Patient Liaison

The American Society for the Prevention of Cruelty to Animals; Gardena (CA); On-site; USD 37,000 - 39,000; Full time

Benefits offered by this job

Paid vacation time

Paid sick time

Ten paid holidays

Paid personal time off

Medical insurance

Dental insurance

Vision insurance

Dependent care FSAs

Health FSAs

401(k) plan with employer contribution

Life insurance

Long-term disability insurance

Job summary

The ASPCA’s Community Medicine team seeks a Patient Liaison to greet clients, schedule appointments, assist with data entry, and process payments at the Carson clinic. This role emphasizes a judgement-free, high-quality client experience and close collaboration with medical staff.

We offer a robust benefits package and a starting hourly wage between $26.85 and $28.29, with typical Monday–Friday on-site hours and occasional coverage at other LA-area locations as needed.

Qualifications

• Outstanding customer service skills.
• Ability to stay calm under pressure and deescalate conflicts.
• Ability to work independently and as part of a team.
• Experience in data entry and using computer software.

Responsibilities

• Provide welcoming client experience and schedule appointments.
• Assist with patient intake and data entry into the database.
• Handle payments and balance cash register daily.
• Coordinate interpretation/translation as needed for clients.
• Support community outreach and ASPCA CM events.

Skills

Customer service

Teamwork

Data entry

Bilingual Spanish

Education

High School Diploma or GED

Job description

Summary: Who we are:

Have you ever wondered what happens to cats and dogs whose owners are unable to afford veterinary care? We did. The ASPCA’s Community Medicine (CM) team provides expert veterinary care to support the welfare of animals and their people through our stationary and mobile veterinary clinics, serving the most underserved communities in New York, Miami, and Los Angeles. We help pet owners overcome barriers to care, bringing quality services directly to the communities that need us most and partially or fully subsidizing the cost of basic and preventive care. CM treats people and pets with dignity and respect, assisting pet owners in making informed decisions about their pets’ health and wellbeing regardless of their financial circumstances. When you come to work at the ASPCA, you join a team of over 1,000 dedicated colleagues with deep knowledge, skills, and passion for the animals we serve.

What you’ll do:

The Patient Liaison (PL) is a vital member of our team who works directly with clients and the medical teams to ensure seamless delivery of services and a judgement free, high-quality experience for all. The PL schedules medical appointments, welcomes clients to the clinic, answers questions about our program, assists with data entry and collects payments for services. The PL is the trusted source of information and support for families seeking assistance for their pets.

What you’ll get:

Work/life balance: paid vacation time to relax paid sick time to heal ten paid holidays to observe plus - paid personal time off to celebrate what and when you like

Terrific benefits package: medical, dental, and vision insurance, pre-tax dependent care and health flexible spending accounts (FSAs), 401(k) plan with generous employer contributions beginning after one year of service, employer-paid life and long-term disability insurance and more (note that benefits are reviewed and subject to change annually)

Room to grow: the ASPCA has robust professional development programs to help you grow as a professional

Support: we are one of the largest and most impactful animal welfare organizations in the world, so you will always have a strong team to lean on and cheer you on

For more information on our benefits offerings, visit our website.

Compensation:

Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future. The target hiring range for this role is $26.85 - $28.29 / hour

Work Schedule:

This is typically a Monday – Friday, 8 hour schedule with flexibility to work occasionally beyond the scheduled work day. This is an on-site position based at the Carson Community Veterinary Clinic. Occasional flexibility in reporting to other ASPCA locations throughout the Greater LA Area may be required based on operational need.

Responsibilities:

• Customer Service
  • Work as part of a team to create a consistently excellent, welcoming client experience
  • Greet clients, answer questions, schedule appointments and assist with patient intake
  • Maintain a clean, stocked and organized lobby
  • Manage client check-in to ensure smooth/efficient intake process
  • Accurately and efficiently enter client and patient information into database
  • Provide and/or coordinate interpretation and translation as needed and support client’s ability to fully understand all medical procedures, options, and decisions
  • Provide clients with referrals to external agencies/partners
  • Manage service area eligibility and communicate costs associate with visit if applicable
  • Process payment transactions and ensure cash register is balanced daily
  • Complete follow-up and reminder calls/text messages, and coordinate other services as needed
  • Participate in grassroots community outreach to connect services with clients who need them including participating in ASPCA and CM events and tabling at other community events
• Medical Support
  • Prepare exam room(s) for use and escort and welcome clients into exam rooms
  • Assist with outpatient exams by taking patient medical history
  • Scribe medical records to support surgery flow
  • Discharge patients, discuss post-operative instructions and supply appropriate paperwork or digital medical record
  • Clean, sonicate, pack, and sterilize surgical instruments and clean/disinfect endotracheal tubes as needed to support medical services
  • Clean and disinfect animal areas (exam tables, scales, kennels) throughout the clinic day, following CM standard operating procedures and utilizing appropriate and personal protective equipment
  • Receive mail and packages and restock medical supplies
  • Assist medical team with translation service coordination as needed
  • Perform other duties as assigned

Qualifications:

Outstanding customer service skills Ability to stay calm under pressure and deescalate conflict in a positive and professional manner Ability to work independently and as part of a team Ability to work standing for 8 or more hours Agile and flexible work style to support a fast-paced work environment Experience using a computer and navigating software applications High degree of integrity and accountability, as well as a desire to carry out the ASPCA’s mission Highly organized, with attention to detail Ability to perform timely and accurate data entry

Education and Work Experience:

High School Diploma or GED equivalent required Customer service experience required; experience in veterinary medical setting strongly preferred Experience serving diverse communities preferred

Language:

English required Bilingual (Spanish) preferred

Language: English (Required), Spanish Education and Work Experience: Bachelors

The ASPCA was founded in 1866 on the belief that animals are entitled to kind and respectful treatment by humans and must be protected under the law. As a 501(c)(3) not-for-profit corporation with more than two million supporters nationwide, the ASPCA is committed to preventing cruelty to dogs, cats, equines, and farm animals throughout the United States. The ASPCA is headquartered in New York City, where we maintain a full-service animal hospital, spay/neuter clinic, mobile spay/neuter and primary pet care clinics, a rehabilitation center for canine victims of cruelty, kitten nursery, adoption center, and two community veterinary centers. The ASPCA also operates programs and services that extend nationwide. We assist animals in need through on-the-ground disaster and cruelty interventions, behavioral rehabilitation, animal placement, legal and legislative advocacy, and the advancement of the sheltering and veterinary community through research, training, and resources. At the ASPCA, we are committed to fostering a collaborative and compassionate culture and we welcome all voices to contribute to our lifesaving mission. Our staff represent a vast array of backgrounds and diversity dimensions, bringing with them valuable experiences and perspectives. They join the ASPCA to learn, grow, and continually do their best work on behalf of animals. We are inspired by our staff, partners, and the communities we support across the country who work to improve animal lives. We are committed to diversity, equity, and inclusion at the ASPCA because it elevates our organizational culture, aligns with our Core Values, and enables us to move further and faster toward the ASPCA’s vision – that all animals live good lives; valued by society, protected by its laws, and free from cruelty, pain and suffering.