Patient Liaison – Community Veterinary Clinic

The American Society for the Prevention of Cruelty to Animals•Miami, FL

3d•Onsite

About The Position

The Patient Liaison (PL) is a vital member of our team who works directly with clients and the medical teams to ensure seamless delivery of services and a judgement free, high-quality experience for all. The ASPCA’s Community Medicine (CM) team provides expert veterinary care to support the welfare of animals and their people through our stationary and mobile veterinary clinics, serving the most underserved communities in New York, Miami, and Los Angeles. We help pet owners overcome barriers to care, bringing quality services directly to the communities that need us most and partially or fully subsidizing the cost of basic and preventive care. CM treats people and pets with dignity and respect, assisting pet owners in making informed decisions about their pets’ health and wellbeing regardless of their financial circumstances. When you come to work at the ASPCA, you join a team of over 1,000 dedicated colleagues with deep knowledge, skills, and passion for the animals we serve.

Requirements

Ability to build close working relationships with others, both internal and external partners at all levels
Outstanding customer service skills
Ability to stay calm under pressure and deescalate conflict in a positive and professional manner
Ability to work independently and as part of team
Ability to work standing for 8 or more hours
Ability to lift and carry 40-plus pounds regularly with assistance
Agile and flexible work style to support a fast-paced work environment with shifting short term and long-term priorities
Experience using a computer and navigating software applications required
High-degree of integrity and accountability, as well as a desire to carry out the ASPCA’s mission
Highly organized, with attention to detail
Must display a track record of timely and accurate data entry
High School Diploma or GED equivalent required
Customer service experience required
Language: English required
Bilingual (Spanish, Haitian Creole) strongly preferred
Education and Work Experience: High School Diploma, GED, or Equivalent Experience (Required)

Nice To Haves

Experience in veterinary medical setting strongly preferred
Experience providing support in a medical setting preferred
Experience in a social service setting working with diverse populations preferred
Experience in community services, community organizing, advocacy or related field preferred

Responsibilities

Work as part of a team to create a consistently excellent, welcoming client experience
Greet clients, answer questions, schedule appointments and assist with patient intake
Maintain a clean, stocked and organized lobby
Manage client check-in to ensure smooth/efficient morning intake process
Accurately and efficiently enter client and patient information into database
Provide and/or coordinate interpretation and translation as needed and support client’s ability to fully understand all medical procedures, options, and decisions
Provide clients with referrals to external agencies/partners
Accept payments for services and ensure cash register is balanced daily as needed
Complete follow-up and reminder calls/text messages, and coordinate other services as needed (transportation, etc.) to remove obstacles to care and improve appointment compliance
Schedule follow-up and additional services as needed
Participate in grassroots community outreach to connect services with clients who need them including participating in ASPCA and CM events and tabling at other community events
Prepare exam room(s) for use and escort and welcome clients into exam rooms
Assist with outpatient exams by taking patient medical history
Act as a scribe as appropriate to increase efficiency of the medical team
Assist in coordinating and dispensing flea/heartworm prevention medication refills for patients
Discharge spay/neuter patients, discuss post-operative instructions and supply appropriate paperwork
Clean, sonicate, pack, and sterilize surgical instruments and clean/disinfect endotracheal tubes
Clean and disinfect animal areas (exam tables, scales, kennels) throughout the clinic day, following CM standard operating procedures and utilizing appropriate and personal protective equipment
Restock medical supplies as needed
Assist medical team with translation service coordination as needed
Perform other duties as assigned

Benefits

Flexible time off that includes vacation time, sick and bereavement time
Paid parental leave
Company paid holidays
Paid personal time off
Affordable health coverage , including medical
Employer-paid dental
Optional vision coverage
Employer-paid life and long-term disability insurance
Veterinary state license fee reimbursement
401(k) plan with generous employer contributions — we match dollar for dollar up to 4% and provide an additional 4% contribution toward your future each year
Robust professional development opportunities
Three paid continuing education days
A CE stipend