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Ethos Veterinary Health Veterinary Emergency Concierge in Woburn, Massachusetts

Massachusetts Veterinary Referral Hospital is seeking a full-time Client Concierge to join our busy Emergency & Critical Care department in Woburn, MA.  

The Emergency Room Client Concierge ensures that all our Emergency and Critical Care clients experience is exceptional throughout the appointment process in partnership with the medical and non-medical teams.  The E/CC Concierge is ultimately responsible for directing the flow between the ER clinical staff and the clients. The ER Concierge ensures clients are fully informed of next steps in the appointment process and facilitates fluid communication between client and the hospital. The ER concierge will report directly to the Assistant Hospital Service Manager- ER.     

Shifts:  Available shifts are Sunday-Wednesday 1p-10p and Thursday-Saturday 11a-11p. All employees are required to work one weekend shift and a minimum of 3 holidays.  

Compensation is based on experience : $18 - $22hr..

Responsibilities:   

  • Prepares E/CC and Client Care teams to receive appointments by ensuring clients are accurately registered in all systems, retrieving client records from rDVMs, and preparing required forms in advance of clients’ arrival   

  • Monitors E/CC client wait times, touching base at appropriate intervals to keep owners informed of their pets' status.  

  • Facilitates non-clinical side of patient admits and discharges and schedules follow-up appointments as needed.  

  • Ensuring clients fully understand all appointment related documents and documents are returned and added to records.  

  • Coordinates end-of-life appointments according to procedures and with compassion.  

  • Gathers information for client accounts and verifies any information already in the system.   

  • Collects and accurately processes payments from clients.  

  • Explains alternative payment options for clients such as lines of credit and billing plans.  

  • Manages pet insurance claims and/or preapprovals from initiation to completion.  

  • Cleans and straightens the public areas of the emergency room, including exam rooms, visiting room and bereavement rooms. 

Education, License and Job Requirements:   

  • Associate’s or bachelor's degree, or equivalent experience, required.   

  • Must be able to stand for up to six hours at a time and may require stooping, kneeling, reaching, lifting and carrying throughout the course of a shift.   

  • May be required to move up to 50 pounds.   

Skills and Experience:   

  • 3+ years of customer service experience   

  • 1+ years in veterinary healthcare required  

  • Proven experience in multi-tasking and prioritizing tasks   

  • Exceptional organizational skills   

  • Skilled in remaining calm and working effectively in high pressure and busy situations   

  • Strong active listening and customer service skills which includes the ability to resolve client issues and complaints with tact and diplomacy   

  • Ability to promote effective communication between the client service staff, doctors and technical staff   

  • Strong written and verbal communications skills and exceptional consciousness of non-verbal language   

  • Excellent problem-solving skills and the ability to detect changes in circumstances or events and ensure clients satisfaction   

  • Proficient with Microsoft office suite and other office technology  

     

Benefits of Working at Massachusetts Veterinary Referral Hospital:  

Compensation is based on experience and skill level. Benefits start on day one! Full-time benefits include health, dental, vision, disability and life insurances, flex-spending accounts, 401(k), Employee Assistance Program, paid time off, uniforms, employee pet discount, and a generous CE allowance.  

Ethos is an Equal Opportunity Employer. Ethos does not discriminate based on 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 based on qualifications, competence, merit, and business need. 

 

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