Veterinary Patient Care Coordinator

Patient Coordinator Job Description

We are looking for an enthusiastic and customer-driven Patient Care Coordinator to join our team!

This is a high-touch veterinary customer service role. The Patient Coordinator is expected to:

• Be the main point of contact for pet owners throughout the visit or care journey.
• Create an exceptional client experience by being welcoming, attentive, and responsive.
• Coordinate communication between clients, veterinarians, technicians, and other healthcare providers.
• Help patients and their owners navigate care and the cost of care so the process feels smooth and organized.
• Handle client concerns professionally
• Represent the veterinary practice's standards and values through every interaction.
• Advocate for both the pet and the client, making sure information and expectations are clearly communicated.

Performing as a "high-touch liaison" is a vital role in the hospital. This role builds relationships, anticipates needs, communicates proactively, and makes pet owners feel cared for and confident in their pet's treatment.

In this role, you will:

• Maintain communication and act as a point of contact with clients and provide a warm, professional atmosphere either in person, over the phone, or via email/text.
• Verify and update charges between the electronic whiteboard/treatment sheet and the medical record system. Communicate updated estimates and invoice status to clients in a professional and caring manner.
• Ensure all necessary documentation and estimates are signed and saved to the EMR.
• Act as a bridge between patients/families and clinical staff to ensure clear communication regarding financial and sub-clinical updates.
• Provide timely and informative updates to our clients; both while they wait in-clinic and via phone for hospitalized patients.
• Coordinate with our Veterinarians, technicians, and management staff to ensure timely patient care.
• Address patient inquiries and help resolve any issues or complaints effectively.
• Provide information on our services, procedures, and programs.
• Conduct follow-up calls to ensure patient recovery and satisfaction.

Essential skills and Education requirements:

• 3-5 years of experience in a customer service role within a healthcare industry, veterinary clinic or emergency hospital experience preferred.
• Ability to multitask and prioritize tasks effectively.
• Detail-oriented with excellent organizational skills.
• Compassionate and empathetic attitude towards clients and patients.
• Strong communication and interpersonal skills.
• Ability to work effectively in a fast-paced and dynamic environment.
• Strong problem-solving skills and ability to handle challenging situations.
• Level-headed under pressure.

The character we're looking for:

• Compassionate Advocate: Ensures every patient interaction is conducted with empathy and understanding.
• Efficient Organizer: Manages multiple tasks seamlessly, ensuring smooth patient flow and service delivery.
• Proactive Communicator: Engages effectively with patients and team members, ensuring all needs are met.
• Detail-Oriented: Maintains accuracy and confidentiality in all patient care and documentation aspects.
• Team Collaborator: Works harmoniously with others to enhance patient experience and achieve common goals.

Compensation: $26 - $32 / hr

What We Offer:

• Comprehensive benefits that start within 30 days, including medical, dental, and vision coverage.
• Generous Paid Time Off (PTO) and Continuing Education (CE) opportunities.
• Pet care discounts and other perks (e.g., uniform allowance, life insurance).
• Opportunities for career advancement