We are looking for experienced Client Care Specialists to join our team! Are you looking to ADVANCE your skills and knowledge in a fast-paced environment that will encourage and support your growth? Animal Emergency and Specialty Center's learning-rich environment provides exceptional patient care and client service.
Our culture is driven by our mission and values. Our team is dedicated to being available for families during their pets' unexpected, difficult times and providing quality, compassionate, and professional care. We believe that teamwork, communication, and transparency are vital and encourage a dynamic of trust, respect, and integrity.
About the role
The Client Care Specialist is a blended role responsible for supporting client communication, patient flow, and administrative coordination within the emergency and specialty hospital environment. This role serves as a liaison between clients, veterinarians, and clinical teams by facilitating financial discussions, documenting communication, and supporting intake, discharge, and room flow processes.
Client Care Specialists may be trained to support multiple functional areas based on hospital needs, scheduling, and individual competency. Training into additional responsibilities is not automatic and will be assigned and supported by leadership based on operational needs.
Essential Duties and Responsibilities
Client Communication & Advocacy
- Serve as a primary point of contact for clients in person, over the phone, and electronically, providing clear, compassionate, and timely communication.
- Respond to client inquiries and provide patient updates under DVM guidance, including medical status, diagnostics, wait times, treatment plans, and discharge instructions.
- Accurately document all client communication in the medical record in accordance with hospital policy.
- Coordinate visitation scheduling and assist with client movement throughout the hospital.
- Conduct follow-up calls post-discharge, communicate benign diagnostic results, and relay additional care recommendations as directed by the DVM team.
Financial Coordination & Treatment Planning
- Create, review, and present treatment plans and estimates based on DVM recommendations.
- Review consent forms and obtain client authorization for treatment, anesthesia, sedation, hospitalization, euthanasia, and related services.
- Collect deposits, payments, and refunds in exam rooms or at the front desk as appropriate.
- Maintain accurate tracking of patient financial status throughout the visit and provide financial updates to clients at least once per shift.
- Support payment solutions including Scratchpay, CareCredit, Trupanion, promissory notes, and payment agreements.
- Assist with end-of-day financial processes as assigned.
Patient Intake, Flow & Discharge Support
- Obtain and document patient medical history during intake as assigned.
- Prepare and manage exam rooms, including labeling, SmartFlow updates, whiteboard communication, and room turnover.
- Provide verbal patient handoffs to veterinarians and update patient status flags throughout the visit.
- Facilitate patient discharges by ensuring discharge instructions, medications, and paperwork are complete, accurate, and reviewed with clients.
- Escort clients as needed and coordinate checkout with Client Services staff.
Administrative & Hospital Coordination
- Support clerical and administrative needs of the veterinary team, including care authorizations, documentation management, estimates, and clinical summaries.
- Facilitate outside pharmacy requests, poison control calls, transfer requests, and send-out laboratory coordination as trained.
- Monitor and maintain hospital communication boards and route messages appropriately.
- Participate in patient rounds, departmental meetings, and required hospital trainings.
- Maintain familiarity with hospital systems including EzyVet, SmartFlow, Outlook, and other required platforms.
Clinical & Patient Care Support
- Identify potentially contagious patients and follow isolation and disinfection procedures.
- Maintain a clean, organized, and safe work environment by following cleaning and infection control protocols.
Team Support & Role Flexibility
- Support hospital operations by assisting in assigned functional areas, including client services, room support, or clinical coordination, as trained and scheduled.
- Training into additional functional areas will occur based on hospital needs, leadership direction, and demonstrated competency.
- Collaborate across departments to avoid patient care delays and ensure consistent client communication.
- Remain adaptable, professional, and composed in a fast-paced, high-acuity environment.
- Perform other duties as assigned to support patient care and hospital operations.
Knowledge, Skills & Abilities
- Strong verbal and written communication skills with a client-centered approach.
- Working knowledge of veterinary medical terminology and hospital workflows.
- Ability to manage competing priorities while maintaining attention to detail.
- Comfort navigating sensitive conversations involving finances, medical decisions, and end-of-life care.
- Proficiency or ability to learn EzyVet, SmartFlow, and other hospital systems.
- Ability to safely handle and restrain animals within personal comfort level and request assistance when needed.
Qualifications:
- High school diploma or equivalent required.
- Must be flexible and able to adapt to new situations.
- Ability to act as a team player, adhering to all cover values of the hospital.
- Excellent communication skills. Strong work ethic and positive attitude.
- Experience in emergency, specialty, or high-volume clinical settings preferred.
Physical Demands:
This position requires repetitive motion, which includes periods of sitting/standing, bending/stooping, kneeling, and lifting up to 50 pounds.
Anticipated Schedule:
We are open 24 hours a day, 7 days a week.
Currently, we have Part-time Client Care Specialist positions available (Open shifts include 4pm-1am Room Assistant shifts Friday, Saturday, and Sunday). A Part-Time position has the potential to become a Full-Time position in the coming months.
- Shift differential for overnight shifts, double-time for call-in and holidays.
Benefits Include
- Competitive Salary including shift differential ($3 per hour for overnights, $2 per hour for weekends, double time for holidays, and call-in pay)
- Biannual Bonus
- Uniform Allowance
- Employee Pet Discount
Location:
Our hospital is located in Poulsbo, WA, where you'll find a small-town charm surrounded by breathtaking natural beauty. With easy access to the Olympic Mountains, Puget Sound, and Seattle via ferry, you'll never run out of adventures.
Ready to join a hospital where your flexibility and skills are truly valued- and where you'll be supported for long-term success? Apply today and become part of something special at AESC!
Learn more about us: https://aesccares.com
Animal Emergency & Specialty Center | Kitsap's trusted emergency veterinary care since 1993