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Ethos Veterinary Health Surgery Patient Care Coordinator in Woburn, Massachusetts

Massachusetts Veterinary Referral Hospital is seeking a full-time Patient Care Coordinator to join our busy Surgery department in Woburn, MA.

The Patient Care Coordinator ensures that the Pet Owner’s experience is exceptional throughout their appointment process in partnership with the medical, client care, and call center teams. This person serves as the primary, non-medical coordinator between clients as well as other departments with the surgical department to ensure a seamless interdepartmental visit and provides fluid communication of the next steps in the appointment process.

Schedule: Monday-Friday 10:00 am - 6:00 pm

Primary duties will include:

  • Perform all essential functions of a Client Care Specialist

  • Monitor Callback System, respond to client messages and/or reach out to medical team accordingly.

  • Learn and understand common conditions, treatments, and medications pertaining to discipline(s) in order to respond to basic client questions – understands and applies the use of limited medical expertise when speaking with clients.

  • Consistently monitor the progress of the pet's appointment from check-in to check-out and provide ongoing communication to the client; keeping the client consistently aware of all activities throughout the appointment including the pet’s location, treatment provided, and next steps in the process.

  • Coordinate interdepartmental communications pertaining to pet status updates, changes in the treatment plan, and associated costs and relay information to the client.

  • Build and discuss financial treatment plans.

  • Schedule and manage the appointment schedule for each day and review upcoming appointments for the week to help the teams prepare in advance of the clients’ visit. Ensure rDVM medical records are received in a timely manner.

  • Assist clients with financial transactions.

  • Assist clients with insurance claims.

  • Assist clinical team with follow-up activities including follow-up calls and post-appointment tasks.

Qualifications and experience requirements

  • Bachelor's Degree preferred comparable work experience may be considered

  • 1+ years of veterinary or human medical work experience required

  • Hospitality experience strongly preferred.

  • Must possess a high ability to multi-task, prioritize and organize effectively.

  • Comprehensive ability to speak, read, and write English and interpret technical procedures, including the ability to effectively present information and respond to questions from technical staff, doctors, managers, and clients.

  • Proficient with Microsoft Office suite, superficially word, excel and TEAMS

  • Previous experience as a client service representative, customer service representative, or patient coordinator will be considered.

Benefits of Working at Massachusetts Veterinary Referral Hospital:

  • Compensation is based on experience and skill level.

  • Full-time benefits include health with an optional 100% employer-paid plan, dental, vision, disability and life insurances, flex-spending accounts, 401(k), Employee Assistance Program, paid time off, uniforms, and a generous CE allowance.

Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, competence, merit, and business need.

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