Client Care Coordinator - Veterinary Hospital, Emergency Department; evening shift

MSPCA-Angell•Boston, MA

151d•Onsite

About The Position

This is a full-time, 40-hour position, Monday-Friday, with evening shift hours from 12:00 PM to 8:30 PM. This Client Care Coordinator position is a new addition to our growing Emergency/Critical Care team. In this specialized role, you will work collaboratively with our Emergency Department to ensure seamless delivery of excellent client service throughout outpatient emergency visits. 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 emergency veterinary staff; liaising information, facilitating patient movement within the hospital, and providing our clients with a valuable resource during their pet’s emergency visit. This 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 visit – providing status updates 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 is also welcomed.

Responsibilities

Introducing self to clients waiting for emergency services to offer support and proactively communicate wait times and other relevant policies.
Identifying client/patient needs and assisting where possible.
Facilitating communication between the doctor and client during their pet’s outpatient emergency care. Communications would include: Addressing client questions and soothing concerns, communicating emergency room wait times, coordinating follow up medical triage for waiting patients, relaying pertinent information on status and policies, confirming permission from clients for diagnostics or procedures during their visit, and presenting additional financial estimates.
Assisting with movement of pets to and from their treatment areas within the hospital.
Following Emergency Room/patient population to provide patient status updates to their families via various channels including phone, email, and text, in addition to face-to-face engagement.
Providing photo updates and/or facilitating visitation upon admission to inpatient hospitalization.
Celebrating patient success and offering kindness in the face of patient challenges and loss.
Facilitating discharge of the patient, reuniting the pet with their family, guiding the client through the doctor’s home care and medication instructions, and fielding questions regarding follow up care.