Associate Veterinarian Client Care Coordinator - Veterinary Hospital, Emergency Department; evening

Job Description

Job Description

This is a full time 40-hour, Monday-Friday position. Second shift hours from 1-9:30pm.

This Client Care Coordinator position is an integral part of our Emergency/Critical Care team. In this specialized role, you will work collaboratively with our Associate Veterinarians in our Emergency Department to ensure seamless delivery of excellent client service while a pet is hospitalized. 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 hospitalization. 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 hospitalization – providing status updates, sending patient photos, 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:

• Meeting with clients at patient drop off and facilitate patient admission to the hospital and transporting the pet to their treatment areas.
• Following inpatient population for their service to provide patient status updates to their families via various channels including phone, email, text
• Providing photo updates and/or facilitating with in-person or video visiting with inpatients to their families
• Celebrating patient success and offering kindness in the face of patient challenges and loss, demonstrating comfort care to patients and clients
• Facilitating communication between the doctor and client during their pet’s inpatient care. Communications would include: Addressing client questions and soothing concerns, relaying pertinent information on status and policies, gaining permission from clients for diagnostics or procedures during hospitalization including the presentation of any additional financial estimates
• Facilitating discharge of the patient, reuniting the pet with their family and guiding the client through the doctor’s home care and medication instructions

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!