Client Care Coordinator

VetCare is a proudly Canadian owner and operator of veterinary practices, based in Vancouver, and with passionate associates across Canada. Our commitment to care is at the heart of what we do, from guiding our talented medical and operations teams, supporting practice owners through seamless transitions, and providing the highest quality of care to patients through our community-focused practices.

We are seeking a personable Client Care Coordinator to join our dynamic, entrepreneurial Practice Care Centre team. This role will be instrumental in positioning VetCare’s practices as leaders in exceptional client experience.

The Opportunity:

As Client Care Coordinator, you’ll develop and execute a strategic client care plan that elevates service across our network. This includes creating and delivering training & resources, implementing best practices, and tracking success metrics.

You’ll report to the Director of Marketing and work cross-functionally with Marketing, Operations, and Medical teams to identify opportunities to improve client care and patient outcomes.

Salary Range: $50,000 - $60,000

Key Responsibilities:

• Client Experience & Engagement: Design and implement best-in-class client service strategies, ensuring consistent and exceptional interactions across all practices.
• Training & Development: Build comprehensive training materials and lead educational sessions for client care teams, ensuring alignment with adult learning theories and best practices in client service e.g. client scheduling best practices.
• Signage & Interior Optimization: Guide clinics in creating welcoming and informative environments, from retail displays to practice signage.
• Reminders & Forward Booking: Optimize appointment reminders and forward booking processes.
• Align messaging with key roles: Collaborate with Medical and Operational leaders to align messaging across all practice team members.
• Measurement & Continuous Improvement: Evaluate client experience and implement ongoing improvements based on data-driven insights.

Who We Are:

Our Canada-wide community of veterinary practices is taking a fresh approach to veterinary medicine. How? By combining the personal touch of private practice with the strength and resources of a powerful network.

While our medical teams exchange knowledge, expand their skills, and provide personalized care, our strategic team works behind-the-scenes– offering hands-on mentorship, supporting our practice managers, helping with recruitment efforts, and more.

This collective approach allows us to accomplish more together than we could alone. Because at the end of the day, we’re all pet lovers with a shared calling: to advocate for animals and the people who care for them.

If you’ve got a passion for enhancing client experience in veterinary care, we’d love to hear from you!

Who you are:

• A natural relationship builder who thrives in client-facing environments.
• You’re a people person with a love of animals.
• Organized, self-motivated and proactive.
• Experienced in client scheduling best practices.
• Strong background in client service excellence, preferably in dental, healthcare, or the veterinary industry.
• The ability to develop and deliver engaging training programs.
• Proficient (or willing to learn) veterinary or dental client communications tools and practice management systems.
• Excellent communication and problem-solving skills with a proactive approach to client service challenges.
• Strong communicator with a talent for solving problems and improving processes.