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Veterinary Surgery Coordinator Eclipse Specialty and Emergency Pet Care - 3.2 Whippany, NJ Job Details Full-time $25 - $32 an hour 1 day ago Benefits License reimbursement Health insurance Dental insurance 401(k) Tuition reimbursement Paid time off Uniform allowance Employee assistance program Vision insurance Employee discount Professional development assistance Life insurance Qualifications Bachelor's degree in animal science Associate's degree in Animal Science Bachelor's degree in Veterinary Technology Associate's degree in Veterinary Technology Doctor of Veterinary Medicine Medical terminology Full Job Description

JOB TITLE

Eclipse Surgery Client Experience Coordinator (Liaison)

DEPARTMENT

Client Experience

REPORTS TO

Client Experience Supervisor SUMMARY:

The Surgery Service Experience Coordinator plays a pivotal role as the primary link between our esteemed clients and the hospital. This position is dedicated to ensuring seamless communication and exceptional client experience while their pets are under our care. Beyond facilitating crucial communications between pet owners and our medical and client experience teams, the Surgery Service Experience Coordinator provides invaluable assistance in scheduling, financial administration, and supporting our professional veterinary medical team.

DUTIES AND RESPONSIBILITIES

Maintains Professional Communication:

Serves as the primary liaison between clients, the medical team, and referring veterinarians (pDVMs), ensuring clear, respectful, and empathetic communication.

Establishes Trust and Rapport:

Builds strong relationships with pet owners offering reassurance and compassionate support primarily via phone and email.

Provides Proactive Updates:

Keeps clients and doctors informed about their patients status, pending lab results, treatment plans, and discharge instructions in a timely and transparent manner.

Facilitates Seamless Coordination:

Ensures all necessary medical records (including radiographs and other diagnostics) are obtained from pDVMs before appointments and provides status updates as directed.

Manages Client Inquiries:

Conducts timely call-backs, responds to phone and email inquiries, and resolves client concerns with professionalism and empathy.

Effectively Communicates Treatment Plans:

Clearly presents patient treatment plans, procedures, medications, and ongoing care requirements to ensure client understanding in conjunction with nurses and doctors.

Coordinates Across Teams:

Works closely with the medical team and Client Experience Representatives (CSRs) to maintain continuity of communication, ensuring all client interactions are handled effectively.

Handles Prescription Coordination:

Calls in medication refills to pharmacies, approves/denies online requests and facilitates prescription fulfillment for in-house pickup under advisement of doctors.

Manages Appointment Scheduling:

Oversees scheduling for consultations, surgical, diagnostic, and drop-off procedures, ensuring efficiency and minimizing conflicts.

Audits and Optimizes Schedules:

Regularly reviews appointment and doctors schedules to verify accuracy and proactively resolves scheduling conflicts.

• Prepares Clients for

Procedures:

Contacts clients prior to scheduled procedures to provide essential instructions on fasting, medications, and drop-off protocols while addressing any concerns.

Facilitates Interdepartmental Coordination:

Works with other hospital services to streamline scheduling, coordinate procedures, and ensure smooth transitions between departments.

Ensures Billing Accuracy:

Reviews and verifies patient invoices to ensure all treatments and services are accurately recorded.

Provides Financial Updates:

Keeps clients informed on treatment costs throughout hospitalization, allowing for informed decision-making.

Finalizes Billing and Checkout:

Reviews final invoices for discharged patients, addressing any billing concerns and ensuring accurate financial transactions.

Maintains Financial Coordination:

Works closely with the Financial Coordinator and CSRs to ensure smooth and accurate billing operations.

• Verifies and

Updates Medical Records:

Ensures all consult records and external lab results are received and correctly uploaded to patient charts.

Maintains Accurate Documentation:

Updates consult spreadsheets, lab logs, and patient records to ensure accurate and accessible information.

Provides Compassionate End-of-Life Support:

Facilitates end of life aftercare paperwork and arrangements.

Offers Thoughtful Client Outreach:

Sends condolence books and arranges flower deliveries for long-term clients experiencing the loss of a pet.

QUALIFICATIONS

• A combination of education, training and experience that provides the required knowledge, skills, and abilities.
• Advanced knowledge of veterinary terminology
• Must demonstrate strong interpersonal and communication skills. Requires demonstrated strong ability to communicate effectively with a high level of soft skills.
• Requires ability to independently self-motivate, organize, and prioritize day-to-day tasks in order to keep work assignments current.
• Strong problem solver with ability to translate ideas into action as well as think through implications.
• Collaborative, open, and flexible working style, with an ability to quickly establish relationships, trust, and credibility
• Strong team player with a positive attitude, self-motivated, and a sense of urgency.
• Proactively seeks opportunities to improve upon skill sets and learn additional skills, enabling greater contribution to the work team.

Compensation and Benefits:

Job Status:

Full Time Pay Range:

$25.00-32.00/hour commensurate with experience 401k Dental insurance Employee assistance program Employee discount Health insurance License reimbursement Life insurance Paid time off Professional development assistance Tuition reimbursement Uniform allowance Vision insurance Eclipse Specialty & Emergency Pet Care welcomes applications from all qualified candidates. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law.

Pay:

$25.00 - $32.00 per hour

Work Location:

In person