Veterinary Receptionist (Care Coordinator) - Hope Advanced Veterinary Center

About the role

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. Care Coordinators champion the One Hope experience by ensuring seamless transitions between Emergency and Specialty services. They serve as the connection between departments, creating a unified hospital experience where clients experience one coordinated team dedicated to their pet's care rather than separate specialty practices.

Hope Advanced Veterinary Center in Vienna, Virginia has been the trusted destination for specialty and emergency veterinary care in the greater Washington, DC area for more than 30 years, operating 24/7, 365 days a year. With a team of board-certified specialists spanning oncology, internal medicine, ophthalmology, cardiology, surgery, and neurology, Hope provides some of the most comprehensive specialty care available anywhere in the Mid-Atlantic region.

Responsibilities

• 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.
• 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.
• Commun