What are the responsibilities and job description for the Client Care Coordinator - Veterinary Hospital, Emergency Department; evening shift position at MSPCA-Angell Careers?
This is a full time 40-hour, Monday-Friday position. Second shift hours from 12-8:30pm.
This Client Care Coordinator position is a new addition to our growing Emergency/Critical Care team. In this specialized role, you will work collaboratively with our Emergency Department to ensure seamless delivery of excellent client service throughout outpatient emergency visits. This impactful role provides daily opportunity to make a positive difference in the quality of life of our patients and clients. The Coordinator will act as an integral point person for both clients and emergency veterinary staff; liaising information, facilitating patient movement within the hospital, and providing our clients with a valuable resource during their pet’s emergency visit. Ideal applicants will have at least 2 years experience in a hands-on and/or client service role in a veterinary facility, animal shelter/humane society, or other animal related field. Relative experience in a human medical position is also welcomed.
THE POSITION:
Join our team of Client Care Coordinators who are responsible for facilitating client care from patient admission to discharge. They serve as a life-line to clients during their pet’s visit – providing status updates and addressing questions/concerns to ensure the client is comforted and informed during their pet’s care. This role relies on strong communication skills as the Coordinator is a direct line between our Veterinarians and the client, acting as a central resource and relaying critical information through multiple channels. This non-clinical client service role is perfect for someone who excels in providing outstanding client service, but wants the opportunity to also work with animals in a less technical role.
Some Duties include:
- Introducing self to clients waiting for emergency services to offer support and proactively communicate wait times and other relevant policies.
- Identifying client/patient needs and assisting where possible
- Facilitating communication between the doctor and client during their pet’s outpatient emergency care. Communications would include: Addressing client questions and soothing concerns, communicating emergency room wait times, coordinating follow up medical triage for waiting patients, relaying pertinent information on status and policies, confirming permission from clients for diagnostics or procedures during their visit, and presenting additional financial estimates.
- Assisting with movement of pets to and from their treatment areas within the hospital.
- Following Emergency Room/patient population to provide patient status updates to their families via various channels including phone, email, and text, in addition to face-to-face engagement.
- Providing photo updates and/or facilitating visitation upon admission to inpatient hospitalization.
- Celebrating patient success and offering kindness in the face of patient challenges and loss.
- Facilitating discharge of the patient, reuniting the pet with their family, guiding the client through the doctor’s home care and medication instructions, and fielding questions regarding follow up care.
WHO WE ARE:
Angell, founded in 1915, is recognized internationally as a leader in animal medicine and has the reputation as one of the finest veterinary teaching hospitals in North America. Angell serves the greater Boston and scenic New England area as a primary care facility, a 24-hour emergency hospital, and as a tertiary referral center. Our Client Services Department is the hub of this busy hospital where we will see approximately 90,000 animals this year.
APPLICANT REQUIREMENTS:
We are looking for applicants who:
- possess excellent verbal and written communication skills,
- have proven excellence in client service,
- have knowledge of principles and processes of animal handling/patient care and knowledge of common veterinary drugs,
- focus on operational/organizational excellence,
- demonstrates patience and empathy, strengths needed for this position.
OUR BENEFITS:
Our compensation package includes health, dental and life insurance, 403(b) retirement plan, tuition reimbursement, paid holidays, sick and vacation time, employee discounts for your pet health care and pet food needs, and free on-site Boston parking!