Client Experience Specialist

Animal Urgent Care offers emergency surgeries, medical procedures, and same-day sick visits at a lower cost with less wait time than other ERs. We take pride in providing our clients with transparent, upfront pricing and clear communication at every step of the care process.

About the role

The Client Experience Specialist is primarily responsible for providing exceptional care and support to our human clients throughout their pet’s visit. This role serves as a key point of contact between clients, patients, veterinarians, animal care specialists, and hospital leadership, helping ensure a positive, compassionate, and seamless client experience.

The successful candidate will be able to effectively prioritize, coordinate, and manage multiple clients and patients simultaneously in a fast-paced urgent care environment. Strong interpersonal and communication skills are essential, along with the ability to remain calm, professional, and empathetic during stressful or emotionally sensitive situations.

Successful candidates will demonstrate strong attention to detail, sound judgment, adaptability, and the ability to work collaboratively with a diverse hospital team. A commitment to client service, patient safety, and quality care is essential. The ability to thrive in an innovative, flexible, and fast-paced environment while maintaining a high level of professionalism will contribute to success in this role.

What you'll do

The qualified Client Experience Specialist will successfully perform the following functions:

• Greeting clients when entering the building.
• Rooming clients and patients from the lobby to exam rooms or kennels.
• Answering phones, responding to phone messages and text messages promptly.
• Managing the walk-in queue of clients and patients.
• Thorough knowledge of practice management and telecommunications systems, including Waitwell, Vetspire, and Mango telephone system.  
• Maintain confidentiality of all information received or learned while working at any Animal Urgent Care location or affiliation.
• Other facets of client experience care as they arise.
• Responsible for keeping the clinic in a clean and orderly state.
• Additional duties as assigned.

Qualifications

• High school diploma or equivalent.
• Previous experience in customer service, client relations, veterinary medicine, healthcare, hospitality, or a similar service-oriented environment preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills.
• Ability to remain calm and professional in stressful or emotionally sensitive situations.
• Strong organizational and time-management skills.
• Ability to prioritize and manage multiple tasks simultaneously.
• Strong attention to detail and accuracy.
• Basic computer proficiency and ability to learn and navigate practice management and other software systems.
• Ability to work effectively as part of a team.
• Demonstrated reliability, professionalism, and accountability.

Preferred

• Previous experience in a veterinary hospital.
• Experience working with veterinary practice management software.
• Experience handling payments, estimates, invoices, or other financial transactions.
• Experience with conflict resolution or de-escalation.
• Cross-trained in basic animal handling and technical work.
• Familiarity with basic veterinary terminology and common veterinary services.

• Ability to effectively prioritize and manage multiple patients and competing responsibilities.
• Excellent communication and customer service skills with both clients and team members.
• Strong organizational skills and attention to detail.
• Ability to work efficiently in a fast-paced, team-oriented environment.
• Commitment to maintaining high standards of client and patient care, safety, and professionalism.
• Flexibility to work evenings, weekends, holidays, and on-call shifts as required.
• Must successfully pass a pre-employment background check and drug screening, in accordance with applicable laws and company policy.

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