Patient Liaison – Community Veterinary Clinic
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
- Excellent customer service skills.
- Ability to build close working relationships with others, both internal and external partners at all levels.
- 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.
- 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.
- Ability to perform timely and accurate data entry.
- High School Diploma, GED or equivalent experience required.
- Customer service experience required.
- English 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, customer service, community organizing, advocacy or related fields preferred.
- Bilingual (Spanish) strongly preferred.
Responsibilities
- Schedules medical appointments, welcomes clients to the clinic, answers questions about our program, assists with data entry and collects payments for services.
- Acts as the trusted source of information and support for families seeking assistance for their pets.
- Works as part of a team to create a consistently excellent, welcoming client experience.
- Greets clients, answers questions, schedules appointments and assists with patient intake.
- Maintains a clean, stocked and organized lobby.
- Manages client check-in to ensure smooth/efficient morning intake process.
- Accurately and efficiently enters client and patient information into database.
- Provides and/or coordinates interpretation and translation as needed and supports client’s ability to fully understand all medical procedures, options, and decisions.
- Provides clients with referrals to external agencies/partners.
- Accepts payments for services and ensures cash register is balanced daily as needed.
- Completes follow-up and reminder calls / text messages, and coordinates other services as needed (transportation, etc.) to remove obstacles to care and improve appointment compliance.
- Schedules follow-up and additional services as needed.
- Participates 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.
- Prepares exam room(s) for use and escorts and welcomes clients into exam rooms.
- Assists with outpatient exams by taking patient medical history.
- Acts as a scribe as appropriate to increase efficiency of the medical team.
- Discharges spay/neuter patients, discusses post-operative instructions and supplies appropriate paperwork.
- Cleans, sonicates, packs, and sterilizes surgical instruments and cleans/disinfects endotracheal tubes.
- Cleans and disinfects animal areas (exam tables, scales, kennels) throughout the clinic day, following CM standard operating procedures and utilizing appropriate and personal protective equipment.
- Restocks medical supplies as needed.
- Assists medical team with translation service coordination as needed.
- Performs 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
