Emergency Veterinary Client Care Coordinator - (non-clinical role) evening shift

MSPCA-Angell; Boston (MA); On-site; USD 32,000 - 33,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Free on-site Boston parking

Job summary

MSPCA-Angell in Boston, MA is seeking a Client Care Coordinator for the Emergency Department. This full-time role supports clients and veterinary staff during outpatient emergency visits, providing updates, guiding families, and coordinating care with the medical team.

The ideal candidate brings at least 2 years in veterinary client services, excels in fast-paced environments, and demonstrates empathy, organization, and strong communication.

Qualifications

• 2+ years veterinary practice or client services experience.
• Experience in emergency or fast-paced environments preferred.
• Strong communication and interpersonal skills.
• Ability to navigate emotionally sensitive situations.

Responsibilities

• Introduce yourself to clients and communicate wait times and policies.
• Serve as primary bridge between emergency veterinarians and clients during care; relay questions and updates.
• Identify client and patient needs and assist where possible.
• Assist with movement of pets within hospital and transport as needed.
• Provide status updates to families via phone, email and text; offer photos or visits as appropriate.
• Facilitate discharge and explain doctor’s home care and medications instructions.
• Celebrate patient success with compassion.

Skills

Verbal & written communication

Fast-paced environment

Empathy & resilience

Organization & detail-oriented

Client service experience

Emotional intelligence

Education

Associates in Animal Science

Job description

Join a dedicated and growing team of Client Care Coordinators at MSPCA-Angell, Massachusetts’ renowned nonprofit veterinary hospital with more than a century of leadership in animal care and a proud legacy as part of the second-oldest humane society in the United States.

The Client Care Coordinator is a non-clinical client service role perfect for someone who excels in providing outstanding client service and finds fulfilment in helping people, but also desires the opportunity to work alongside animals every day while supporting the people who love them.

This is a full-time, 40-hour/week Monday-Friday position. Second shift hours from 12-8:30pm.

About The Role

As a Client Care Coordinator in the Emergency Department, you are an integral member of the emergency care team and a key resource for both clients and veterinary staff throughout a pet's outpatient emergency visit. In this role, you help ensure clients feel informed, supported, and cared for during what is often a stressful and emotional experience. Working closely with emergency veterinarians, triage staff, technicians, and assistants, you serve as a central communication resource between clients and the medical team. You will provide updates, answer questions, facilitate communication regarding patient care and financial estimates, transport patients within the hospital, and help clients navigate their emergency visit after check-in, leading the client assuredly through to their pet’s discharge. Every shift offers the opportunity to make a meaningful impact.

This is a fast-paced, highly interactive role that combines client service, patient care, and teamwork in a busy emergency hospital environment.

What The Role Looks Like

While no two days are exactly the same, responsibilities include:

• Introducing yourself to clients waiting for emergency services to offer support and proactively communicate wait times and other relevant policies
• Serving as the primary communication bridge between emergency veterinarians and clients during outpatient emergency care - communications include: addressing client questions and soothing concerns, communicating emergency room wait times, coordinating follow-up medical triage for waiting patients, and relaying pertinent information on status and policies
• Identifying client and patient needs and assisting where possible
• Assisting with movement of pets to and from their treatment areas within the hospital
• Monitoring emergency room patient population to provide patient status updates to their families via various channels including phone, email, and text, in addition to face-to-face engagement
• Providing photo updates and/or facilitating visitation upon admission to inpatient hospitalization
• Facilitating discharge of the patient: reuniting the pet with their family, guiding the client through the doctor’s home care and medication instructions, and fielding questions regarding follow up care
• Celebrating patient success and offering kindness in the face of patient challenges and loss

Who We’re Looking For

You may be a great fit if you:

• Have excellent verbal and written communication skills
• Thrive in fast-paced environments where priorities can shift quickly
• Demonstrate empathy, patience, and emotional intelligence and resiliency
• Are highly organized and detail-oriented
• Bring strong client service experience and professionalism
• Are comfortable navigating emotionally sensitive situations

Preferred Experience

You have at least 2 years of experience in one or more of the following:

• Veterinary hospital or clinic settings
• Animal shelters or animal care environments
• Human healthcare or medical support roles (incl. social work)

Previous experience in a specialty, emergency, referral, or teaching hospital environment is a plus.

Compensation

Starting $23-$24/hr

Please note that candidates with additional experience or credentials may be eligible for compensation aligned with their qualifications

This Role Offers You The Opportunity To

• Work hands-on in a respected veterinary emergency hospital environment
• Build meaningful relationships with families and their pets
• Make a significant impact to patient and family experiences every shift
• Contribute to a compassionate, collaborative team driven by a shared love of animals

About MSPCA-Angell

Founded in 1915, Angell is internationally recognized as a leader in veterinary medicine and one of the finest veterinary teaching hospitals in North America. Serving New England as a primary care, specialty, and 24-hour emergency hospital, Angell cares for approximately 90,000 patients annually.

Benefits

• Health, dental, vision, and life insurance
• Paid holidays, vacation, and sick time
• Employee discounts for pet healthcare and food
• 403(b) retirement plan
• Tuition reimbursement
• Free on-site Boston parking

Experience

Required

• 2 year(s): Prior experience of a minimum of 2 years veterinary practice experience in a technical or a general client services position, or relative experience in a human medical position.

Preferred

• Previous work experience in a fast-paced, multi-veterinary hospital, emergency/referral practice or veterinary teaching hospital is a plus!

Education

Preferred

• Associates or better in Animal Science

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.