Patient Liaison

About the role

The ASPCA’s Community Medicine (CM) team provides expert veterinary care to support the welfare of animals and their people through our stationary and mobile veterinary clinics, serving the most underserved communities in New York, Miami, and Los Angeles. We help pet owners overcome barriers to care, bringing quality services directly to the communities that need us most and partially or fully subsidizing the cost of basic and preventive care. CM treats people and pets with dignity and respect, assisting pet owners in making informed decisions about their pets’ health and wellbeing regardless of their financial circumstances.

Responsibilities

• Work as part of a team to create a consistently excellent, welcoming client experience
• Greet clients, answer questions, schedule appointments and assist with patient intake
• Maintain a clean, stocked and organized lobby
• Manage client check-in to ensure smooth/efficient intake process
• Accurately and efficiently enter client and patient information into database
• Provide and/or coordinate interpretation and translation as needed and support client’s ability to fully understand all medical procedures, options, and decisions
• Manage service area eligibility and communicate costs associated with visit if applicable
• Process payment transactions and ensure cash register is balanced daily
• Complete follow-up and reminder calls/text messages, and coordinate other services as needed
• Participate in grassroots community outreach to connect services with clients who need them including participating in ASPCA and CM events and tabling at other community events
• Prepare exam room(s) for use and escort and welcome clients into exam rooms
• Absorb patient medical history
• Scribe medical records to support surgery flow
• Discharge patients, discuss post-operative instructions and supply appropriate paperwork or digital medical record
• Clean, sonicate, pack, and sterilize surgical instruments and clean/disinfect endotracheal tubes as needed to support medical services
• Clean and disinfect animal areas (exam tables, scales, kennels) throughout the clinic day, following CM standard operating procedures and utilizing appropriate and personal protective equipment
• Receive mail and packages and restock medical supplies
• Assist medical team with translation service coordination as needed
• Perform other duties as assigned

Qualifications

• Outstanding customer service skills
• Ability to stay calm under pressure and deescalate conflict in a positive and professional manner
• Ability to work independently and as part of a team
• Agile and flexible work style to support a fast-paced work environment
• Experience using a computer and navigating software applications
• High degree of integrity and accountability, as well as a desire to carry out the ASPCA’s mission
• Highly organized, with attention to detail
• Ability to perform timely and accurate data entry

Education and Work Experience

• High School Diploma or GED equivalent required
• Customer service experience required; experience in veterinary medical setting strongly preferred
• Experience serving diverse communities preferred