Emergency Veterinary Client Care Coordinator - (non-clinical role) evening shift
About The Position
The Client Care Coordinator is a non-clinical client service role perfect for someone who excels in providing outstanding client service and finds fulfilment in helping people, but also desires the opportunity to work alongside animals every day while supporting the people who love them. As a Client Care Coordinator in the Emergency Department, you are an integral member of the emergency care team and a key resource for both clients and veterinary staff throughout a pet's outpatient emergency visit. In this role, you help ensure clients feel informed, supported, and cared for during what is often a stressful and emotional experience. Working closely with emergency veterinarians, triage staff, technicians, and assistants, you serve as a central communication resource between clients and the medical team. You will provide updates, answer questions, facilitate communication regarding patient care and financial estimates, transport patients within the hospital, and help clients navigate their emergency visit after check-in, leading the client assuredly through to their pet’s discharge. Every shift offers the opportunity to make a meaningful impact. This is a fast-paced, highly interactive role that combines client service, patient care, and teamwork in a busy emergency hospital environment.
Requirements
- Excellent verbal and written communication skills
- Thrive in fast-paced environments where priorities can shift quickly
- Demonstrate empathy, patience, and emotional intelligence and resiliency
- Highly organized and detail-oriented
- Strong client service experience and professionalism
- Comfortable navigating emotionally sensitive situations
Nice To Haves
- At least 2 years of experience in one or more of the following: Veterinary hospital or clinic settings, Animal shelters or animal care environments, Human healthcare or medical support roles (incl. social work)
- Previous experience in a specialty, emergency, referral, or teaching hospital environment
Responsibilities
- Introducing yourself to clients waiting for emergency services to offer support and proactively communicate wait times and other relevant policies
- Serving as the primary communication bridge between emergency veterinarians and clients during outpatient emergency care – communications include: addressing client questions and soothing concerns, communicating emergency room wait times, coordinating follow-up medical triage for waiting patients, and relaying pertinent information on status and policies
- Identifying client and patient needs and assisting where possible
- Assisting with movement of pets to and from their treatment areas within the hospital
- Monitoring 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
- 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
- Celebrating patient success and offering kindness in the face of patient challenges and loss
Benefits
- Health, dental, vision, and life insurance
- Paid holidays, vacation, and sick time
- Employee discounts for pet healthcare and food
- 403(b) retirement plan
- Tuition reimbursement
- Free on-site Boston parking
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
