Client Care Coordinator - Veterinary Hospital, General Medicine & Neurology, day shift

MSPCA-Angell•Boston, MA

20d•Onsite

About The Position

This Client Care Coordinator position is an essential part of our esteemed General Medicine and Neurology services. In this specialized role, you will work collaboratively with our veterinarians, technicians, and support staff in our General Medicine and Neurology Departments 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.

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.
Relative experience in a human medical position is also welcomed.
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

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