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 rolebuilds 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 startwithin30 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
