Client Experience Coordinator

Client Experience Coordinator

The Cornell University Hospital for Animals seeks a welcoming and adaptable Client Experience Coordinator to help clients navigate hospital services and connect with the appropriate care teams. In this role, you'll serve as an important point of contact for clients, providing compassionate service while receiving and routing communications, scheduling specialty appointments, and helping ensure a smooth experience from start to finish. You'll work closely with colleagues across scheduling, medical records, admissions, discharge, and clinical services to support exceptional client service and quality patient care.

The job responsibilities include, but are not limited to:

• Coordinate client appointments from initial scheduling through pre- and post-appointment follow-up, ensuring a smooth and positive experience.
• Schedule clinical services, manage cancellations and waitlists, and maintain accurate appointment schedules and planning guides.
• Set up new clients and patients in ezyVet and ensure clients and referring veterinarians receive timely, accurate pre-appointment information.
• Coordinate electronic referrals and obtain necessary medical records and other information before scheduled appointments.
• Partner with clinical teams to anticipate and address client and patient needs, resolve scheduling concerns, and ensure clear communication throughout the appointment process.

Required Qualifications

• High school diploma and 2-4 years of relevant experience or equivalent combination of education and experience
• Demonstrated commitment to providing excellent customer service with professionalism, empathy, and compassion.
• Strong verbal communication and interpersonal skills, with the ability to work effectively with clients, coworkers, doctors, and students, including during difficult or sensitive situations.
• Ability to remain calm and composed in high-pressure or emergency situations while responding appropriately to diverse personalities and client needs.
• Ability to multitask, adapt to changing priorities, and use sound judgment and problem-solving skills in a fast-paced environment with frequent interruptions.
• Ability to work collaboratively with a diverse team with minimal supervision, along with basic computer skills and the ability to learn electronic medical records and other software systems.

Preferred Qualifications

• Associate's degree in related field
• Experience in a high-volume call operation handling multiple phone lines.
• Previous experience in a veterinary, human medical, or social service-related office.
• Knowledge of veterinary and/or human medical terminology, medical records systems, and billing systems.
• Exceptional Client Service Awards and/or other acknowledgement.
• Certifications in leadership development and/or client service areas.

Important Details about the Position

• This is an onsite position located in Ithaca, NY.
• We are unable to provide Visa sponsorship, now or in the future, for this position.
• While the regular business hours are 8:00 am to 5:00 pm, the specific schedule may change to meet the needs of the business, requiring employees to work early mornings, evenings, weekends and University holidays and scheduled breaks.

The Following Documents are Required to be Submitted with your Application

• Resume
• Cover Letter

What We Offer:

Great benefits! Cornell receives national recognition as an award-winning workplace for our health, wellbeing, and sustainability.

• 3 weeks of paid vacation
• 13 additional holiday days with 2 additional floating holidays to be used at your discretion
• An award-winning employer provided benefits program
• Comprehensive health care options
• Access to wellness programs
• Employee discounts with local and national retail brands
• Generous retirement contributions
• Impressive educational benefits include tuition-free Extramural Study and Employee Degree Program, Tuition Aid for external education, and Cornell Children's Tuition Assistance program