Customer Experience Coordinator, Veterinary ER Services & Patient Care
Overview
Customer Experience Coordinator owns the patient and client journey across pre-visit to post-visit, impacting every interaction. You will engage with clients in person, by phone, and online to ensure a seamless care experience in a fast paced veterinary emergency setting. You’ll collaborate with nurses and doctors, handle communications, and support financial guidance to families. This role emphasizes empathy, strong communication, and the ability to manage multiple tasks in a high energy hospital environment.
What You'll Do10
- 1Build warm, urgent client greetings in person and remotely to set the tone for care
- 2Oversee all customer communications and accurately record details while routing urgent medical calls to a doctor
- 3Deliver personalized experiences and explore creative ways to say yes to customer needs
- 4Listen with empathy, resolve concerns quickly, and anticipate issues before they escalate
- 5Keep clinicians updated on customer needs for a seamless care experience
- 6Provide confidential guidance on financial options and end of life decisions
- 7Process payments accurately while protecting sensitive information
- 8Follow up with clients after visits to assess pet care and strengthen relationships
- 9Capture special moments with permission to create lasting connections between clients, pets, and VEG
- 10Celebrate and document positive outcomes and patient milestones to reinforce trust and loyalty
Requirements10
- 12+ years of experience in a customer service role
- 2Advanced knowledge in computer programs and practice management software
- 3Highly organized with strong attention to detail
- 4Strong communicator able to interact positively with diverse people
- 5Strong multitasker capable of thriving amid chaos
- 6High emotional intelligence and the ability to read a room and act accordingly
- 7Adaptable in high stakes environments and comfortable in a noisy setting with odors
- 8Willing to work nights, weekends, and holidays on a rotating or as needed basis
- 9Ability to work in a fast paced environment with people from varied backgrounds
- 10Empathetic, humble, ownership minded, and curious with a desire to learn and grow
Salary Insight
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