Veterinary Client Care Coordinator - (non-clinical role)

MSPCA-Angell Careers•Boston, MA

60d•Onsite

About The Position

Join a dedicated and growing team of Client Care Coordinators at MSPCA-Angell, Massachusetts’ renowned nonprofit veterinary hospital with more than a century of leadership in animal care and a proud legacy as part of the second-oldest humane society in the United States. The Client Care Coordinator is a non-clinical client service role perfect for someone who excels in providing outstanding client service and finds fulfilment in helping people, but also desires the opportunity to work alongside animals every day while supporting the people who love them. This is a full-time, 40-hour/week position with a variety of set schedules available. First shift hours from 6/6:30am-2:30/3pm and second shift from 1-9:30pm. About the Role As a Client Care Coordinator, you are a unique and essential part of the Angell team, serving as the primary connection between hospitalized patients, their families, and the medical staff caring for them. In this role, you ensure that clients feel informed, supported, and cared for throughout every stage of their pet’s hospital stay and become a trusted source of communication and comfort. You will work closely with veterinarians, technicians, assistants, and fellow coordinators to manage the full client experience from admission to discharge, helping ensure each patient and client receives compassionate, organized care. You work within our specialty services where you become an integrated member of that care team and build strong working relationships with doctors and clinical staff, develop familiarity with service-specific workflows, and help ensure seamless communication and continuity of care. Every shift gives you the opportunity to make a meaningful impact – whether you’re soothing a family’s worry with a timely update, being the first calming face a pet meets in the morning, sending a goodnight photo of a pet, or playing a key role in a heartfelt reunion during patient discharge. This is a fast-paced, highly interactive role that combines client service, patient care, and teamwork in a hospital environment. Specialty services include: Avian/Exotics, Cardiology, Dentistry, Dermatology, Emergency, General Medicine, Internal Medicine, Neurology, Oncology (Chemotherapy and Radiation), Ophthalmology, and Surgery

Requirements

Excellent verbal and written communication skills
Thrive in fast-paced environments
Demonstrate empathy, patience, and emotional intelligence and resiliency
Highly organized and detail-oriented
Strong client service experience and professionalism
Comfortable handling emotionally sensitive situations

Nice To Haves

At least 2 years of experience in one or more of the following: Veterinary hospital or clinic settings, Animal shelters or animal care environments, Human healthcare or medical support roles (incl. social work), Hospitality or leadership roles with high client interaction; hotel, restaurant, retail, teaching
Previous experience in a specialty, emergency, referral, or teaching hospital environment is a plus.

Responsibilities

Serve as the primary communication bridge between doctors and clients during hospitalization, including answering questions, addressing concerns, relaying status updates and hospital policies, and obtaining consent for previously discussed diagnostics, procedures, or additional financial estimates
Meet with clients during patient admission, helping to guide them through the drop-off process, set expectations, and ensure a smooth, compassionate transition of their pet into hospital care
Accurately log information into electronic medical records systems, including but not limited to pertinent medical information such as patient weight, feeding and medication history, medical alerts (both clinical and behavioral), and medications, food, or devices admitted into the hospital with the pet
Identify and document patient caseload within your assigned service utilizing several sources of information; remain informed the duration of their stay to provide families timely, clear updates through phone, email, text, and in-person communication channels
Ensure all requirements prior to patient discharge have been completed by appropriate hospital teams (e.g. prescriptions are filled, patients are clean and medical catheters are removed, home care instructions are finalized)
Facilitate patient discharges, reuniting the pet with their family and guiding the client through the doctor’s written home care and medication instructions, helping ensure clients are set up for success after bringing their pet back home
Handle animals in some of the following capacities: weighing patients, placing ID bands around patient necks, removing owner belongings such as collars and leashes from dogs and replacing with hospital stock items, removing from and placing cats into carriers, walking leashed dogs through the hospital, safely securing dogs and cats into runs and cages; placing e-collars, removing pressure bandages, offering comforting support (soothing head pats, calming chin rubs, gentle pets)
Facilitate in-person or virtual visits to help families stay connected with their hospitalized pets
Support with the preparation of paperwork prior to pets’ admission
Provide comfort, empathy, and support during all stages of care; celebrating patient progress and offering compassion during difficult outcomes or loss