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Pet Care Client Liaison

2 months ago

Wheeling, Illinois, United States VCA Animal Hospitals Full time

Pet Care Client Liaison

Join our dedicated team at VCA Animal Hospitals as a Pet Care Client Liaison.

At VCA Animal Hospitals, the Client Liaison is essential in realizing our mission to provide exceptional veterinary care.

If you are passionate about customer service and excel in communication, we invite you to consider this opportunity. We are transforming the landscape of veterinary medicine with our unique approach to urgent care.

The Client Liaison serves as the main point of contact for clients during their urgent care visits, ensuring that expectations are set and objectives are achieved before the conclusion of their visit. This role is pivotal in bridging the gap between clients and our medical professionals.

The Client Liaison orchestrates the in-hospital experience, establishing trust and credibility with clients, managing various aspects of their journey, and infusing enthusiasm into every interaction.

Clients appreciate the convenience of our services, allowing their pets to receive urgent care when needed. Our system enables pet owners to join a virtual waiting room and be notified via text when it's time to come in, reducing wait times and stress for both pets and owners. Our thoughtfully designed lobby creates a calming atmosphere, combining elements of a coffee house and a spa, offering unique spaces for pets and their families. We prioritize a serene environment, free from ringing phones, slippery floors, loud noises, and crowded waiting areas. Once checked in, all communications are conducted in private exam rooms with a dedicated Client Liaison to support both the client and the medical team.

Key Responsibilities:

  • Welcome clients and escort them to the exam room.
  • Assist veterinarians by documenting electronic medical records in real-time during examinations.
  • Develop, present, and clarify treatment plans as directed by the veterinarian.
  • Keep pet owners informed with progress updates while their pets receive care.
  • Collaborate with treatment teams to ensure a positive care experience for patients.
  • Contribute to outstanding patient care.
  • Review discharge instructions, including medication details, with clients.
  • Facilitate checkout and process payments in the exam room.
  • Follow up with clients to check on their pets and communicate any pending test results.
  • Exhibit exemplary client and customer service.

Qualifications:

  • At least 2 years of experience in hospitality, customer service, patient care, or a related field.
  • Preferred 1 year of experience in the veterinary or animal care sector.
  • Excellent written and verbal communication abilities.
  • Proficient in understanding client needs and advocating for them.
  • Self-motivated, proactive, and a strong team collaborator.
  • Comfortable in a fast-paced healthcare setting.
  • Strong computer skills with a typing speed of 60 words per minute.
  • Ability to learn medical terminology with guidance.
  • Comfortable around animals with basic handling skills and a willingness to learn restraint techniques.

Schedule: Flexible shifts available. The facility operates seven days a week.

Compensation: Competitive pay, negotiable based on qualifications and experience.

Benefits: A variety of benefits are available for full-time associates, including:

  • Paid time off for vacation, sick leave, and holidays.
  • Access to mental health resources and wellness programs.
  • Referral bonuses.
  • Comprehensive medical, dental, and vision insurance.
  • Health savings and flexible spending accounts.
  • Generous discounts on pet care and products.
  • Company-paid life and disability insurance.
  • Paid parental leave.
  • 401(k) with company matching.
  • Opportunities for professional growth and leadership.
  • Dedicated onboarding and development support.
  • Participation in equity, inclusion, and diversity initiatives.
  • Free continuing education opportunities.

We are an Equal Opportunity Employer and value diversity in our workforce. For more information on our commitment to equal employment opportunity, please refer to our career page.

This job description outlines the general nature and level of work expected for this position. It is not intended to be a comprehensive list of all duties, responsibilities, and qualifications associated with the role. Management reserves the right to modify the job description as necessary.