Patient Care Coordinator

Boreal Vet; Edmonton; Hybrid; CAD 42,000 - 56,000; Full time

Job summary

Boreal Vet is seeking a Patient Care Coordinator to support our medical team and families in the hospital setting. The role focuses on hands-on patient care, client communication, and administrative tasks related to hospitalized patients.

The successful candidate will work 12-hour shifts that include early mornings, weekends, and holidays, with opportunity for cross-training in other departments. Compassion and reliability are essential.

Qualifications

• High school diploma required; veterinary training asset.
• Minimum 2 years client care experience.
• Able to stand long hours and lift up to 50 lbs.
• Must communicate with clients professionally and calmly during emergencies.

Responsibilities

• Attend morning rounds to review hospitalized patients.
• Restrain animals safely for procedures.
• Assist DVMs with inpatient care and diagnostics.
• Provide updates to inpatient families.
• Create estimates for ongoing hospitalized care.
• Process deposits and payments with clients.
• Support client education on insurance and Scratchpay options.
• Prepare supplies and maintain biosecurity protocols.
• Document dietary and care details; arrange cremation when needed.
• Clean kennels and maintain hospital areas.

Skills

Client care experience

Compassion and patience

Communication with clients

Calm under medical emergencies

Restraint for procedures

Professionalism and punctuality

Understanding of hospital flow

Knowledge of medical terminology

Education

High school diploma

Veterinary support training (VOA, VMA) asset

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