Client Care Coordinator

Client Care Coordinator

The client care coordinator position is a unique opportunity with room for growth.

The Client Care Coordinator (CCC) is a hybrid front-desk and advocacy role, and a tiered career path. Everyone in the role owns the client-facing operational backbone: phones, intake, payment options, and accurate patient entry. As Coordinators grow, they take on the advocacy work emotional support, grief support, and coordinating resources that expand access to care. The clinic hires and promotes across four tiers, allowing team members to enter at their experience level and advance as they build clinical fluency and interpersonal skills. A degreed or credentialed applicant may enter at a higher tier; a strong performer can climb the experience-based tiers without a degree.

The Four Tiers at a Glance:

T1 Client Care Coordinator

$18- $20/hr DOE

CSR: phones, intake, medical records, payment options. The operational front line and the voice of the clinic often a client's first and last impression. Coordinators are professional and composed under pressure, and handle client distress with empathy and clarity. Create, enter, and maintain accurate and complete medical records assembling patient charts, recording history, and keeping client and patient data current. Accurate documentation is a core, non-negotiable function of this role. Review charts at discharge for completeness, enter charges, set reminders, and present clients with discharge instructions, medications, and doctor's notes. Manage client flow check-ins, wait-time communication, and status updates keeping clients informed and supported throughout the visit. Present and explain payment options and discuss the value of services and payment plans to ease client concerns. Recognize and route clear, obvious cases by consulting dispatch resources (protocols, triage guides, reference materials) to place patients correctly; escalate anything ambiguous to Tier 2 or the medical team. Act as a bridge between clients and the medical team, accurately relaying the owner's account of the pet's condition. Answer and manage incoming emergency and non-emergency calls; coordinate patient check-ins and obtain accurate patient information.

T2 Client Care Coordinator

$22-$24/hr DOE

Everything in Tier 1, plus dispatch judgment and front-line emotional support. Tier 2 is the escalation point for the cases a reference sheet can't resolve. Dispatch complex, subtle, or occult-presentation cases where urgency is not obvious on the surface the judgment calls that go beyond a protocol, applying knowledge and reasoning under pressure. Serve as the escalation point for Tier 1's ambiguous cases. Uphold medical-record integrity across shifts auditing charts for accuracy and completeness and coaching Tier 1 on documentation standards. Provide front-line emotional support during active emergencies reassurance, presence, and managing client distress. De-escalate upset, frightened, or grieving clients and manage expectations with compassion and clarity. Provide grief support at the time of loss (euthanasia, DOA, critical prognosis). Help families weigh options under decision fatigue, serving as the primary clientteam bridge on emotionally charged cases. Additional duties as the role develops.

T3 Client Care Coordinator

$25- $27/hr DOE

Everything in Tier 2, plus the advocacy and care-access function. Lead grief support and end-of-life family navigation. Coordinate charity funds, rescue partnerships, and community resources for financially constrained families; build and maintain positive working relationships with community programs. Facilitate fundraising efforts and match cases to available assistance programs. Build care-access pathways within the clinics' charity care and payment-plan frameworks. Act as a liaison between families and the medical team, ensuring medical information is presented in a way clients can understand. Support the team through post-case debriefs and burnout/compassion-fatigue preventionadditional duties as the role develops.

T4 Client Care Coordinator- Requires a Bachelor's degree in Social Work, Psychology, Human Services, or related field)

$28-$31/hr DOE

Credentialed. Program ownership, mentoring, complex liaison work. Everything in Tier 3, plus program ownership, mentorship, and the most complex advocacy and liaison work. Mentor and train Tiers 13 in communication, de-escalation, and advocacy; conduct training on client communication, emotional boundary-setting, and well-being.

Own advocacy program development, resources, and process, ensuring the work has measurable impact. Handle the most complex clinical-liaison and advocacy cases.

Curate and maintain resource libraries and referral pathways for pet loss, grief, and care access. Additional duties as the role develops. Training focus: leadership, program development.

Schedule is three 12-hour shifts: 10 am to 10 pm on Friday, Saturday, and Sunday.

Must be at least 18 years old to apply.

Must pass a criminal background check and drug screen.