Pet ER Experience Concierge

Veterinary Emergency Group (VEG); Pittsburgh (Allegheny County); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive compensation

401K match

Comprehensive health benefits

Travel stipend

Clinical student loan repayment

Paid parental leave

Flexible schedules

Employee referral program

VEG swag

Free therapy or counseling

Job summary

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator to shape the patient and client journey across our 24/7 emergency hospitals. You will greet customers, coordinate communications, and ensure a compassionate, high-touch experience from arrival through discharge.

In this fast-paced role, you'll work nights, weekends, and holidays as needed, collaborate with doctors and nurses, manage payments securely, and find creative ways to say yes to clients.

Qualifications

• 2+ years in a customer service role.
• Advanced knowledge of practice management software.
• Highly organized with strong attention to detail.
• Excellent communication and interpersonal skills.
• Ability to multitask in a fast-paced hospital setting.
• High emotional intelligence; able to read a room.
• Willing to work nights, weekends, and holidays.
• Comfortable in a noisy environment with odors.
• Ability to work with diverse teams.

Responsibilities

• Greet customers warmly in person, by phone, or online.
• Manage all customer communications and route urgent medical calls.
• Deliver personalized, memorable experiences.
• Listen empathetically and resolve concerns quickly.
• Update nursing team and doctors on patient needs.
• Advise on financial options with confidentiality.
• Process payments accurately.
• Follow up after visits to check pet care.
• Capture special moments and strengthen hospital connections.

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Organizational skills

Adaptability

Noise tolerance

Night/weekend shifts

Tools

Practice management software

Job description

Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator to shape the patient and client journey across our 24/7 emergency hospitals. You will greet customers, coordinate communications, and ensure a compassionate, high-touch experience from arrival through discharge.

In this fast-paced role, you'll work nights, weekends, and holidays as needed, collaborate with doctors and nurses, manage payments securely, and find creative ways to say yes to clients.