Veterinary Receptionist (Care Coordinator) - Hope Advanced Veterinary Center

Position Overview

The Care Coordinator serves as the first point of contact for clients while coordinating communication between clients, veterinarians, nursing staff, and specialty departments. This role is responsible for creating an exceptional client experience through compassionate service, efficient patient flow, accurate financial coordination, and clear communication.

Essential Functions

• Welcome clients and patients with professionalism, empathy, and compassion.
• Deliver exceptional customer service in person, by telephone, and through electronic communication.
• Build trusting relationships with clients while maintaining professionalism and confidentiality.
• Support clients experiencing emotional or stressful situations with patience, compassion, and understanding.
• Educate clients regarding hospital services, scheduling, payment options, and hospital policies.
• Respond professionally to client concerns and escalate issues appropriately when needed.
• Carefully coordinate patient arrivals, admissions, transfers, and discharges.
• Schedule appointments across Emergency and Specialty services.
• Obtain, organize, and maintain outside medical records.
• Ensure patient information is accurate and complete within the practice management system.
• Communicate appointment instructions, fasting requirements, medication guidance, and follow up recommendations.
• Coordinate communication between clients and the medical team throughout the patient's visit.

Communication

• Answer incoming phone calls, emails, and electronic communications promptly and professionally.
• Routinely route calls and messages to the appropriate department or clinician.
• Recognize potential medical emergencies and appropriately prioritize urgent patient needs.
• Communicate scheduling changes, delays, and updates with empathy and professionalism.
• Collaborate with technicians, veterinarians, pharmacy, and leadership to ensure timely, accurate communication.

Financial Responsibilities

• Process invoices and client payments accurately.
• Explain estimates and hospital financial policies with confidence and professionalism.
• Aid clients with available payment solutions including CareCredit, Scratchpay, Trupanion direct pay when applicable, and approved hospital payment arrangements.
• Process refunds, credits, and financial adjustments in accordance with hospital policy.
• Maintain an accurate cash drawer and complete end-of-day balancing procedures.

Administrative Responsibilities

• Maintain complete and accurate electronic medical records.
• Scan, upload, and organize client documentation.
• Process prescription refill requests and medical messages.
• Maintain organized reception and client service areas.
• Support hospital initiatives, administrative projects, and other duties as assigned.

Team Responsibilities

• Work collaboratively with all hospital departments to promote exceptional patient care.
• Facilitate seamless transfers of patient care between all Hope departments, ensuring continuity of communication and service.
• Every client should experience one connected hospital rather than separate specialty practices.
• Demonstrate flexibility while adapting to changing priorities in a fast-paced environment.
• Support teammates during periods of high patient volume.
• Maintain professionalism and respect in all interactions with clients and team members.
• Participate in ongoing education, training, and professional development.
• Demonstrate accountability through consistent attendance, punctuality, and dependable performance.

Qualifications

• Applicants must be 18 years of age or older to be considered for this position.
• A high school diploma or GED required, or equivalent combination of education, certification, training, and/or experience.
• Previous customer service experience required; veterinary or healthcare experience preferred.
• Ability to multitask while maintaining exceptional attention to detail in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to remain calm, compassionate, and solution-oriented during emergency situations.
• Proficiency with Microsoft Office, email, and practice management software.
• Ability to learn veterinary terminology, hospital workflows, and financial policies.
• Ability to work evenings, weekends, and holidays as required.

Preferred Skills

• Veterinary Assistant Experience

Physical Requirements

• Frequent standing, walking, sitting, bending, reaching, and keyboard use.
• Ability to lift up to 30 pounds independently and assist with heavier items when necessary.
• Ability to work in a busy veterinary hospital environment with frequent interruptions.
• Exposure to animals, cleaning agents, biological materials, and varying noise levels.

Schedule

Day and Evening shifts, 5-8 hour days or 4-10 hour days

What We Offer

• Medical, dental, and vision insurance
• Paid Parental Leave (birth, adoption, foster)
• 401(k) with discretionary contribution
• Team Member Pet Discounts
• Emotional wellbeing support — including Calm app access and 24/7 EAP
• C&E stipends and career development resources
• Grant Circle — a relief fund for team members facing personal hardship
• Local hospital culture backed by national resources