Client Experience Coordinator

Client Experience Coordinator

Join a team at the intersection of exceptional veterinary care and social change. At the San Francisco SPCA, we believe every pet deserves compassionate, high-quality veterinary careno matter their guardian's financial situation. As a nonprofit, we break down barriers to care by offering financial assistance and individualized medical support to thousands of animals each year. Our work doesn't serve shareholdersit serves pets, people, and the community.

We are seeking a Client Experience Coordinator to join our Veterinary Hospital team. As front-line staff, Coordinators have the privilege of shaping interactions and ensuring our clients and pets receive top-notch service all the way from initial greeting through visit's check out. This position isn't just about treating patientsit's about caring for animals, supporting people, and strengthening community.

About the Role The Client Experience Coordinator maintains exceptional customer service care and everyday functions of the San Francisco SPCA's veterinary hospital. The Coordinator is responsible for being a proactive, knowledgeable point person with exceptional communication experience and a passion for promoting and delivering quality service to the Hospital's clients and pets. A successful candidate will be responsible for maintaining outstanding customer service while promoting and demonstrating our Core Values to our Community and Team Members. This role reports to the Manager of Clinical Operations, and works a 4/10 schedule.

Essential Duties and Responsibilities

• Responsible for creating a welcoming atmosphere of the hospital lobby and reception area, including a positive and upbeat demeanor in all interactions with both clients and staff.
• Receive all visitors warmly and enthusiastically direct visitors to the appropriate areas of the facility.
• Greet and check-in clients in a courteous, professional manner.
• Answer phones in a friendly, clear manner, making every effort to answer client questions and/or book appointments efficiently.
• Create and maintain appropriate and accurate patient files, paperwork, and computer records for office visits.
• Assist in the patient intake and discharge process involving payments for medical services, pharmacy prescriptions, and retail items.
• Actively engage in client outreach, including follow-up calls and answering client inquiries concerning finance and records.
• Ability to articulate further medical treatment and prescription information assigned by the doctor.
• Ensure prompt, professional, and compassionate communication with clients regarding the financial aspect of veterinary care.
• Responsible for financial transaction reconciliation four times a day, including end-of-day reconciliation.
• Maintain a complete understanding of hospital policies and procedures.
• Proactive with proposed solutions to any hospital policies and procedures that are not meeting their intended purpose.
• Assist clients with solving problems, including compassionate empathy in stressful situations.
• Ability to understand and respond appropriately to clients and pets that are experiencing physical and emotional trauma.
• Schedule appointments with the use of our veterinary software.
• Ability to work varied shifts, including weekday and weekend shifts.
• Maintain housekeeping duties and checklist to ensure the hospital facilities remain clean and sanitary.
• Encourage client feedback through our client satisfaction surveys.

Requirements

• High School Diploma or GED equivalent required.
• A minimum of 2 years of college education or 2 years of related experience preferred.
• Additional Veterinary Hospital experience is an advantage.
• Must be available to work weekends, holidays, and overtime as needed.
• Fluency in Spanish, Mandarin, and/or Cantonese is a plus.
• Excellent customer service skills and the ability to resolve conflict and de-escalate agitated clients.
• Friendly, constructive personality.
• Compassionate and culturally competent approach to clients of varying backgrounds and abilities.
• High level of enthusiasm while maintaining a professional presence.
• Independent, self-starter with superior organizational and communication skills.
• Excellent attention to detail and time management.
• Ability to multi-task and prioritize within a fast-paced environment while maintaining composure.
• Able to work flexible hours.
• Ability to communicate with clients and co-workers in a courteous and professional manner.
• Maturity, good judgment, and professional personal appearance.
• Skill in operating various software programs such as ImporMed Infinity, MS Office, Excel, and Word.
• Knowledge of veterinary practice, preferably in an emergency/critical care environment.
• Affection for animals and concern for their welfare.
• Responsible for promoting retail product merchandise.
• Ability to lift and move objects and animals up to 50 pounds for short distances.

Salary & Benefits The starting salary for this position depends on the depth and breadth of experience. The expected range is $26.00 - 30.00 per hour. Regular, full-time positions are eligible for a benefits package including Paid Time Off and Holiday pay, Medical, Dental & Vision insurance, Life Insurance, Long-term Disability Insurance, 401k Retirement Plan and contribution matching, Student debt relief program, Pre-tax Commuter Benefits, Discounts on retail and pet supplies, Discounts on veterinary care at our SF SPCA Veterinary Hospital and Clinic.

The SF SPCA is an Equal Opportunity Employer. This job description reflects the assignment of essential functions and does not prescribe or restrict the tasks that may be assigned. The San Francisco SPCA is an at-will employer and may conduct pre-employment background checks and drug screening depending on the role.