Veterinary Client Experience Specialist, Surgery

Veterinary Client Experience Specialist, Surgery - ARISE

Compensation: $17 - $23 per hour

Full-time opportunity in Queen Creek, Arizona

Schedule: Full-time, 4/10-hr shifts Monday-Thursday 7:30a-5:30p

The purpose of the Client Experience Specialist is to assist in providing high quality client support for our surgery department. The goal of this position is to enhance the client and patient experience by creating smooth communication, transitions and expectations between the client and the doctor/technical teams.

Why Join ARISE

ARISE is a 24-hour emergency and specialty animal hospital with some of the most skilled doctors in the state, providing significantly complex treatments in the western US. As part of Ethos Veterinary Health, our clinical team works closely with surgeons, oncologists, internists, radiologists, and a critical care team to provide the highest quality care to our patients. As Veterinary Client Experience Specialist, you’ll be the face of the hospital, creating smooth communication between clients and our doctor and technical teams, with opportunities to learn and grow through our unique training program.

In your day-to-day, you will:

Client Experience

• Be the face of the hospital, ensure a warm welcome to each and every client
• Immediately address each client as they enter, assist them in checking in their patient or referring to the triage technician
• Maintain a calm composure in the face of emergencies, provide information and comfort to clients in distress
• Work with the social worker to address any clients needing additional assistance
• Familiarize yourself with the patients who are waiting to be seen, provide clients frequent updates on wait times
• Ensure client satisfaction, relaying any potential issues to supervisors
• Review estimates and collect payments/deposits
• Assist the client in working with the coordinator to have their patient seen by other specialties in the hospital
• Ensures organized and efficient client/patient flow for the outpatient service
• Remain acutely aware of wait times for clients in person or at discharge and work to minimize
• Assist with resolving client needs, concerns, and/or complaints
• Ability to de-escalate clients professionally
• Concisely document pertinent client communications and advise the attending veterinarian of these communications (close the loop consistently and timely)
• Ensure history forms have been completed by owners and are in the record/record started
• Assist the telecommunicators in answering overflow incoming calls
• Help keep exam rooms clean and ready for clients
• Help keep lobby and client coffee/water station clean and stocked
• Help doctor’s assistants with patient discharges, reviewing estimates and collecting payments as needed.

Administrative Duties

• Safety
• Follow OSHA requirements
• Follow practice’s health and safety protocols
• Be proficient in using our veterinary practice-management software (EzyVet, SmartFlow, Timeless)
• Assist Client Administrators as necessary
• Attend staff and individual meetings as scheduled
• Participates in a positive manner in all group sizes.
• Refrains from participating in gossip-leads by example.
• Supports team members by assisting other areas, is receptive to feedback and suggestions.
• Engages in active problem-solving vs. problem-identifying.
• Makes suggestions related to client/patient service improvements and hospital efficiency.
• Work closely with veterinarians, technicians, and support teams
• Contribute to a positive, team-focused hospital culture

What You Bring

• Experience equivalent to job duties and responsibilities
• Excellent communication skills – written and verbal
• Strong computer skills
• Strong ability to multi-task
• Strong work ethic and professionalism
• Able to stand, sit, bend, restrain, squat for extended periods of time
• Able to function within a busy, stressful work environment in a mature, professional manner
• Able to lift 50 lbs in a safe manner
• Able to type, write and verbally converse
• Able to work the posted schedule
• A collaborative mindset and commitment to exceptional patient care

Perks & Benefits

• Competitive compensation package
• CE allowance
• Full health benefit packages
• 401K with a company match
• Employee pet discounts
• Paid Time Off
• Onsite social worker dedicated to employee wellness, to help manage burnout and compassion fatigue

Location Highlight

Queen Creek, Arizona blends small-town charm with room to grow, surrounded by open desert, mountain views, and a strong agricultural heritage. Residents enjoy year-round sunshine, local farms and orchards like Schnepf Farms and the Queen Creek Olive Mill, and outdoor recreation at nearby San Tan Mountain Regional Park.

About Ethos Veterinary Health

Ethos Veterinary Health, part of the NVA Group, is where you come to practice world-class medicine, and help shape what veterinary care becomes next.

Across our network of 140 specialty and emergency hospitals, science moves forward, standards are elevated, and innovation is put into practice every day. You’ll work alongside respected veterinary leaders in academic-caliber hospitals designed for learning, teaching, and discovery.

Here, mentorship is a two-way street. You’ll share your expertise, learn from others, and continue to grow, clinically, professionally, and personally.

At Ethos, you inspire hope, deliver exceptional care, and pursue veterinary medicine at its highest level, together.

Join Us

At Ethos, this isn’t just a job, it’s an opportunity to practice medicine at the highest level and help shape the future of veterinary care.

Candidates can confidentially submit their CV to Talent Acquisition Partner Myrna Flores at [email protected]

Equal Opportunity Employer

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 based on qualifications, competence, merit, and business need.

This role is not eligible for visa sponsorship. Hiring is contingent on candidate verifying their eligibility to work in the United States and passing a complete background check and drug screen.