Patient Liaison – Community Veterinary Clinic

ASPCA • Miami, FL

6d • $24 - $26 • Onsite

About The Position

The Patient Liaison (PL) works directly with clients and medical teams to support seamless service delivery and provide a welcoming, judgment-free, high-quality experience. The role is a trusted source of information and support for families seeking veterinary care for their pets. The PL schedules medical appointments, welcomes clients, answers questions about the program, assists with data entry, and collects payments for services.

The ASPCA Community Medicine team provides 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 into communities and partially or fully subsidizing basic and preventive care.

This is an on-site position at the Miami Community Veterinary Clinic. The typical schedule is Monday through Friday, eight hours per day, with flexibility to work occasionally beyond the scheduled workday. Schedules may change as needed by the ASPCA.

Requirements

• High school diploma or GED equivalent required.
• Customer service experience required.
• Experience using a computer and navigating software applications required.
• English proficiency required.
• Ability to build close working relationships with internal and external partners at all levels.
• Outstanding customer service skills.
• Ability to remain calm under pressure and deescalate conflict positively and professionally.
• Ability to work independently and as part of a team.
• Ability to stand for eight or more hours.
• Ability to regularly lift and carry more than 40 pounds with assistance.
• Agile and flexible work style to support a fast-paced environment with shifting short- and long-term priorities.
• High degree of integrity and accountability, and a desire to carry out the ASPCA’s mission.
• Highly organized with attention to detail.
• Track record of timely and accurate data entry.

Nice To Haves

• Experience in a veterinary medical setting is strongly preferred.
• Experience providing support in a medical setting is preferred.
• Experience in a social service setting working with diverse populations is preferred.
• Experience in community services, customer service, community organizing, advocacy, or a related field is preferred.
• Bilingual Spanish or Haitian Creole is strongly preferred.

Responsibilities

• Work with the team to provide a consistently welcoming client experience.
• Greet clients, answer questions, schedule appointments, and assist with patient intake.
• Maintain a clean, stocked, and organized lobby and manage client check-in for an efficient morning intake process.
• Accurately enter client and patient information into the database.
• Provide or coordinate interpretation and translation so clients can understand medical procedures, options, and decisions.
• Provide clients with referrals to external agencies and partners.
• Accept service payments and balance the cash register daily as needed.
• Complete follow-up and reminder calls or text messages, and coordinate services such as transportation to improve appointment compliance and remove barriers to care.
• Schedule follow-up appointments and additional services as needed.
• Participate in community outreach, ASPCA and Community Medicine events, and community tabling.
• Prepare exam rooms and escort and welcome clients into them.
• Assist with outpatient exams by taking patient medical histories.
• Act as a scribe when appropriate to improve medical team efficiency.
• Help coordinate and dispense flea and heartworm prevention medication refills.
• Discharge spay/neuter patients, discuss post-operative instructions, and provide appropriate paperwork.
• Clean, sonicate, pack, and sterilize surgical instruments, and clean and disinfect endotracheal tubes.
• Clean and disinfect animal areas, including exam tables, scales, and kennels, following standard operating procedures and using appropriate personal protective equipment.
• Restock medical supplies as needed.
• Assist the medical team with coordinating translation services.
• 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.
• Veterinary state license fee reimbursement.
• 401(k) plan with dollar-for-dollar employer matching up to 4%, plus an additional 4% employer contribution each year.
• Professional development opportunities, including three paid continuing education days and a continuing education stipend.

What This Job Offers

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