Patient Liaison

Patient Liaison

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

Job Responsibilities include but are not limited to:

• 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 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
• Manage service area eligibility and communicate costs associate with visit if applicable
• Process payment transactions and ensure cash register is balanced daily
• Complete follow-up and reminder calls/text messages, and coordinate other 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
• Prepare exam room(s) for use and escort and welcome clients into exam rooms
• Assist with outpatient exams by taking patient medical history
• Scribe medical records to support surgery flow
• Discharge patients, discuss post-operative instructions and supply appropriate paperwork or digital medical record
• Clean, sonicate, pack, and sterilize surgical instruments and clean/disinfect endotracheal tubes as needed to support medical services
• 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
• Receive mail and packages and restock medical supplies
• Assist medical team with translation service coordination as needed
• Perform other duties as assigned

Qualifications:

• Outstanding customer service skills
• Ability to stay calm under pressure and deescalate conflict in a positive and professional manner
• Ability to work independently and as part of a team
• Ability to work standing for 8 or more hours
• Agile and flexible work style to support a fast-paced work environment
• Experience using a computer and navigating software applications
• 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 or GED equivalent required
• Customer service experience required; experience in veterinary medical setting strongly preferred
• Experience serving diverse communities preferred

Language:

• English (Required)
• Spanish (Preferred)

Education and Work Experience:

Bachelors