Patient Liaison – Community Veterinary Clinic

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

4d • Onsite

About The Position

The Patient Liaison is a key member of the ASPCA Community Medicine team, working directly with clients and medical staff to help deliver seamless veterinary services and a welcoming, judgment-free experience. Community Medicine provides expert veterinary care through stationary and mobile clinics, serving underserved communities in New York, Miami, and Los Angeles. Services are partially or fully subsidized to help pet owners overcome barriers to basic and preventive care.

The Patient Liaison schedules appointments, welcomes clients, answers questions about the program, supports patient intake and data entry, and collects payments. The role also provides practical information and assistance to families seeking veterinary care for their pets.

This is an on-site position at the Miami Community Veterinary Clinic, 1320 NW 62nd St, Miami, FL 33147. 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, GED, or equivalent required.
• Customer service experience required.
• Outstanding customer service skills.
• Ability to build close working relationships with internal and external partners at all levels.
• Ability to remain 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.
• 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.
• Experience using a computer and navigating software applications required.
• 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.
• English proficiency required.

Nice To Haves

• Experience in a 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 a related field preferred.
• Bilingual Spanish and/or Haitian Creole strongly preferred.

Responsibilities

• Work with the team to provide 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 support a smooth and efficient morning intake process.
• Enter client and patient information accurately and efficiently into the database.
• Provide or coordinate interpretation and translation as needed so clients can understand medical procedures, options, and decisions.
• Provide referrals to external agencies and partners.
• Accept payments for services and balance the cash register daily as needed.
• Make follow-up and reminder calls or text messages, and coordinate other services such as transportation to reduce barriers to care and improve appointment compliance.
• Schedule follow-up appointments and additional services as needed.
• Participate in grassroots community outreach, ASPCA and Community Medicine events, and other community events to connect clients with services.
• 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 Community Medicine procedures and using appropriate personal protective equipment.
• Restock medical supplies as needed.
• Assist the medical team with coordinating translation services as needed.
• 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 matching up to 4% and an additional employer contribution of 4% each year.
• Professional development opportunities.
• 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