Patient Liaison

ASPCA•Gardena, CA

1d•$27 - $28•Onsite

About The Position

The Patient Liaison is a member of the ASPCA Community Medicine team who works directly with clients and medical teams to support seamless veterinary services and a welcoming, judgment-free experience. The role serves as an information and support resource for families seeking care for their pets. Duties include scheduling appointments, welcoming clients, answering program questions, entering information, and collecting payments. The ASPCA Community Medicine team provides veterinary care through stationary and mobile clinics in underserved communities in New York, Miami, and Los Angeles. Services help pet owners overcome barriers to care and may be partially or fully subsidized. The position is based on-site at the Carson Community Veterinary Clinic, with occasional reporting to other ASPCA locations in the Greater Los Angeles area as operational needs require. The typical schedule is Monday through Friday, eight hours per day, with flexibility to work occasionally beyond the scheduled workday.

Requirements

High school diploma or GED equivalent.
Customer service experience.
Outstanding customer service skills.
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 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 proficiency.

Nice To Haves

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

Responsibilities

Work as part of a team to provide a consistently welcoming and excellent 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 support a smooth and efficient intake process.
Accurately and efficiently enter client and patient information into the database.
Provide or coordinate interpretation and translation as needed, supporting clients’ understanding of medical procedures, options, and decisions.
Provide clients with referrals to external agencies and partners.
Manage service-area eligibility and communicate applicable visit costs.
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 community outreach, ASPCA and Community Medicine events, and tabling at community events.
Prepare exam rooms and escort and welcome clients into them.
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 procedures and using appropriate personal protective equipment.
Receive mail and packages and restock medical supplies.
Assist the medical team with coordinating translation services as needed.
Perform other duties as assigned.