Client Concierge

Pet Services of Michigan, P.C.; United States; On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Paid vacation

Sick days

401(k)

Pet discounts

Job summary

VCA Veterinary Specialty and Emergency Center of Kalamazoo is seeking a full-time Client Concierge at our 24/7/365 emergency, critical care and specialty practice in Portage, MI. You will greet clients, assist with check-in, explain financial options, and coordinate with care teams to ensure smooth patient visits.

As a hospital concierge, you will manage client inquiries, de-escalate distressed clients with empathy, and help connect clients with appropriate team members.

Responsibilities

• Collaborate with CSR to manage client-related matters, patient updates, hospitality needs, and hospital visits when appropriate.
• Greet clients on arrival and confirm registration for their visit.
• Assist with check-in, paperwork, explain financial assistance options, and overview triage.
• Explain the Stat Form for urgent cases and permissions.
• Provide clear expectations for visit from check-in to discharge.
• Explain general client inquiries (parking, dining, events) and act as hospital concierge.
• Build rapport to ensure a positive experience for clients.
• Monitor lobby for distressed clients and offer a private space if needed.
• Use empathy and de-escalation for stressed clients.
• Customize communication as needed for clients and patients.
• Monitor electronic whiteboards to avoid overlooking clients.
• Collaborate with hospital departments to minimize delays and inform clients of changes.
• Facilitate smooth visits by liaising between clients and care teams.
• Connect clients with appropriate team members to address questions.
• Reunite stable patients with their clients when appropriate.
• Monitor patient status and alert care team to changes.
• Communicate with ER Team Lead to align patient flow with staffing.

Job description

VCA Veterinary Specialty and Emergency Center of Kalamazoo is a 24/7/365 emergency, critical care and specialty practice, located in Portage, MI. We are seeking a Client Concierge to join our dynamic team full-time. At VCA, we prioritize wellness and offer flexible scheduling to support your personal and professional well-being. As part of our dedicated team, you’ll be encouraged to explore all the opportunities a career in veterinary medicine has to offer. We foster an inclusive, supportive work environment where you can focus on advancing your career, maintaining happiness, and delivering the best care to the patients we serve.

Client Concierge Duties:

• Collaborate directly with the CSR team to manage all client-related matters, including providing patient updates, addressing hospitality needs, resolving special requests, and facilitating client visits for hospitalized patients when appropriate.
• Greet clients upon arrival and confirm if they have registered for their visit
• Assist clients with the check-in process, including paperwork, explaining financial assistance options and providing an overview of the triage process.
• For “Stat” patients, thoroughly explain the Stat Form to clients, ensuring they understand the urgency and what permissions are being requested.
• Provide clients with clear, realistic expectations for their visit, from check-in to discharge.
• Serve as the ‘hospital concierge,’ addressing general client inquiries, such as parking, local restaurants, entertainment, shopping, and community events.
• Build rapport with clients to ensure a positive experience throughout their visit.
• Monitor the lobby to identify clients who may be distressed, offering them a more private space to discuss their pet’s condition.
• Use empathy and de-escalation techniques to address and manage stressed or upset clients.
• Customize communication protocols as needed to meet the specific needs of both the client and the patient.
• Monitor electronic whiteboards to ensure clients are not overlooked in the exam rooms or lobby.
• Collaborate with all hospital departments to prevent or minimize delays in patient care and promptly inform clients of any changes.
• Facilitate smooth client visits by acting as a liaison between clients and patient care teams.
• Connect clients with appropriate team members to address questions or concerns.
• Reunite stable patients with their clients when appropriate.
• Monitor patient status in the lobby and exam rooms, and promptly alert the patient care team to any significant changes.
• Communicate with the ER Team Lead to ensure patient flow remains in line with staffing levels and patient care needs.

Benefits:

We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.

A leader in veterinary care, VCA Animal Hospitals is committed to taking care of the future of veterinary medicine. We are a family of hometown animal hospitals determined to positively impact pets, people and our communities. From primary care to emergency, urgent and specialty care, VCA delivers world-class medicine and hometown care to more than four million pets each year. We invest in cutting-edge tools, training and technology that enable Associates across our national network of hospitals to lead the industry today and into tomorrow. Among our talented 35,000 Associates are nearly 7,000 veterinarians – including 500 who are board-certified specialists – nearly 4,000 credentialed technicians and over 10,000 veterinary assistants – all dedicated to giving pets the very best in medical care. The future of veterinary medicine is in our hands. Join us.