Patient Liaison – Mobile Veterinary Services
About The Position
The Patient Liaison (PL) works directly with clients and medical teams to support seamless service delivery and provide a welcoming, judgment-free, high-quality experience. The PL is a trusted source of information and support for families seeking veterinary care for their pets. The role schedules appointments, welcomes clients, answers questions about the program, assists with data entry, and collects payments. It also supports patient intake and outpatient exams, coordinates translation and other services, and helps connect clients with referrals and community resources. Medical support includes preparing exam rooms, taking patient histories, assisting with discharge instructions, sterilizing instruments, and cleaning and restocking clinical areas. The position is primarily based at ASPCA Spay/Neuter Mobile Clinics throughout New York City's five boroughs, with occasional reporting to other ASPCA locations as operational needs require. The PL drives and prepares mobile clinics, performs vehicle safety checks, monitors maintenance needs, and troubleshoots equipment in the field. The schedule is typically Monday through Friday, eight hours per day, including a paid one-hour lunch break, with flexibility to work occasionally beyond the scheduled day.
Requirements
- High school diploma or GED equivalent required.
- Experience using a computer and navigating software applications required.
- Track record of timely and accurate data entry.
- Valid driver's license upon hire and successful motor vehicle history check demonstrating a safe driving history.
- Pass a Department of Transportation Medical Exam.
- Willingness and comfort learning to drive mobile clinics up to 37 feet long through city street traffic; training is provided by ASPCA.
- Ability to build close working relationships with internal and external partners at all levels.
- Agile and flexible work style to support a fast-paced environment with shifting short- and long-term priorities.
- High degree of integrity and accountability and desire to carry out the ASPCA's mission.
- Strong organization and attention to detail.
- Outstanding customer service skills.
- Ability to work standing for eight or more hours.
- Ability to work independently and as part of a team.
- Ability to remain calm under pressure and de-escalate conflict positively and professionally.
- Flexibility regarding work location and job duties.
- Ability to exemplify ASPCA core values and behavioral competencies.
- English language proficiency required.
Nice To Haves
- Experience in a social service setting working with diverse populations.
- Experience in community services, customer service, community organizing, advocacy, or a related field.
- Experience providing support in a medical setting.
- Spanish-English bilingual ability is 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 and check-in.
- Maintain a clean, stocked, and organized lobby and support an efficient morning intake process.
- Enter client and patient information accurately and efficiently into the database.
- Coordinate interpretation and translation as needed so clients can understand medical procedures, options, and decisions.
- Provide referrals to external agencies and partners.
- Accept service payments and balance the cash register daily as needed.
- Complete follow-up and reminder calls or text messages and coordinate services such as transportation to remove barriers to care and improve appointment compliance.
- Schedule follow-up appointments and additional services.
- Participate in grassroots community outreach, ASPCA and Community Medicine events, and community event tabling.
- Prepare exam rooms and escort clients into them.
- Assist with outpatient exams by taking patient medical histories and act as a scribe when appropriate.
- Discharge spay/neuter patients, discuss post-operative instructions, and provide appropriate paperwork.
- Clean, sonicate, pack, and sterilize surgical instruments; clean and disinfect endotracheal tubes.
- Clean and disinfect animal areas, including exam tables, scales, and kennels, following standard operating procedures and using appropriate personal protective equipment.
- Restock medical supplies and assist the medical team with translation-service coordination as needed.
- Drive mobile clinics to designated locations, park, and prepare vehicles for use.
- Monitor mobile clinics and notify the appropriate manager about maintenance or repair needs.
- Perform and log required daily vehicle safety checks; stop and immediately notify the fleet manager about safety-related findings.
- Troubleshoot equipment issues in the field.
- Perform other duties as assigned.
Benefits
- Flexible time off, including vacation, sick and bereavement time.
- Paid parental leave and company-paid holidays.
- One week of paid personal time off.
- Affordable medical coverage, employer-paid dental coverage, and optional vision coverage.
- Employer-paid life and long-term disability insurance.
- 401(k) plan with dollar-for-dollar employer matching up to 4%, plus an additional 4% employer contribution each year.
- Professional development opportunities, including classes, on-the-job training, coaching, mentorship, internal mobility, and opportunities to support field work.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
