ECC Client Care Coordinator, CASE
About The Position
ECC Client Care Coordinator Colorado Animal Specialty & Emergency (CASE) in Boulder, CO, is a leading provider of specialty and 24-hour emergency veterinary services in Boulder. Our state-of-the-art, 35,000 sq ft hospital is staffed by experienced medical professionals, including board-certified specialists who are dedicated to delivering the highest level of compassionate veterinary care. Our mission is to preserve and enhance the human-animal bond by offering exceptional service through innovative medicine, community partnerships, and nurturing client relationships. We are excited to welcome a Client Care Coordinator – Emergency & Critical Care (ECC) to our team! In this role, you will serve as a vital link between our Emergency and Critical Care teams and the owners of hospitalized patients, ensuring seamless communication and exceptional client support throughout their care journey. General Overview: In this role you will be a liaison between Emergency, Critical Care, and Hospitalized patient owners and the medical team.
Requirements
- High School Diploma
- At least 1 year of experience working within a customer service environment
- Ability to communicate well with other CASE staff members
- Strong written and verbal communication skills
- Fluent English skills (speaking & reading) are required for the role
- Ability to work independently and with little or no supervision
- Ability to multi-task and produce quality work while making effective decisions
- Ability to “track” clients in the lobby after they check in, making sure they are being helped in a timely manner.
Nice To Haves
- Knowledge of basic veterinary practices, procedures and terminology a plus!
- fluency in multiple languages a plus!
Responsibilities
- Provide high quality customer service that meets or exceeds the expectations of our clients
- Assist with front desk/phone calls/emails as needed
- Support the doctors and support staff as needed
- Assist with euthanasia paperwork and provide compassionate service to owners suffering from loss and grief
- Collect deposits for appointments and procedures
- Communicate patient progress/owner updates to clients in the lobby
- Answer questions clients may have while in the lobby
- Schedule future appointments/follow up as needed
- Look for ways to continually improve the delivery of services to our clients to ensure that clients are treated with respect and compassion
- Assist with basic onboarding and introductory training of new team members
- Assist medical team with basic invoicing tasks (creating estimates from templates, re assigning overnight doctors to invoices, etc.)
- Provide owners with high level morning updates on how overnight care went
- Provide owners with updates throughout the day as they request
- Facilitate owner visits for hospitalized patients
- Ability to work nights, weekends, holidays as needed to fit the needs of a 24/7 emergency veterinary hospital
- Uphold our Core Values in all aspects of the job: Collaboration, Integrity, Respect, and Compassion
Benefits
- CE Allowance
- Uniform Allowance
- Paid Time Off
- Holiday = time and a half
- Employee Pet Discount
- 401k
- Medical/Dental/Vision
- Disability Insurance
- Life Insurance
- HSA/FSA
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
