Final Arrangements Coordinator

MSPCA-Angell•Boston, MA

16h•Onsite

About The Position

Under the supervision of the Client Services Manager, the Final Arrangements (FA) Coordinator is responsible for ensuring a compassionate and seamless experience for clients whose pets have passed on. Approximately 80–85% of this role focuses on FA, ensuring that clients’ aftercare wishes are communicated and processed efficiently and accurately. The FA Specialist serves as a bridge between the hospital’s internal departments, the client, and the hospital’s aftercare vendor.

Requirements

At least one year of experience working in an animal hospital or clinic in a client facing role.
Prior experience as a Client Care Specialist at Angell Animal Medical Center for at least 6 months.
Excellent verbal and written communication skills.
Must be able to sit for long periods of time.
Must be able to lift 25 pounds.
Regular and punctual attendance.

Responsibilities

Greet all clients and visitors in a friendly, respectful, and professional manner.
Process and review disposition paperwork for accuracy, completeness, and quality control, ensuring that all client aftercare wishes are clearly documented and confirmed.
Follow up promptly and compassionately with clients, internal departments, and external partners to ensure that pets move forward to their final arrangements without delay.
Input and maintain pet information daily in the crematory tracking system, ensuring accuracy and real-time updates.
Communicate regularly with crematory staff to monitor the status of patient remains and ensure timely, respectful processing.
Respond to all voicemails and email inquiries on the Final Arrangements line in a timely and professional manner, providing information and reassurance to grieving clients.
Provide Front Desk coverage, including the Emergency Desk, during periods of short staffing or high client volume to maintain efficient and compassionate client service.
Support the Medical Records team with tasks such as processing Change of Ownership requests, reviewing and merging records, and assisting with related documentation. This may include reviewing and completing paperwork and/or following up with clients to obtain missing or updated information.
Assist the Donor Fund Administrator in processing donor fund paperwork, including reviewing required forms, taking and uploading photos of pets, and following up with internal departments to gather necessary information or approvals.