Patient Liaison, Community Medicine

Summary:

The Patient Liaison (PL) is a vital member of our team who works directly with clients and the medical teams to ensure seamless delivery of services and a judgement free, high-quality experience for all.

Who We Are

Have you ever wondered what happens to cats and dogs whose owners are unable to afford veterinary care? We did. The ASPCA’s Community Medicine (CM) team provides expert veterinary care to support the welfare of animals and their people through our stationary and mobile veterinary clinics, serving the most underserved communities in New York, Miami, and Los Angeles. We help pet owners overcome barriers to care, bringing quality services directly to the communities that need us most and partially or fully subsidizing the cost of basic and preventive care. CM treats people and pets with dignity and respect, assisting pet owners in making informed decisions about their pets’ health and wellbeing regardless of their financial circumstances. When you come to work at the ASPCA, you join a team of over 1,000 dedicated colleagues with deep knowledge, skills, and passion for the animals we serve.

What You’ll Do  
The Patient Liaison schedules medical appointments, welcomes clients to the clinic, answers questions about our program, assists with data entry and collects payments for services. The PL is the trusted source of information and support for families seeking assistance for their pets.  

Where and When You’ll Work

• This is typically a Monday – Friday, 8 hour schedule between the hours of 7:30 am – 5:00pm EST with flexibility to work occasionally beyond the scheduled work day. Schedules are subject to change as needed by the ASPCA.

• This position is an on-site role and reports to the Queens Community Veterinary Clinic (CVC) location at 36-02 14th St, Long Island City, NY 11106.

• Occasional flexibility in reporting to other ASPCA locations throughout the greater metro area is required based on operational need.

What You’ll Get

Compensation

Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future.

• The target hiring range for this role is $26.85 - $28.29 per hour

Benefits

• Flexible time off  that includes vacation time, sick and bereavement time, paid parental leave, company paid holidays, and paid personal time off that allows you even more flexibility to observe the days that mean the most to you.
• Affordable health coverage , including medical, employer-paid dental, and optional vision coverage as well as employer-paid life and long-term disability insurance.
• Competitive financial incentives and retirement savings  including veterinary state license fee reimbursement and a 401(k) plan with generous employer contributions — we match dollar for dollar up to 4% and provide an additional 4% contribution toward your future each year.
• Robust professional development opportunities  to help you grow as a medical professional. We are one of the largest and most impactful animal welfare organizations in the world, so you will always have a strong team to lean on and cheer you on. We also provide three paid continuing education days and a CE stipend to keep your skills sharp

Responsibilities:

Responsibility buckets are listed in general order of importance. They include, but are not limited to:

Customer Service

• Work as part of a team to create a consistently excellent, welcoming client experience

• Greet clients, answer questions, schedule appointments and assist with patient intake

• Maintain a clean, stocked and organized lobby

• Manage client check-in to ensure smooth/efficient morning intake process

• Accurately and efficiently enter client and patient information into database

• Provide and/or coordinate interpretation and translation as needed and support client’s ability to fully understand all medical procedures, options, and decisions  

• Provide clients with referrals to external agencies/partners

• Accept payments for services and ensure cash register is balanced daily as needed

• Complete follow-up and reminder calls / text messages, and coordinate other services as needed (transportation, etc.) to remove obstacles to care and improve appointment compliance

• Schedule follow-up and additional services as needed

• Participate in grassroots community outreach to connect services with clients who need them including participating in ASPCA and CM events and tabling at other community events 

Medical Support

• Prepare exam room(s) for use and escort and welcome clients into exam rooms

• Assist with outpatient exams by taking patient medical history

• Act as a scribe as appropriate to increase efficiency of the medical team

• Discharge spay/neuter patients, discuss post-operative instructions and supply appropriate paperwork

• Clean, sonicate, pack, and sterilize surgical instruments and clean/disinfect endotracheal tubes

• Clean and disinfect animal areas (exam tables, scales, kennels) throughout the clinic day, following CM standard operating procedures and utilizing appropriate and personal protective equipment

• Restock medical supplies as needed

• Assist medical team with translation service coordination as needed

• Perform other duties as assigned

Qualifications:

• Excellent customer service skills

• Ability to build close working relationships with others, both internal and external partners at all levels

• Ability to stay calm under pressure and deescalate conflict in a positive and professional manner

• Ability to work independently and as part of team

• Ability to work standing for 8 or more hours

• Agile and flexible work style to support a fast-paced work environment with shifting short term and long-term priorities

• Experience using a computer and navigating software applications required

• High-degree of integrity and accountability, as well as a desire to carry out the ASPCA’s mission

• Highly organized, with attention to detail

• Ability to perform timely and accurate data entry 
  

Education and Work Experience:

• High School Diploma, GED or equivalent experience required

• Customer service experience required

• Experience in veterinary medical setting strongly preferred 

• Experience serving diverse communities preferred

Language:

• English required

• Bilingual (Spanish) strongly preferred

Language:

English (Required), Spanish

Education and Work Experience:

High School Diploma, GED, or Equivalent Experience (Required)

Stay Connected – Join Our Talent Community:
If you are interested in joining our team but don't feel this position fits your experience or interests, please check out our other open opportunities or consider joining our Talent Community .

About Us:
The ASPCA was founded in 1866 on the belief that animals are entitled to kind and respectful treatment by humans and must be protected under the law. As a 501(c)(3) not-for-profit corporation with more than two million supporters nationwide, the ASPCA is committed to preventing cruelty to dogs, cats, equines, and farm animals throughout the United States.

The ASPCA is headquartered in New York City, where we maintain a full-service animal hospital, spay/neuter clinic, mobile spay/neuter and primary pet care clinics, a rehabilitation center for canine victims of cruelty, kitten nursery, adoption center, and two community veterinary centers.

The ASPCA also operates programs and services that extend nationwide. We assist animals in need through on-the-ground disaster and cruelty interventions, behavioral rehabilitation, animal placement, legal and legislative advocacy, and the advancement of the sheltering and veterinary community through research, training, and resources.

At the ASPCA, we are committed to fostering a collaborative and compassionate culture and we welcome all voices to contribute to our lifesaving mission. Our staff represent a vast array of backgrounds and diversity dimensions, bringing with them valuable experiences and perspectives. They join the ASPCA to learn, grow, and continually do their best work on behalf of animals. We are inspired by our staff, partners, and the communities we support across the country who work to improve animal lives. We are committed to diversity, equity, and inclusion at the ASPCA because it elevates our organizational culture, aligns with our Core Values, and enables us to move further and faster toward the ASPCA’s vision – that all animals live good lives; valued by society, protected by its laws, and free from cruelty, pain and suffering.

Our EEO Policy:
The ASPCA is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ASPCA’s standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA. Please inform the ASPCA’s People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.

Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

ASPCA is an Equal Opportunity Employer (M/F/D/V).

Applicant Notices : Applicants have rights under federal employment laws: Equal Employment Opportunity ; Employee Polygraph Protection Act (EPPA) ; Family and Medical Leave Act (FMLA) ; Uniformed Services Employment Reemployment Rights Act (USERRA) . Candidates residing in AZ, CA, CO, Flagstaff (AZ), IL, IN, Los Angeles (CA), Los Angeles County (CA), MA, ME, ND, NJ, NM, NYC, OR, Philadelphia (PA), RI, San Francisco (CA), TN, and WI should click here for additional information about general applicant notices.