Patient Liaison

The American Society for the Prevention of Cruelty to Animals•Gardena, CA

7d•Onsite

About The Position

The Patient Liaison is a member of the ASPCA’s Community Medicine team, working directly with clients and medical teams to support seamless veterinary services and provide a welcoming, judgment-free, high-quality experience. The role schedules medical appointments, greets clients, answers questions about the program, supports intake and data entry, and collects payments. The Patient Liaison also serves as a source of information and support for families seeking veterinary care for their pets. This is an on-site position based at the Carson Community Veterinary Clinic, with occasional flexibility to report to other ASPCA locations throughout the Greater Los Angeles area as operational needs require. The typical schedule is Monday through Friday, eight hours per day, with occasional flexibility to work beyond the scheduled workday. The ASPCA’s Community Medicine team provides veterinary care through stationary and mobile clinics in underserved communities in New York, Miami, and Los Angeles. It helps pet owners overcome barriers to care by bringing services into the communities that need them and partially or fully subsidizing basic and preventive care. The organization describes its approach as treating people and pets with dignity and respect and supporting informed decisions regardless of clients’ financial circumstances.

Requirements

High school diploma or GED equivalent.
Customer service experience.
Outstanding customer service skills.
Ability to stay calm under pressure and de-escalate conflict in a positive and professional manner.
Ability to work independently and as part of a team.
Ability to stand for eight or more hours.
Agile and flexible work style to support a fast-paced work environment.
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.
English language proficiency is required.

Nice To Haves

Experience in a veterinary medical setting.
Experience serving diverse communities.
Spanish bilingual ability.

Responsibilities

Work as part of a team to create a consistently excellent and 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 a smooth and efficient intake process.
Accurately and efficiently enter client and patient information into a database.
Provide or coordinate interpretation and translation as needed, supporting clients’ understanding of medical procedures, options, and decisions.
Provide referrals to external agencies or partners.
Manage service-area eligibility and communicate visit costs when applicable.
Process payment transactions and ensure the cash register is balanced daily.
Complete follow-up and reminder calls or text messages and coordinate other services as needed.
Participate in grassroots community outreach, including ASPCA and Community Medicine events and tabling at community events.
Prepare exam rooms and escort and welcome clients into exam rooms.
Assist with outpatient exams by taking patient medical histories.
Scribe medical records to support surgery flow.
Discharge patients, discuss post-operative instructions, and provide appropriate paperwork or digital medical records.
Clean, sonicate, pack, and sterilize surgical instruments and clean and disinfect endotracheal tubes as needed.
Clean and disinfect animal areas, including exam tables, scales, and kennels, following Community Medicine standard operating procedures and using appropriate personal protective equipment.
Receive mail and packages and restock medical supplies.
Assist the medical team with coordination of translation services as needed.
Perform other duties as assigned.