Emergency Veterinary Client Care Coordinator - (non-clinical role) evening shift

MSPCA-Angell Careers•Boston, MA

60d•Onsite

About The Position

Join a dedicated and growing team of Client Care Coordinators at MSPCA-Angell, Massachusetts’ renowned nonprofit veterinary hospital with more than a century of leadership in animal care and a proud legacy as part of the second-oldest humane society in the United States. 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. This is a full-time, 40-hour/week Monday-Friday position. Second shift hours from 12-8:30pm. About the Role 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 is a plus.

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