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Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Flexible
Benefits
Dental Insurance
Health Insurance
401(k)
Vision Insurance
Job Description
VCA Veterinary Specialty and Emergency Center of Kalamazoo is a leading 24/7/365 emergency, critical care, and specialty veterinary practice located in Portage, Michigan. As part of the VCA network, one of the largest providers of comprehensive veterinary services across North America, the center prides itself on delivering exceptional medical care and support to pets in urgent need. Known for its state-of-the-art facilities and highly skilled veterinary specialists, VCA Kalamazoo embraces a culture of compassion, innovation, and teamwork. The center offers clients and patients around-the-clock availability for emergencies, ensuring prompt and effective care through collaboration among emergency veterinarians, critical care specialists,... Show More
Job Requirements
- High school diploma or equivalent
- Prior customer service experience
- Effective verbal and written communication skills
- Ability to demonstrate empathy and patience
- Proficiency in using computers and software applications
- Capability to work flexible hours as needed
- Physical ability to stand and move frequently during shifts
Job Qualifications
- High school diploma or equivalent
- Previous experience in a customer service or hospitality role preferably in a medical or veterinary setting
- Strong communication and interpersonal skills
- Ability to remain calm and empathetic under pressure
- Basic computer proficiency
- Skill in conflict resolution and de-escalation techniques
- Ability to manage multiple tasks and client needs efficiently
Job Duties
- Collaborate directly with the CSR team to manage all client-related matters including providing patient updates addressing hospitality needs resolving special requests and facilitating client visits for hospitalized patients when appropriate
- Greet clients upon arrival and confirm registration status
- Assist clients with the check-in process including paperwork explaining financial assistance options and providing an overview of the triage process
- Thoroughly explain the Stat Form to clients ensuring they understand urgency and permissions requested
- Provide clients with clear realistic expectations for their visit from check-in to discharge
- Serve as the hospital concierge addressing general client inquiries such as parking local restaurants entertainment shopping and community events
- Build rapport with clients to ensure a positive experience throughout their visit
- Monitor the lobby to identify distressed clients offering a private space for discussions
- Use empathy and de-escalation techniques to manage stressed or upset clients
- Customize communication protocols to meet specific client and patient needs
- Monitor electronic whiteboards to ensure clients are not overlooked
- Collaborate with hospital departments to prevent or minimize delays and inform clients of changes
- Facilitate smooth client visits acting as liaison between clients and patient care teams
- Connect clients with appropriate team members for questions or concerns
- Reunite stable patients with clients when appropriate
- Monitor patient status in lobby and exam rooms alert care team to significant changes
- Communicate with ER Team Lead to maintain patient flow in line with staffing and care needs
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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