Patient Care Coordinator

Boreal Veterinary Centre; Edmonton; On-site; CAD 48,000 - 64,000; Full time

Benefits offered by this job

Discounts for gym

Opportunities for growth and profess

Professional development

Job summary

Boreal Veterinary Centre in Edmonton, Canada is seeking a Patient Care Coordinator to support the medical team with hospitalized patients and client communications. This role focuses on hands-on patient care, processing payments, and coordinating family updates under the direction of DVMs and RVTs.

The position operates on 12-hour shifts from 7am to 7pm, including weekends and holidays. Cross-training across departments may be required to ensure smooth hospital operations.

Qualifications

• Minimum of 2 years client care experience in or out of veterinary settings.
• Ability to stand for long periods and lift up to 50 lbs.
• Understanding of veterinary hospital workflows and patient flow.
• Strong communication with clients in person and electronically.
• Calm, compassionate, professional under pressure.

Responsibilities

• Attend morning rounds to stay informed about in-hospital patients.
• Restrain animals safely for examinations when required.
• Assist DVMs with inpatient care and diagnostics as needed.
• Provide updates to inpatient families on patient status.
• Create estimates for ongoing hospitalized care under supervision.
• Process deposits, payments, and refunds with clients.
• Coordinate safe visits for families of hospitalized patients.
• Support billing and internal invoicing functions.
• Educate clients about insurance and payment options.
• Prepare supplies and clean up after treatments and procedures.
• Follow biosecurity protocols and document care details.
• Maintain kennels and prepare for new admissions.
• Other supportive tasks as needed.

Skills

Client care experience

Compassion and patience

Client communication

Calm under pressure

Hospital flow understanding

Professional demeanor

Education

High school diploma

Veterinary assistant training (VOA, VMA)

Job description

Position Title: Patient Care Coordinator
Reports to: Emergency Veterinarian Team Lead
Department: Hospital
Status: Full-Time Permanent (40 hours per week) OR Part-Time Permanent (25 hours per week average)

Prerequisites

• High school diploma
• Further veterinary professional training as VOA, VMA, etc will be considered an asset
• Minimum of 2 years client care experience either within or outside of the veterinary profession
• Able to stand for long periods of time (10 hours)
• Able to lift 50lbs (22kg)
• Exhibit compassion and patience
• Understanding of veterinary hospital flow
• Knowledge of the scope of practice for hospital staff
• Basic understanding of medical terminology
• Ability to stay calm and efficient during a medical emergency
• Well spoken, mature and professional
• Ability to be on time and prepared to work at the beginning of your scheduled shift
• Ability to communicate with clients in a friendly, compassionate and professional manner (both verbally and electronically)
• Working Conditions: May be exposed to unpleasant odors, noises, animal vomit, urine, blood or feces. May be exposed to bites, scratches, and contagious diseases.

Position Summary

To provide support to the medical team for all hospitalized patients with direct hands-on patient care and client support. This will be a very important accessory role to our hospital as it will provide our doctors and medical staff with assistance for patients that are hospitalized. This will include restraint for examinations/procedures, updating estimates, processing payments, and updating owners as requested by the medical team. This role will work under the direction of the DVMs and RVTs, with a primary focus on assisting with hospitalized patients and their families.

This position schedule is shift work (12hr shifts). Working 7am to 7pm during the week and including weekends, and holidays will be required. Some cross-training and assisting in other departments may be required as requested.

Essential Job Functions

• Attend morning hospital rounds to familiarize themselves with all patients that are in hospital
• Ability to safely and comfortably restrain a variety of species of animals for procedures
• Assist DVMs with inpatient care including assisting with examinations and diagnostics as needed
• Provide communication to inpatient families including patient updates
• Create estimates for ongoing hospitalized care of patients under DVM/RVT direction
• Process deposits, payments and refunds through the phone or in person with clients
• Facilitate safe, organized family visits for hospitalized patients
• Become familiar with and use internal messaging and invoicing functions
• Support client education regarding insurance and scratchpay options
• Assist in processing patients for aftercare, ensure all requests are completed to standard and appropriately processed for cremation
• Prepare supplies for, and clean up following, treatments and procedures as required
• Have knowledge of biosecurity protocols
• Document in detail dietary intake, walks, urination, defecation, and other fluid losses
• Clean kennels and ready them for new patients
• Other supportive tasks as deemed necessary

Background for Development and Importance of This Role

The need for this accessory role has risen due to the shortage of veterinary professionals. When examining the day-to-day work of registered veterinary professionals and veterinarians, we need to highlight what is in their scope of practice and place an emphasis of time on those activities for them. In a busy hospital, their medical expertise is prioritized, and the non-medical activities become less of a focus. Boreal Veterinary Centre feels that those “non-medical” activities are often under emphasized and strive to include non-registered support staff as an integral part of the medical care team to provide a gold standard of care.

Company Benefits

Joining the Boreal Veterinary Centre team means you'll enjoy an array of perks, including:

• Discounts for gym, City of Edmonton, Rogers, and more
• Opportunities for growth and professional development