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Client Care Coordinator

3 months ago

Jamaica Plain, United States MSPCA Angell Full time

This is a full time 40 hour/week day shift position. Second shift hours from 12-8:30pm, Mon-Fri.

This Client Care Coordinator position is a new addition to our growing Emergency/Critical Care team. In this role, you will work collaboratively with our clinical and service teams to ensure seamless delivery of excellent client service and patient care from the point of arrival to our Emergency Room. This impactful role provides daily opportunity to make a positive difference in the quality of life of our patients and clients. Ideal applicants will have at least 2 years experience in a hands on and/or client service role in a veterinary clinic or hospital, animal shelter/humane society, or other animal related field. Relative experience in a human medical position is also welcomed.

THE POSITION:

Our Client Care Coordinators 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 works collaboratively with many hospital areas to manage patient care and assist the client in making the transition to home care after discharge from the hospital. This vital position relies on strong communication skills, as the Coordinator is a direct line of communication between the client and our Veterinarians and serves as a central resource for the client via multiple channels. Being both patient and client facing, this role is perfect for someone who wants to work with animals hands on but in a less technical role.

Some Duties include:

Introduce self to clients waiting for emergency services to offer support, proactively communicate wait times and other relevant policies. Identify client/patient needs and assist where possible, including facilitation of follow up triage.
Facilitating communication between the doctor and client during their pet's emergency or inpatient care. Communications would include: Addressing client questions and soothing concerns, communicating emergency room wait times, coordinating medical triage for waiting patients, relaying pertinent information on status and polices, gaining permission from clients for diagnostics or procedures during hospitalization including the presentation of any additional financial estimates.
Meeting with clients at patient drop off and facilitate patient admission to the hospital and transporting the pet to their treatment areas.
Following Emergency Room/inpatient population to provide patient status updates to their families via various channels including phone, email, text.
Providing photo updates and/or facilitating patient visitation.
Celebrating patient success and offering kindness in the face of patient challenges and loss, demonstrating comfort care to patients and clients.
Facilitating admit and 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

Experience
Required
Please attach a cover letter for this position with your application.
2 year(s): • Prior experience of a minimum of 2 years veterinary practice experience in a technical or a general client services position.
Preferred
• Previous work experience in a fast-paced, multi-veterinary hospital, emergency/referral practice or veterinary teaching hospital is a plus
Education
Preferred
Associates or better in Animal Science