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Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Paid vacation
paid sick days
401(k)
employee pet discounts
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. Renowned for its dedication to providing top-tier veterinary services, the center combines state-of-the-art medical technology with a compassionate approach to animal healthcare. The facility operates around the clock, ensuring that pets and their owners have access to urgent and specialized veterinary care whenever the need arises. This commitment positions VCA as a trusted resource within the veterinary community and among pet owners in the region.
The center is known for fostering a supportive and inclusive work envi... Show More
The center is known for fostering a supportive and inclusive work envi... Show More
Job Requirements
- High school diploma or equivalent
- Previous experience in customer service or veterinary settings
- Strong verbal and written communication skills
- Ability to manage stressful situations with professionalism and empathy
- Proficiency with computers and electronic record systems
- Availability to work flexible hours including nights weekends and holidays as required
- Ability to stand for extended periods and move around the facility as needed
Job Qualifications
- High school diploma or equivalent
- Prior experience in customer service or client-facing roles preferably in veterinary or healthcare settings
- Strong communication and interpersonal skills
- Ability to use empathy and de-escalation techniques effectively
- Basic computer skills and ability to use electronic management systems
- Ability to multitask and manage time efficiently
- Team-oriented mindset and collaboration skills
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 if they have registered for their visit
- Assist clients with the check-in process including paperwork explaining financial assistance options and providing an overview of the triage process
- For Stat patients thoroughly explain the Stat Form to clients ensuring they understand the urgency and what permissions are being 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 clients who may be distressed offering them a more private space to discuss their pets condition
- Use empathy and de-escalation techniques to address and manage stressed or upset clients
- Customize communication protocols as needed to meet the specific needs of both the client and the patient
- Monitor electronic whiteboards to ensure clients are not overlooked in the exam rooms or lobby
- Collaborate with all hospital departments to prevent or minimize delays in patient care and promptly inform clients of any changes
- Facilitate smooth client visits by acting as a liaison between clients and patient care teams
- Connect clients with appropriate team members to address questions or concerns
- Reunite stable patients with their clients when appropriate
- Monitor patient status in the lobby and exam rooms and promptly alert the patient care team to any significant changes
- Communicate with the ER Team Lead to ensure patient flow remains in line with staffing levels and patient care needs
Job Qualifications
Experience
No experience required
Job Location
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