Client Services Coordinator, Emergency

Ethos Veterinary Health•West Caldwell, NJ

1d•$22 - $24•Onsite

About The Position

The Client Emergency Services Coordinator is an advanced Client Services position responsible for coordinating the operational flow of the Emergency Service while promoting exceptional client communication, operational efficiency, and financial accuracy. Serving as the operational communication hub between clients, Client Services, the Clinical Team, referring veterinarians, and Hospital Leadership, this position maintains operational awareness of the Emergency Department to proactively identify and help resolve barriers affecting patient flow, client communication, and the overall client experience. The Client Emergency Services Coordinator partners with Hospital Leadership to improve operational efficiency through communication, coordination, and problem-solving while recognizing that clinical decision-making and patient care remain the responsibility of the Clinical Team. In addition to the responsibilities outlined in this profile, the Emergency Services Coordinator is expected to perform all duties of a Client Service Representative as operational needs require.

Requirements

High school diploma or equivalent.
Minimum two years of customer service experience.
Excellent communication, organizational, and problem-solving skills.
Ability to prioritize multiple responsibilities.
Microsoft Office and EMR proficiency.
Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus!

Nice To Haves

Veterinary experience or medical client service experience preferred.
Experience with ezyVet, SmartFlow, or similar software.

Responsibilities

Support Emergency Department flow by identifying and resolving communication gaps, workflow barriers, and operational delays.
Coordinate across Client Services, Clinical Teams, and Hospital Leadership, escalating issues as needed.
Support workflow improvements while respecting clinical decision-making authority.
Serve as a key Client Services resource for complex client concerns.
Coordinate communication among clients, Clinical Teams, and referring veterinarians.
Communicate delays, wait times, and financial updates while supporting service recovery and a positive client experience.
Assist with billing discrepancies, missed charges, and daily invoice review.
Monitor treatment plans and financial authorizations and coordinate additional deposits when needed.
Identify recurring operational trends and recommend process improvements.
Support CSR onboarding, training, and adherence to department workflows and communication standards.
Serve as a departmental resource and identify coaching opportunities for the CSR Supervisor.
Facilitate cross-department communication.
Identify barriers and recommend workflow improvements.
Support CSRs with complex client concerns.