Patient Liaison, Community Medicine

The American Society for the Prevention of Cruelty to Animals • Long Island, NY

7d • Onsite

About The Position

The Patient Liaison (PL) works directly with clients and medical teams to support seamless service delivery and provide a judgment-free, high-quality experience. The PL schedules medical appointments, welcomes clients, answers questions about the Community Medicine program, supports data entry, and collects payments. This role serves as an important source of information and support for families seeking veterinary care for their pets.

The ASPCA Community Medicine team provides expert veterinary care through stationary and mobile clinics, serving underserved communities in New York, Miami, and Los Angeles. The team helps pet owners overcome barriers to care by bringing services to communities and partially or fully subsidizing basic and preventive care.

This is an on-site position based at the Queens Community Veterinary Clinic in Long Island City, New York. The usual schedule is Monday through Friday, eight hours per day, between 7:30 a.m. and 5:00 p.m. EST. Occasional work beyond the scheduled day and reporting to other ASPCA locations in the greater metro area may be required based on operational needs. Schedules may change as needed.

Requirements

• Excellent customer service skills.
• Ability to build close working relationships with internal and external partners at all levels.
• Ability to stay calm under pressure and de-escalate conflict positively and professionally.
• Ability to work independently and as part of a team.
• Ability to work standing for eight or more hours.
• Agile and flexible work style suited to a fast-paced environment with shifting short- and long-term priorities.
• Experience using a computer and navigating software applications.
• High degree of integrity and accountability, and a desire to carry out the ASPCA’s mission.
• Highly organized with attention to detail.
• Ability to perform timely and accurate data entry.
• High school diploma, GED, or equivalent experience.
• Customer service experience.
• English proficiency.

Nice To Haves

• Experience in a veterinary medical setting.
• Experience serving diverse communities.
• Bilingual Spanish skills.

Responsibilities

• Work with the team to provide a consistently welcoming and excellent client experience.
• Greet clients, answer questions, schedule appointments, and assist with patient intake.
• Keep the lobby clean, stocked, and organized.
• Manage client check-in to support a smooth and efficient morning intake process.
• Enter client and patient information accurately and efficiently into the database.
• Provide or coordinate interpretation and translation as needed, supporting clients’ understanding of medical procedures, options, and decisions.
• Provide referrals to external agencies and partners.
• Accept service payments and balance the cash register daily as needed.
• Make follow-up and reminder calls or text messages and coordinate services such as transportation to remove barriers to care and improve appointment compliance.
• Schedule follow-up appointments and additional services as needed.
• Participate in grassroots community outreach, ASPCA and Community Medicine events, and community tabling events.
• Prepare exam rooms and escort and welcome clients into exam rooms.
• Assist with outpatient exams by taking patient medical histories.
• Act as a scribe when appropriate to improve medical team efficiency.
• Discharge spay/neuter patients, discuss postoperative instructions, and provide appropriate paperwork.
• Clean, sonicate, pack, and sterilize surgical instruments; clean and disinfect endotracheal tubes.
• Clean and disinfect animal areas, including exam tables, scales, and kennels, following Community Medicine procedures and using appropriate personal protective equipment.
• Restock medical supplies as needed.
• Assist the medical team with coordinating translation services as needed.
• Perform other duties as assigned.

Benefits

• Flexible time off, including vacation, sick and bereavement time, paid parental leave, company-paid holidays, and paid personal time off.
• Affordable health coverage, including medical, employer-paid dental, and optional vision coverage.
• Employer-paid life and long-term disability insurance.
• 401(k) plan with dollar-for-dollar employer matching up to 4%, plus an additional 4% employer contribution each year.
• Veterinary state license fee reimbursement.
• Professional development opportunities.
• Three paid continuing education days and a continuing education stipend.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED