Client Experience Concierge

Durham, NC, USA|

Job Overview

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee assistance program

Professional development opportunities

Flexible work schedule

Job Description

Arista is an advanced pet care hospital dedicated to providing exceptional veterinary services through a compassionate and client-focused approach. At Arista, the emphasis is placed on tailored care for every pet, recognizing that each animal is unique in its needs. The hospital offers a supportive environment not only for pets and their owners but also for veterinary professionals who are committed to advancing pet healthcare. The company prides itself on its collaborative culture where employees feel valued, empowered, and inspired to grow professionally and personally. This culture contributes to creating a positive experience for both staff and clients, fostering a community built on respect, trust, and continuous improvement.

The Client Experience Concierge role at Arista is a vital position serving as the welcoming and friendly point of contact for all clients during their interactions at the hospital, whether during appointments, drop-off, pick-up, or visitation times. This role is designed to enhance the overall client experience by providing attentive support and streamlining communication between clients and hospital staff. The Concierge works closely with the Care Navigation Team to ensure efficient workflow and a comfortable environment for families and their pets. Key responsibilities include managing communication flow to minimize interruptions for clinical teams, maintaining a clean and welcoming lobby and exam room areas, and upholding Arista's core values and hospital mission. The ideal candidate demonstrates professionalism, compassion, and excellent interpersonal skills, especially during challenging situations when clients may be stressed or emotional. This position demands a high level of confidentiality and adherence to all relevant policies and regulations. By fulfilling these duties, the Client Experience Concierge supports Arista's mission to revolutionize advanced pet care by elevating client satisfaction and fostering a compassionate hospital atmosphere.

Job Requirements

Comfort in hospital clinical environment required
Customer service experience required
Ability to multitask and prioritize during busy times
Ability to kindly and compassionately communicate with clients during times of stress
Ability to calmly and professionally defuse tension and recognize when to seek appropriate support as needed
Clear and friendly verbal and written communication skills
Commitment to confidentiality and professionalism

Job Qualifications

Comfort in hospital clinical environment required
Experience in veterinary general practice and specialty/emergency veterinary medicine preferred
Customer service experience required
Commitment to exceptional customer service, high-quality care, and overall excellence
Ability to multitask and prioritize during busy times
Ability to kindly and compassionately communicate with clients during times of stress
Ability to calmly and professionally defuse tension and recognize when to seek appropriate support as needed
Clear and friendly verbal and written communication skills (in-person, telephone, texting, etc.)

Job Duties

Focus on the guest experience for each client during any time that they are present in the hospital lobby, exam room area, or visiting their hospitalized pet
Work closely with the Care Navigation Team to ensure a streamlined, well-organized, and comfortable experience for each client and their pet
Facilitate hospital teams’ ability to work as efficiently as possible with minimal interruption by managing the flow of basic communication, including updates and information flow through the appropriate channels
Be the friendly and professional face of the Arista hospital
Maintain a clean and comfortable lobby and exam room environment
Demonstrate and uphold Arista's Core Values and Hospital Mission
Demonstrate professionalism and compassion toward patients, clients, and colleagues, especially during stressful situations
Maintain confidentiality of patients, clients, colleagues, and business information
Comply with all applicable federal, state, local, professional licensure, safety, controlled substance, and hospital policy and requirements