Client Patient Coordinator, Emergency

Client Patient Coordinator, ER- Swing

Are you ready to play a pivotal role in the world of veterinary care? Do you thrive in fast-paced environments where no two days are the same? If you're a highly organized, compassionate, and energetic individual with exceptional communication skills, we want you to join our emergency team at Gulf Coast Veterinary Specialists (GCVS) as a Client Patient Coordinator (CPC)! Gulf Coast Veterinary Specialists (GCVS) is a leader in specialized care for companion animals, known for excellence and collaboration with the veterinary community. Our state-of-the-art facility and expert team provide top-tier care across a range of specialties, including emergency, cardiology, oncology, neurology, surgery, and more. Join us and make a difference in the lives of pets and their families every day.

Position Overview

The Client Patient Coordinator (CPC) is responsible for maintaining clear communication between the doctor, client, and clinical staff. This includes providing daily financial and medical updates for all in-hospital patients, fielding client phone calls and questions, and ensuring the organized flow of patient records. The CPC also manages the doctor's appointment schedule, coordinates procedures, and oversees patient treatments. The individual in this role must be friendly, professional, and courteous, and able to handle multiple tasks and frequent interruptions. This position requires a highly organized and dependable person who can navigate challenging situations with positive energy. Strong client communication skills are essential. The CPC must be willing to go above and beyond for clients and maintain a consistent "can-do" attitude.

Compensation

$18 - $23/hr. depending on experience

+$3/hr. weekend shift differential

+$2/hr. partial overnight differential

Schedule

Full Time

3 x 12 / 4 x 10 Hour Shifts Alternating

Swing Shifts

Alternating weekends are required

What You'll Do

• Communication: Act as the bridge between doctors and clients, providing updates on medical and financial matters, answering questions, and addressing concerns with empathy and professionalism.
• Appointment Management: Organize and schedule appointments, procedures, and treatments while ensuring all records and materials are ready for consultations.
• Client Interaction: Welcome clients and their pets warmly, collect detailed patient histories, and assist during examinations and diagnostics.
• Patient Care Support: Help with patient restraint, transport, and minor procedures, ensuring comfort and safety for both pets and staff.
• Administrative Duties: Handle invoicing, documentation, filing, and record maintenance with accuracy and efficiency.
• Education and Advocacy: Educate clients on postoperative care, medication instructions, and at-home treatment plans while advocating for the best outcomes for their pets.
• Crisis Management: Tackle challenging situations with grace, positivity, and a "Can Do" attitude.

Essential Duties and Responsibilities:

• Provide daily health updates on in-hospital patients
• Discharge patients: educating clients about medications and care at home
• Provide daily financial updates on in-hospital patients
• Provide financial estimates in person and over the phone
• Inform client about deposit and payment methods
• Invoice all patient services
• Put client and patient into the exam room
• Assist with patient care and treatments as needed
• Provide doctor with all pertinent medical history, send records to referring DVM's as needed.
• Generate and explain financial estimate, or other hospital procedural documents
• Admit patient into hospital
• Fill prescriptions as needed
• Review treatments placed on SmartFlow with doctor and clinical team each shift
• Review medications and instructions with ECC Clinical Support Lead, Charge Technician, or Transfer Tech on duty.
• Get permission from clients for diagnostics or procedures as requested
• Return client calls, emails, and text messages in order of priority
• Relay messages to doctor's and clinical staff
• Communicate with clients per doctor's responses
• Call pharmacies with prescriptions as needed
• Handle body care for deceased patients and fill out appropriate paperwork for body care
• Contact cremation services for pick-ups when needed
• Contact referring veterinarian's office
• Train fellow CPC's as essential to the job functions
• Attend all mandatory staff meetings
• Actively participate in all check ins with your Leadership Team

Other Skills and Abilities:

• Knowledge of principles and processes for providing client services. This includes evaluating client needs, meeting quality standards, providing an exceptional client experience, and evaluation of client satisfaction.
• Knowledge of administrative and clerical procedures, including word processing, designing forms, maintaining files, dictation and transcription, communicating via email, and the use of computer programs to manage and maintain client and patient information.
• Knowledge of basic drug usages, generic and brand names, possible side effects/reactions for the more common drugs, and controlled substances protocol.
• Using social perceptiveness to be aware of others' reactions and understanding why they react as they do. Ability to modify approach as appropriate.
• Knowledge of clinic procedures in support of streamlining clients' experiences with us.

Qualifications and Skills Sought:

• High School diploma is required, Associate's degree (A. A.) or Bachelors is preferred; or related experience and/or training; or equivalent combination of education / experience.
• Strong interpersonal and client communication skills with a passion for assisting others.
• Exceptional multitasking abilities, organizational skills, and attention to detail.
• Dependable, proactive, and team-oriented with a positive attitude.
• Preferably knowledgeable in veterinary practices, pharmacology, medical terminology, and clinic procedures.
• Expertise in client service principles, including needs evaluation, quality standards, and client satisfaction.
• Proficient in administrative tasks such as word processing, file management, transcription, and email communication, as well as using computer programs for managing patient information.
• Familiarity with common drugs, their uses, brand/generic names, side effects, and controlled substance protocols.
• Skilled in social perceptiveness and adaptability to others' reactions to enhance client interactions.
• Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus!

Why You'll Love This Role at GCVS:

• Make a meaningful impact by being an advocate for pets and their families.
• Work alongside a compassionate and talented team dedicated to excellence in veterinary care.
• Enjoy a dynamic, fast-paced environment that keeps you engaged and challenged.
• Be part of a workplace that values your contributions and supports your growth.
• Ongoing opportunities for continued education such as lunch and learns hosted by various vendors and entities.

Benefits Include:

• 401(k) with matching
• Health, Dental, and Vision insurance
• Health Savings Account (HSA) / Flexible Spending Account (FSA)
• Life and Disability insurance
• Paid Time Off (PTO) and Holidays
• Employee Assistance Program and Discounts (including Pet Discount)
• Professional development and tuition assistance
• Uniform stipend
• Retirement plan

If you're ready to take on a rewarding role that combines communication, organization, and compassion, we'd love to hear from you. Apply today and become an essential part of a team where your efforts truly make a differenceone pet and one family at a time!