Client Advocate

Upstate Veterinary Specialties; Latham (NY); On-site; USD 29,000 - 39,000; Full time

Benefits offered by this job

Fully paid medical, dental, and long‑/

Retirement plan with employer matching

Generous paid time off

Pet insurance stipend

Uniform allowance

Employee appreciation events

Job summary

Upstate Veterinary Specialties in New York's Capital District seeks a Client Advocate to support pet owners and clinical teams during critical moments of care. You will serve as the primary contact for owners, share updates, and help navigate the hospital environment with empathy and professionalism.

The role emphasizes clear communication, emotional support during difficult conversations, and collaboration with ER and ICU staff to ensure smooth patient flow.

Qualifications

• 1+ years of client-facing hospitality, service, or support experience required.
• Host, server, or veterinary assistant experience is helpful.
• High school diploma or equivalent required.
• Strong communication and ability to build trust quickly.
• Empathetic and compassionate approach to client interactions.

Responsibilities

• Serve as the primary contact for pet owners, providing updates every 30–60 minutes.
• Round with triage staff to understand patient status and workflow needs.
• Review hospital dashboards to track patient and client locations.
• Communicate wait times, patient status, and care progress clearly and compassionately.
• Relay accurate information to pet owners through ER liaisons and veterinarians.
• Support client comfort and address concerns, escalating clinical updates when needed.
• Assist in moving clients through the hospital and cross-train with Client Relations responsibilities.

Skills

Customer service

Communication

Empathy

Multitasking

Education

High school diploma

Tools

Instinct

Job description

Job Details

Job Location: Upstate Veterinary Specialties - Latham, NY 12110. Position Type: Full Time. Salary Range: $21.00 - $28.00 Hourly. Job Category: Customer Service.

Are you passionate about client care and thrive in fast-paced, high-touch environments where communication and compassion make all the difference? Join Upstate Veterinary Specialties, a leading emergency and specialty veterinary hospital in New York’s Capital District, as a Client Advocate and play a key role in supporting both pet owners and clinical teams during critical moments of care.

What You’ll Do

• Serve as the primary point of contact for pet owners throughout their visit, providing updates and support every 30–60 minutes
• Round regularly with triage staff to understand patient status and workflow needs
• Review hospital dashboards to track patient and client locations
• Communicate updates on wait times, patient status, and care progress clearly and compassionately
• Coordinate with ER liaisons, ICU staff, technicians, and veterinarians to relay accurate information to pet owners
• Ensure pet comfort and wellbeing (water, bedding, relocation within the hospital, etc.)
• Support client comfort by addressing concerns, answering questions, and escalating clinical updates appropriately
• Comfortably and compassionately engage with clients regarding all aspects of care, including difficult conversations such as end‑of‑life care and euthanasia discussions
• Demonstrate an empathetic approach when supporting pet owners during emotionally challenging situations
• Document client interactions and updates accurately in the medical record system (Instinct)
• Assist in moving clients through the hospital as needed based on care flow
• Cross‑train with Client Relations Specialist responsibilities to support high‑volume periods
• Contribute to workflow improvements and support team initiatives as needed

What We’re Looking For

• 1+ years of experience in a client‑facing hospitality, service, or support role required
• Host, server, or veterinary assistant experience is helpful
• High school diploma or equivalent required
• Strong communication skills with the ability to build trust and rapport quickly
• Highly organized with strong multitasking and attention to detail
• Empathetic and compassionate approach to client interactions, especially in emotionally sensitive situations
• Comfortable having conversations with clients regarding euthanasia and end‑of‑life care decisions
• Comfortable working in a fast‑paced veterinary hospital environment
• Professional, energetic, and compassionate approach to client interactions
• Ability to walk throughout the hospital and remain actively engaged during shifts
• Comfortable working around animals, including exposure to medical environments and related conditions
• Alignment with core values of dedication, compassion, and knowledge

Schedule

Sunday–Wednesday: 12pm – 10:30pm OR Thursday–Saturday: 10am – 10:30pm.

Compensation

$21–$28/hour, commensurate with experience, plus applicable shift differentials.

Why Join Us?

This role offers the opportunity to be directly involved in supporting pet owners during some of their most stressful and important moments. You’ll work closely with clinical teams in a collaborative, mission‑driven environment where communication and compassion are essential to patient care. We believe in supporting our team both professionally and personally.

Benefits

• Fully paid medical, dental, and long‑term disability insurance
• Retirement plan with employer matching
• Generous paid time off
• Pet insurance stipend
• Uniform allowance
• Employee appreciation events and recognition programs

If you’re ready to combine strong client service skills with meaningful impact in a veterinary hospital setting, we’d love to hear from you. Apply today to join the Upstate Veterinary Specialties Client Relations team.