.
Ability to remain calm and composed under pressure, especially in high-stress or emotional situations.
Willingness to continue learning and stay updated on best practices in client service and veterinary care.
Must be 18 years or older to apply.

Nice To Haves

Strong communication and client-education skills, particularly for complex or emotionally sensitive conversations.
Exceptional organizational skills and ability to manage multiple priorities in a fast-paced clinical environment.
Compassion, professionalism, and commitment to providing exceptional patient and client care.

Responsibilities

Manage the Internal Medicine email inbox, including all technician-related inquiries, record requests, prescription needs, and medical updates.
Coordinate specialized medication and treatment orders, including chronic disease management therapies, long-term prescriptions, or specialty diagnostics.
Guide clients through complex treatment plans, including medication changes, home-care instructions, monitoring expectations, and long-term disease management.
Serve as the primary resource for client questions regarding common Internal Medicine conditions and for interpreting treatment protocols and monitoring guidelines.
Provide compassionate client care, particularly during emotionally sensitive discussions such as chronic illness management or quality-of-life concerns.
Respond to client calls and provide detailed, empathetic guidance to support patient follow-through and understanding.
Manage prescription refills in a timely, accurate manner, including long-term medications commonly used in Internal Medicine cases.