Veterinary Client Care Coordinator
About The Position
Help create a compassionate and seamless experience for pets and their families during some of their most difficult moments. As an Emergency Concierge at Veterinary Emergency + Referral Center of Hawaii (VERC), you'll serve as the communication bridge between our Emergency clinicians and clients, ensuring families stay informed, supported, and confident throughout their pet's emergency visit. At VERC, part of Ethos Veterinary Health, you'll join a team of board-certified specialists and highly trained emergency professionals dedicated to providing the highest standard of emergency and specialty veterinary care throughout the Hawaiian Islands. Our state-of-the-art hospital features advanced diagnostic technology including ultrasound, CT, MRI, electrochemotherapy, and a full in-house laboratory. As an Emergency Concierge, you'll play a critical role in delivering exceptional client communication while supporting efficient patient care in a fast-paced emergency environment.
Requirements
- Excellent verbal and written communication skills with the ability to adapt to a variety of client situations.
- Exceptional customer service skills and a compassionate, empathetic approach.
- Strong organizational, time management, and multitasking abilities.
- Ability to remain calm, professional, and composed in a fast-paced emergency environment.
- Experience working collaboratively within a multidisciplinary team.
- Strong attention to detail and commitment to accurate documentation.
- Proficiency with computer systems; experience with ezyVet or SmartFlow is a plus.
- Veterinary, healthcare, or emergency client service experience preferred.
- A collaborative mindset and commitment to exceptional client care.
Nice To Haves
- Experience with ezyVet or SmartFlow
Responsibilities
- Serve as the communication liaison between emergency clinicians, technicians, and clients.
- Welcome clients, escort them to exam rooms, and provide updates throughout their visit.
- Collect and verify patient history, referring veterinarian (rDVM) information, and medical records in ezyVet.
- Coordinate communication between clients and veterinarians during emergency visits.
- Prepare, review, and explain treatment plans and financial estimates with compassion and professionalism.
- Discuss payment expectations, including deposits and available financing options such as CareCredit.
- Coordinate admissions, treatment approvals, and communication with the emergency medical team.
- Monitor client locations throughout the hospital and provide updates during extended wait times.
- Review invoices prior to discharge to ensure accuracy and completeness.
- Assist families with euthanasia paperwork and provide compassionate support during difficult conversations.
- Manage client communications and documentation within ezyVet and SmartFlow.
- Support emergency intake for critical (STAT) patients by gathering brief histories, discussing CPR status, and coordinating client communication while the medical team provides immediate care.
- Work closely with veterinarians, technicians, and client service teams.
- Contribute to a positive, team-focused hospital culture.
Benefits
- health insurance (medical, dental, vision)
- retirement benefits
- paid time off (including sick leave and vacation)
- short-term and long-term disability
- life insurance
- Competitive compensation
- Medical insurance, including an optional 100% employer-paid health plan
- Dental, vision, disability, and life insurance
- 401(k) retirement plan and Flexible Spending Accounts (FSA)
- Paid time off (PTO)
- Continuing Education (CE) allowance and ongoing professional development opportunities
- Employee Assistance Program (EAP)
- Uniform allowance
- Career advancement opportunities within Ethos Veterinary Health
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
