Client Services and Clinical Coordinator (Hybrid)

Pacific Northwest Pet ER & Specialty Center is a 24/7 emergency and specialty hospital located in Vancouver, WA, just outside Portland, OR.

We offer advanced veterinary technology, including MRI, CT, and more, in a supportive work environment focused on wellness and mental health.

Benefits include competitive compensation, staff pet discounts, continuing education, health insurance, 401k, and a $2/hr pay differential for Veterinary Assistants working between 6 p.m. and 6 a.m. We also offer a weekend differential that is an additional $2/hr for any work between 12 a.m. Saturday to 11:59 p.m. on Sunday.

Job Summary:
Provide an outstanding client experience by facilitating communication between clients, referral veterinarians, and the clinical team. Foster positive relationships with clients and the referral community, building trust and confidence in the practice. Advocate for clients and pets by understanding their needs and ensuring timely, clear communication regarding patient care. Support all hospital departments, including Emergency & Critical Care, helping maintain smooth operations and exceptional service.

Primary Responsibilities:

• Manage the front desk by greeting clients, checking patients in/out, admitting patients to the hospital, scheduling recheck appointments, and signing in visitors and vendors.
• Perform administrative duties such as printing documents, records, and schedules, emailing records, and distributing mail.
• Answer phones promptly in a professional and pleasant manner; appropriately triage all emergency phone calls and emergency cases upon entry to the hospital.
• Actively listen, communicate, and assist with all client needs.
• Assist in creating and transcribing medical records for patients, ensuring patients' records are received from and sent to primary care veterinarians or appropriate parties.
• Collaborate with departments to avoid patient care delays and keep the client informed of any unexpected wait times.
• Collect deposit payments from clients; process admission and transfer paperwork for hospitalized patients and pets being admitted to the hospital; discuss payment options with clients.
• Assist in financial records, charge auditing, and billing; assist in creating estimates and continued care plans as needed.
• Assist with the explanation and completion of euthanasia paperwork and send sympathy cards.
• Discharge patients and assist in completing medical records.
• Participate in patient rounds and monitor memos, call backs, lab results, and follow up for patients within the assigned department.
• Assist Emergency veterinarians with transfer requests from referral hospitals.
• Assist Client Services Representatives and Clinical Coordinators with daily operations as needed.
• Maintain the cleanliness of the front desk, along with the workplace.
• Stock and clean the client coffee bar.
• Attend departmental and hospital meetings as scheduled.
• All employees will be scheduled and expected to work rotating holiday shifts in the emergency and critical care department.
• All employees are required to participate in the on-call rotation as needed. Shifts are subject to revisions and changes at the discretion of the hospital.
• Clear understanding and enforcement of OSHA regulations and hospital safety.
• Performs other job duties as assigned.

Compensation:

This position has an initial hiring range of $18.00 to $24.00 per hour based on skillset and experience. We offer a competitive shift differential for team members working the hours of 6pm to 6am at $2.00 per hour on top of base pay along with competitive benefits, including continuing education, staff pet discounts, incentives for professional development, health insurance, and 401k. We also offer a weekend differential that is an additional $2/hr for any work between 12 a.m. Saturday to 11:59 p.m. on Sunday.

Qualification:

• High school diploma, GED, or higher education.
• Must be able to obtain a Veterinary Medication Clerk's License upon hire and keep active throughout the entirety of employment.
• 1-2 years of veterinary medicine experience is required
• Prior experience in customer or client services.
• Excellent communication skills.
• Excellent computer skills

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions. Pacific Northwest Pet ER & Specialty Center provides equal employment opportunities (EEO) and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Pacific Northwest Pet ER & Specialty Center complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

This position requires repetitive motion, which includes periods of sitting/standing, bending/stooping, kneeling, and lifting up to 50 pounds.