Full Time Veterinary Receptionist (Care Coordinator) - Hope Advanced Veterinary Center

PetVet Care Centers; Vienna (VA); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with discretionary contribution

Team Member Pet Discounts

CE stipends and career development

Parental Leave

Wellbeing support and resources

Job summary

PetVet Care Centers' Hope Advanced Veterinary Center is seeking a Full Time Care Coordinator - Emergency to join our team. The Care Coordinator acts as the first point of contact for clients and coordinates communication between clients, veterinarians, nursing staff, and specialty departments to deliver compassionate, efficient care.

This role supports patient flow, financial coordination, and clear information sharing, ensuring a unified hospital experience across Emergency and Specialty

Qualifications

• Applicants must be 18 years of age or older.
• High school diploma or GED required, or equivalent experience.
• Previous customer service experience required; veterinary or healthcare preferred.
• Ability to multitask in a fast-paced environment with attention to detail.
• Excellent verbal and written communication skills.
• Ability to remain calm and solution-oriented during emergencies.
• Proficiency with Microsoft Office, email, and practice management software.
• Ability to learn veterinary terminology, hospital workflows, and financial policies.
• Ability to work evenings, weekends, and holidays as required.

Responsibilities

• Welcome clients and patients with professionalism, empathy, and compassion.
• Deliver exceptional customer service in person, by phone, and electronically.
• Coordinate patient arrivals, admissions, transfers, and discharges.
• Schedule appointments across Emergency and Specialty services.
• Obtain, organize, and maintain outside medical records.
• Explain estimates and hospital financial policies with confidence.
• Process invoices, client payments, refunds, and financial adjustments.
• Maintain complete and accurate electronic medical records.
• Communicate appointment instructions and follow-up recommendations.
• Collaborate with technicians, veterinarians, and leadership to ensure timely communication.
• Promote seamless transfers between Hope departments and ensure continuity of care.
• Support hospital initiatives and administrative projects.

Skills

Customer service

Education

High school diploma or GED

Job description

PetVet Care Centers' Hope Advanced Veterinary Center is currently seeking a Full Time Care Coordinator - Emergency to join our team.

Our mission is to improve the lives of animals and people by providing exceptional and compassionate care at every stage.

Position Overview

The Care Coordinator serves as the first point of contact for clients while coordinating communication between clients, veterinarians, nursing staff, and specialty departments. This role is responsible for creating an exceptional client experience through compassionate service, efficient patient flow, accurate financial coordination, and clear communication. Care Coordinators champion the One Hope experience by ensuring seamless transitions between Emergency and Specialty services, serving as the connection between departments to create a unified hospital experience.

Client Experience

• Welcome clients and patients with professionalism, empathy, and compassion.
• Deliver exceptional customer service in person, by telephone, and through electronic communication.
• Build trusting relationships with clients while maintaining professionalism and confidentiality.
• Support clients experiencing emotional or stressful situations with patience, compassion, and understanding.
• Educate clients regarding hospital services, scheduling, payment options, and hospital policies.
• Respond professionally to client concerns and escalates issues appropriately when needed.

Patient & Appointment Coordination

• Coordinate patient arrivals, admissions, transfers, and discharges.
• Schedule appointments across Emergency and Specialty services.
• Obtain, organize, and maintain outside medical records.
• Ensure patient information is accurate and complete within the practice management system.
• Communicate appointment instructions, fasting requirements, medication guidance, and follow up recommendations.
• Coordinate communication between clients and the medical team throughout the patient’s visit.

Communication

• Answer incoming phone calls, emails, and electronic communications promptly and professionally.
• Route calls and messages to the appropriate department or clinician.
• Recognize potential medical emergencies and appropriately prioritize urgent patient needs.
• Communicate scheduling changes, delays, and updates with empathy and professionalism.
• Collaborate with technicians, veterinarians, pharmacy, and leadership to ensure timely, accurate communication.

Financial Responsibilities

• Process invoices and client payments accurately.
• Explain estimates and hospital financial policies with confidence and professionalism.
• Assist clients with available payment solutions including CareCredit, Scratchpay, Trupanion direct pay when applicable, and approved hospital payment arrangements.
• Process refunds, credits, and financial adjustments in accordance with hospital policy.
• Maintain an accurate cash drawer and complete end-of-day balancing procedures.

Administrative Responsibilities

• Maintain complete and accurate electronic medical records.
• Scan, upload, and organize client documentation.
• Process prescription refill requests and medical messages.
• Monitor department email inboxes and electronic communications.
• Maintain organized reception and client service areas.
• Support hospital initiatives, administrative projects, and other duties as assigned.

Team Responsibilities

• Work collaboratively with all hospital departments to promote exceptional patient care.
• Facilitate seamless transfers of patient care between all Hope departments, ensuring continuity of communication and service.
• Demonstrate flexibility while adapting to changing priorities in a fast‑paced environment.
Support teammates during periods of high patient volume.
• Maintain professionalism and respect in all interactions with clients and team members.
• Participate in ongoing education, training, and professional development.
• Demonstrate accountability through consistent attendance, punctuality, and dependable performance.

Competencies

• Client Focus
• Compassion & Emotional Intelligence
• Professional Communication
• Teamwork & Collaboration
• Organization & Attention to Detail
• Critical Thinking & Problem Solving
• Time Management
• Adaptability
• Accountability
• Conflict Resolution
• Financial Accuracy
• Computer & Technology Proficiency

Qualifications (Required)

• Applicants must be 18 years of age or older.
• High school diploma or GED required, or equivalent combination of education, certification, training, and/or experience.
• Previous customer service experience required; veterinary or healthcare experience preferred.
• Ability to multitask while maintaining exceptional attention to detail in a fast‑paced environment.
• Excellent verbal and written communication skills.
• Ability to remain calm, compassionate, and solution‑oriented during emergency situations.
• Proficiency with Microsoft Office, email, and practice management software.
• Ability to learn veterinary terminology, hospital workflows, and financial policies.
• Ability to work evenings, weekends, and holidays as required.

Preferred Skills (Nice To Have)

• Veterinary Assistant Experience preferred but willing to cross‑train.

Physical Requirements

• Frequent standing, walking, sitting, bending, reaching, and keyboard use.
• Ability to lift up to 30 pounds independently and assist with heavier items when necessary.
• Ability to work in a busy veterinary hospital environment with frequent interruptions.
• Exposure to animals, cleaning agents, biological materials, and varying noise levels.

Schedule

Day and Evening shifts, 5‑8 hour days or 4‑10 hour days.

What We Offer

• Medical, dental, and vision insurance
• Paid Parental Leave (birth, adoption, foster)
• 401(k) with discretionary contribution
• Team Member Pet Discounts
• Emotional wellbeing support—including Calm app access and 24/7 EAP
• CE stipends and career development resources
• Grant Circle—a relief fund for team members facing personal hardship
• Local hospital culture backed by national resources

PetVet is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law. EOE, M/F/D/V