Client Patient Coordinator, Neurology & Surgery

Responsibilities

• Address and help resolve client concerns (financial, medical, or other) in person or over the phone.
• Greet clients and patients, and escort them to an exam room.
• Obtain and record patient vitals (weight, heart rate, respiratory rate, CRT/MM) in SmartFlow and the medical record.
• Provide the veterinarian with pertinent medical history as outlined in the training SOP.
• Provide patient restraint during examinations.
• If trained and appropriate, perform venipuncture, injections, bandage changes, and assist with minor, non-sedated procedures.
• Complete and submit appropriate paperwork for laboratory specimens.
• Prepare and process specimens in accordance with laboratory standards; perform in-house lab work as needed.
• Submit and coordinate diagnostic imaging requests (X-rays, CT, MRI) and assist with radiology procedures as needed.
• Create and review estimates based on the veterinarian’s recommendations.
• Revise estimates for procedures or hospitalization and review updates with clients.
• Discuss deposits, expected costs, and follow-up expenses as directed.
• Complete Authorization and Release Forms, including confirming CPR/DNR status.
• Escort clients to the reception desk for payment or collect payments as needed.
• Ensure discharge summaries are completed by the veterinarian and review them with clients.
• Cover medications prior to client arrival and enter applicable charges into invoices.
• Escort clients to exam rooms and review discharge instructions, including VetRocket images when applicable.
• Clearly explain discharge instructions, medications (including use, labeling, contraindications, and side effects), and provide all necessary handouts.
• Prepare patients for discharge, ensuring they are clean and presentable.
• Admit patients by creating cage cards, collars, and setting up kennels.
• Generate SmartFlow workflows as directed by the veterinarian.
• Clean and maintain exam rooms between patients and at the end of the day.
• Absorb ICU/recovery patient visits with owners.
• Coordinate and perform euthanasia services, including paperwork, body care, and keepsakes (e.g., paw prints).
• Document all client communications in the medical record using CCOMs.
• Maintain and organize records, including medical, client, financial, and laboratory documentation.
• Assist other departments when necessary and/or as directed by your direct supervisor.
• Assist with gurney calls, cleanup calls, and owner assistance calls.
• Absorb laundry, restocking, and cleanliness of hospital duties.

Qualifications

• At least 2 years of experience as a veterinary technician or veterinary technician assistant preferred.
• Strong interpersonal and client communication skills with a passion for assisting others.
• Exceptional multitasking abilities, organizational skills, and attention to detail.
• Dependable, proactive, and team-oriented with a positive attitude.
• Preferably knowledgeable in veterinary practices, pharmacology, medical terminology, and clinic procedures.
• Expertise in client service principles, including needs evaluation, quality standards, and client satisfaction.
• Proficient in administrative tasks such as word processing, file management, transcription, and email communication, as well as using computer programs for managing patient information.
• Familiarity with common drugs, their uses, brand/generic names, side effects, and controlled substance protocols.
• Skilled in social perceptiveness and adaptability to others' reactions to enhance client interactions.
• Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus!